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Extraordinary cancellation refused due to no acceptable reason


I initially signed up for SIM-based Internet on September 3, 2024. Before subscribing, O2 checked my area code and confirmed that the 50M plan would work fine. However, after testing the service for a few days, I could only get around 200KB/s due to poor coverage, despite relocating the SIM router multiple times around my home.

I immediately went to the O2 shop , and requested cancellation within the cancellation period. The saleswoman assured me that she had canceled the contract and that I would not be charged. However, I continued to receive charges every month after that.

I tried to contact her again, but she was in the hospital. When I reached out to the O2 call center, a representative informed me that my contract had never been terminated and guided me to fill out an online cancellation form. I submitted this form twice, but nothing changed.

After multiple attempts, I managed to contact the hotline again in December. This time, a representative convinced me to switch from the SIM-based Internet to Landline (Internet & Festnetz O2 Home S 50) instead. I agreed, thinking that since I already had a contract with O2, switching would be a better option to avoid further hassle. I was told that the new service would be activated on January 10, 2025.

I waited for a month. The service was activated, and the router was configured. However, there was no socket in my home to plug in the router. I contacted O2 support through the app, and a technician was sent to fix it. Unfortunately, even with assistance from the O2 call center, he could not resolve the issue.

The call center then promised to send another technician. I waited for a week and received confirmation that a technician would arrive on January 28 between 9:00–12:00. However, no one showed up. When I called after 12:00, I was told they couldn’t come and was asked if I would be available the next morning. I agreed.

I waited again the next morning, but no one came. When I called after 12:00, another representative told me there was no record of a second appointment. At this point, I was furious and decided I would not waste any more time.

I sent an official termination letter to O2, explaining everything, but received no response. Meanwhile, invoices continued to be issued. I sent another letter, only to receive a response stating that my contract could not be terminated because I did not have "extraordinary reasons."

I strongly believe that the problems I have faced should be more than enough justification to cancel this contract, as O2 has failed to deliver the agreed service. I have repeatedly sought help, and with the assistance of my colleague, I have contacted several O2 departments, only to be redirected to various numbers with no resolution.

 

edit o2_Manga: Beitrag abgetrennt und neu beschriftet. 

4 Antworten

o2_Matze
  • Moderator
  • 22106 Antworten
  • 7. April 2025

Hello ​@MPS-Berlin  
Welcome to our o2 community, nice to have you here.

First of all, I am very sorry that things have gone so badly so far, which is of course not in our interest either, so I would like to formally apologize.
One question first: do you live in Benjamin-XX or Arnold-XX Straße? (Quick info: I haven't written out the street names to protect your data, just in case you're wondering). 

The background to my question is that your internet connection is in Arnold-XX Street, but your contact address is in Benjamin-XX Street, which confuses me a little.

Perhaps the answer to this question will help us to find the reason why it has not worked so far.

Yours sincerely, Matze 


  • Autor
  • Neuling
  • 2 Antworten
  • 7. April 2025

Thank you for the question about the addresses. Yes, I know it could be confusing. Let me confirm that Benjamin... is my office address, while Arnold Zweig... is my home address where I use this landline internet. I put Benjamin in my contract just for the purpose of delivery of the router because most of the time I will be at the office and I don't want to have any issues when the deliver comes to my home and nobody is home. 


o2_Matze
  • Moderator
  • 22106 Antworten
  • 7. April 2025

@MPS-Berlin  All right, I understand. Thank you for clearing that up.
I'm sorry that the colleagues on the hotline haven't been helpful so far. One question: Have you had any contact with our English-speaking hotline? If not, I can recommend them to you, as they have specialists for all topics, especially everything to do with the Internet.  

You can find everything you need to know in the following article 

I think it would be important in your case that we succeed in activating your connection. Our colleagues on the hotline can help you with this. 
If a connection in your home is not technically possible, you have the right to extraordinary termination 

Kind regards Matze 


  • Autor
  • Neuling
  • 2 Antworten
  • 7. April 2025

I have contacted them a few times but nothing worked out. Sometimes they kept asking me to call this department and another and sometimes after waiting on the line the call was cut. Then I had to restart my call and explaining everything again and again. Nothing worked out so far. All of these should have been quite enough for me. As a customer I should have the right to leave any service that causes more headaches than the benefits it offers. 


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