Request for Order Cancellation – Mis-selling and Technical Obstacles
vor einem Monat
Hello @Telekom Hilft Team,
I need help cancelling an order because it was based on misleading information (Fehlberatung) provided by a sales agent.
- Deception regarding Presence: The agent told me my presence was not required for the switch. However, I have now been informed that a technician requires access to the building's basement/connection box.
- Technical Impossibility: I am a frequent traveler and will be out of the country for several months starting February 12, 2026. Because I will not be present and I do not have access to the basement, the activation is technically impossible.
- Withdrawal of Consent: Since the technical requirements were hidden from me at the time of signing, I am contesting the validity of this contract.
I have already tried the hotline, but there was a language barrier. I request that this order be storniert (cancelled) immediately before the activation date. I want to remain with my current provider (Vodafone) to ensure my smart home devices stay online while I am away.
Best regards,
Hinweis:
Dieser Beitrag wurde von Waage1969 am 27.01.2026 17:00 eskaliert.
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vor einem Monat
Where did the sales agent contact take place - phone, shop, ...?
If shop then you need to revert to the shop, as far as I know.
If phone then there is the legal right to declare a "Widerruf" within 14 days after reception of the order confirmation "Auftragsbestätigung", details how to do that explained in the "Widerrufsbelehrung"
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vor einem Monat
The contact took place at my doorstep (door-to-door sales). And I clearly informed him that im frequent traveler and have no access to the basement.
Regardless of the 14-day window, I am contesting the contract because the agent provided false technical information (Fehlberatung). He explicitly stated my presence nor basement access would not be required for the switch. Now I am told I must provide basement access, which I do not have.
Furthermore, I am a frequent traveler leaving on Feb 12th. Since the technical requirements were misrepresented and installation is impossible, I request a cancellation (Stornierung) out of goodwill (Kulanz). I have already contacted the hotline, and they were unable to resolve this.
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vor einem Monat
@TelMaj
Thank you for your friendly phone call. As you informed me, there is no DSL cabling in your building/apartment. Since the cancellation period has expired, our technician will check the feasibility on site. If it turns out that the contract is not feasible, the technician will report this back to us. Due to your absence, I have postponed the changeover date as requested. The previous provider will continue to supply you with service until the new date.
Kind regards,
Maurice
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vor einem Monat
Hello @TelMaj,
I am looking into your request.
Unfortunately, I was unable to reach you by phone just now. When would you like me to call you back?
Kind regards
Maurice
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vor einem Monat
Hello @Maurice K. Feel free to call me anytime
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