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Emergency

New internet connection is not being activated

If a newly ordered internet connection is not activated on the agreed date, you are not powerless. Telecommunications law gives consumers rights in the event of delay and outage, from compensation to termination.

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Your chances of getting your money back

If the connection is not provided on the agreed date, the consumer can, under certain conditions, demand compensation; for the time without a usable service the fee is reduced (§ 56 TKG).
If the service is permanently absent, withdrawal or termination may be an option. You do not have to pay for a connection you cannot use.

What you should do now

  1. 1

    1. Record the date

    Document the agreed activation date and the failure to provide the connection.

  2. 2

    2. Set a deadline

    Ask the provider to provide the connection and set a deadline.

  3. 3

    3. Compensation/reduction

    Assert compensation and a fee reduction for the time the service was unavailable.

  4. 4

    4. Getting out of the contract

    If the failure is permanent, consider withdrawal or termination.

How to spot the scam

  • Despite the contract, the connection stays dead for weeks.
  • A fee is charged for a service that was not provided.
  • Activation dates are repeatedly postponed without reason.

Frequently asked questions

What rights do I have if the connection is not activated?

If the connection is not provided on the agreed date, you can, under certain conditions, demand compensation, and for the time without a usable service the fee is reduced (§ 56 TKG). If the service is permanently absent, withdrawal or termination may be an option.

Do I still have to pay?

You do not have to pay for a service that was not provided. If money is nevertheless debited, you can object to the charge and demand a refund. Document the agreed date and the failure to provide the connection as evidence.

How do I get out of the contract?

If the provider permanently fails to deliver the service, you can withdraw or terminate after setting a deadline. Since no usable connection comes about, you are not bound to the contract. Declare the withdrawal or termination in writing and in a verifiable way.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.