Filing a Complaint

Filing a Complaint (Beschwerde einreichen)

Overview

This guide helps you file an effective complaint with your ISP when experiencing connection issues. DOCSight provides the technical evidence, this page tells you where to send it.

Step 1: Generate Your Complaint

Use DOCSight's File Complaint feature:

1. Navigate to Documentation → File Complaint
2. Review the pre-filled letter with your data
3. If you already ran a Before/After Comparison, enable it in the complaint dialog to attach the active comparison period, deltas, and health distribution
4. Download the Technical Report PDF (contains all evidence)
5. Optionally attach screenshots from DOCSight

You can also open the complaint flow directly from the Before/After Comparison view via Use in Complaint Letter when you want to highlight degradation between two periods.

Step 2: Where to Send

🇩🇪 Germany

Vodafone Kabel

Online (Recommended):

• Störungstool: https://www.vodafone.de/hilfe/stoerung.html
  • Report issue online
  • Upload DOCSight PDF in the ticket
  • Reference ticket number in further communication

Email:

• kundenbetreuung@vodafone.de
• Subject: Beschwerde - Mangelhafte Internetverbindung - Kundennummer: [YOUR_NUMBER]
• Attach: DOCSight Technical Report PDF

Mail (For escalation):

Vodafone GmbH
Kundenbetreuung Kabel Deutschland
Ferdinand-Braun-Platz 1
40549 Düsseldorf
Germany

Escalation Path:

1. Störungstool ticket (wait 7 days)
2. Email to Kundenbetreuung (wait 14 days)
3. Bundesnetzagentur complaint (see below)

Pyur / Tele Columbus

Online:

• Service Portal: https://www.pyur.com/hilfe-service
• Open ticket in customer portal
• Upload DOCSight PDF

Email:

• kundenservice@pyur.com
• Subject: Beschwerde - Internetstörung - Kundennummer: [YOUR_NUMBER]

Phone:

• 030 25 46 0 (Customer Service)
• Have your DOCSight data ready (signal levels, error counts)

Mail:

PŸUR
Kundenservice
Kaiserin-Augusta-Allee 108
10553 Berlin
Germany

eazy

Online:

• Customer Portal: https://mein.eazy.de
• Create support ticket

Email:

• kundenservice@eazy.de
• Subject: Beschwerde - Verbindungsprobleme - Kundennummer: [YOUR_NUMBER]

Mail:

eazy
Kundenservice
Stralsunder Straße 60
10405 Berlin
Germany

O2 / Telefonica

Online:

• Mein O2: https://www.o2online.de/mein-o2
• Störung melden in the service section

Email:

• kundenservice@o2online.de
• Subject: Beschwerde - Kabelinternet - Kundennummer: [YOUR_NUMBER]

Phone:

• 089 787 979 400 (Technical Support)

Mail:

Telefonica Germany GmbH & Co. OHG
Kundenbetreuung
Georg-Brauchle-Ring 50
80992 München
Germany

Escalation Path:

1. Online ticket via Mein O2 (wait 7 days)
2. Email to Kundenservice (wait 14 days)
3. Bundesnetzagentur complaint (see below)

1&1 / Versatel

Online:

• Control Center: https://control-center.1und1.de
• Technical Support section

Email:

• info@1und1.de
• Subject: Technische Störung - Kabel Internet - Kundennummer: [YOUR_NUMBER]

Phone:

• 0721 960 9121 (Technical Support)

Mail:

1&1 Telecom GmbH
Kundenservice
Elgendorfer Strasse 57
56410 Montabaur
Germany

Escalation Path:

1. Control Center ticket (wait 7 days)
2. Email to info@1und1.de (wait 14 days)
3. Bundesnetzagentur complaint (see below)

Deutsche Telekom (Cable)

Online:

• Kundencenter: https://www.telekom.de/kundencenter
• Störung melden

Email:

• telekom@telekom.de
• Subject: Beschwerde - Kabelinternet - Anschluss: [YOUR_NUMBER]

Mail:

Telekom Deutschland GmbH
Kundenservice
53171 Bonn
Germany

NetCologne

Email:

• kundenbetreuung@netcologne.de
• Subject: Störungsmeldung - Kabelinternet - Kundennummer: [YOUR_NUMBER]

Phone:

• 0221 2222 800 (Service Hotline)

Mail:

NetCologne GmbH
Kundenbetreuung
Am Coloneum 9
50829 Köln
Germany

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🇦🇹 Austria

Magenta (UPC)

Online:

• Mein Magenta: https://www.magenta.at/meinmagenta
• Störung melden

Email:

• service@magenta.at
• Subject: Beschwerde - Kabelinternet - Kundennummer: [YOUR_NUMBER]

Phone:

• 0800 20 10 10 (Customer Service)

Mail:

