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O2 does nto close contract after antenna problems


I have 2 contracts by O2.
Since more than 2 weeks there are problems with an antenna in my area and internet is slow and unstable.
I have been with O2 customer service multiple times being redirected over and over from one department to another.
Technical department has confirmed that there is an issue with the antenna and there is no good 5G signal(for what it matters 4G LTE is also very bad) and if I do not have good internet I should close the contract due to missing parts which O2 supplies from China (technicians words, not mine).
I have attempted to close the contract by phone, writing(email) to O2, writing to Nurmeberg office but no success.
None of the offices reply, customer service just redirect from one department to another until they close the line on your face.
I have allowed O2 to charge by bank for July(I had service in July), but will not allow to charge for August.
There is no point to not have service, and charge my bank.
I am working from home and this impacts my personal life and my work.

This is madness, paying for a service which is not delivered and O2 accepts that is their fault.
Before the technical problem I have had not problems with internet or signal, since the problem with the antenna I am having such problems.

Meanwhile I am trying to be in contact with other O2 customers in my neighborhood and complain to German customer protection for this kind of troubles O2 is causing.

edit o2_Gerrit 19.08.2024 12:43 moved to English O₂ Community: Mobile

Lösung von o2_Gerrit

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

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19 Antworten

bs0
Profi
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  • Profi
  • 42087 Antworten
  • 18. August 2024

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?


  • Autor
  • Neuling
  • 4 Antworten
  • 19. August 2024

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.


bs0
Profi
Forum|alt.badge.img+9
  • Profi
  • 42087 Antworten
  • 19. August 2024
adlion schrieb:

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

https://info.o2online.de/kuendigung/

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.

adlion schrieb:


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.

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.

adlion schrieb:


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.

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.


  • Autor
  • Neuling
  • 4 Antworten
  • 19. August 2024

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.


bs0
Profi
Forum|alt.badge.img+9
  • Profi
  • 42087 Antworten
  • 19. August 2024

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.


  • Autor
  • Neuling
  • 4 Antworten
  • 19. August 2024

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.


bs0
Profi
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  • Profi
  • 42087 Antworten
  • 19. August 2024

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.


o2_Gerrit
  • Moderator
  • 6986 Antworten
  • Lösung
  • 19. August 2024

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


  • Neuling
  • 4 Antworten
  • 25. Januar 2025

Hi!

@adlion I am in the EXACT same situation. I had a contract with O2, everything was great. Once the contract was about to finish, O2 agent called to ask if I want to renew the contract and I did. Soon after that, my connection is terrible. But so terrible that I can barely send a photo via whatsapp. Like really really bad. I have been sending notifications via Live Check and so on, calling the customer service, but nothing changed… Did you manage to resolve your situation or cancel the contract in the meantime?
Would love to hear how it’s going for you.. 

Thanks!


  • Neuling
  • 31 Antworten
  • 25. Januar 2025

I have a contract with O2 Mobile Unlimited On Demand Online 300 Mbit/s.
Around 12 in my area there are problems with the antenna, and the Internet is strong and unstable.
We have been redirected to O2 customer support from one department to another more than once.
The technician confirmed that there is a problem with the antenna, and there is no coverage of the 5G signal (which is important, 4G LTE is also really bad), and since I don’t have good Internet, I have to close the contract through the Internet Swedishness.
I tried to close the contract by writing (by email) to O2, writing to the office in Nyurmeberzi, but without success.
Every office does not respond, customer service simply redirects from one department to another, until the stench does not close the line on your face.
I allowed O2 to charge a fee through the bank for the yellow, leaf fall, breast 62 euros per month. Speed ​​10 Mbit/s
There is no sense in not mothering the servants and collecting payment from the bank.
I work at home, and this affects my personal life and my work. The base station is constantly overloaded. The company has fooled me with the speed of the Internet.
For God's sake, pay for service that is not expected (this is cheating), and O2 will be fine, which is her fault.
I constantly have technical problems with the Internet and signal, after the problem with the antenna I have the same problems.
 I will be committed to serving the clients of Nimecchina, and do not sacrifice your minds and services to the Internet. I request that you terminate the contract and compensation. Your company has encouraged me to terminate the contract.


