M-net Telekommunikations GmbH Reviews 1,627

I do not recommend this provider. I went to the m-net shop at OEZ to inquire about a new connection in Freising. The customer service representative assured me that the internet connection would be activated within two to three weeks. I believe in him and signed the contract. Now that it's been three weeks, there has been no response from them, and I've called customer support multiple times. Many times, I have to wait 10 minutes for someone to answer my phone. Then, I returned to the m-net shop in OEZ to inquire about the status of my order. There, I was informed that the connecting date was set approximately two months after I signed the contract. I couldn't believe it. At the very least, you should not give someone the wrong advise. They said a letter with PIN was delivered two weeks ago, but I never received it. I couldn't figure out who to trust. I had requested the customer service representative to cancel my order if you couldn't activate the internet soon (as promised). He told me that I have to pay the fine if I do this. I feel as if I am being trapped in this process.

Date of experience: 10 December 2024

After 5 years as customer and canceling in advance because of moving, returned my router to them, that was sent back without explanation and charged for not returning. Got multiple calls to try making a new contract. Stay away.

Date of experience: 01 September 2024

Customer service is extremely rude, and they also don't inform you accurately of shipments. If you miss getting them they blame customer. Good to consider other providers!

Date of experience: 21 June 2024

A company that literally robs. They create an appointment date on their own and don't even send you an SMS. Later, when they can't find you at home, they ask you to pay a penalty of 70 euros. As you can see from the comments below, everyone has the same problem. If a brand ignores this problem, it means they don't want to solve this problem and make money in this way. Make a deal with other internet providers and don't lose your money.

Date of experience: 08 December 2023

Very disappointing, they reached out to me to offer me a new contract for fiberglass and offer sounds good so their employee come to my home, checked the device and told me yeah it's compatible. I signed up and a couple of days later, they asked for some modem number that I do not have and I told their employee I don't have. Regardless, I answered to them and explained the situation, 3 weeks later, same generated text was send to me over sms! I'm so disappointed at them, just stop poaching people if you can't offer your service properly!
Once installed, their service works flawlessly, but I would pray for you during their setup time, sometime I feel they don't want new customers at all, we don't need incentives, just make the process easier and faster, It took them 3 months till their technician came to my place for non fiber internet and now 3 more months for fiber glass? I regret answering to their employees!

[UPDATE]
2 weeks later, I changed my review from 1 to 3 as they reached out to me and my problem was resolved rather quickly. Still I hope they figure it out to properly handle these issues in future :(

Date of experience: 07 September 2023

I waited for the technician to install new connection in my apartment. I waited for the whole day in the apartment nobody came. Evening got a message to call the customer care number. Now they say they have the proof that technician came to my apartment and I've to pay 70 euros for another new appointment. After going through few reviews it seems like they are doing it purposefully cheating people for money. How can we raise a consumer complaint for this? I had to take leave for the new connection because I can't work without internet. It is extremely frustrating knowing that these people getting away easily cheating people in the day light.

Date of experience: 09 June 2023

They will take your money and your time and will expect you to thank them. Run fast and far from this company.

We signed our 2 years contract with free installation service. We waited the whole day at home and they didnt come. We called to the service they said that they came but we were not there. All lies. They charged us 80 € for the next visit. The same thing happened. Now they offered us to leave the contract for 300€ (plus the 80 we already payed). So, almost 400€ for nothing but losing our time!!!!
The customer service is terrible, just insulting. Please go to any other company there many other providers with decent service (e.g. freenet)

Date of experience: 09 March 2023

Go to upgrade internet. They break internet on friday. Won't come to fix until Monday. Awful service no responsibility taken. Please if you value your time and money avoid at all costs. Go with ANYONE else

All responses are just pitiful copy and paste jobs. No one who works at M net knows what they are doing from the top to the bottom. All totally inadequate at their jobs it's painful speaking to these people. Their website is too concerned with stock images of people smiling and sponsorship deals, than actually supplying a competent internet connection for their customers. How they are still in business I will never know.

Heed these words if you ever listen to one online review in your life make it this one. I am saving you from headaches, wasted time and more importantly - an incredibly substandard internet connection. EVEN for Germany.

Date of experience: 14 April 2023

They do not listen to their customers. If you want something from them their representative will assure you that they will do as you want, but the next day you will find out that you have no internet (right before important interview) , because they switched you to the new line with a new router that you cannot turn on because it too far away from the power supply.

Date of experience: 30 November 2022

This is seriously the worst internet provider i had in my life. I'm with m-net since ~1 year, and in this period probably for 5 months I'm not able to keep stable connection for 1 hour long call without interruption. The technical support is not worth a minute spent with. While they are nice, they are not able to help anyhow. I get only confirmation that they restarted connection. I really don't understand what am I paying for, because the service I ordered and I'm paying I'm not getting.

