1&1 - Internet & Mobilfunk

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!

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.