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Dear O2 team,

I use your HomeSpot service. Since February I have been struggling with many interruptions in my internet. I contacted the O2 hotline to find out the problem. The issue was always a technical one. In March I had to be quarantined for a few days and unfortunately the internet connection was bad for a couple of days that time which was a big problem. In my contacts with the O2 hotline, the colleagues were nice and tried to help. But the problem was still there. On 23 May I had another phone call with the English hotline, your colleague was very helpful and informed that the technical problem was solved. Yesterday I had very short interruptions again, I hope it will not turn into the same frustrating disconnections, otherwise I am afraid I will have to terminate my contract with O2!

I will appreciate your good service and also compensation for the interruptions I have suffered so far.

Thank you for your attention.

Kind regards,

Leila.

Edit o2_Bianca: Moved to English o2 Community Mobile

 

 

Hello @Rosa-lena ,

welcome to the o2 Community 💙.

I hope your connection remains stable for the foreseeable future and if there are issues than I’m sure we can see if there are any help we can offer for that.

Concerning the issues that you’ve had over the past weeks, a request for compensation can be made online here: https://www.o2online.de/service/entschaedigung/

 

Kind regards, Sven

Dear Sven,

Thank you for your reply!

Unfortunately I am still struggling with the interruptions and the interruptions last very long mostly on the weekends. unfortunately I want to cancel my contract with O2 as soon as possible. Please let me know when this cancellation will be effective.

I also tried to fill the refund form for the time I am suffering from the interruption (starting from February 2022), but since my problem is not solved yet, I don't know what is the correct date for the end of the interruption.

Please let me know how to proceed with cancellation and refund.

Thank you for your prompt reply.

Kind regards, 

Leila 

 

Dear @Rosa-lena ,

a refund can only be made if the respective reported restriction has actually been remedied. Processing is also only carried out by the relevant specialist department.
You can cancel your contract as normal at the end of the 24-month contract term.

Kind regrads,

Andrea

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