After the move, O2 mobile Internet stopped working.

I use the tariff "O2 online unlimited maximum". 

Since October 26, I have not had a 3/4/5G connection. According to the tariff, I should get a stable download speed of 200+ mbps and an upload speed of 60 mbps in the 5G network.

60 mbps download, 30 mbps upload in 4G (LTE) network

But I get an actual speed of 1.5 Mbps which does not always appear. To get a stable connection that I need for my studies (downloading files), I need to go outside the village.

A week after contacting the official O2 store

I filed a complaint (I did not receive a letter with the results) and was advised to record the speed of the Internet connection on video for 5 days. After that, they replaced my SIM card and told me that if nothing changed, I had to come back and write an application for termination of the contract, clearly stating that due to the move, your company could not provide me with services (02.11.2024).

A few days later, I received a rejection letter stating that they had not found any problems in my region. Why didn't any of the specialists come to my house and measure the actual speed?

And because of this, they refused to terminate the contract.

Ps:If necessary, I can attach screenshots and videos with speed test

EDIT: Verschoben von Mobilfunkdienste in Englisch mobile;  o2_Maria;  16.11.24