O2 Germany
Reviews and Complaints

If you're thinking about getting home wifi in Germany or Berlin, stay away from O2. Here's why: This company operates as if it's above the law in Germany, completely ignoring customer complaints and failing to deliver promised services. Just take a look at their online reviews. They continue their poor business practices without any real consequences. It is quite remarkable that the German government continues to allow such a malevolent company to operate with such disgracefully poor business practices.

I signed up for home wifi with O2 in Berlin back in June 2023. The installation technician never showed up on the agreed date. I tried everything to fix the situation – visiting their store, lodging complaints online, and calling their hotline. Nothing worked. I couldn't even reschedule the installation. Then, to make matters worse, they started charging me for the installation and monthly service fees without providing any service.

This has been going on for over ten months. No one at the company seems interested in resolving the issue. Instead, they've decided to send their lawyers after me for payment of services they never provided.

Honestly, dealing with O2 has been a nightmare. Their lack of responsibility and customer service is shocking. I strongly advise against using their services. Save yourself the hassle and look elsewhere for your needs.

Horrible company. I canceled my Flex subscription at the end of October (proof by e-mail). I even called support right after my cancellation to make sure everything would be done. They told me it was all set and that my contract would end at the end of November. Now all of a sudden it didn't came through and after a horrible phone call I got the blame for not cancelling the right way. Now the contract will be ended at the end or January. This means I have to pay for 2 extra months. What an awful way of communicating!

My name is Tony Parker.

Born in 29/12/1974.

I have a contact of phone and internet with 02 since November 2022,, and not been able to pay due to my absence in Germany. I am now back and ready to pay.

Please I want to know the total amount and also the account to be transfer into it.

I won't you to send me the reply through my address below.

Tony Parker

Hofstr 21.41065. monchengladbach

Thank you and have a great day.

There is absolutely no way to cancel the contract with this company. I left Germany two months ago, cancelled my contract, sent the router back, received confirmation of cancellation - but nothing works! They are still taking money from me every month, their team is not willing to help and even called me an [censored]. One representative has my email, the other one says that they don't have it. It is a terrible company. Do not use them!

I have made a contract for home internet for an amount of 30.99 euro/monthly in July 2022.

On 24.09 I received an email from them enclosed with a new contract including a telephone number that I've never requested or accepted with their agent on 02.09 who helped me with home internet credentials. And never signed for this contract.

The first agent who took my call on 28.09 confirmed that this contract was mistaken and was being cancelled and I'll even receive a confirmation email shortly which never happened untill today .

Why: In October they charged normal amount, rather O2 started getting forcibly double amount from my bank account 60.99 €. I'm tired of using my single break to contact their unhelpful and force promising services to cancel this undesired phone contract.

They asked me to file a written letter to request for refund on 30.10. 2022, after promising me again that the contract was already cancelled, a letter sent via post... Sadly there's no outcome but now they chose to send me a bill of 123 €.

Since then they I've been making calls and visited their office without support.

This is fraudulent and need to be escalated to legal cases.

I'm blocking o2 transaction from bank as illegal charges..

it's pity, fraudulent.. and unprofessional.. and provide bad reputation... Even to other telecom companies..

On their side, at least they'd have verified that they didn't provide me with SIM card.

Hello,
As the above subject matter refers, I am writing to cancel the telephone contract I have with you on the number as I do not use this and the internet is so slow and does not serve its purpose -
Find details below:
Name; Aderoju Odafen Odewade
Email - [protected]@gmail.com
ID number: [protected]
Auftragsnummer - EPOSC03006094250771
Haendlernummer- [protected]
Kunden Nummer - [protected]
Rahmenvertrag - [protected]

I have ordered an iPhone 14 pro max (purple 256gb)on last October 26, and I was informed that I will receive the phone within two weeks. I am really disappointed that I am not informed the exact time for the phone delivery until now and its almost four weeks now. My sim got activated and I am still waiting for the phone. My registered phone number is +49 [protected] and ordered in the Mall of Berlin store.

