o2 Deutschland Reviews 13,440

O2's cancellation process is unclear, and their customer service maximizes frustration. After cancelling our main number online in January, a second line was cancelled on April 1st after a clarification phone follow-up call before the July end of the minimal contract period. This led me to believe all contracts were terminated with the main number. Months later, I discovered charges for August and September for a third line that was never cancelled, but converted into month-to-month with no communication.

My attempt to resolve this today was a disaster. At 10:38 AM, a service agent on the main line was completely unhelpful and hung up on me when I expressed my frustration. I then spent over 50 minutes on hold on the "dedicated" cancellation hotline without ever speaking to a person. Finally, I had to hunt for their well-hidden online contact form to submit a complaint and refund request in writing.

Warning to all O2 customers: Do not assume anything is cancelled until you have it in writing for each specific number. Check the fine print at the very end of your bills for termination dates. Do not rely on their service agents to be helpful, transparent, or even professional enough to stay on the line.

UPDATE Nov 18, 2025:
After contacting customer service, I got the unhelpful suggestion that I pay more attention to individual contracts in the future. This is despite the failure of O2 to clarify in any communication that there were separate contracts, and that to fulfill my wish for a complete departure from their services, I would need to do so. I have also received warning letters asking for the last payment.

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vielen Dank für Ihre Nachricht und die ausführliche Schilderung Ihres Anliegens bezüglich der Rufnummer 01637857106.

Wir möchten Sie freundlich darauf hinweisen, dass jeder Vertrag bei O2 separat gekündigt werden muss. Da der Vertrag für die genannte Rufnummer noch aktiv war, können wir für die Monate August und September 2025 leider keine Gutschrift gewähren.

Zur Vermeidung solcher Missverständnisse empfehlen wir, künftig bei mehreren Verträgen stets die Kündigungen einzeln vorzunehmen.

Zur Verbesserung unseres Kundenservices erhalten Sie möglicherweise eine E-Mail oder SMS zu einer Zufriedenheitsbefragung. Wenn Sie mit meinem Service zufrieden waren, freue ich mich sehr über eine positive Bewertung, bei der die 10 der Höchstbewertung entspricht.

Freundliche Grüße,

Ihr o2 Kundenbetreuer
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We have just moved my wife's phone account from O2 to GifGaf (cheaper). O2 took ~£9 from our bank after the move of her number, then messaged us that they had overcharged by ~£6 - 'please follow link to give bank details for refund'. Fine. I tried. Was taken round the houses with 2-stage verification, asked to set a password, but no way could I comply with the request.
LATER
Finally,we have had a message that they are going to refund. Awaited still.

I cancelled my o2 contract by phone and was told I would receive instructions to return the router. Weeks later, nothing has arrived.

When I try to get the return address via their website, entering the router’s serial number only shows “error.” Even worse, every time I call support and mention the word “retour,” the call gets disconnected. This has already happened three times in one week.

At this point I have no written instructions, no confirmation that my contract is fully closed, and no way to return the router properly.

Extremely frustrating.

edit: my google maps review:

