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.