Magenta Telekom
Kundenservice
Brünner Straße 52
1210 Wien
Austria

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🇨🇭 Switzerland

UPC (Sunrise)

Online:

• My Sunrise: https://www.sunrise.ch/mysunrise
• Technical support section

Email:

• kundenservice@sunrise.ch
• Subject: Störungsmeldung - Kabelinternet - Kundennummer: [YOUR_NUMBER]

Phone:

• 0800 707 707 (Customer Service)

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🇬🇧 United Kingdom

Virgin Media

Online:

• My Virgin Media: https://www.virginmedia.com/myvirginmedia
• Report a fault

Email:

• Use online form (no direct email)

Phone:

• 0345 454 1111 (Faults)

Mail:

Virgin Media
Faults Department
PO Box 333
Bartley Wood Business Park
Hook
Hampshire RG27 9UP
United Kingdom

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🇺🇸 United States

Comcast Xfinity

Online:

• My Account: https://www.xfinity.com/support
• Report an issue

Phone:

• 1-800-XFINITY (1-800-934-6489)

Mail:

Comcast Cable Communications, LLC
Customer Service
One Comcast Center
Philadelphia, PA 19103
United States

Spectrum (Charter)

Online:

• My Spectrum App or https://www.spectrum.net/support
• Report an outage

Phone:

• 1-833-267-6094 (Technical Support)

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Step 3: Escalation (Germany)

If your ISP doesn't respond or resolve the issue, escalate to the Bundesnetzagentur (Federal Network Agency).

Bundesnetzagentur Complaint

When to escalate:

• ISP doesn't respond within 14 days
• ISP refuses to acknowledge the issue
• Multiple failed repair attempts

How to file:

1. Use official Breitbandmessung tool:

   • Download: https://www.breitbandmessung.de/
   • Run a measurement campaign (30 measurements over at least 3 days)
   • Generate official measurement report
   • See BNetzA Integration for how to upload the report into DOCSight

2. Gather DOCSight evidence:

   • Export Technical Report PDF
   • Export Event Log CSV
   • Take screenshots of signal trends

3. File complaint online:

   • https://www.bundesnetzagentur.de/verbraucherservice
   • Section: "Telekommunikation"
   • Upload all evidence (Breitbandmessung + DOCSight)

4. Or by mail:

   Bundesnetzagentur
   Verbraucherservice Telekommunikation
   Postfach 8001
   53105 Bonn
   Germany
   

What to include:

• Customer number and contract details
• Timeline of issues (use DOCSight event log)
• Communication history with ISP (ticket numbers, emails)
• Technical evidence (DOCSight PDF + Breitbandmessung report)
• Your desired outcome (repair, compensation, contract termination)

Legal rights (Germany):

• Price reduction: §536 BGB (defect in rented service)
• Extraordinary termination: §314 BGB (persistent non-delivery)
• The Bundesnetzagentur can force the ISP to fix the issue or allow contract termination

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Step 4: Legal Action (Last Resort)

If Bundesnetzagentur complaint doesn't help:

Consumer Protection Organizations

Germany:

• Verbraucherzentrale: https://www.verbraucherzentrale.de/
• Offer legal advice and can represent you

Austria:

• Arbeiterkammer: https://www.arbeiterkammer.at/
• VKI: https://www.vki.at/

Switzerland:

• SKS: https://www.konsumentenschutz.ch/

UK:

• Citizens Advice: https://www.citizensadvice.org.uk/

USA:

• FCC Consumer Complaint Center: https://consumercomplaints.fcc.gov/

Small Claims Court

For persistent issues and documented evidence, you can file a claim for:

• Refund of paid fees during outages
• Compensation for business losses (if applicable)
• Contract termination without penalty

DOCSight's technical reports are accepted as evidence in court.

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Tips for Effective Complaints

✅ Be specific: Reference exact dates/times from DOCSight event log ✅ Stay professional: Factual tone, no emotions ✅ Include evidence: Always attach DOCSight PDF ✅ Set deadlines: "Please respond within 7 days" ✅ Document everything: Save all emails, ticket numbers, phone call notes ✅ Use official measurements: Breitbandmessung (DE) carries legal weight ✅ Know your rights: Reference contract terms and legal paragraphs

❌ Don't:

• Don't call multiple times (wastes your time)
• Don't accept "everything is fine" without evidence
• Don't agree to long waiting times without compensation
• Don't delete DOCSight data before the issue is resolved

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Need Help?

Community Support:

• GitHub Discussions: https://github.com/itsDNNS/docsight/discussions
• Discord: (if available)

Legal Advice:

• Consult a lawyer specializing in telecommunications law
• Consumer protection organizations offer free initial consultations

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Remember: Your ISP is contractually obligated to deliver the advertised speed. Persistent issues are grounds for price reduction or contract termination. DOCSight gives you the proof you need.