I am extremely reluctant to give even 2 stars but I have to acknowledge the man who was working there, who helped me with anything I requested. But for the o2 company, I would seriously sue them if I was in a better financial possition. What they did was a civil crime. And this review is in fascist germany that tries to immediately take down reviews for "defamation". Let me explain:
-I bought an o2 sim package from some rewe supermarket. Naturally, they don't help with any sim related issues, but at this o2 store they tell me what they're not responsible because rewe is not "licenced". I do not accept that excuse, because nowhere on the sim package did it say "unlicenced" or "rewe sim". And naturally, rewe would take zero responsibility because on the sim package it says O2 not "rewe". O2 is the company reponsible, not Rewe! There is no room for debate. I paid money, I expect service. I get no service. What is that called? Scam? Theft?
-previously, I tried to use the sim card. I insert it... no service, no instructions. Intructions written in german on the package. But it wasn't visible on the outside. So I didn't knew I had to go through some complex system to be able to use it. Deceitful practice. Making me jump through hoops to be able to use a simple sim.
-I had to verify my identity so that the german fascist police can knock on my door if I post hurtful comments online I mean uh oh wait I take back what I said, please don't throw me in jail!
-The process didn't even work. The excuse was that my laptop camera was not high quality enough. So I was told by o2 to use the phone app with the better quality camera. Again, nowhere on the package did it say that you have to have a high quality camera to use this sim. With a high speed internet (it was specifically requested, and even here where I live, where the speed is high, it still told me my connection was slow). Again, nowhere on the package did it say this.
-I downloaded the app. I tried for hours to login. Didn't work. I wrote the password on the computer, in notepad, I checked and double checked. Didn't let me log in. Didn't let me retreive the password.
- Didn't let me contact customer support. Whatsapp bot is completely useless. Sent e-mail, no one replied. It's ILLEGAL to not have customer support. Civil crime. I am SO sick and tired of these companies stonewalling us with all sorts of different excuses "oh just call the phone number" how can I call a phone number if the sim doesn't work??? So to be able to use this sim, I have to have a DIFFERENT working sim first??? Nowhere on the package did it say this.
- in the o2 shop they refused to exchange my sim with a new sim. I will note, I came to the conclusion that this sim must be broken. Didn't allow me to register an account, didn't allow me to log in, didn't allow me to retreive the password. How is the sim not broken then if even the o2 employee can't get it to work? Again, CIVIL CRIME. Selling me a broken product and refusing to exchange it with a working one
- I bought a new o2 sim because I had no other choice. If I called the police, they would've been useless, as always, because this is a civil crime, not a criminal matter.
- even with the new o2 sim card, registering on the app didn't work. Couldn't log in. This, while I let the experienced o2 employee do it for me. He ended up, after probably an hour, telling me to just try in a few days. Which is a polite way of telling me that he gave up, he doesn't know, he got tired of it. But that's not an excuse. The fact is that the app is broken. One of his arguments was that my phone was "old" which I will not accept for 2 reasons: all other apps work. Only the o2 app doesn't work. And it didn't work on my laptop either. Second, if the app requires a brand new 2025 phone, then it needs to be written on the package.

I am so sick and tired of these companies. Taking money is always so easy. Providing the service that we paid for is always a problem.

As for the lady who replied. Completely useless link. First of all, you kindly write the reply in english... but the link is in GERMAN ONLY. The package should've said GERMAN ONLY, NO ENGLISH, WE ARE DUMB XENOPHOBES which I would've perfectly respected and bought a sim from a different company that can SPEAK ENGLISH. Second, I already used that link before I wrote the initial review. It was completely useless. Giving me a phone number to call, when my sim doesn't work? How stupid are you? A whatsapp chat bot that says "I don't understand" to literally anything I ask. And an e-mail address that to this day, hasn't replied. Or maybe the "community"? I didn't buy the sim card from "the community". I bought it from o2. I expect o2 to fix the issue, not random people on the internet.

A lawyer, PLEASE, sue this company. I beg you. PLEASE. They're criminals. I don't have the money for justice.

Letzter dreck

Be careful when trying to finance a cell phone! I tried to finance a cell phone and they told me that to finance it I had to make an initial payment of €257. I made the payment and the next day they told me they wouldn't finance it. I tried to contact them many times and when I finally got through, they told me I had to wait two weeks for my money back. Finally, I spent almost a month trying to get my money back. They kept asking me for my contract number, a contract I didn't have because they rejected the financing. I don't recommend it at all. They're scammers who steal your money, and to get it back, you have to wait a long time and argue with them.

Update:
O2 Deutschland refunded the amount they deducted without justification under the claim that I had requested to block my SIMcard (after publishing here) and AGAIN SAME VIOLATION, THEY SENT AN EMAIL SAYING I REQUESTED THE REFUND, HOWEVER I DIDN’T ASK FOR A REFUND. IT IS THEIR MISTAKE AND THEY FIXED IT BY REFUNDING, SO IT SHOULDN’T BE IN MY PROFILE THAT I REQUESTED THIS -which is same violation adding something i didn't request/say on my behalf and FALSE DATA SAVED-... This is further proof that my rights were violated when my SIMcard was blocked due to the personal actions of one of O2 Deutschland’s english customer service employee. I am seeking appropriate compensation. (I will take legal path).

