I have been an O2 customer for nearly 20 years - in both Ireland and Germany. At the beginning of this year I moved to the Black Forest in southern Germany and discovered that in the area I am living in, there is no possible O2 service. I emailed O2 advising I would have to cancel my contract due to a lack of service and as this was the case, should not be charged a penalty fee. I then received a letter more or less telling me it was my fault if I had moved and therefore would have to pay until the end of my contract which is November.



At the end of April I received a call from an O2 agent who checked to see if there was any service in my area and she confirmed there wasn't and that O2 hoped, in the future, to be able to provide a service but it would not be this year. She also confirmed that because O2 were unable to provide any service, I would be allowed to cancel my contract without penalty. I told her that I would do this once I had found a new provider.



I advised O2 when I had a new provider and told them I wished to cancel my contract, which I would not have to pay until November. I got another letter telling me I would have to pay ungtil the end of my contract as O2 couldn't guarantee 100% service at all addresses. I tried calling O2 and spoke to a very rude, unhelpful man who told me I couldn't have had a conversation with an agent who told me I could cancel without penalty - in other words, he was calling me a liar!



I don't have an issue with not receving a service at my address - I have an issue with not being able to receive a service anywhere in this area - there isn't even an O2 shop. My post code is 79809. I am still paying for something I cannot receive or use. My last resort will be to go to a Citizen's Advice Bureau or a solicitor as I am sure that if a provider is unable to provide a contracted service, the customer can cancel without penalty.



I would be very interested in hearing your response to this situation.