We hace cancelled the contract with O2 in July, left the country. We have had paid already 70 EU to O2 for a modem and later in August were told (once outside of the country and the modem is with the new house tenants) that we need to return the Modem. We manage to get the modem delivered on the 7th of August through the tenants (confirmation sent in a screenshot). And now, months after, O2 is trying to charge us 107.1 euros a month for the modem, according to them, unreturned.

During my last trip to Berlin my phone had trouble to connect with the roaming so I found myself calling the O2 Germany customers service, the 1st operator was behind rude as after I’ve explained to him that I was travelling from London so I was a customer of O2 uk he told me “ that’s what you get when you vote for brexit” and he close the phone.

2nd operator was instead very kind and he actually fixed the problem.

Mid-January 2022, I signed up for a monthly contract of around 40 EU, was told I will be charged a 40 EU one time fee. I signed all necessary papers and went home to try my new German SIM card, only to find out my foreign device won't let me use it. I went back to the shop asking for advice, also for a tariff with a device. The shop told me it was not possible since I didn't have a German GiroCard yet. I said fair enough and decided to wait for a month to get things settled. Note that I have never been able to fully go online with my new German number, I was just inserting the SIM card once a week to see if I received anything.

End of January, I received an auto notification saying my bill was 160 EU due 1st February. The breakdown shows 2 different number activations, one of them was not familiar to me. Went back to the shop (3rd time) to see they accidentally activated a second number without my consent. I told them to cancel it, but they told me the only thing they can do is to file a complaint.

I made 2 complaints in total - 1 from the shop, 1 by calling the English help line. A couple of weeks later I received a reply about my complaint on the phone, saying 'Dear O2 customer, we have checked your request. Since your satisfaction is our top priority, we credited your customer account xxx with the amount of EUR 79.98 on January 27th, 2022. This amount will be shown on one of the next invoices and offset against any outstanding amounts from previous months.' I thought this was settled. I never heard from the shop.

On 1st of February, I get a notification from my bank saying I was charged 120 EU. I tried to call the help line for days, but couldn't get anyone on the phone. I visited the shop again (4th time) on 12th February to ask about this, got no answer as the systems were down at that time. They promised they would call me next Monday (14th February). But since I cannot use my German number on my current device, I told them to call me using my current foreign number. They promised me they would call.

Today is 24th of February and I haven't heard of any corrections whatsoever. I have paid 120 Euros for a number I can't even use, for a service I can't even reach, for incompetent customer hospitality at the shop.

In May of this year, after falling pregnant, I sold my apartment and moved into my partner's apartment to prepare for our baby. I cancelled my internet contract with o2 in writing with proof of the sale, proof of my pregnancy and proof my new address (which already had an internet provider. I also sent the router back to o2. According to German law, they should have stopped charging me for internet once receiving this. Nevertheless, they continued charging me. I sent a second letter in August requesting they refund the money charged since May and stop charging my account to which they did not respond. Finally, I called and explained the situation to customer service to which I was promised a response. I am still waiting for a response which I am sure will never come and I am still being charged for a service I am not using. This is completely unethical.

Kundennummer:
[protected]

Hello,

I noted the termination of my contract back in January/February and called within the 10 day time period to confirm cancellation of the contract.
I am wondering if this has been canceled as I was told it would be by the end of the contract which was to be this month.

I have recently gone onto Mein O2 and it now says the contract has been renewed until 2022.
The number I had was [protected].

Be careful with O2. I canceled my contract with O2 and they called me to offer me a "best deal" to renew my contract with them with a new phone. Over the phone they told me it would be 35e a month and I accepted. When I received the contract by email it was 50e a month. So I called to cancel the offer. A week later, they sent me a new SIM card and charged my account. Call customer service to cancel AGAIN. In summary, the charges continued and I had to call three times to cancel this "new contract". Now the phone you sent is lost at DHL and they want me to pay for this phone. Be careful with offers over the phone!

Hi
I receieved a confirmation of my cancellation.
After 5 months they keep sending me an invoice.
When I call (after hours of trying to speak with a human), they tell me it is a mistake.
What to do?

