Resisting Provider Refusal to Cancel Fiber Optic Contracts
Optical Fibre Provider Rejects Discontinuation Discussions
Berlin/Mainz — Telecommunication companies in Germany cannot outright reject the cancellation of fiber optic contracts, according to the Consumer Center Rhineland-Palatinate. The organization has observed a significant increase in complaints where providers initially refuse to cancel fiber optic contracts, particularly when households have waited years for fiber optic construction.
Common reasons cited by companies for the refusal to cancel include:
- The contract cancellation is no longer possible.
- Cancellation confirmation cannot be granted at present.
- Cancellation is impossible due to an unactivated fiber optic connection.
Nevertheless, consumers must not be swayed by such explanations, the consumer advocates warn. Instead, they recommend writing to the provider to insist on contract cancellation. It is essential to observe the notice period specified in the contract during the initial cancellation window. After this period, cancellation is possible after the conclusion of the minimum contract term, which may not exceed 24 months. Following this period, cancellations can be made on a monthly basis.
This implies that even a fiber optic contract could be cancelled if construction work has not been initiated two years after the contract was signed, explain the consumer advocates.
Although the Hanseatic Higher Regional Court confirmed in December 2024 that the minimum term of a fiber optic contract, as stipulated in the general terms and conditions, begins with the receipt of the order confirmation, this ruling (Az.: 10 UKL 1/24) is not yet legally binding.
Enforcing Cancellation Steps
- Send a formal, written cancellation letter. Ensure delivery by registered post or fax for proof of delivery.
- Retain all communication, including emails, letters, notes of phone conversations, and the names of representatives.
- Seek advice from the Consumer Center Rhineland-Palatinate and use their sample letters.
- File a complaint with the Federal Network Agency (BNetzA) if the provider refuses to process the cancellation.
- Consider legal action as a last resort.
Practical Tips
- Be persistent with your requests for cancellation.
- Take advantage of the BNetzA’s online tools for speed tests and complaint forms, which are recognized as official proof.
- Check if your contract includes automatic renewal requirements and notification obligations regarding cancellation.
In summary, it's crucial for consumers to follow the lead of consumer protection organizations like the Consumer Center Rhineland-Palatinate, remain vigilant when dealing with telecommunication companies, and act diligently to enforce their rights to cancel fiber optic contracts if necessary.
Despite the reasons given by telecommunication companies for refusing to cancel fiber optic contracts, consumers should not be deterred. Instead, they should write to the provider to demand contract cancellation, ensuring to observe the notice period specified in the contract. Furthermore, the industry, particularly finance and technology sectors, should keep up with the regulations surrounding fiber optic contracts, as consumer advocate organizations continue to challenge provider refusals.
