o2 Deutschland Reviews 13,442

I have been waiting for my iPhone 17 for more than three weeks now, and the experience with O2’s customer service has been extremely disappointing. Every time I contacted support, I received completely different and contradictory information — one agent said “today or tomorrow,” another said “this week,” and another couldn’t even find my order at all.

When I explained that I would be travelling on the 19th of December, I was assured multiple times that the phone would definitely arrive before then. It did not.

After realizing the device was still not coming, I went to the store where I had placed the order. The staff there told me they could give me the same model in 256 GB black, but only if I cancelled my original order. That sounded like a solution, but when I called customer service again, they told me that cancellation was not possible — completely contradicting what the store staff told me.

Now it seems likely that the phone will arrive while I am on holiday and be sent back again. The inconsistency, the lack of proper communication, and the difficulty of reaching customer service have made this one of the most frustrating customer experiences I’ve ever had.

I have done a Handy contract for a Black Friday deal with Mediamarkt and O2... until now I have no information if the phone will be sent. But I am already getting Rechnungen from O2 to pay for a card and a Phone that I have not received. Plus O2 keeps sending me emails to activate my account and confirm my email, without sending me my client number or Any other info..such a plague.. annoying service. Im already regretting to sign a contract with them..

Breach of contract and zero support.

The company has 'one-click' mechanisms for adding extras to your plan. But when it comes to billing visibility, it is impossible either through self-service or their incompetent support team.

Not only was I moved and dropped between phone queues 4 times, but even after they acknowledged fault (incorrect charging) over the phone, they were not able to provide this in writing. How convenient for any arbitration process.

I am disgusted with the service and approach this company takes, and will be doing everything I can to get out of my contract with them.

I called to cancel my number and the girl I was speaking to didn’t speak English very well and just hung up on me - TWICE. When I called third time she just picked up the phone and didn’t say anything, leaving me waiting for god knows what. Great customer service O2.

Their online platform is dysfunctional: you are constantly redirected between different login pages and usernames, and it’s often impossible to access your own account or view detailed bills. The bills sent by email are not transparent, and on several occasions there were mistakes once I finally managed to download the full invoices.
Customer service in the O2 shops has also been consistently negative — impatient and dismissive. I never felt supported or taken seriously as a customer, and have seen other customers of all ages being rushed or pressured as well.
Overall, I unfortunately don’t have trust or confidence in the services, the platform, or the contract management at O2.

Worst experience ever!!
Today I had one of the worst experiences with an agent ever. So I bought 2 Samsung galaxy S 25 Ultras for black week and I had them shipped to a different address since they were a gift for my mum and dad but no one was home to get the package. Then I decided to ask an agent if it was possible for me to get the same deal for the phones because I could not find them without the Tarif anymore. The agent proceeds to tell me that I am wrong and no package has been sent out. I told her I received the packet number and I saw all the shipping updates. I even sent her all the information and Emails I received but noo I was wrong and the agent was right. I even explained that I think we are getting mixed up somewhere because I have Emails showing the package has been sent back to O2 but she tells me the last email was from 2 days ago and she refuses to give me any more information. But I thanked the agent for their time and ended the chat then went to Samsung to get the 2 phones for waaayyy cheaper. I understand that their Information might be slow to update but at least acknowledge that I might actually be right. Otherwise if I am wrong does that mean DHL sent me a packet number for fun and o2 is going to receive back 2 phones that have not been shipped yet. Whole experience just disappointed me. I had been getting all my gadgets from o2 now for 6 years but after this I would rather buy directly from the manufacturer shop.

Unfortunately, o2 is a branch full of scammers, people who are desperate to close you on a 2y deal and untrained staff.
The "Kundenportal" is very slow and difficult to navigate through, making it difficult to access your contracts or manage them.
Contacting them is another issue.
Overall very bad experience with staff and with the website, find it to be big scam that people only accept out of commodity.
Would not really recommend o2 to anyone, just try vodafone or anything else for your own sake.

The website is not working since for a while...
As I am prepaid I cannot check how much internet I have left... And off course cannot buy more internet when this is over due to inaccessibility of the website meino2login.de....
So what's left for me to do except to change the mobile network!??
Very disappointed!

4 mails about canceling a contract. Just no response. They did cancel eventually, and the confirmed receiving the mails, just no reaction. And trying to login to the personal space was a pain in the ass.
Germans and digital services, really 20 years behind and o2 confirms it again.

Customer Service has become worst I have ever seen. When there is a problem with something, they act very unprofessional and create explanations sucked out of their own fingers. This is a very bad omen.

I signed my O₂ Home S 50 internet contract in September 2025, and since then, I have had no working internet connection at all.
The technician came on October 2nd, changed the wall socket, and since that day nothing has worked.
I have called customer service and written emails many times. They keep promising a technician — the first one didn’t come, then they moved the date again and again.
Today (November 11th) the technician was supposed to come, but again, nobody showed up. Now they told me to wait until November 14th.

