Hello,
I am disappointed and mad because O2 cannot give me DSL or LTE internet with the speed indicated in the contract. Meanwhile, O2 refuses to cancel my contract even though I requested it only after 10 days of the start of the contract. However, the seller had told me that I could cancel until two weeks after the start of the contract.
So this is my experience with O2 until now:
1. I wanted a DSL connection for my new home. I checked the availability of the connection on the O2 website and the site verified that I can have a DSL connection at my address. So I requested a 50 Mbps DSL connection.
2. After A few days someone from O2 called me and told me that it is not possible for O2 to provide a DSL connection at my address. She said sorry and also told me my request will be canceled. After an hour, I received a cancellation by email.
3. I went to the O2 shop to ask questions. The seller suggested me to get an LTE connection for my home with a speed of 50 Mbps instead of DSL. He also told me the contract can be cancelled until two weeks from start day. I took it because I was thinking I can cancel it and also I needed internet (obviously)
4. I started to use the modem and simcard but the speed was very very low. The average was lower than 16 Mbps and sometimes it was around 2 Mbps. It was not possible to attend meetings during the day or stream HD videos. I tried very hard to improve the connection. I tried the connection with 4 different modems and in different locations of my house, But the speed did not improve.
5. So I requested a cancellation after 10 days of the start day of the contract. I returned the modem and I sent a request for cancellation from the O2 shop where I bought the LTE modem and Simcard.
6. After a few days I received an email indicating that I do not have the right of cancellation!!! I requested again, and did not receive any response!
7. So all I am saying is that it is ok not to provide me internet with 50 Mbps speed, even though you told me that you would provide it. But why you do not terminate the contract only after 10 days of the start day even though you told me that I can terminate the contract until two weeks??
The connection speed is significantly lower than what is indicated in the contract, but O2 refuse to cancel my contract even only after ten 10 days of the start day.
+7
- Profi
- 39147 Antworten
-
27 May 2022
The information you were given in the shop was incorrect. The 14 days only apply to contracts concluded online or by phone.
You could go back to the shop and ask them to cancel the. Interact. If they refuse, you could then submit a complaint because you were wrongly informed explaining your situation.
The information you were given in the shop was incorrect. The 14 days only apply to contracts concluded online or by phone.
You could go back to the shop and ask them to cancel the. Interact. If they refuse, you could then submit a complaint because you were wrongly informed explaining your situation.
Hello, Thank you very much for the information. I went back to the store and he told me that what he had meant was that I can change the contract to something else, not completely cancel it. However, I have no choice other than LTE contract because O2 cannot give me DSL internet. Anyway, he submitted a cancellation request from my side and the response was that I cannot terminate contract. He submitted another request and until now I have not received any response for the second request.
The information you were given in the shop was incorrect. The 14 days only apply to contracts concluded online or by phone.
You could go back to the shop and ask them to cancel the. Interact. If they refuse, you could then submit a complaint because you were wrongly informed explaining your situation.
Another question: How can I submit a complaint in my case?
- Moderator
- 9874 Antworten
-
2 June 2022
Hello
You can put your request and your complain on all our customer channels.
If you want, we can try to help you here within the community.
What tarifplan do you have? Which router are you using?
kindly regards
Michael
Hello
You can put your request and your complain on all our customer channels.
If you want, we can try to help you here within the community.
What tarifplan do you have? Which router are you using?
kindly regards
Michael
Hello Michael, Thank you very much for your response.
I am using ‘’my home M’’ LTE plan. I was using ‘’O2 HomeSpot 2 LTE’’ modem but the speed was low. Then I decided to change the device and bought a ‘’TP-Link Archer MR600 AC1200 LTE Router’’ since it supports 4g+ technology. it didn’t improved the speed. Then I decided to try with a modem from another company. Surprisingly, speed improved, but still not satisfactory. (much lower than ‘’normally 38 Mbps’’ that is indicated in the contract). I also tried with my phone. but again, no improvement. I also tried different location inside my home with different modems. It didn’t work either. After that, I got tired and decided to return the modem and terminate the contract. I was thinking I can terminate it until 14 days because that was what I had heard in the O2 shop when I wanted to sign the contract. but it seems that I was given false information….
All I want is to give me the internet with ‘’normally 38 mbps’’ speed. If it is not possible at the moment, then please terminate my contract.
best regards,
Omid
- Moderator
- 9874 Antworten
-
5 June 2022
kindly regards
Michael
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