o2 Deutschland Reviews 13,440

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.

Long story short: I own an online business that requires fast and reliable internet. Choose another provider because o2 is not helping!!
So,
I am a customer at O2 since 2019-2020 but I cannot recomend it anymore. First I have got phone service from o2 and since 2022 I have also got internet at home from them.

The phone services are bad.. a lot of areas without internet . Areas where vodafone or others have signal, I have no signal there..

Now about the internet at home. First it was ok. Came in 2-3 weeks and worked fine 90% of the time.

Now I moved to another city 25km away and wanted to change my internet to that address and change to fiber-glass . They have told me it would take 2-3 weeks and I said ok, that’s normal.

It has been 5 weeks and I am still waiting.. called them, went to o2 shop, no luck..
I have talked to them through the phone asking about the issue and why it is taking so long .
They told me that it should be activated from 2 weeks ago but it is not. Now they tell me that the connection is not completed because of Telekom that makes it possible to activate the FiberGlass .

My neighbours have internet through fiberglass already.. they have it from vodafone and 1&1.. only o2 makes it impossible..

Worst provider in Germany. Customer service not existant.U dont get what you pay. Please dont use O2.

Worst service ever.
I have a prepaid sim card from O2 and this month they took money from my bank account and gave me nothing. When I called costumer service they don’t deal with prepaid or when they deal they don’t speak English all of sudden. The worst part is calling customer service is chargeable when I asked about they said it is free but they literally taking money for it. I want my money all money back. 017674566022 my number if they ever care.

Its a scam, the sales person mention a price but it was another price from fine prints. Avoid at all cost

I got four different dates for internet activation. Every time I speak with somebody over the phone, they say completely different things, and my date is changing for later dates. How am I supposed to make myself available?

How it started:

I called O2 the moment I found a new apartment to move in. I got a date for activation on the 4th of April; I organized a day off for that day. Everybody's happy.

A few days later, I got an email from O2 congratulating me, saying my activation day is the 10th of April. It stated, "Make sure to be at home or pay a €50 fee," with no questions asked if I'm free or not.

I called O2 again, and she said the 4th of April wasn't available anymore. I told her I won't be at home on the 10th of April; she said, "Let's try anyway." Yes, for a €50 fee, "let's try, thank you." So she gave me the next day, 11th of April, and offered 200GBs free mobile data for the trouble. Ok, that works.

A few days later, I got an email from O2: "Congratulations, your activation date is 16th of April, be at home or pay €50!"

I called O2 again; this time, a young man said yes, the 16th is the only available date. When I asked what happened with the previous date, no explanation. I asked about the free 200Gb data plan; he said he doesn't know anything about it.

For some reason, he gave me back my internet activation to 4th of April again and asked me if I want to renew my contract with a 25% discount. Sure, when I'm going through constant stress, what O2 gives me, what I want is to get a new contract.

So when does the internet technician come exactly? 4th, 10th, 11th, 16th? Every person says different dates.

This is so unreliable; I've never been under so much stress for internet.

O2, never again. I'm with O2 for five years but next month, I cancel my sim card; when my internet ends in 6 months, I cancel that contract too. Awful.

---------------------------------------------------------------------------------------------------------------------
I add my reply here.

Thank you for getting back to me.

First, what happened to the 200Gb mobile internet what you colleague given to me? Next person I talked to he said that never happened.

Second. In your contract it clearly says if I'm not at home I will be charged with the €49.99 every time when the technician comes. So should I take your word for I won't be charged just like your co-worker promised the 200 Gb free data until I don't have internet?

Third. I still have no idea when the technician comes. I talked to the last guy at 26th and he said the technician comes at 4th of April. However on the website it says totally different things.

When I got my first appointment confirmation by you by email saying the technician comes at 4th of April, I booked a half day off from work, and I got a full day no paid free day. Since that my appointment changed 3 times, and I have no clue when the guy is here. I also said I'm free every Mondays, however seems like somebody taking an extra mile making sure I never get an appointment at Mondays.

So you colleague lied about the free mobile internet plan, and I have no clue which day the technician comes, that's where we are standing.

23.04.2024 Latest update today after 5 appointment being cancelled by O2, today the internet technician came. Luckily I had a holiday booked so after 7 weeks, this madness can end. Unfortunately he never turned up or called, I just got an email from O2 I wasn't at home and the technician left. HE WAS NEVER HERE!!!!!!!
No I'm waiting for a new appointment and start all over :(
Next Appointment 8th Of May!!!

Since joining with o2 for home internet last November I have had problems since day 1. I will now be reporting them taking SERIOUS action.

O2 made two accounts under my name and this has caused so many issues for me. I first was sent a router in late November. I was then told that this router was incorrect and I need to return this router and be sent a new one. Of course, this changes my technician date. But I comply. I return, I get notification that I returned it and I get internet.

Feb 2024: I am told I owe €107 for not returning the router. I am confused and upset as o2 take this money out of my account. I call up three times. Everyone has a different story. No one actually helps. Some people say I’m the 5th person to have this problem, some say they cannot help me.

I request a refund from my bank. I call up o2 again and explain the problem. The man on the other line explains the problem to me: he says I was told to return the WRONG router back in December. He says the only way to fix this problem is if return my current router and am sent a new one. He said I would get one month free internet for the inconvenience. I send back the router. I get my new one. I get confirmation of this. I get an email to say I will be credited 107 euro to my account for the inconvenience.

March 24: I am still getting bills saying I owe now 111 euro. I call up o2. The guy says this is an error and will be fixed soon.

