Cancel Atlas

The Cancellation Friction Index

Documented-Policy tier only. This score rates how clearly 1&1's public cancellation page is published (cited, dated), opinion grounded in disclosed facts, not a finding about the real cancel experience, and not legal advice. The behavioural Verified-Flow grade is pending.

61/ 100 · C

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.

Last reviewed 2026-06-05 · Documented-Policy tier · grade C

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

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.

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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).

See 1&1 in the full index -> · How we score · Open data