  • Autor
  • Neuling
  • 4 Antworten
  • 26. Januar 2025

@Sahort 
It is impossible to cancel the contract.
They just ping pong you from one department to another and at the end tell you that because this is a mobile contract, according to law in some areas there might not be coverage.
Currently they fixed in my area the antenna issue, but only for 4G.
They have disabled 5G  and the speed is not great.
I have just being stuck with O2 and as soon as both my contracts are free from min contractual period I will move.
When I was talking with one of their technical support, they told me that they do not have 5G antennas due to some issues with the antennas provider in China.
I would be interested to know if this is true, and if your issues will be solved using just 4G antennas or they will provide you 5G antennas.

Also do not forget to complain to German customer protection.
If we become a lot, than customer protection should have a look on this kind of unfair treatment they do.


  • Neuling
  • 4 Antworten
  • 26. Januar 2025

@adlion Thanks for replying here, I appreciate it! Happy to hear that you have at least an okay/ish 4G signal now...

Yeah, I figured it’s impossible to cancel the contract. I will try to be patient and hope that at least 4G gets better. 

Thanks and good luck :)
 


o2_Gerrit
  • Moderator
  • 6986 Antworten
  • 31. Januar 2025

Hello ​@Sahort,

welcome to our o2 Community 🙂

That is not so nice that the mobile network reception at your address is not good. A very good move to see your address in our live check, did you see and/or report a disturbance there?

Best Regards,

Gerrit


o2_Gerrit
  • Moderator
  • 6986 Antworten
  • 31. Januar 2025

Hello ​@adlion,

that is unfortunate, that until now our 5G network is not improved for your address. I could take a look at our network coverage map and there are going to be extensions planned within the upcoming weeks although from here we cannot predict the exact changes and improvements:

Best Regards,

Gerrit


  • Neuling
  • 4 Antworten
  • 31. Januar 2025

Hi ​@o2_Gerrit 

 

Thank you :)

I did the live check, and reported bad reception there. Nothing changed, nor did I receive any update.

It says there that 5G signal is bad, but 4G should work perfectly. Well, that’s not the case… I can barely send WhatsApp texts..

 

If you can help somehow, that would be very appreciated.

Thanks!


o2_Gerrit
  • Moderator
  • 6986 Antworten
  • 31. Januar 2025

 ​@Sahort, I did check your address in our live check. Indeed, 5G is not suitable for a good connection within buildings as of now, and for 4G there are “Einschränkungen” reported, which are restrictions, not disturbances:

This means that extensions have to be done, not repairwork. With extensions, for example for new stations for which a new place has to be found and rented and permits have to be obtained, comes because of this a different timeframe than for repairwork.

Best regards,

Gerrit

 


  • Neuling
  • 4 Antworten
  • 31. Januar 2025

Hi ​@o2_Gerrit 

 

I appreciate you looking into this, it actually helps to understand what is going on and why the reception is so bad for so long.

This is very unfortunate because it’s almost unworkable as it is now. Do you maybe know when is this supposed to be resolved? And is it possible to have some kind od tarif reduction at least? Because at the moment I have to use another network/provider :(

 

Thanks

 


o2_Gerrit
  • Moderator
  • 6986 Antworten
  • 1. Februar 2025

Hello ​@Sahort,

as of now there is no new station planned near to your address, but we can only look 4 to 8 weeks ahead.

A reduction - Minderung - is at the moment for mobile contracts not possible, as the tool to proof reduced network coverage is still in development with the federal network agency (Bundesnetzagenbtur).

Best Regards,

Gerrit


o2_Gerrit
  • Moderator
  • 6986 Antworten
  • 2. Juni 2025

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