On 21.10.2022 I bought the O2 package S in the O2 shop in Gießen. The telephone numbers I received were the landline number: 0641132XXXXX  Mobile number: 0176XXXXX089.  I was offered the package with DSL router.

The router was activated on 31.10.2022, and on 01.11.2022 I switched on the router at my address However, the internet speed was very slow, only about 1 Mbps, and I could hardly use it for surfing. On the same day, I took the DSL router back to the O2 shop in Gießen and said that I wanted to cancel the contract because the internet speed was not what was offered on the package.

I sent a cancellation letter by post to the customer center Telefonica Germany Gmbh & Co, OHG Kundenbetreuung. 90345, Nurnberg, on the 08.11.2022. However, i received an invoice by email. I called the English speaking call center to ask about this (I forgot the date, but it’s after I’m sending the first letter). The call center said, they will process it after receiving my letter. However, the invoice kept coming. 

I sent another letter by post on 07.12.2023 to the same customer service address, then I followed up by calling the call center again. This time the call center operator said that the O2 shop in Giessen needed to return the router to the O2, which they haven’t done it. Which I don’t know about it, because I was just a customer. Then I went to the O2 shop in Giessen asking the people to return the router to O2 otherwise I will keep getting invoice. The O2 shop then finally send the router and sent me the proof that they send the router on 08.03.2023. I got confirmation email by o2 on 17.03.2023 that they recieved the router. I thought the problem is solved, but it’s not.

Until I wrote this, I receive an invoice every month, from the amount of (i dont remember) around 7 Euro, and as now become 26,40 Euro. The invoice doesn’t have any explanation what is it for, but it keeps saying that if I didn’t pay, they will cut the connection of the internet. Which I never used the internet since the beginning. Today, I got a letter by post about a warning that I should pay that 26,40 euro otherwise they will cut my internet connection or will bring this issue to the court. 

I tried to call the English speaking call center but it has been very difficult, and always on hold. I cannot do that all day because I have a job and have other things to do. 

Even to write this in this forum, I cannot register with the Festnetznummer that I got from the (cancelled) contract is not valid anymore, which means I’m not registered as a customer in O2. Then why do i keep getting invoice? Does the customer service and Finance not talking to each other? It has been a year this process has been going on, and I just want to end this. Since calling call center and sending letter by post didn’t work, I hope through this email, this problem can be resolved.