You cannot terminate a contract by phone or email (there is no email address!). Your letter to customer services will no doubt be processed by the respective department but it can take a few weeks before you receive a reply.

Also, because mobile contracts are not linked to a specific location, you should be aware that it is not possible to terminate the contract early if reception is poor in one location. The consumer protection agency knows this of course, so although you obviously can (and perhaps should) seek advice from them, they will most likely advise you that early termination would be a good will gesture you have no legal entitlement to.

I would strongly advise you not to simply stop paying for your contract as this will just result in further costs for reminders and the debt being passed on a to a debt collection agency, etc.

How long does your contract still have to run?

I used this to ask for contract termination and that was suggested by O2 customer service.

https://info.o2online.de/kuendigung/
 
Yes is true that contract early termination can not happen if there is no good reception in one local area, but the time I agreed on second contract  there was good signal in my home and I agreed to buy a second contract.
If there was no good signal since the beginning, that I would not buy a second contract and moved to another company.

The way O2 is acting can be classified as fraud, because they provided good signal until I was locked to second contract and than do not want to repair or maintain a good service for their customers.

First contract, the oldest one ends in October
Second contract which I signed after moving to my new apartment(when there was good signal)  ends in 2025 December.

I would agree for the first contract to no be terminated because was signed in another location, but the second one which was signed in my new apartment and now is suffering from slow internet, I want that to be terminated.

I have already filed a complaints in German  customer protection and I am asking in my neighborhood if other people who have same problem with O2 can do same.

That is the correct form to use. You will now need to wait for a response. o2 will inform you by email or post whether or not your request for eraly termination has been accepted.

I understand that you are annoyed by the situation, but you should be very careful making accusations of fraud (in public!), which is a serious crime. You do not know why the reception is no longer good and your contract is not affected by this. There are many possible reasons.

You could have waited for o2 to reply to your termination request, but as already mentioned, the consumer protection agency can give you advice on how best to proceed based on the information you have provided. You can then pass this advice on to other people if you believe it will help them.

I understand that you are annoyed by the situation, but you should be very careful making accusations of fraud (in public!), which is a serious crime. You do not know why the reception is no longer good and your contract is not affected by this. There are many possible reasons.

You say, I should be careful using the word fraud in public. You can look for the meaning  of word fraud and than let me know if I am wrong.
I feel deceived by O2 by promising and offering me a contract which they can not respect while still charging me for what they promised.


Yes, I think it will help other people to know that they complain in German customer service.

O2 customer service is playing circus with me (and very likely with other people) by forwarding us  from one department to another and at the end closing the conversation abruptly.

What is worse and I am asking to change also by asking Customer protection to look onto it, is the fact that to sign a contract I can do it in one of your shops, but to terminate I have to call, send online forms or by post call customer service, endure your game of forwarding from one department to another without a clear answer.

To early terminate the contract, was a suggestion by your technical department not from me.
They suggested that if there is such problem in my apartment, I am classified and can terminate my contracts earlier.
I am sure O2 records our conversations, and you can easily verify.
This is another problem with you, what one department say the other rejects.

Believe me, I know the meaning of the word fraud and the requirements of the offence. Felling deceived is not even close. however, if you honestly suspect o2 of fraud, then you need to file a report with the police.

Your contract states that termination must be in text form. That is quite normal and nothing anyone needs to look into.

o2 technical support (not mine) may have suggested requesting early termination. There is nothong wrong with that, but it is not their decision so they should not be making any promises as they cannot even know whether it will be accepted or not. 

I am sure O2 records our conversations, and you can easily verify.
This is another problem with you, what one department say the other rejects.

You appear not to realise that this is a customer forum and you are communicating with another customer here.

Calls are recorded by o2 anyonymously at random for training purposes but even if you were told by technical support you can terminate the contract early, they have no authority to do that, so it would not mean anything.

The process is actually very simple: Complete the online form, provide detailed justification why the contract should be terminated early and then wait for a decision.

Believe me, I know the meaning of the word fraud and the requirements of the offence. Felling deceived is not even close. however, if you honestly suspect o2 of fraud, then you need to file a report with the police.

There are many forms of fraud, the one for the police is a criminal fraud.
If situation is not being resolved, than for sure I will look the advice of a lawyer and sue O2 if is required.

Companies like O2 for pennies are ready to sue us, but do nothing for days when they are breaching the contract and than dragging for weeks to even be considered if they are breaching contract and resolve their issues.

If one department has or not the authority to say something is not my problem but O2 problem.
They should look to train their employees better, because their employees are their representatives.


I understand that there are other customers here and I am talking with them, but at the end of the day if O2 is ignoring us than we customers should do something for it.

Fraud is a criminal offence. There are other ‘fraud-like’ situations that are not criminal, for example fraudulent misrepresentation in contract law (in German: arglistige Täuschung), and this is presumably what you are referring to.

I don’t see that here either, but again, if you allege this, then maybe consulting a lawyer would be a good idea. They can also explain your contract to you and what rights you have.

Hello @adlion,

welcome to our o2 community 

I understand how a disturbed network and internet connection can disrupt our lives in this times.

I looked with our live check for your address, there is still a disturbed networked, our technicians cannot as of now give a date when it ist fixed.

If you already have registered the distiurbance for your address with us, you can, when it is fixed apply for compensation.

Bestr Regards,

Gerrit