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Can an O2 contract be cancelled due to O2 not providing all services promised?

C
Rang

Hello there!

I signed up for O2 services(Smart Unlimited) only sim card. I needed phone and fast internet service so that is why I picked Smart Unlimited(up to 10Mbps), however only during the first couple of months used to get the 10Mbps(ONLY after 12am and until 7am) but then after the first two months the internet speed dropped insanely! Now the more I got is 4Mbps. I used to contact o2 for complaining about this issue right from the moment it started but they used to say that there were local base problems until last month they finally gave up on telling me the same lie, and finally admitted that I am only getting 3G at my area(Klein Borstel, Ohlsdorf) 

I am highly disappointed with the service at this point and I am willing to know if this contract can be cancelled due to o2 is unable to render the services they promised.

 

P.D Why did you remove the customer service via chat??

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Lösung von Joe Doe 18 February 2021, 19:21

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21 Antworten

o2_Ines

Hello @Cristhian, welcome at our community.

I am sorry that there are issues with the connection. Did you have a look at the Livecheck?

The chat is still available: Chat

Kind regards, Ines.

C
Rang

So I think you didnt read what I explained previously. I have already done everything on my part. This is o2 issue not mine. Chat is still not available. O2 customer service is the worst ever!

C
Rang

Hello @Cristhian, welcome at our community.

I am sorry that there are issues with the connection. Did you have a look at the Livecheck?

The chat is still available: Chat

Kind regards, Ines.

Yeah, you are right about the chat but still they remove the option from the O2 online account. When I do the Livecheck it says everything is ok but it is not true! Because when I do Speed Test right on the app, it give me very depressing results and on top of that when people call me the connection dropped and lose the calls. I really hate O2

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Cristhian Try the WhatsApp Channel.

https://www.o2online.de/kontakt/whatsapp-chat/

Edited: Can I ask you what smartphone you use?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Cristhian Don‘t say that you live in the red mark area?

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
C
Rang

@Cristhian Don‘t say that you live in the red mark area?

 

 

I guess since O2 is the worst telephone company in Germany they have terrible connectivity everywhere, however I live in Ohlsdorf area. The first three months the connectivity speed was acceptably ok but now i can barely get 1Mbps. I am really disappointed with o2 and I am also really mad with myself for getting a contract with them cuz they dont care about their customers once you are already attached to them by their contract.

 

I have started NOT to recommend O2 to my friends and people I get to know.

 

bs0
Rang
Benutzerebene 7
Abzeichen +7

Do you often get asked for recommendations? The point is that depending on where you live you are likely to have a better experience with one provider than another, so it really doesn't help anybody telling them that you are not happy with the experience you have had at your location. Maybe have a look at the forums of the other providers too.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
o2_Kurt

Hi @Cristhian ,

 

I’m sorry to hear that it does not work as good anymore.

The are you’ve mentioned it right between a lot of stations.

One of those to the north shows more traffic than the others, which may results in a slow connection (if your device happens to be connected to that station).

 

LTE should be available, according to our maps.

What kind of connection does your smartphone show you?

Can you influence the speed by moving to a different part of your flat?

 

Regards,

Kurt

Signatur :)
C
Rang

Do you often get asked for recommendations? The point is that depending on where you live you are likely to have a better experience with one provider than another, so it really doesn't help anybody telling them that you are not happy with the experience you have had at your location. Maybe have a look at the forums of the other providers too.

I obviously refer myself to people I know in my area! I used to recommend O2 until they have disappointed me with this low quality service.

C
Rang

Hi @Cristhian ,

 

I’m sorry to hear that it does not work as good anymore.

The are you’ve mentioned it right between a lot of stations.

One of those to the north shows more traffic than the others, which may results in a slow connection (if your device happens to be connected to that station).

 

LTE should be available, according to our maps.

What kind of connection does your smartphone show you?

Can you influence the speed by moving to a different part of your flat?

 

Regards,

Kurt

According to my Samsung Galaxy A31 and iPhone 6(I have tested it on both) I am always connected to LTE with 2 bars but still the more I get is between 1Mbps and 4Mbps. No matter where in the flat or outside of it, it it the same thing. I used to call and chat o2 with no solution.

o2_Tobias

Hi @Cristhian, 

 

I regret the inconveniences that you have with the internet-connection in your area. 

