October 15, 2026, 9:46 am | Read time: 3 minutes
Sign up online, cancel online–that’s what the law requires for many contracts. However, there are now doubts about this at Telekom. Consumer advocates criticize several steps in the cancellation process and are taking the matter to court.
Since July 1, 2022, companies must offer a cancellation button for many contracts that can be concluded online. The Federation of German Consumer Organizations (vzbv) accuses Deutsche Telekom of not properly implementing these requirements. Therefore, the association has filed a lawsuit with the Higher Regional Court of Hamm, as reported by “SimDealz.”
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The focus is on the path from the first click to the cancellation form. Those who select “Cancel contracts here” at Telekom do not immediately reach the page to enter the necessary data. First, Telekom asks whether it concerns a landline, mobile, or another type of contract.
After that, customers must choose whether they want to cancel at the regular end of the contract or extraordinarily. There is a separate menu item for additional options. Only after these queries does the form appear, where personal data, phone number, and the desired cancellation date can be entered.
Telekom offers contact before cancellation
The vzbv is also concerned about another point. Before customers submit the cancellation, Telekom points out free phone numbers for landline and mobile services. The company offers to look for a suitable offer. These notices are located below the “Cancel now” button.
Consumer advocates are also taking action against this. In their view, such advertising does not belong on this page.
The law sets requirements for the process of online cancellation. The first button should lead directly to a page where customers can specify the contract and the desired cancellation date. A second button sends the cancellation definitively. Both buttons must be easily accessible.
Whether Telekom’s process violates these requirements is now for the court to decide.
Best to document cancellation
Regardless of the proceedings, customers should document their online cancellation. This includes saving the submitted cancellation and the provider’s confirmation. The stated contract end should also be checked. An effective cancellation does not need to be confirmed by phone.
It may be different with a “cancellation reservation.” According to the consumer center, some companies offer such a procedure. Customers initially only indicate that they wish to cancel. The contract is not yet terminated. If a call is required afterward, the actual cancellation is only explained during the call.
If you do not want to receive advertising or retention calls after a cancellation, you can object to the use of your data for advertising and revoke any consent given.