It is quite ironic that I am being asked to contact them again (at their reply to the original post below), when in fact O2 Deutschland has been ignoring my emails. Moreover, they seem more annoyed by me mentioning the names of their employees—who responded to me using the company’s email in their capacity as O2 Deutschland representatives, not in a personal capacity—than by addressing the actual misconduct.
I truly hope O2 Deutschland starts caring about the behavior of their employees rather than focusing on mere formalities.
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customer account #####17517
I had a shocking experience with O₂ Germany. On 7 August 2025, after speaking to their English support line (089 6666 30081) in a serious but polite tone about suspicious fees (which refunded later), the agent reacted unprofessionally telling me to speak politely however i didn't say any insulting word. When I ended the call, my SIM was deliberately and illegally blocked minutes later.

I immediately called again through an internet app, and another agent unblocked it right away – clear proof that I never requested the block. Despite this, O₂ falsely recorded in my account that I had requested the block, and then fraudulently billed me €9.90 for a “SIM block service” I never asked for (visible on my August invoice).

I complained formally, but their responses were contradictory:

One manager (Ms.E##h) wrote from a no-reply address that recordings are “for training only.”

Yet their own IVR clearly says: “Press 1 to consent for calls to be recorded, listened to, and processed for service optimisation.” Nothing about training.

Another agent (Ms. B###s) later admitted their claim was based only on staff notes – not the actual recording.

I invoked my GDPR rights (Article 15 & 16) to access the call recording and correct false data, but O₂ refused. Since then, they have stopped answering my emails and letters entirely.

This is not just poor service – it is fraud, abuse of authority, and a violation of customer rights.

I am escalating my case to the Bundesnetzagentur, BfDI (Data Protection Commissioner), and Verbraucherzentrale (Consumer Protection).

Customers should be aware: if O₂ can block your SIM illegally, add false notes in your account, bill you for services you never requested (pure scam), and then refuse to even answer you, they cannot be trusted as a provider.

I ordered a phone from the hotline and when I asked if it is possible to pick it up in the PackStation they said no but you can pick it up in the o2 shop we will send it there and I agreed I took even insurance with it and when the day to pick the phone up the owner of the shop refused to give it to me and kept pushing me for a new contract while laughing and saying that no I wont give it to you , called the hotline they promised me they will clear it with the owner of o2 shop and I went the next day with the o2 permission to pick up my phone and she said again no with a smirk on her face and I just got out.

I contacted the o2 hotline again and they said to me yes we will cancel it and order you a new one but guess what the complaint and the canceletion that they did on their own has my bonität destroyed so I couldnt get my phone until I paid first 200 Euro.

I just went a canceled every contract with them and I have two more contracts coming to an end I cant wait to cancel and move away from the o2.

It is a disgrace how the upper managment has no control over their so called partners or their logo users and those words are coming from a 6 year customer of o2 and I have never been more understanding and patient with an hotline.

After my mobile contract finished (after 2 years) they extended it for 2 more years.
After the next 2 years, I will cancel my contract soon as possible.
When you see which names work in O2, everythiing will be clear to you

The worst experience I ever had was with O2!
I came to their store to sign a contract for internet with 100 Mbps, which was very important for me because I work from home.

In the store, I was asked to sign a blank monitor and was assured it was for 100 Mbps. I was told I couldn’t review the full contract at that time and that the paper version would be sent later.

When the letter arrived by post, I discovered:
• the speed Tarif was 50 Mbps (and could drop to 7 Mbps),
• the contract date was different,
• my name was even incorrect.

I called their hotline and emailed official contacts again and again, trying to change the terms or cancel the contract. After three weeks of unsuccessful attempts, I was told that a contract signed in-store cannot be changed or canceled.

I still needed 100 Mbit so I did it with another provider. I got it with no problems within 3 days and now the line is occupied and is not possible for O2 anymore. Yet, this company continues to charge me for services I never received! The total for two years would be around €1000 — for something I didn’t use.