Date of experience: 06 December 2022

We were asked to sign a contract a month ago for internet. We are new in Germany and we got a recommendations and we did it. A month later, they have not given us internet nor they can tell us when they will do it. We need to know how to cancel the contract for not delivery of service. NOW.

Date of experience: 01 November 2022

I have been with M-Net for more than 5 years. My last contract was renewed without my consent (automatically), so I had to stay with the last contract for 2 more years. During this period I moved, we wanted faster internet connection, which they could not provide in our new place. We ordered another provider, but still they make us pay until the end of the contract.

Date of experience: 15 September 2022

I have been a customer for 3 years. During the pandemic they switched off the English support, but ok, this is probably my own issue.

The connection was never stable, i needed to restart my router sometimes every day, sometimes even more often. I have been paying way higher then market and asked them to review the price. They told me that I need to cancel my contract. Ok, I did it, they came back to me with an offer which was in line with market. But it was impossible to accept it. I called the hotline, I booked the calls via the website - but these specific colleagues i aparently needed to speak to were unavailable, i left notes to them, i wrote emails - nothing. After almost a week of trying i made a contact with another provider. And they finally reached me. Was there even a sorry? No. As a cherry on the top, I need to pay to send the router back because, they could have only resend me the dhl label (originally sent 3 years ago) before I cancelled my contract. They just don't care at all.

Date of experience: 03 August 2022

Make you pay for services you can’t receive after moving house. Reluctant to accept cancellation of contract. Paid over 200€ over the course of 7 months, because they didn’t accept my abo cancellation. STAY AWAY!

Date of experience: 23 May 2022

I ordered installation of my internet service for a specific date (4 days after move to new apartment).
Without consulting me, m-net decided it would be a good idea to send the router one week early. Obviously it could not be delivered. I have to pay 29.99 for getting it sent again.

Given how common this use case is and how unjustified the amount is, this smells like a rip off scheme.

Date of experience: 27 April 2022

Terrible customer service! I moved into a new apartment. The first 3 months were supposed to be free. My name was not yet present on the door bell. So I gave the name of the previous tenant as a care off (c/o) in the address. First time around their person doesn't find my home, takes a photo as proof that clearly I don't exist and goes away. They have my phone number. They can easily call me. But of course that's not how things work here. They send someone a second time. They are able to find the home do the installation

Around 90 days later, once I have my name changed, I start getting invoices from m-net asking me to pay around €70 for the installation. I contact the customer service and ask them about the amount. They say it's a mistake and they'll give me a discount of €70. This is the first red flag! I ask what do you mean "discount" I don't owe you anything for the first 3 months. This is his genius reply: I have "Mahnung" or warning/late fees of €19 on the €70! So they were charging me late fees for an amount I don't owe them. And that's because they sent me the letters but couldn't find my mailbox as the name was missing!!

I mean can you be any dumber? After 15 mins of back and forth explaining him why it's their fault not mine he finally asked me to go to their outlet and acknowledge the missing invoices and then pay the late fees and then cut the call

They should really change the name from "Customer Service" to "Customer Disservice"

Also, I'm not paying any late fees. I'm gonna ask my lawyer to write them an email. Thanks legal insurance :)

Date of experience: 07 April 2022

So I am renting an apartment which comes with the Internet from M-Net. Today Internet has been out since 9 am, so I have decided to call the provider and at least inform them about unresolved issue at my address. Unfortunately, I obviously don't have any client number at the provider, because I am not paying the bills. Of course, I would have been able to provide both my address and the name of my landlord to verify the information and at least start doing something about the issue, but the customer agent didn't want to even do a cross check and help me out here.
So, as a tenant, you basically have no rights for this company, and service is sooooo good.

Date of experience: 05 April 2022

Very bad customer service (the worst ever in my personal experience). I don't have any Internet connection since last Thursday and I called the 0800 number several times receiving back all the possible answers ("we are fixing it within today", "the fix is not under our control but is Telekom and Bayern state (yes they told me that) have to fix it please be patient", "it is going to take from 2 to 5 working days", "we apologize for what my colleagues have said before, we have to change some equipments in your building" but I cannot tell you when because of the weekend (?!?!?)"). The fact is I am still without any connection and without any reliable communication about how/when they are going to fix it! My suggestion is please stay away from Mnet, not reliable at all.

Date of experience: 23 January 2022

I have been waiting for someone to install my M-Net internet line for 1 month.
For two times I was at home the whole time and no one came. Both times I called the support and they say the person that was supposed to come sent a picture of my doorbell to prove that they were here, but I have been here the whole day and even received some delivery (so the bell works!) and nobody from M Net ever rang the bell.
Now I have to pay 70 euros because I wasn't here for the installation when it is completely not true. It's a scam and the worst part is that I still have no internet at home.

Date of experience: 10 January 2022

They are really responsive!
I had a problem regarding internet connection at home though, the customer hotline got through right away and they provided their support in English as well. Es war toll und sehr nett!

Date of experience: 08 November 2021