Optical Fiber Company Refuses to Accept Termination
Telecommunication Service Providers Prohibited from Denying Fiber Optic Cancellations
BERLIN/MAINZ (dpa/tmn) - telecom companies are barred from refusing to accept cancellations for fiber-optic contracts, a decision corroborated by the Consumer Protection Agency of Rhineland-Palatinate. The agency has reported an uptick in complaints about providers rejecting cancellation requests for long-term fiber-optic contracts, especially when households have waited years for construction.
Reasons cited by the companies for their refusal to cancel contracts include:- Contracts cannot be withdrawn.- Cancellation cannot be confirmed at this time.- Cancellation is not possible due to the fiber-optic connection not yet being activated.
However, consumer advocates advise that consumers should not accept such explanations and should follow up in writing to insist on the withdrawal or cancellation of the contract. According to the advocates, the two-week withdrawal period begins with the receipt of the order confirmation, allowing for initial withdrawal during this period. Afterwards, cancellation is permitted at the end of the minimum contract term, which is limited to 24 months. Subsequent monthly cancellations are also possible.
This means that a fiber-optic contract can indeed be terminated, for example, if no construction work has taken place two years after the contract was signed.
The Higher Regional Court of Hamburg ruled in December 2024 that the minimum contract term of a fiber-optic contract typically begins with the receipt of the order confirmation (Az.: 10 UKL 1/24). While this verdict is still pending a final decision, it underscores the idea that providers must adhere to the terms of the agreement with their customers.
Telecom companies typically operate under contractual agreements with their customers, outlining terms, conditions for service provision, installation, and termination. These contracts specify the length of the agreement, installation timelines, and cancellation procedures. Consumer protection laws, such as those overseen by the Federal Communications Commission (FCC) in the U.S., may offer consumers further safeguards, requiring providers to meet certain obligations within a reasonable timeframe. In case of delays or failures to meet obligations, consumers can take steps like carefully reviewing contracts, documenting communication, submitting formal complaints, seeking legal advice, and negotiating resolutions.
When dealing with providers that refuse to cancel contracts, it is essential for consumers to adhere to proper procedures, keep accurate records, and seek legal recourse if needed. Furthermore, aware of the legal landscape governing contractual agreements and consumer rights, consumers can make informed decisions and protect themselves from potential disputes or misconduct.
- Understanding their rights, consumers should not accept telecom companies' explanations for refusing to cancel fiber-optic contracts and should follow up in writing to insist on the withdrawal or cancellation, as the two-week withdrawal period starts with the receipt of the order confirmation.
- Despite the telecom companies' arguments that contracts cannot be withdrawn or cancelled during certain stages, such as when the fiber-optic connection is not yet activated, consumers can terminate their contracts after the minimum contract term of 24 months has passed, as defined by the Higher Regional Court of Hamburg.
