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Emergency

Phone and internet connection dead after a move

When moving, the provider is meant to continue the connection at the new address. If that does not work and you are left without phone and internet, you have rights: from reduction through compensation to a special right of cancellation if no service is possible at the new location.

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Your chances of getting your money back

If the connection is not provided on the agreed date or fails, the service can be reduced and, under certain conditions, compensation demanded (§ 56, § 58 TKG). With a delay for which the provider is responsible, claims exist.
If the provider cannot render the service at the new residence, you have a special right of cancellation. Documentation of dates and outages strengthens your position.

What you should do now

  1. 1

    1. Document dates

    Record the agreed activation date and actual outages.

  2. 2

    2. Report the fault

    Report the non-provision to the provider and set a deadline.

  3. 3

    3. Reduction/compensation

    Assert a reduction and, where applicable, compensation for the time out of service.

  4. 4

    4. Check special cancellation

    If no service is possible, check the special right of cancellation.

How to spot the scam

  • The connection is not activated for weeks.
  • Despite payment there is no usable service.
  • Dates are postponed several times without a reason.

Frequently asked questions

What can I do if the connection is dead after the move?

Report the non-provision to the provider, set a deadline and document dates and outages. For the time without usable service you can reduce the monthly costs and, under certain conditions, demand compensation (§§ 56, 58 TKG).

Do I get compensation?

With a non-provision for which the provider is responsible or with outages, telecommunications law provides for compensation under certain conditions. The exact amount depends on the duration and circumstances. In addition, for the time out of service the charge is reduced.

Can I cancel if nothing works at the new location?

If the provider cannot render the agreed service at the new address, there is usually a special right of cancellation. You then need not pay for a service you do not receive. Clarify the technical availability and cancel in time if needed.

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.