To Whom It May Concern:

I am writing to formally file a written complaint based on a simple error which has happened with my O2 account, and has yet to be resolved. In addition, I will provide other issues which should also be handled by O2. Below I will provide the facts as it happened:

26 September 2020: I went to the O2 store in Ollenhauerstr. 6/PEP, 81737 München. I signed a contract with a deal for two numbers (o2 Unlimited + o2 3GB), for approx. 45 Euro/month. I wanted to port my Kaufland phone number ([protected]) to the 3GB line. The unlimited number for this contract is [protected].

I left the store with two SIM cards:
1) [protected] - phone number [protected] - Unlimited plan
2) [protected] - phone number [protected] - I was given this SIM with a temporary O2 number, as I had placed the request to port phone number [protected] (from Kaufland)

1 October 2020 (invoice [protected]/06): I received the first invoice for this contract, and I was charged for two lines, which is correct; the credit for this invoice was moved towards the following month. However there was an error, because there was one phone number was showing as [protected] - which I did not want to keep; this number should have listed the Kaufland number ([protected]) which I had already requested to be ported on 26 Sept. Up to this point, the phone number had not been ported yet.
When checking the paperwork from that day, I noticed that there was an error - it showed an incorrect phone number in the Auftragsbestätigung zur Rufnummermitnahme. The papers show the number to port as [protected], where it should be [protected]. This is probably why my number did not get ported before the invoice came.

1 October 2020 (invoice [protected]/06):
I was charged 39, 89 Euro for phone number [protected] - this is not a number at all which I am using. This is clearly an error on O2 side - a refund should be given for this incorrect charge to my account.

6 October 2020: I called O2 Customer Service [protected]) to advise and correct the number on the Auftragsbestätigung zur Rufnummermitnahme so that the invoice can be shown properly with the right numbers.
One week later, the Kaufland number was finally ported to O2.

2 November 2020 (invoice [protected]/06): Again, I was billed for the same two lines: [protected] and [protected].

2 November 2020 (invoice [protected]/06): However, since my Kaufland number was ported in October, I was charged for that as a third line. What I should have been charged was for only two lines [protected] and [protected]; the number [protected] should have been removed (since this was a temporary number given as I was waiting for the porting to happen).

This additional contract was created in error. This number should have replaced [protected] in the previous month.

8 December 2020: I went to the O2 Store in München (Ollenhauerstr. 6/PEP) to explain and correct the issue. I spoke to Daniela Canu (Daniela.[protected]@o2-filiale.de) who assured me that she understood the problem and would forward my issue and I will have a proper resolution.

3 December 2020 (invoices [protected]/06, [protected]/06): I am still being invoiced for three numbers [protected], [protected] and [protected].

16 December 2020: I received a letter stating that I have signed three contracts, which is not the case. I have signed for two contracts; the third contract was an error on the O2 representative that I spoke to over the phone. The O2 representative misunderstood me, and he ported my Kaufland number to a new contract, instead of understanding that I was calling to correct the error (on the Auftragsbestätigung zur Rufnummermitnahme from 26 Sept) - to port my Kaufland number to the existing O2 contract.

1 January 2021: I went back to the O2 Store in München (Ollenhauerstr. 6/PEP) to explain again. I was told by the in-store representative that she would need to forward it to the central O2 office, and my bill would be corrected. Have yet to hear a response.

5 January 2021 (invoices [protected]/06, [protected]/06): I am still being invoiced for three numbers [protected], [protected] and [protected].

In summary:
On 26 Sept, I was clear with the O2 salesperson in Munich, that I only wanted one contract/deal with two lines: Unlimited + 3GB, with the knowledge that I wanted to port my existing Kaufland phone number to one of those lines. I was given only TWO SIM cards that day, in addition we completed the Auftragsbestätigung zur Rufnummermitnahme; so I was perfectly understood. Prior to me leaving the store, I was handed two sets of paperwork, with the two SIM cards attached to each. As the documents are all in German (and I do not speak German), I trusted that the O2 representative included the correct papers and executed the contract as we had agreed.

Each time I have dealt with O2 to resolve this issue (either on the phone or in person), it is verbally understood by the O2 representative of the issue, and they assured me they will correct it. However, the response I received on 16 Dec, as well as seeing the issue existing in the O2 online portal, shows that the issue is NOT understood by O2.

