1&1 - Internet & Mobilfunk Reviews 

So I called their service and the service was really kind but I had to think about it more, so I called later and a different person picked up. I asked some questions and wanted to negotiate about a deal all of a sudden I could sense that the service was getting annoyed and they all of a sudden closed it on me. Very rude

Worst experience in my whole life. I was lied to with an offer that doesn’t exist. Then I got added a nee contract to my account and also I was added to pay a phone from an old contract that was already paid off. It took 3 months non stop calling the support hotline to get a solution. The employees from customer support are the worst. One of them even screamed at me at one time and they literally have no idea what they are doing.

I was a customer with this company and had a contract for TV and DSL100 internet connection for almost 10 years. While I've never had any major issues with the connection, the following aspects of my experience with them have been particularly negative:

1. Cancellation/Change of contract:
Probably the most frustrating part of my experience. While it is common practice for such companies to try and hinder you leaving them or paying them less this one takes the cake. First of all it is fairly difficult for you to find the cancellation procedure on their online portal, but afterwards you also have to call them and confirm that you want to do this at which point they bounce you around from department to department, each one trying to offer you various deals to keep you as a customer, which is of course insulting because you're never offered some of these deals when you are a customer. I say "some" because the deals that you are offered are a scam as well and this is where it comes to changing contracts.

At some point I wanted to change my contract because I was trying to reduce my expenses. I was not using the TV box, which sat collecting dust, and was looking for internet only contracts. I was offered a new contract for existing customers so rather than go through the hassle with setting up with a competitor I thought I would take advantage of this offer. However unbeknownst to me I would still be paying for the TV for another 2 years. The reason for this was that I did not cancel the TV contract which apparently is done by a different department and has to be cancelled separately! NO WHERE was this mentioned when signing up! NO OPTION is available in the online portal to cancel only the TV! NO MENTION when cancelling via the online portal that TV contract has to be cancelled separately! NO contact options are provided and the only reason I found out about this was after receiving my first bill, which was outside of the 2 week trial period and therefore I could no longer change/cancel the new contract. When I called to ask what the extra charges were about I was told that I was still paying for the TV and that it was my fault that I hadn't cancelled the contract via a different department!

Adding insult to injury was that when I finally had enough and changed to a competitor, I specifically wanted to make sure everything was cancelled and when calling to confirm cancellation repeated what I was told. After the usual spiel of being bounced around departments (none of which knew about this mysterious TV cancellation department located somewhere in the netherverse) I was finally told that it was my fault! That I must've chosen the option to keep the TV even though there was no option to do so! But not to fear because they cancelled everything for me and all is well! I stayed on the phone until I received this confirmation in an e-mail.

But of course the story never ends there or happily ever after! It's a small thing but I got an extra charge for god knows what added on at the end, I assume it was for their equipment which I also never got contacted or informed about as to how to return it, but I'd had enough. I did not pursue it further just to be told that it was most likely my fault yet again!

2. Obsolete hardware never replaced:
This is a small point but one not to be taken lightly and as someone in the industry, it annoys and shocks me. NOT ONCE in the 10 years was I offered a new router, not when I automatically renewed contracts, or even when the hardware was no longer supported. Yes, I was using hardware and paying for it, that was using out of date security protocols and received no further updates or support, potentially risking my home network from outside threats. It is shocking that a major ISP will not care at all about the security of existing customer networks and will continue charging rent for obsolete and potentially compromised hardware. The only thing they sent me after 8 years was a new TV box which I didn't use anyway.

It’s an absolute pathetic and worst cellular provider in Germany. The service is terrible, the pricing is expensive and not justified by the service, and the customer support is dumb, rude, and pathetic. Overall, I could sum it up to a forced contract-based scam.

Two years of fighting support due to constant connection drops. Two years of mental anguish. Two years of support unwilling to help and gaslighting user. 2026 started with my connection dropping every 2-5 minutes. They even refuse contract cancellation after mandatory contract period has passed. This is a case for class action suit. I knew that the internet in Germany is not the highest quality but this worse than your worst nightmare. They don't even have stationary shops. Do not sign contracts with them. Avoid like fire.

