Telecom & ISP · DE
How hard is it to cancel 1&1?
1&1 scores 61/100 (grade C) for how clearly it documents cancellation in the DE — a partially documented cancellation policy with notable gaps. Cancellation is available via online (self-serve), phone, postal mail, email.
Customers can cancel via the 1&1 Control-Center online, by email ([email protected]), by post, or by phone. The standard notice period is 3 months for DSL/broadband contracts; mobile contracts follow a 1-month notice period per the TKG reform of December 2021. Minimum contract term is typically 24 months, after which contracts auto-renew monthly. Although Germany's §312k BGB (Kündigungsbutton law) since July 2022 mandates a one-click online cancellation without requiring a login, 1&1 was ruled non-compliant by OLG Koblenz in September 2024 for routing users through a login-gated 'Kündigungsassistent' instead of a login-free cancellation button. Refund and proration terms are not clearly disclosed in the help documentation.
How to cancel 1&1
- Channels: online (self-serve), phone, postal mail, email
- Official cancellation page: https://hilfe-center.1und1.de/vertrag-kuendigen
- Pause/freeze: not offered. No standard pause/freeze product. Contract suspension is not a documented self-service option; customers must negotiate individually with customer service.
- Account/data deletion: Customers can request deletion of personal data under Art. 17 DSGVO by contacting [email protected] or by mail. Data is blocked 3 months after contract end; final deletion follows after statutory retention periods (6–10 years for billing/tax records). No self-service deletion portal. https://www.1und1.de/Datenschutz
Evidence
- {'title': 'Kündigung 1&1 Vertrag – Hilfe-Center (accessed 2026-06-05)', 'url': 'https://hilfe-center.1und1.de/vertrag-kuendigen'}
- {'title': 'OLG Koblenz: Kündigungshindernisse der 1&1 Telecom GmbH verstoßen gegen § 312k BGB – teltarif.de (accessed 2026-06-05)', 'url': 'https://www.teltarif.de/1und1-kuendigungsbutton-urteil/news/96723.html'}
- Last reviewed 2026-06-05 · scope: documented public policy.
Scope & fairness
This is the Documented-Policy tier: it measures how clearly the cancellation policy is published (cited, dated facts), not the behavioural experience of cancelling (Verified-Flow audit pending). Every company is scored on the same five dimensions with the same published weights — scores cannot be bought or removed. It is opinion grounded in disclosed facts, and not legal advice.
Is this wrong? Companies can request a correction ->
Cite this. Cancel Atlas (2026). “1&1 — Cancellation Friction Index (DE).” CES-1.1. https://www.cancelatlas.com/c/1und1-de (CC BY-SA 4.0).