It does not make sense for me to call on 6 October to initiate a new contract to port a number which I had already requested to port that same number on 26 Sept, as shown in the paperwork. My phone call to O2 on 6 October was a follow-up to the service I received on 26 Sept, not to buy a new contract. Further, sending me a post on 16 Dec stating that I signed a contract for three lines is unacceptable, because I have proof that on 26 Sept I wanted to port the number - NOT create a new contract.

Nor is it acceptable to tell me that I cannot cancel the phone number [protected] because I signed a contract. It is very clear that I only wanted two phone numbers with O2, not three. O2 should be responsible for the misunderstandings, and resolve the situation for a paying customer.

As such, in order to rectify the situation, all I am requesting is the following to be done:
1. Going forward, have ONE invoice for two phone number: [protected] and
[protected]. All other lines/invoices to be removed from my account.
2. Refund of 39, 89 Euro as per invoice [protected]/06. The phone number on this
invoice is [protected], and is not a number which I have ever seen or used.
3. Refund of 32, 63 Euro for the additional line that was created in error (invoices
[protected]/06, [protected]/06, [protected]/06).

Thank you for your time and consideration for this issue.
Vijhay Krisshna Mahenthren

Hello.

I have this SIM since 2018 and everything was fine so far.I was charged twice with same amount of 10 Euros for the same month. I'm currently running a prepay SIM card (Loop) which requires a data package of 10 euros monthly, but on May 5th this was charge firstly then on May 7th they took 10 euros more.
Would be good whether O2 can reimburse my credit and add the 10 euros missing.

My mobile number: [protected].

Many thanks for looking into this.
Best regards,
FR

Dear Customer Services,

My Customer Number / [protected]
Since July 2019

I am writing with regards to all my contracts with O2 Telefonica i.e., Mobile contract and DSL Contract. This is probably the fifth or sixth time I am contacting O2 Telefonica that I no longer live in Germany and would appreciate if all these contracts are terminated with immediate effect.

Like I have explained several times, I submitted a cancellation letter three months to the end of my contract (contract end date 30/06/2019) and apparently O2 did not get the letter ( I was told in one or more of several conversations with O2). Please note that I also sent out cancellations letter to other companies I had contracts with and they received them using the same post office. See attachment for all the cancellations I prepared in March of 2019 for contracts to be terminated by end of June, O2 telefonica being one of them.

After a week, I called again and was told that actually, my cancellation could not be processed because it did not have my customer number on the letter. However O2 Telefonica did not write me a letter to inform me about why my cancellation was not processed. The letter however had all my names and my address on it meaning O2 Telefonica could have contacted me in this regard.

I have not been using these services since July 2019, I now live in the USA with a new contract and would greatly appreciate if these contracts could be cancelled with immediate effect.

I have mentioned several times that I have not unregistered myself from the registration office for family reasons .I have asked several times, if there are other ways to proof that I no longer live in Germany but I have not been given other options. If you check the activities of my accounts, you will see clear proof that I am no longer using these services.

I fine it very unfair and a total lack of common sense for O2 Telefonica to be withdrawing almost 60 Euros on a monthly basis (29.9 Euros for handy and 29.9 Euros for DSL) from my account without any shame from July 2019 til date. This to me is exploitation of the worst kind. Bear with me, that I have been a long serving client of O2 Telefonica for more that ten years and this is just not how you treat a client who has clearly indicated that he no longer want your services and want to cancel such services.

Please kindly forward my request to top management to examine my case carefully with due diligence and get back to me. I will also want a full refund of the funds that have been deducted from my account from July 2019 til date

My current contact information is
Tel +[protected]
Email: [protected]@yahoo.com

Look forward to hear from you

Kind Regard
Emile Fon

I have received a bill of 35.19€ instead of 19.99€ for this month. My mobile number is +49-[protected].

On careful examining on the website, I could see some mobile ringtones thrid party services has been automatically subscribed to my account. I am not getting the reason why it got subscribed automatically. 3 services is automatically activated on my account amount to 4.99€ each. i.e a total of 15€ extra Which I was not being informed neither have used it.

I would like O2 Germany Team to refund my money as soon as possible otherwise I have to take certain necessary action against the company.

Thanks in advance.