Just as I am getting ready to go to bed, I get an email saying I owe 91.48 euro. I am actually in shock and absolutely disgusted with this scam company. I have done NOTHING wrong, wasted SO much time calling and fixing these issues to have the problem NEVER BEING FIXED and constantly being charged for things that aren’t my issue?

Be warned - all these issues also effects your Schufa. I am absolutely disgusted with this service and will be taking serious action against o2.

Please, please do not go with this company. They will make mistakes and make you pay. They have no idea what’s going on and it’s absolute atrocious behaviour to treat a customer like this.

The free month internet I was promised and the money credited to my account - clearly never seen. Now they tell me to more for THEIR mistakes.

o2 will comment saying this is my first post to make with trustpilot and yes it is. Because I never received such bad service in my entire life I never felt I needed to complain.

Had them as internet providers, lost my password for data's. Tried to reach them 163949#8482 times nobody answers and when they do they couldn't help me with customer number or my contract number so we make a new password. In the meantime I moved out, they tried to take 10 months payments from my account even if I tried to cancel the contract and all. Didn't pay waited that they cancel the contract because of not paying. at the end I need to pay to the Inkasso House 250 Euros. The monthly payment was 30 euros. They waited so long and now a person who tried everything so we solve this has a f dept for nothing.
O2 is the worst. Never again.

I had a contract of 2 years with O2 and visited an office 2 months before this contract ended to change it for a different one (as I was paying for the phone as well) - the person there confirmed the change was made and helped me find a better contract for me. Just to realize after 2 months he didn’t do anything, any change was made to my contract.

When visiting a different office the guy working there couldn’t care less about my issue and was even sarcastic as if this is my mistake…

Now I need to go back as no one offered any guidance or support, wishing to find a different person and considering to just cancel it completely and move to a different provider.

Is this the level of service they want to provide? Terrible.

AVOID. This is the worst customer experience you will ever have. Their customer service is a complete disaster - you can end up being carried from one employee to the next without warning (10 in one hour today). Called 8 times over the past weeks, issue still not resolved. Worse: I called to cancel a contract because they never delivered on it, and they instead send me an email extending my existing contract with a 2 years binding period. THESE PEOPLE ARE CROOKS.

I now have to hire a lawyer to get my money back and cancel a contract they sold me and never delivered on.

what an experience, I call their support they hang up on me on top, I pay them for both my internet and cellphone and they insist on treating their customers like garbage and then show us medals on how good their service is, more like paid awards

This company is trash
---
Hi Michael,
Thanks for your reply.
I changed my contract from Vodafone to O2 as there was an unlimited internet with good price. And after changing and using O2, I found that I don’t have network connection and facing terrible service issues in forest, buildings and highways!!
The man who sold me the service didn’t mention that it’s also fixed 2 years contract 📑
Also in Stuttgart Melanio mall branch, when I added my 2 kids as a family member, he did mention that the service will be free of charge that when they make calls from France where they live to call me in Germany!!! He lied about it!! and when I wanted to cancel the contract, they refused! After, I found a call center calling me to make a deal, cancel your contract cancellation and we will reduce 5€ for every contract monthly for 6 months!!!!! What a company is this!!!!

Sins 2018 I am o2 customer and every time when I want to resign and leave the o2 they (o2 Customer) calling and giving a new offer, a cheaper offer so I could stay! But it’s manipulation people please you will always have a headache !!!
The signal is in many places in Düsseldorf really low, sometimes even you get higher bill to pay, now I have a chance to leave the o2 and I am doing it and I am happy .

What is this? Literally the worst Internet company in Germany. The connection is so bad. This is a big scam. Stay away from it

One of the worst internet companies in Germany. I recommend staying away from it. For more than two weeks I have had a bad internet connection, and I have called them more than once. And every time they tell the lie that the problem will be solved within hours. But this is not true. The problem still exists to this day. It seems they are not interested in that. All they care about is taking the monthly subscription fee. Regardless of the bad service.

Hello, have applied for the IPhone 15 pro and AirPods Pro (2nd generation) and they asked me to pay through e-mail then they rejected the offer for me. But there is nothing about the refund and I have all the payment proofs+ every step of buying process screenshot. Please share Acquirer Reference Number (ARN) so I can track the refund process. Don’t just tell me the refund will be made 1-3 week please use the information that has been shared, I have shared all the information that is needed.

Worst telecommunications company ever!
Do not hire O2 if in doubt. The Internet zu Hause (O2 Home XXL, 1000 Mbits) was activated on November 30 for me and it has never worked since its activation. I keep calling Customer Support who do not do anything, they keep opening and closing tickets without a solution. Connection is interrupted from time to time and, when working, it is super slow. They ripped me off. They are charging me 60 EUR per month for a service they are not rendering and they do not want to cancel my contract. I requested immediate cancellation, since they cannot solve my connection issue and they processed the cancellation in 2 years´ time, as of December 2025, it is a joke. I need Internet connection, I need a solution now. Please do not hire this company, they are scammers.

Very bad mobile Internet and also WiFi. After the end of contract will never get back because of this experience

We have internet from O2, the speed and strength of the internet is so bad, that I often use my mobile internet. The price of the internet is very high comparing to what they provide. As many in Germany do, they do not provide you easy with customer support and try to get some scum offers so you pay more. Also, it is not possible to know for what you will pay in the end.

Biggest scam ever. They are like a cult . You can't terminate your contract even if you move in another country. Their employees told me that I can terminate my contract when ever I want but that is far away from the truth. Now I must pay for the lawyer to escape from them. Disaster!!!