 

Good that you already sent a complaint to our technical department. You allready received a text-message by SMS that states that our technicians are already working to solve the issue. 

 

Therefore, I would like to ask you for further patience until you receive another message. 

 

Thanks a lot. 

 

Loving greetings,

Tobias

 

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
C
Rang

Hi @Cristhian, 

 

I regret the inconveniences that you have with the internet-connection in your area. 

 

Good that you already sent a complaint to our technical department. You allready received a text-message by SMS that states that our technicians are already working to solve the issue. 

 

Therefore, I would like to ask you for further patience until you receive another message. 

 

Thanks a lot. 

 

Loving greetings,

Tobias

 

 

Sure! I have been extremely patient if you take into consideration that I have been complaining since the issue started(around four months ago) but O2 give a danm about their customers like me. Each time I report the slow internet speed they only sent a ticket and they come back to me stating that they could not find any inpairment that it is my problem not O2s

C
Rang

In this are, most people here where Ilive at only get internet with a speed up to 2Mbps so that is why people dont complain.

o2_Michi

Hi @Cristhian, 

 

I regret the inconveniences that you have with the internet-connection in your area. 

 

Good that you already sent a complaint to our technical department. You allready received a text-message by SMS that states that our technicians are already working to solve the issue. 

 

Therefore, I would like to ask you for further patience until you receive another message. 

 

Thanks a lot. 

 

Loving greetings,

Tobias

 

 

Sure! I have been extremely patient if you take into consideration that I have been complaining since the issue started(around four months ago) but O2 give a danm about their customers like me. Each time I report the slow internet speed they only sent a ticket and they come back to me stating that they could not find any inpairment that it is my problem not O2s

 

Hi @Cristhian :relaxed:

 

it always depends whats the individual issue behind missing or low network coverage. In most cases the issue will be solved very quick, in other cases new permissions are needed to setup a cell tower or spare parts cannot be ordered easily etc. That’s what mostly leads to the perception that the company doesn’t care. Don’t get me wrong, it’s not an excuse for low bandwith and stuff, I just want to explain why some issues can’t be solved within days.

 

Best regards,

Michi

C
Rang

Ok so what you mean is that in the mean i just need to keep paying for services i am no longer getting or incomplete service?

o2_Tobias

Hi @Cristhian, 

 

thanks for your reply. 

 

As I see, you already got a credit in March. 

 

I understand that you would like to get the issue solved immediately. But in this case, we need to wait until our technical department gives you further information. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
C
Rang

Hi @Cristhian, 

 

thanks for your reply. 

 

As I see, you already got a credit in March. 

 

I understand that you would like to get the issue solved immediately. But in this case, we need to wait until our technical department gives you further information. 

 

Loving greetings,

Tobias

Exactly I got a 20 euros credit but even though o2 charged me 71 euros for both lines.

C
Rang

So if this is issue is going to continue then am i going to get credits for the next months too? Or do I have to try to contact you somehow(cuz your chat service is blocked for me) every month??

o2_Kurt

Hi @Cristhian ,

 

we´d have to check from month to month to check the developments on the network side.

The chat is being closed down from tiome to time.

What kind of message do you see when trying to use the chat?

 

Viele Grüße,
Kurt

Signatur :)
C
Rang

Hi @Cristhian, 

 

thanks for your reply. 

 

As I see, you already got a credit in March. 

 

I understand that you would like to get the issue solved immediately. But in this case, we need to wait until our technical department gives you further information. 

 

Loving greetings,

Tobias

 

Where is my credit for April?

C
Rang

Hi @Cristhian ,

 

we´d have to check from month to month to check the developments on the network side.

The chat is being closed down from tiome to time.

What kind of message do you see when trying to use the chat?

 

Viele Grüße,
Kurt

Yeah i have noticed that sometimes it works but sometimes it doesnt. I cant wait for a better o2 network untill my contract is done cuz by that time I would have already paid for a service i was never granted. It is unfair. To top it off, your chat rep are very rude they hang up on you without even telling you putting as an excuse th fact that a device restart is needed.

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