Meanwhile, O₂ already took money from my bank account (31.65 €) even though the connection never worked.
I have spent a lot of extra money on mobile data because I need the internet for work.
Customer service is friendly on the phone, but nothing ever changes, and no one takes responsibility.

I’m extremely disappointed. After more than five weeks with no service, no refund, and constant delays, I’ve completely lost trust.

⭐ 1 star – if I could, I’d give zero.

Even small sim providers have better customer login portals than O2. No matter how much you look for your invoices or contract or PUK PIN, you can never find it on the customer account despite you logged in. They spend more time on community questions than create a simple and plain user friendly customer login portal. Poor customer interface

This is the worst company you could ever deal with.
I paid €70 for the DSL line activation, and every year they kept increasing the monthly fee — it started at €25 and went up to €39 after three years. When I decided to cancel the contract, they even sent me another €70 bill as a termination fee.
I absolutely do not recommend dealing with them at all!

I can't log in to my app, I cannot reset my password, I cannot sign in with the code the send me, and I cannot speak to the customer service without logging in, so basically this service is unusable. I called the help line, they say that they cant help Pre-paid customers, and then try to sell me another product. Shameful!

I came to Germany to study. I purchased a prepaid SIM card from this operator. When trying to register a SIM card, the system returned an error. The system says that my email address already exists. It's impossible. I tried a different address, but the error was the same. I tried to contact o2, but this is only possible if I already have an account. I can't call the hotline because I don't have a German phone number. Online chat and other methods don't work because I can't log in to my account and I don't even understand if my account exists. 10 euros is wasted. Disappointment.

Update: I sent a letter 5 days ago to their contact center. Still no answer. Shame.

O₂ signed me up for the wrong technology (Cable) despite my clear request for DSL. I’ve been in contact with them every day for 10 days, and the problem is still not fixed. Every representative gives a different explanation, and they even sent the wrong technician to my home — who himself said O₂ is the worst company he works with.

Since then, I’ve spent over 10 hours on the phone trying to get the technology switched, but nothing has been resolved. Instead of fixing the issue, the service team keeps trying to sell me additional products, which is completely unacceptable.

I refuse to pay for a service that I cannot even technically use, and I don’t understand how it’s legal for O₂ to sign customers to a contract for a technology not available at their address.

The customer service is completely useless — no one seems to know anything, and when they run out of answers, they just hang up.

Absolute rubbish service. Opened a contract with them start of August. Spent the past 2 months going back and forth, they don’t send a router, they don’t cancel the previous tenants contract which delays us from being able to get an installation. Countless times we have called customer service, English speaking staff are so so rude and have no patience. Finally they sorted out whatever issue we may have and said that they would send a router.. radio silence for over a week, they call back to tell us that there was an error sending the router?? at last yesterday O2 send us a message that we will receive a router. We received another message today that the router will arrive in the afternoon. When the time comes and the router was expected, “surprisingly” they couldn’t find our apartment. Instead they said they left us a letter in the post that tells us where to collect the router. I open the letter they put in there, IT WAS A LETTER TELLING US THAT THEY CANCELLED OUR ACCOUNT BECAUSE OF MISSING INFORMATION??!! How dare they cancel the account without telling us about what was wrong. They wasted 2 months of our time. We have been sitting at home with no WiFi since moving in because of the stupidity of this company and its service workers. I am so enraged by the energy spent on such a simple concept.

If there is an option to put no star I will do.
The worse services I have never seen.
Unprofessional staff most of them don't introduce themselves when you ask for this they close impolitly the chat without giving you any issue to the problem you are facing.
I'm always waiting for someone responsable to contact me in order to give me a real solution

What an incredible waste of time and energy. I’ve been an O2 customer for a few years now, and I genuinely regret ever signing up with them. Their customer service is by far the worst I’ve ever experienced.

I waited in line for over 30 minutes, only to be told I needed to call a different number. The number they gave me wasn’t even for O2 it was for Aldi Talk! What a joke.

After finding another number online, I called again and faced another long wait. When someone finally answered, she said she needed to “check my info,” put me on mute for 30 minutes, and then hung up. Must be nice to get paid for “helping” customers while making coffee.

I called back one more time, hoping someone would actually help, but the next agent couldn’t care less. After three hours, my issue was still unresolved.

O2 seriously needs to retrain their staff or shut down their so-called “customer service.” This is hands down the worst experience I’ve ever had with any company.

My wifi has been offline for 3 days with no sign of coming back online. This is absolutely unacceptable and in breach of our contract. I cannot recommend this company less. To be fair the customer service people are very nice but obviously super unhelpful and at the end of the day having a nice attitude while you tell me my Internet is not going back online isn't much of a consolation.