I’ve shared the full story on my Instagram (username: 3ipkova). There’s a video explaining everything from start to finish so others don’t make the same mistake.

Worst customer service ever, in my entire life i have never been hung up on a service call. No help no accountability its all on the customer to fix the issue, and fraudulent way off signing up long term contracts without proper consultation with the customer stay away flocks

This is not just poor service – it’s institutional neglect.

I signed an O2 contract electronically, but the actual contract is nowhere to be found in my account. I only received inconsistent SMS reminders with different amounts. No official letters were sent as claimed.

When I requested proof and documentation, I was kicked out of the live chat. Now they want €800+ from me for a terminated device plan, but refuse to provide any contract or proper explanation.

Really bad. I bought an Iphone from them 3months ago. During 2 months i paid the amount they told me at the beginning and was written in my contract. Last month they took 115€ more and took the amount they should take every month. I called the customer service they told me i had 3 Sim Card on my name, really WTF. I bought a phone with only 1 sim card. Until now I haven’t received my money back they said i used the others ones, they were active, nobody ever fckg told me that i had to cancel them or anything, O2 is really a scammer, Be careful. Now nobody answers, i haven’t got my money back. I went to the shop because now the amount i have to pay per months is almost 30€ more than the amount i had to pay from the beginning and they just said yes it’s notmal. NO!!!!! It’s not. A CONTRACT IS A CONTRACT WHY ARE THEY TAKING MORE THAN WHAT THEY SHOULD TAKE????I will take legal action if I don’t get my money back. I REALLY DON’T RECOMMEND

Absolutely incompetent amateurs who can’t grasp simple questions, take forever to respond, and fail to resolve anything. An urgent overhaul of the hiring and training processes is desperately needed, along with strict performance management for these outliers.

I wanted to buy the 999Gb prepaid data card for my holiday in the Black Forrest.

(I booked a great appartment but 1 thing always came up in the reviews and that was bad Internetconnection / speeds.)

Since I live not far from Leer, Germany I went there to the O² shop to buy the card. They were sorry but didn't have it anymore, should come tomorrow in the mail

Next day I call, sorry no cards available, should be in the mail tomorrow.

Then I called to MediaMarkt and Expert Bening but both didn't have the 999Gb card.

When I called Leer again they said to get it on my destination, there they surely would have it.

Today I called a shop here in the Black Forrest and they were 'just out' and I visited another shop and they also we're just out, sold 10 this morning.

So now I give up. I wanted to spend at least the €75 but sadly they couldn't help me. I am starting to think this card doesn't even exist.

Never go for o2 they are only scammers . The whole o2 team is full of scams they will try to snatch only money from the people . The customer service staff is always begging for a good review with a lot of lies .

This is a terrible company. My mobile internet went out today. I was without internet for two hours. My package is unlimited. I found an O2 store. They told me to go to the store I signed up with. I was left without internet in a city I didn't know. I really regret signing up with them.

100% The worst app. Worst service I've ever saw.

I didnt have any problem with o2 on my previous address but after I moved, they became a huge headache. I applied to transfer my connection to my new address but instead they created a new line there and didnt cancel my previous one and they never mentioned about it so they can make me pay for both connections.

After a month they activated my connection and it was a little unstabil they came for investigation and they said they will change my cables so they will call me for another appointment. One day, my connection is gone and I got an SMS that says I need to call customer service. I called them and they told me they wont change my cables and they can either sell me a DSL connection or cancel my contract. I told them to cancel but they said they will need a letter for that. I sent the letter for cancellation but they sent me receipt of 214 euros for the service they never gave me.

There was also another phone number in the receipt that I dont know, then I realized its the sim card they gave me as a temporary solution until they connect my internet, and said they wont charge me for that. They gave me a brand new phone number, without my consent and asked me to pay 79,99 for new number and 27,99 for service. But customer service told me when they send that sim card, its gonna be free and will be automatically cancelled after a month.

Whole process and how they handle was awful.

Edit: Obviously, I reached out to them but nothing changed so far.

Edit2: I have sent kündigung on 4th of July and they gave me a kündigung date for 1st of September. Wish you luck if you ever decide to go with them.