They are scammers guys. Be very careful. I would say “Just avoid them completely”

Especially if you don’t speak German.

13-10-2025 - 1&1 Telecom GmbH called us to give offer of a Samsung S25 with tablet. We were put under pressure by the sales person to immeadiately sign as is always the case by 1&1 sales team.
12.12.2025 the telephone arrived but without tablet. After first call to customer service they said a preinstalled app is on the phone which we click on and Samsung will send the tablet.
The app was not on the phone, so we called again. Now we were put through to someone else that asked us to wait after 14 minutes they hung up. so we had to call again, after a further hour we finally get through to someone who stated the offer on the tablet fininshed already 05.11.2025. On the wesite and TV adverts it is still offered. In reality seems to be a fake. You sign a contract for something but what is promised by the sales team is then not provided.
At the end of the call we were told we can cancel all our contracts with them as we are unhappy customer. I asked this to be sent as Email confirming our telephone conversation. This we did not receive only an Email asking "how happy we are with the support" Therefore I wrote to Customer service the story and complaint. The Customer service is even worse than the sales team. Not interested at all where the problem is, Im not allowed to make immeadiate cancellation of the contracts even though it was confirmed evening before and recorded. I asked the Customer servive guy to call me, no reaction, I asked him to listen the recorded call, no answer, I asked for someone higher in the chain to have an email address. This also ignored. There is no realy support from Customer Service, they dont care and are not interested to address the problem

It even took 2 hours on the telephone and portal to arrange the label to return the incomplete packet.

I have paid over the last 13 years a lot on money for internet and telephone contracts also for several family members . 1&1 are very quick to set up new contracts and take your money but cutsomer service, feedback and complaints the reaction and support is not existing. To be honest I do not know or a worse company in germany than 1&1

Worst provider. Charging too much, then refusing refunds. Worst provider in Germany. Support doesn't speak English OR German. Stay away!

The worst phone and internet company I ever had. The service is slow, when one complains their customer service completely ignores you.

Fine print in every contract and they make it impossible to get out of their scam, Simply put they are scammers, offering you terrible services for a high price

ENGLISH: I was a 1&1 customer for 7 years, and honestly, I regret staying that long. The service itself was okay, but the prices were always high. In my home country I now pay the same price for four times the data.

What really changed my opinion was how they treat their customers. I had to leave Germany unexpectedly, and after 7 years of loyalty, they still refused to cancel my contract. They even claimed I had requested a speed change, something I never did, just to avoid letting me end the contract.

It felt disrespectful and dishonest. A company that treats long-term customers like this clearly does not value them. I cannot recommend 1&1.

DEUTSCH: Ich war 7 Jahre lang Kunde bei 1&1 und bereue es, so lange geblieben zu sein. Der Service war in Ordnung, aber die Preise waren immer relativ hoch. In meinem Heimatland zahle ich jetzt den gleichen Betrag für die vierfache Datenmenge.

Was aber wirklich meine Meinung geändert hat, ist der Umgang mit Kunden. Ich musste Deutschland unerwartet verlassen, und trotz 7 Jahren Treue weigerte sich 1&1, meinen Vertrag zu kündigen. Stattdessen wurde behauptet, ich hätte eine Geschwindigkeitsänderung beantragt, was ich nie getan habe, nur um die Kündigung zu verhindern.

Das war respektlos und unehrlich. Ein Unternehmen, das langjährige Kunden so behandelt, zeigt deutlich, dass es sie nicht wertschätzt. Ich kann 1&1 nicht empfehlen.

