Early cancellation of my contract

@engineer_d 

You can cancel here within the deadline.

Termination

I have ordered online and received 2 sim cards with nice deal for a couple - but unfortunately we had almost no network in our area in Cologne and were unable to use internet at all on 5G or 4G, that I also reported. I have cancelled contracts within 2 weeks on O2 own website and received confirmation. Now you are pretending it is not possible and I have to pay for the contract/service next 2 years even I don't use it. I wrote 2 times to the headquarters in Nürnberg and sent them proof of the cancellation and receiving completely ignorant messages that is not answering any point of my 2 letters and only confirming that I have to pay until 2026!!! We were using mobile, both of for 4-5 days with virtually no possibility to use internet. Why we would stay with O2 under such conditions and pay? How it is possible to understand and accept you have a bad service. We obviously had to return to previous provider completely horrified with this experience and not that just that. Now we are your prisoners?

I had discussion about bad reception at least 2x times with you over help line and all was recorded and also your colleague told me I have about 3 days to cancel the contract and I did it same evening just to be sure this will not happen. Of course I received confirmation for both numbers and logically if I do this in time I have right to cancel my contract, how it is possible that you behave like in some kind of criminal state? This is first time in my whole life in EU that company behaves like this, absolutely shameful!

Hello @Hamza Michal,

welcome to our community. 😊

I have two questions. Did you get your contracts online or in a physical shop at your location? Was it a cancellation or a withdrawal within two weeks? I am just asking because its a huge difference between these two, because a cancellation means your contract will run the full 24 month, while a withdrawal means your contract (if ordered online) will be terminated immediately because you dont want it.

Best regards,

Michi

Hello Michi,

It was ordered online on 23rd of May and cancellation confirmation was on 6th June, so exactly 2 weeks. of course I received sim card only 5-6 days after the online order so technically it was less than 2 weeks! I was doing everything in my power to find out where is the issue until i realised it is your network only. Please feel free to listen all my O2 calls to O2 regarding all matters.

Of course again I want to mention this whole ridiculousness of forcing people to use your network in area where is no signal. I would never do this trouble for me if I know it would be such disaster.

Hello @Hamza Michal,

for the calls itself there are only sporadic records and only for training purposes, where the calls will be deleted afterwards. Did you check if the lack of coverage is maybe a technical issue. You can check this by entering the address in our livecheck. If you can tell me the location of the issue, I can also take a look. You dont have to put the exact address in here, a street near the possible outage is okay, too.

Best regards,

Michi

Please Michi I did all that, 5G not possible,4G is basically not working even before I enter the building, and not just me had the issue but also my partner and our friend visiting with O2 network and it was not just for an hour but all the time… I will repeat it was impossible to use internet at all at home and at work in my office in the centre of Cologne it was below standard network. I would not receive any notification if I dont force it or take my phone that was constantly on desk. we both have iPhone 13 Pro and iPhone 15 Pro Max and were living in multiple countries before moving to Germany so I know how networks in other countries also behave and what I have to do. I did live check and i sent 2 complaints for the network. If you will tell me you don't see anything suspicious but we don't have any internet then any logical answer for this is the cancel the contract while it is possible, don't you think? Are you going to pay yourself for the service you can#t have? It is actually very simple, plus we reacted pretty fast. Why O2 can’t honour it?

What is the damage and trouble for O2? Why we have to go through every detail to assure you it was pretty much disaster. If you can’t access recorded calls I am sure you can access network complains under my account, I also received sms from your side that network seems ok. You can also check how much data went through those 4-5 days we had the card online… I mean what else do you need to hear to understand it was BAD and for sure at home, useless.

Nobody is forcing you to do anything. If you withdrew from the contract (Widerruf) within 14 days then the contract would be revoked, but if you sent in a termination request then this will have been confirmed to the end of the two year term. What exactly does it say in the confirmation you received?

