Verified: 20 March 2026 07:35 am CET
Industry: Telecommunications (Mobile, Broadband, TV)
Jurisdiction: Germany
Primary Regulator: Bundesnetzagentur (BNetzA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Freenet staff will never ask for your account password, or call you demanding immediate payment via prepaid gift cards to “prevent a SIM card deactivation.”
Level 1: Customer Support (Kundenservice)
- How to complain: Submit your issue via the secure “Mein freenet” app, use their official online contact form, email them at info@freenet-mobilfunk.de, or call their central customer service hotline at 040 / 5555 41 540.
- Source Verification: Kontakt - freenet
- Availability: The central customer service hotline operates Monday to Friday from 08:00 to 20:00 (CET), and Saturday from 09:00 to 18:00.
- Source Verification: freenet Service
- Timeline: Freenet aims to resolve standard billing or contract inquiries within a few business days.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your dispute (e.g., unjustified billing, missing hardware, or ignored cancellations) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legal headquarters. Do not use the Erfurt customer service PO Box for formal legal notices. Address it to the Management Board, freenet DLS GmbH, Hollerstraße 126, 24782 Büdelsdorf, Germany. Clearly state your claim and set a legally binding 14-day deadline (Mahnung) for them to issue a refund or technical resolution.
- Source Verification: Impressum - freenet
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the provider a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: The Bundesnetzagentur operates a dedicated consumer arbitration board specifically for telecom disputes under § 68 of the Telecommunications Act (TKG). You can submit your case for free to the Schlichtungsstelle Telekommunikation der Bundesnetzagentur in Bonn. (Freenet explicitly states in their Impressum that they do not participate in any other general consumer arbitration boards).
- Source Verification: Impressum / Streitbeilegung - freenet
- Timeline: You can file a complaint with the Schlichtungsstelle immediately after receiving a final rejection letter from freenet, or if they fail to respond to your formal 14-day Mahnung.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) or an IT/telecom lawyer to evaluate your contract claim.
- Source Verification: Verbraucherzentrale - Beschwerde
- Court/Arbitration: If the Schlichtungsstelle cannot resolve the issue, you can initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against freenet DLS GmbH, or file a civil lawsuit at your local district court (Amtsgericht).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is freenet still refusing to refund you for a totally dead connection, or ignoring a complaint about a hidden third-party subscription (Drittanbieter)? Reply below (do not share your passwords, full customer numbers, or PINs), and our community will point you to the right legal templates!