1&1 - Internet & Mobilfunk Reviews 45,359

SHOCKING CUSTOMER SERVICE AND TREATMENT!

I was a very happy 1&1 customer for 5 years. In April I changed apartments and moved in with my partner who already has an existing internet contract. I cancelled my 1&1 contract in March, a month before moving via the customer portal. I also phoned them, and a customer service agent clearly stated that all was signed off and my contract was successfully cancelled. EVERY MONTH THEY CHARGE ME FOR INTERNET THAT I HAVE NOT USED SINCE APRIL. Every call center agent I speak to on phone and email say that they have no record of me cancelling my contract, despite me sending them the email proof that I did. I have confirmation of my cancelled contract and yet they won’t stop charging me. Please, spare yourself and do not trust this company.

Absolute worst internet service provider in Germany! Especially for expats.
-Claim to have English assistance via email but then response with "Please resend your email in German"
-Had countless issues with contract setup.
-Got told multiple times my contract doesn't exist in the system
-No technician offered when taking my Wi-Fi contract to a new apartment led to 3 months without Wi-Fi and being charged for those 3months
-I was informed that cancelling your contract via the app automatically leads to a 1 year extension of the contract unless cancelled in a very specific way.
I've spoken to very few individuals actually friendly and willing to help and for them I give 1 star but the company lacks in every other way!

I ordered an upgarde phone as my old one is playing up. I receieved confirmation and then 2 days they cancelled the order becuase I had a virus or trojan and also closed down access to my 1 and 1 account.
Absolutely no help at all from anyone, until finally got an email from FRAUD department to call them. SO called them, no security checks were done to make sure it was actually me, said oh yeah because you had moved we cancelled it. Not on hold, cancelled, but that he would fix my access and order would be sorted.
He didnt fix sh*t. But because the case was closed I now had to go through everything again from the start. Finally got someonewilling, able and competent who fixed access to 1 and 1 control centre, but as order had been cancelled noothing they could do.
So tried ordering same phone, but package was different, more expensive and now they wanted a deposit as well.
Trying to get through I want to complain I get hung up on, saying can you speak English please as my German is not good enough for technical discussions.... hang up.

i am using 1und1 since 2 years the speed is So/So and unfortunately it was my first time i have contacted this 1und1 so called customer Service ( HOTLINE 24/7 ) is a joke!!! after waiting for 15mins without internet one guys open the home and i try to expalin the situation he said let me transfered it to my colleage and now its nore then 35 mins and No on answering and we keep on listening this SPA music!!!! this is the HOTLINE 24/7 you are offering? leaving the people without internet and same goes to their online support! no on is avialble since 5 hours ( WOWWW ).... i dont recomment this company if you are an hearth patient otherwise you know...... go else where.

I have been a customer of 1&1 Germany for almost 10 years, using both their DSL internet service and mobile phone contracts over the years.

My experience has been consistently positive. The DSL connection has been reliable and stable, and throughout all these years I have never experienced any major issues or critical outages. The internet service has always met my expectations and provided excellent performance.

Regarding mobile contracts, I have always received competitive pricing and attractive offers whenever I upgraded or changed my phone. What impressed me most is that their device warranty and protection services were genuinely reliable. Whenever there was an issue with a phone, it was handled quickly and professionally without unnecessary complications or unexpected costs.

Another major advantage is their customer service. Every representative I have dealt with has been friendly, professional, and helpful. For me personally, one of the biggest benefits is the availability of English-speaking support, which is something that many other German telecommunications companies still lack.

Overall, 1&1 has been one of the most reliable telecommunications providers I have worked with in Germany. Based on my long-term experience, I can confidently recommend them.

My internet was not working again and I contacted the support number when I asked if she could speak in English
She screamed at me saying that this was the German line and to contact them via email.
So unprofessional
Do not have 1&1
Internet is not stable
And costumer service is shit

How this company can even function in 2026? If you want to do anything, you need to call their support that keep bouncing you from one person to another without clear guidance or explanation. No proper online services or status updates on your requests.

Moving to a new place? Call us, we can't set you a new connection online. Calling? We can't explain why you can't move it and how to do so, but you can wait for weeks to get information. We don't care that you actually need internet.

Ended up canceling contract, which surprise also not possible to do without calling them....

New contact set instead (already regretting), and technician just doesn't show up in a booked time. And again calling, but no guidance or clarity from 1 & 1. Not their problem, not even sorry for inconvenience and proposal for an intermediate solution while you wait like other providers are doing. But I am paying YOU money. Don't care who you delegate this installation, I am buying this from you, so it's YOUR problem.

Really customer service is non existent here. Choose anyone else but them. I will make a switch as well, once things are settled. Don't want to give this company anything.

