o2 Deutschland Reviews 13,440

Ive had a very bad experience with O2,even though they charge so high.I signed the contract for fibre glass connection, then I was told and even written in the welcoming letter that my technical appointment is on 26th November.Almost 1 month after I signed the contract.On 26th November,no one came, I got a call from Telecom saying I need to fix an appointment date.They said the earliest date is on 11th December. Again Half a month.On 11 th Dec the technician came and activated the modem, then I received a message from O2 saying my router will be activated on 23 rd dec, So again almost a half month, so here its been 2 months.On 23 rd Dec, router wasnt getting activated, there were some technical issues and hence i needed to book a technical appointment.I called them 5-6 times, the worst thing is they would fix an appointment, and the technician wouldnt call, and then i would get a message that technician couldn't reach me(I dont even have a Missed call).In some cases , they call you at 8-9 in the evening.If you dont pick up the call , again the appointment is cancelled.Its more like you have to serve them and remind them, they will only try once and if you give them a chance, example by missing their call, they wont try any further.I missed my University lectures to stay at home and no one would show up.This happened multiple times and I got frustrated and asked them to cancel my contract.Now for this you cant even send them a letter on email , because they font have a customer service Email.Everything is by hotline call and each time you have to explain the complete story to the customer care person.The method was to send a written letter to their office, which I did and I got a reply to that saying they cant cancel it, since I didn't gave them a chance to correct the issue. 'I called you for like 10 times!!' I wanted to reply , but you cannot since they sent this message with a non reply mail id !! It was a very disappointing situation, and gave me a lot of headache and stress.I tried to cancel few times ,again could not reach them properly.Then I decided to take it up anyways and called them, So after 2-3 calls got an appointment, the guy came in and resolved the issue.This was yesterday and today is 8th Feb.All this while they charged me the money for January, which again I had to call them to get it refunded.Nlw Wifi is working, however Im supposed to get 250 mbps whereas , im getting only 20 mbps, so I guess I have to keep calling them every week until my term ends.Im stuck with this company for two years.

Summary:
Costly
Unsatisfactory Customer Service
No customer care mail id.
Dont go for it.

Nothing works with them , always have to struggle to do something.
I want to log in , have 2FA with sms , they dont sent the sms , i log in using code sent via email. then i want to activate an eSIM , they ask again for the security code , even though im logged in , and this time the only option is sms , whih never comes , and never will apparently because now i have requested to many times the damn sms confirmation that is block for 24 hours. This is just the most recent adventure with this shitty company and their shitty website and app

Terrible experience. I am still waiting for a refund for a package that was lost by DHL since August and they said it will be another 1 to 2 months now... I have called numerous times and every time there is a different answer. I have also written to their support by email and they don't even reply to me now.. I am cancelling my service with O2 and do not recommend their company at all.

I had a contract for me and my wife for more than 3 years.

At some point, I got an offer by phone from O2 service personnel.

They knew I'm a customer and they offered me a new contract because it will be cheaper than my existing one.

So I signed it. Then I realised that they didn't cancel my previous contract. I realised it after 14 days. Now they refuse me to cancel one of the contracts.

I need to pay for 4 numbers for the full next year now.

THIS IS THE SCAM, literally.

I close all the relations with them once the contracts are ended.... Never O2 again!

22 min waiting on the phone waiting for anyone to answer me … i was convinced sign a new contract and that they can port my line to another line without loosing my number … its been a month now

One of the worst experiences I had was with this stupid service. They call you saying that they have better offers for you because you were their long term customer and said that I can import my old number and keep using it and now after many calls they did not import my number and kept saying it will be done soon but nothing worked, they did not do anything and now they are saying that I need to have 2 sim contracts which I don’t need. Making the new contract was done in 5 minutes via a phone call but to cancel it we need to make so many calls to their customer service and Everytime a new employee comes up with a new rule and we were still unsuccessful in cancelling the contract which they kept it till 2026 without my consent. They just want to tire you out and manipulate you into using their services but wont cancel your contract. Even 2 weeks ago we called and employee said that the contract has been cancelled auccesfully but when we called them last week they said it was not cancelled. This is beyond stealing innocent people money.

They are the worst and beware of them , never sign a contract with them because you will never be able to get out of it.

Worst Customer Service!

I’ve never encountered such poor customer treatment. I cannot recommend O2 as a provider to anyone.

I had a two-year contract for a SIM card, but when my phone broke, I asked to update my contract and include a new mobile phone. To my surprise, they told me I’d need to sign a separate contract for the phone! How does it make sense to pay for two separate contracts with the same provider?

O2 seems only interested in taking your money. There’s no proper consultation or support. What’s even more disappointing is that they seem to take advantage of newcomers.