I requested cancellation for both contracts on your website as the only place available online to do so within the period that is my right to withdraw. If you will tell me I should send a letter after waiting 5-6 days for the sim, try your network, find out where is the issue and then then letter to be received in 14 days, you know very well this is impossible so I requested it online as only possible place and this was registered. You cant say now this will not count and force me to your impossible network. It is a nice trick from your side and I will be happy if you share a contact where I can complain, email. not the same address to Nurnberg!

Firstly, I have nothing to do with o2. This is a customer forum. Secondly, nobody is tricking you or asking you to send letters. It is possible by email to widerruf@cc.o2online.de as it states clearly in the information on the right to withdraw. You said you cancelled the contract within 14 days and received a confirmation notice. What did this confirmation say?

If you want to contact o2 by email you can use the contact form: https://www.o2online.de/service/kontaktformular/

If you terminated (kündigen) the contract rather than exercising your right of withdrawal (widerrufen), that is not o2’s fault.

it just said it will be cancelled on the next possible date, which since I am in period when I can cancel, means now, not in 2026. there was no date mentioned (“smartly”)

No, it doesn’t mean now. The next possible date is at the end of the two year period because you  terminated (kündigen) the contract regularly rather than exercising your right of withdrawal (widerrufen) - two completely different things, and that is not something you can blame o2 for.

All you can do now is write and request early termination as a goodwill gesture. Chances of success are probably not that high, but it costs nothing to ask. Tip: Don’t make any demands and don’t try to apportion blame.

Hello @Hamza Michal 🙂
You have already received helpful answers here 💡
I can only agree with bs0's last answer.
Terminating at the earliest possible date does not mean immediately, but at the end of the minimum contract term, which is apparently what you have done. 
It would have been possible to cancel within 14 days of signing the contract, also by e-mail to widerruf@cc.o2online.de (as stated in the cancellation form, which we sent you in writing when you signed the contract).
Of course, you have the option of submitting an extraordinary termination due to poor network availability, also possible online. This will then be checked by the responsible department and you will receive a written reply.

Kind regards, Kathi

Thank you both, I was in touch with the department and I contacted them again. This issue has multiple levels and the worst one for me is that I am forced to use sercice that is not working in my area. Of course there is no direct button in personal profile for widerruf nor for contract cancellation. Of course if I cancel contract it doesnt mean widerruf because those are two different things even when I am in the period when I cancel it. Do you know what I mean? This is just a game with words and making it enough confusing within legal boundries to put me into this postion and pay for services that is not working and I dont want it, even when my sims were online just 5 days. Now O2 is having a good laugh to have contract for nothing. Is this ok for you?

Hello @Hamza Michal 🙂
I understand that you are very upset about the expiration and termination date.
Of course, if you have no network and cannot use your contract at all, you have the option of submitting an extraordinary termination to us.
This is also possible online. Under “Type of termination”, you can choose whether you would like to terminate your contract with or without notice. You will then be asked to specify the reason. This will then be checked by our relevant department. Is this an option for you?
Kind regards, Kathi

Hello @Hamza Michal 
I wanted to ask you about the latest status and whether you need any further support from us here?
Feel free to give us feedback here
Best regards, Kathi 🌞

Yes, thank you for asking. I am waiting for the official answer. I sent 2 emails on the right address and so far no answer. First one was 2 weeks ago, second few days ago.

Good morning @Hamza Michal 
Great that you contacted us by e-mail. It may take us a little longer to respond. Have you received an answer in the meantime?

Kind regards, Kathi 

Good morning again @Hamza Michal 😀
Could you please update us here on the status of the e-mails you have sent us? Has anything changed in the meantime or can we support you further?

Best regards

Kathi 

Hello Kathi,

it was still complicated until now (without going in too much details), fortunately today I received 2 letters from O2 confirming the cancellation for both numbers (deal). Of course now I can finally stop stressing and I am happy it was possible to find understanding.

Good morning @Hamza Michal 
Great that your issue has been resolved in the meantime. Even if the process took a lot of your time. Please get in touch with us again if you have any questions and we can help you 💙
Best regards, Kathi