I ordered Unlimited on demand Tariff, which say, that you can add as many data as you want in 1GB steps. But after adding data few times, system started with CAPTCHA and every time you try to add data you've got to go through some puzzles. Completely annoying !!!
It's just made people to stop adding data. This system is not, of course, stated in your contract.
Contacted customer service, absolutely no help.
Never, ever, ever, ever again!!!!!
*********************************
My answer for their feedback
*********************************
Hello,
I offered you:
Remove CAPTCHAs - your answer was not possible.
Cancel my contract - your answer was we can't do it.
Change my tariff - your answer was we can't do it and offered me additional tariff with 1000GB for 20 Euros, with speed of 5MB !!!
Give me more data before need for adding 1GB every time on current tariff - your answer was we can't do it.

So on what you want to look? "I'll gladly take a look and see if I can find a solution or a suitable alternative"

So far is still: Never, ever, ever, ever again!!!!!

Kind regards,

Have been a customer for more than 2 years already. But: in the phone speech they say one thing, you accept it via E-Mail and then you find out that conditions have changed, prices also. And people in charge say that is impossible smth to change yet. What? But it was your offer. After "inconvenient" questions nobody answers your e-mails of course. Besides all that, service is quite good, that's why two starts, not one.

A salesman called me, some 10 times, telling me that they have an offer for me with two options, one with the phone and another one without a phone and they'll send me an email with those options.

The email arrives and there is a link in the email, when I clicks on it, it shows "Order completed successfully", and with a phone. Unbelievable!

And when I try to execute my right of 14 days cancellation, they say that the contract is terminated after two years.

We've been the customers with them for some 8 years now and we're looking for a first-time phone number for our daughter. After this, we'll terminate all the contracts with them and never again!

Why in the world there is still this way of doing business. What a shame!

First of all, your sales reps are very enthusiastic about selling your products and are constantly calling. However, as soon as your English-speaking customers have a problem after signing the contract, suddenly no one seems to understand English anymore.

Second, I called because I wanted to buy Wi-Fi for my home. I explained to the employee that I work in the home office and need unlimited internet because I have a lot of downloads for work. The employee pretended to understand me. First DSL WLAN was sent to my old address, later a new device. However, no one came to install it and I was asked to send it back.
Note: I was charged for these two DSL connections (the first one that was delivered by mistake and the second).

They then sent me this mobile Wi-Fi with a SIM card and 100 or 120 GB of data (I'm not sure). As soon as the first GB is used up, I have to reload constantly. But guess what happened: The 100 GB were already used up after the 10th (because, as I said, I work in the home office and need a lot of data volume). And I can only charge 1GB at a time. This means that I have to constantly open the 1&1 app and recharge 1 GB at least 20 times a day.
Is that reasonable? Should I add 1GB every hour?

And the customer service doesn't care about the services offered at all. No one offers a solution; instead, I'm constantly bombarded with demands for payment for completely useless services.

In summary, if your German language skills isn't very good, avoid these guys because they will frustrate the hell out of your and you would never get any solution while they continue charging you for a ridiculous service offered.

They are thief and a scam company, since May 2025 I don't have Internet at home ,I contacted, concerning the problem ,they sent me their on 2 separate occasions, The first time the technician told me the problem is the cable that connects the Internet from outside (endleitung) they called it and my housing association hat to repair it , I contacted my housing association they sent their technician too, then came the technician from 1und1 but at the end housing association couldn't get it done which their technician (1und1 technician)came and saw that it was not repaired the man was really helpful calling my house association technical support and the woman said their nothing they can do at the moment, before the man left , but 1und1 kept charging me monthly 51 eur monthly, I called try to cancel my contract, sent email, even ask them 1und1 to send their technician to confirm if am lying but they refused to cancel my contract saying I need a written letter from my housing association why they can't repair it , I kept trying then a lady picked the call I explained everything to her and she promised that she will cancel my contract on the 19th of January 2026 , what happened next I still got booked for February, mind you they kept calling me for new offer before 19th and I kept reminding them about my contract cancellation for January 19th and they still booked my money , I saw the mail that I have been booked again , I called and ask why , first they kept passing me around like a football, first a man , then a man, then another one, before another woman now tells me the lady that promised me on the 19th didn't signed it but she will now , and send me the balance of what was not delivered for 9 months and valla
She sent me 3,50 euros for stealing from my account for 9 months, I can't even trust them for next month ,
Anybody who sign contract with 1und1 are just shooting themselves on the feet
Even if they become the cheapest or free I will never recommend 1und1 to my family and friends , not even to my enemy, and anywhere someone talks about them near me, it will always be a negative feed back
Most of their customers service are very rude and unfriendly, exception to some ,
PEOPLE PLEASE STAY AWAY FROM 1UND1,THEY ARE THIEF AND SCAMMERS

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!