Save yourself the trouble—stay far away from O2!

They manipulate their customers by offering specific prices, but when you subscribe you will be surprised by another higher price, without making it clear from the beginning. Moreover, their customer service are totally unprofessional and superficial!

If I can give 0 I would give 0. They have one of the worst services possible in germany, first they call me because I was their longest customer and to offer me some discount of I take a new sim contract and that I can import my old number within 24 hours but now if I call them after a month because number was not changed and it’s important that I have my old number with me their response is that I have to keep 2 contracts and 2 sims even if I don’t need them and that number importing was not applicable and it’s very stupid because I called them at least twice before that and they kept telling me that I have to just wait and importing is in process and I find all this extremely dumb and that O2 people are bunch of thieves and their customer Service is a nightmare every time new person comes up with new rules

I am extremely disappointed with o2.de's handling of contract cancellations. I specifically chose a monthly contract and paid extra for the flexibility to cancel it easily, but the reality is far from simple. Despite their promises, the process is riddled with unnecessary roadblocks designed to frustrate customers and keep them paying.

Firstly, they refuse to cancel contracts in-store, forcing you to rely on their online system. However, the online cancellation process is intentionally complicated. Even if you submit the form correctly, they seem to find minor, arbitrary issues to reject your request, ensuring they can continue charging you. To make matters worse, they only send critical updates via SMS instead of email, which can easily be missed, especially if you're using a data-only plan in a modem. It feels like they deliberately choose the least reliable method of communication to create more hurdles.

If you're looking for flexibility and transparency, I strongly advise you to avoid o2.de. Their practices are misleading, untrustworthy, and exploitative. I deeply regret signing up with them—save yourself the headache and choose another provider!

1 star because you cant give 0.
Kind of matching with the quality of data

It is a scam, run away, never get a contract or you will regret it when you decide to cancel the subscription. I left Germany and the agent explained me how to return the rooter, scanning the QR code and then sending it via dhl. I did exactly as they said, following their protocol. I am outside Germany and they say they never received the rooter from DHL. I have the receipt from dhl still. Every month they send me different bill for it. When we speak and explain the situation they say they will open a ticket. I have probably had 100 calls with their customer support. Every agent say the exact opposite thing. One said your account is closed, but why they keep billing me every month. Apparently i am hiring a layer and will fight o2. They are very sneaky and will do their best to charge you as much as possible.i never in my life had a worse experience with other operator and i lived in 8 countries. Never ever get anything beside prepaid with this scammers

O2 is a joke of a company! At least in Germany! I have never experienced such bad internet in my life…Every other day it’s down and not working…when it’s working, it’s slow as a snail…you can’t even have a proper iphone software download without the internet constantly crashing! It’s 2024!! wake up O2 or make room for others!!!

The worst company I ever had to deal with. The customer service is inexistant. The network quality is really bad. I wouldn't recommend this company. Definitely the worst internet provider of Germany.

I'm trying to cancel my contract because of the quality of the network 5G very bad and totally not useable. I sent email, letter, call many times, WhatsApp message but the only thing they're doing is intimidating me with lawyer papers to claim the payments for an inexistant service.

Worst network ever, at first it was just a little bit of packet loss, now the speed i am getting is 0.5 mbps, and i have a high volume data pack, worst wifi network.

I visited O2 kiosk in MediaMarkt Hamburg today (October 21st) to resolve an issue with my O2 contract. Unfortunately, my experience was deeply disappointing due to the unprofessional behavior of a staff member at the O2 kiosk. From the moment I started explaining my situation, she seemed disinterested and cut me off mid-sentence, displaying no patience or customer service skills.

When I tried to clarify my issue, she responded in a dismissive and sarcastic manner, which felt extremely disrespectful. I was there to inquire a payment for my contract, which had previously been rejected by my bank on October 10th, but her attitude made the situation much worse. When I asked for the address, she didn’t even take the time to spell it out, just pointing vaguely and leaving me confused.

I mentioned that she could be more friendly, to which she responded that she was trying to be friendly—this didn’t reflect at all in her actions. Her behavior was incredibly unprofessional, and I left the store feeling hurt and frustrated.

It’s shocking that O2 continues to employ staff who treat customers with such disregard. This was a terrible experience, and I’m extremely disappointed in how this was handled.

Dear Trustpilot, please allow us to give 0 stars in the future! Horrible o2

2 years ago, without my knowledge, they connected me to a paid service related to games, which I had never even heard of or agreed to. I accidentally noticed it in the account details. After I complained, they agreed to refund my money only for six months.

Worst company for a mobile plan I've ever dealt with. Worst coverage, reception, and app. Trying to sort out different plans was a nightmare. Even getting SEPA to finally work was awful. Worst English support.