Warum O2
Warenkorb
Service
Gelöst

Contract Cancellation


Dear Sir/Madam,

I have three contracts with O2. One O2 my Home, one O2 free S, and one O2 my Data. I live in Frankfurt am Main. 

I have already cancelled the one for data (O2 my Data M) on Nov 27th 2022. It is still not cancelled. It should have been cancelled on December 27th. I have the cancellation confirmation email. 

Also, I have another contract (O2 my Home). The internet is most of the time very slow. I can not even browse text webpages in the evening. I believe I have the legal right to cancel this second contract without notice since your service is very bad. I need internet for work and this can not continue like this. I will seek a legal advice regarding this problem if you do not find  a solution. 

Please understand that if you do not solve these problems, I will cancel  all my three contracts with O2 for ever. It is sad that your service keeps declining rather than improving.

Best regards,

Orwa Barakat

17.01.2023 11:12 o2_Katja: moved from Mobilfunkvertrag to our english community

icon

Lösung von bs0 23 January 2023, 00:19

Zur Antwort springen

13 Antworten

Moin Moin,

have you called the English hotline, and explained your speed problem?

O2 Service in English 

Our English-speaking postpaid and landline support for you. We are happy to assist you.

089 66 66 30 08 1

Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm

Benutzerebene 7

Dear @ob1983 ,

welcome to our community. 🍀

It looks like it was not clear to the responsible colleagues what you wanted to cancel. It was probably selected in the first form that you wanted to cancel a data option for your phone number xxx562, but there was no data option for this contract.
In the second cancellation form, you entered a phone number that does not match (a mixture of a landline and a mobile phone number, if I interpret this correctly).
You also received a message from us about this, that they could not match the cancellations:
"...
It is a pity that you no longer wish to use your contract.
We are unable to find the customer number/mobile number you provided in our systems. In order for us to be able to process your cancellation, please check the details of your customer number and/or mobile number. Both numbers can be found, for example, in the top right-hand corner of your monthly invoice.
If you wish to terminate the contractual relationship as of the next possible date, please send a letter of termination with your customer and/or mobile phone number to the following address:
    Telefónica Germany GmbH & Co. OHG
    Customer Care
    90345 Nuremberg
..."

None of your contracts is canceled.

Have you already taken a look at the Live-Check to see what your current network availability looks like? There you can also report a fault yourself, if there is none yet and it should be necessary.

Kind regards,

Andrea

Good evening. 

Thanks for the information. I will resubmit the cancellation form.

 

My question is: what about the internet connection (my O2 home). It is always very slow in the evening. I can not even open text webpages most evenings for hours. I am having this problem since a couple of months . It was okay in 2021. Problems started to happen in the summer of 2022. This means that your service is getting worse since nothing has changed in terms of the devices I am using. Live Check does not help at all. Sometimes it shows me that everything is all-right while it is not. 

 Do not I have the right to cancel the O2 my home contract without notice? My earliest cancellation date is April 1st. I want to cancel earlier because I decided to have another internet provider this month. Yours has become very unreliable.  

 

If the problem can not be solved, I will sadly wait and cancel all my contracts with O2 (forever).

Sorry for the inconvenience. 

Regards,

Orwa Barakat

 

Benutzerebene 7
Abzeichen +7

No, you do not have a right to cancel early because there is no guaranteed minimum speed for mobile internet. You can terminate this and any other contracts you want to to the end of their respective terms. That's your right (freedom of contract).

Benutzerebene 7

Dear @ob1983 ,

it is as @bs0 mentioned. You can cancel your contracts to the end of the contract period.

Kind regards,

Andrea

I have a problem with my Bestellung.I ordered a phone on internet on your site O2 and it was just a phone without a phonenumber.I ordered it with monthly installments so its a monthly payment and I need to cancel that payment I want to pay it off I’ve tried everything but your site O2 is just not working right I need to pay it off beacause I might have to leave the country in one month and it will be pernament.I’ve even called customer service and tried everything they told me but it is pointless.If I don’t pay it off I will have a serious problem.Please conntact me trough my email.I just want to pay it of that’s it.Or just send me a bill directly to my adress so I can pay off the rest of the money.Thank you and have a nice day.

Benutzerebene 1

Hello @Emil Redzepovic,

when you say that the website is not working properly - what exactly is not working?
Do you get a warning or error message?

All the information you need to pay off your mobile phone (My Handy contract) early can be found in the following FAQ:

If this does not work, please describe what exactly is not working.

Kind regards
Quitte

  • Quitte_

  • Hello 

  • When I try to go to my handy contract I just get a error message,tired to log in on my O2 app and app isn’t working too,deinstalled it few times and installed again but it’s hopeless.

  • I’ve even tried making a new account but it is impossible to make a new one so if you can please help me 

  • But I’ve found a file somehow and it is a my handy contract early payment file that you can send to the by DHL and I will try that too,if that dosen’t work I will be in serious problems

  • Here is a picture of that file and thank you for answering.

  •  

Benutzerebene 7

Hello @Emil Redzepovic ,
thanks for contactins us here in our community. 💙
Are you trying to logIn with your Vertragsnummer and Kundenkennzahl? 
Please have a look at our article about o2 My Handy Premature Payment. 😊

Was it helpful or do you still need any further asistance? 

kindly regards
Michael

o2_Micha

Hello 

I've tried everything even to register again with my contract number and when I go on my profile and try to look at my contract and my monthly installments I just get a message that say's we are having technical problem with your request please try later something like that and I don't have any other options except sending this directly to the company 

 

Benutzerebene 7

@Emil Redzepovic ,
oh dear then we are going to plan B. 
I´ll send you the neccesary form by post. Please fill it out and send it back to the adress which is written within the form. 

regards 
Michael

o2_Micha

Thank you so much.

I really had no other options

Benutzerebene 7

@Emil Redzepovic ,
you´re welcome. Keep us informed 😍

greeting
Michael

Deine Antwort