I want to share my frustrating experience with 1&1 regarding a mobile contract issue.
Due to a misunderstanding and limited German language skills, I accidentally signed up for three mobile contracts on the same day through an online promotion. I didn’t realize that this created binding agreements. None of the SIM cards were ever activated or used—not even once.
For the first year, I wasn’t charged anything, so I didn’t notice the contracts were active. Only recently, after unexpected charges appeared on my account, I discovered that the contracts were still running. I immediately contacted 1&1 and explained the situation, asking for an extraordinary cancellation.
Despite the fact that:
• No service was ever used,
• No SIM card was activated,
• The contracts were clearly accidental,
• And the minimum contract duration is 2 years,
1&1 refused to cancel them early. Their response was polite but completely rigid, showing no flexibility or understanding of the situation.
I find this extremely disappointing and unprofessional for a company of this size. I will continue to share my experience across platforms to raise awareness about how 1&1 handles such cases.
If you value customer service and flexibility, I strongly recommend considering other providers.

Unfortunately I can't set a negative star note, even 0 would not be enough

Once you attempt to terminate a contract orderly, this company seems to switch to full-on scam mode.

​I initiated the termination for the next renewal cycle (four weeks away) directly through their app. With any legitimate business, the process should have ended right there with a simple confirmation email.
​Instead, I received a notification stating I must call them to confirm the cancellation.

​I called, politely declined the staff's several aggressive attempts to sell me other packages, and was assured a confirmation would be issued. While I was slightly annoyed by the unnecessary hassle, I still assumed I was dealing with a trustworthy company and that the matter was resolved.

​A week later, realizing I never received the confirmation, I emailed their designated cancellation address. I finally got a confirmation email a day later. The only problem: they confirmed my cancellation not for the date I requested, but for the exact same date ONE YEAR LATER, despite it being a contract that renews every four weeks.
​Happy to finally have a confirmation, I didn't scrutinize the document closely enough to notice they had simply snuck in a different digit for the year, confirming a completely different date than the one they were obligated to honor. I only discovered their deception months later when I saw they were still withdrawing money.

​When I called them out, they flatly declined to correct the issue, claiming it was my fault for not reading their confirmation thoroughly.
​I have the emails proving I terminated the contract orderly. However, I am not willing to invest any more time fighting over something that should have been a non-issue and resolved with a few simple clicks. But it looks like that's exacrly why they do what they do.

terrible service. no english, make it impossible to cancel. sends your bill to factoring without a phone call if delayed. absolutely avoid them

Very poor service. when they see, the contract is going to end, they will give it to a english speaking person, when you sign for a contract, then they will never ever bother to call you back because they got your money. will never ever again.

They did not allow me to cancel my service, forcing me to pay another month even though I was no longer living at the residence. Now, months later they are sending me threatening e-mails to pay "late fees" even though all my bills were paid in full on time. They also have several trustpilot pages to try and hide their bad reviews. Avoid these scammers.

I requested a cancellation of my contract, instead of informing me that I had to keep the contract till October 2025 and that I needed to write an email to cancel it for that time. I was offered a new contract with a new phone. I paid for my existing contract and then again for my 'new' one, only to be told a week or 2 later that I couldn't have said new contract with the Samsung S25 Ultra. So I returned the phone in perfect condition and was told I would be refunded the €50.74 + €9.99. This has not happened, they even tried to take more money out in March 2025. Even though I have statements to show that they have not refunded me and that I paid too much in March, 1&1 refuse to acknowledge this. I even sent screenshots of my bank and confirmation of payment. They still deny it. I have complained to the consumer protection agency in Germany but I doubt they will do anything. DO NOT go with 1&1, they have terrible customer service and bad internet. They offered me a contract they weren't supposed to and I even asked are you sure I can take this contract, and I asked if my phone had been paid off (which it hasn't been) and they said yes. So please guys don't give them any more money.

I will lose my internet everyday morning. I called them but they are didnt anythink. No person didnt talk with english. They are didnt fix it. My money is going to nothing.

I've been with 1u1 for 6 years. You know why? Because I cannot cancel my contract. I moved flats. I tried to cancel it every time. In my new apartment I have new internet but I still pay for 1u1. I called them, wrote emails. Nothing works. This company is a scam. Don't EVER purchase internet from them.