freenet Mobilfunk Reviews 35,907

I don’t usually write negative reviews — even when things go wrong, I believe mistakes happen and life moves forward. But this experience has pushed me past that threshold.
My time with Freenet has been nothing short of exhausting. I lived in Hamburg, and because my German is limited, I spoke with an operator in English regarding the end of my contract before leaving the country. I was clearly told that everything was terminated and resolved. I trusted that conversation — perhaps too much.
Months later, payments kept appearing as if my contract was still active. I emailed, I explained, I insisted — in English, in German, again and again. Instead of clarity, I received threats of legal action after 3–4 months, as if I were the one ignoring them. Calling customer service was even worse: if I spoke in English, the line was often cut. No support, no willingness to listen, just a cold wall.
Four months after leaving Germany, I’m still stuck in this mess — billed for something I was told was closed, dismissed when I reach out for help, treated like an inconvenience instead of a customer.
I don’t like speaking badly about companies. But this experience feels like being drained slowly, unfairly, and without a voice.
Freenet, in my eyes, has shown an alarming lack of responsibility and respect. I hope no one else finds themselves in the same situation.

Problem solved

Services is always good and easy to contact

Excellent customer care! The representative was polite, patient, and helped resolve my issue quickly.

I've always been a satisfied customer, but unfortunately, I eventually had to find out how the low prices came about. Due to deliberate misinformation (that's how I have to see it, since even afterwards, no attempt was made to make out how this situation came about), I ended up with a bill that was pretty painful for me as a student; money that I will never see again and for which I never received any service in return. While legally, I believe that freenet is in the right, the outset of this incident is purely due to misleading and insufficient costumer service and I cannot help but feel deliberately deceived into paying this money.

Apart from that, there are unpleasantly frequent advertising calls, at the end of which two offers were set up against my will and my express refusal (even though the first month was free; the service would have continued to be charged without my consent).

I was on a monthly cancellable then I accidentally signed up for a 2 year contract (they send you misleading sales material but that part was ultimately my fault), however this provider has so many hidden fees. Even to swap your e-sim to a new phone you need to pay. I wish I'd never signed up with them and do not recommend.

Good and fast service. Service center always rechable in case of issues

Online Portal sucks, it took more than one week to get the sim card running, they only accept SEPA payments and it takes ages because you have to download, sign, send via email and wait a week for a response to be able to top up your balance. STAY AWAY.

Worst customer aupport. Never answer online and really rude at the Aschaffenburg shop.

Very satisfying

They are scam , dont register for their service. I am going to report them for fraud and get help for customer protection agencies.
I registered once for pre paid 1 Euro plan, not a post paid one, used it a week and cancelled it.
Now i got 2 letters from 2 collections agencies for amounts of 70 Euro and 250 Euro

I reactivated my tariff one day before returning from vacation, but since then I have had no internet for 6 days. At the airport, I couldn’t even use navigation. Customer service admitted there is a system issue, but nothing has been fixed. Meanwhile, €1 is being deducted every day. In 2025, I am left without internet and without proper support – a very frustrating and unacceptable experience.

I contacted Freenet customer service to extend my contract. I was able to reach customer service quickly, and everything seemed to be in order. I renewed my contract and ordered two additional family cards. However, I found it strange that their best offer was only available to new customers, not existing ones. In any case, I completed my order, which was orally confirmed by the Freenet employee. I quickly received a confirmation email about the contract extension, but not about the family cards. I called, and I was told that the confirmation for the family cards would be sent via email within a few hours. After waiting 24 hours, I still had not received anything. When I called again, an automated voice told me that I could extend my contract, but then the connection was cut off. I tried again with the same result. It seems that, for some reason, Freenet customer service has blocked my phone number. In my opinion, this is not how customers should be treated. It's the usual problem. When a contract needs to be extended, customer service promises everything, but these promises are not kept. As a customer, I would appreciate more reliability. Finally, I ordered two family cards online without contacting customer service. I hope everything goes well.

They have good communication and understanding as well

Great customer service. I called and even though the menu is long and tedious, once I finally got to a real person it was smooth sailing from there. Also, I got an amazing deal that I couldn't get anywhere else, so that's also a huge plus.

I was extremely satisfied with how fast my issue resolved.

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