Deutsche GigaNetz GmbH  Reviews 

Unacceptable resolution timeframe for simple hardware repair!

​Good luck getting a timely response for basic physical repairs. We have been waiting on a simple 15-minute re-splice of the ONT terminal box on our wall.
​Despite contacting customer support 6 times, we have received zero concrete timeframes, no follow-up, and broken promises since our internet became unstable on October 16th. Upgrading the connection package went through smoothly, but the actual technical physical repair remains completely unserviced.
​Disappointing support handling from Deutsche GigaNetz—acceptable service resolution deadlines are not being respected.

Anyone looking for a reliable provider is unfortunately in the wrong place with Deutsche GigaNetz.

My contract was supposed to be activated on August 1st, 2026. Today, two weeks later, I still have no working internet connection. The main problem: Customer service is drowning in absolute chaos.

Due to internal errors, data from my old contract was mixed up with my new rental property. Hardware shipments were sent to my old address, while at my new address, despite the ONT being installed (PON light blinks continuously), nothing gets activated.

Every attempt to resolve the issue leads to an infinite loop of automated template emails. Formal deadlines set according to German telecom laws (§ 314 BGB / § 57 Abs. 4 TKG) are not even addressed content-wise – instead, tickets are simply closed and merged without any technical progress being made.

You are left completely on your own as a customer while DGN's systems aren't even capable of assigning a correct address. Anyone who relies on internet for home office or work should stay far away from this provider.

Next steps: Formal complaint with the Federal Network Agency (Bundesnetzagentur) and extraordinary cancellation.

Unfortunately, my experience with this company was very disappointing. In my opinion, promotions and career opportunities were not based on performance but on favoritism. Workloads were distributed unfairly, communication from management was inconsistent, and employees were treated differently depending on personal relationships. Many experienced colleagues left or were dismissed while concerns about leadership and workplace culture were ignored. Overall, I found the work environment stressful, demotivating, and lacking transparency.

I didn't end up becoming a Giganetz customer; after a three-week wait, nothing happened. The company is incompetent, with terrible customer service and misinformation. Compared to the UK, it rates a 1 out of 10. I do not recommend it!!!

Unfortunately, I’m not able to comment on the quality of the internet service itself, but when it comes to customer service, my experience has been very disappointing.

We are moving into a new house in May. Back in November, I contacted the company to ask about the possibility of installing fiber internet at the new address. I was told that it would be possible, but that I should report it early enough so that the necessary work could be carried out.

I followed up in January, but by then the website was already showing that internet was available at the address (based on their availability checker). I emailed them again, referencing my previous inquiry and asking how that was possible. I received a vague response saying that work was ongoing in many areas and that they could not provide further details.

I then asked once more whether I could still register my interest in having the building connected. I received no response, and my request was simply closed. I sent another inquiry - again no response, and it was closed as well.

My wife also called them, and the representative promised to call back on a specific day at 9:00. That call never happened.

Based on this experience, we are very unlikely to choose a provider that cannot respond to emails or follow up on calls - even before we become customers.

I had tons of issues sith Giganetz even before the supposed contract with them even started. Unsent documents, confirmation links not working, impossibility to connect to my account etc... a huge headache. So I cancelled after 5 emails and several calls to the hotline. Cancellation was confirmed with apologies for the trouble. OK cool.
6 months later, a representative rings my doorbell and aggressively asks me the reason for cancelling. Confused, I explained I went through all this with customer service and don't want to go through it again. This guys then tells me that I allowed giganetz to cancel my current contract with Vodafone (I retracted that) and low-key threatened me to use that to cut off my internet before reiterating his question as to why I cancelled. He was really aggressive. First time I was threatened by an internet provider. Giganetz can count on me to warn everyone in my family, friends and colleagues against them. I will never use them as a provider. I'd rather have no internet than use these yobs.

Deutsche Giganet's Customer Service in Hamburg does not deserve to include the title. Issues are resolved by waiting often months only to receive an E-Mail that issue is resolved and closed. When inquiring which issue they have resolved, they are at a loss to have a plausible answer. The most recent one was a call inquiring if I am ready to be connected (sharf schalten)? Strange question after such long overdue contract. Promise that Technik would call within days. No action within 3 weeks. When calling today, 24.09.25 Customer Service had no idea why this was promised as they have no idea if and when connection will take place. There does not seem to be a customer profile to include CS issue numbers and or calls and/or subject discussed.

Deutsche giganetz Öhringen. Doesn't pay the people that brings the fiber optic cable in the homes. Ik worked a couple months in Öhringen, Germany. I came from the Netherlands, but still no payments received to this day. I worked from December 2024 until April 2025. How can you not pay for the Fiber optic connection we made and profit every month from the subscriptions!

I'm really surprised when I was listen the Giga Netz packages by their team members. It's really so good by my previous network 🛜 services. So after meeting with Giga Netz team members I decided that I will move on Giga Netz as soon as possible because it's speed is very high and Price is too low other than my previous network 🛜.
And I also found that team members are very cooperative and they were their best try to make it easier for me.
Switching process is very easy for me because I have just decided that now I have moved on Giga Netz the team members done all paper work on the behalf of me. I highly recommend to move your network 🛜 to Giga Netz.

If there was zero star I will give it. By far the worst customer service. Don’t even think this is a business or service provider. I wouldn’t recommend even if that’s the only provider available

Since 26.09.2024 no internet, (today 16.10.2024)
It was finally fixed.

Every workday I have called… every call another reason why my internet is no longer working.
Today I was told that there is a system Fehler from Giganetz side and they have no idea when it will be fixed and asked for me to be patient. They told me today that I am at the highest priority which I was also told on 27.09.2024.

I have been laughed at by customer service . I have requested a supervisor from customer service contact me in writing and every time I have called and no one has yet to do so.

There is no one else you can talk to as you always get customer service and they will never let you talk to a supervisor. I can not cancel my contract as our landlord is stuck in a 2 year contact because of the fiber optics installation in our neighborhood.

Nothing works in the house without internet including my doorbell and I cannot do my work from home unless I can get it done through my phone. So I pay for Giganetz and the payment was made without a problem and I pay extra on my phone as I keep exceeding my data limits.

After every call I am requested to take a survey .. you can imagine how that goes.

Ps to address Giganetz questions below. I call your customer service more than 12 times:

27.09.2024 (told a technician will call me back) Never got that call)
30.09.2024 - told by the end of the day internet would be fixed
01.10.2024- told by the end of the day internet would be fixed
02.10.2024- told by the end of the day internet would be fixed
04.10.2024- they found the serial of my ont box was incorrect in your system 6-24 hour internet would be fixed
05.10.2024- Laughed at by customer service
07.10.2024- told by the end of the day internet would be fixed
08.10.2024 told by the end of the day internet would be fixed
09.10.2024- no idea when it will be fixed, please have patience.
11.10.2024 told by the end of the day internet would be fixed
14.10.2024 told by the end of the day internet would be fixed
16.10.2024 internet actually fixed. To this day no call from customer service or technician .

After moving into a new rental in OCT 2023, I was informed by my landlord that they ordered fiber to my unit, so I had the option to change from my provider to Deutsche GigaNetz. I watched the installers bend the fiber to bring it into the house (more than I would expect glass to be bent), 3 trips to try to figure out why the red alarm light was on, having DT swap out copper at the nearest town, changing fiber jumpers, and now the alarm light is finally off, but still no internet service and they want to charge me for a service they cannot provide. How can any firm start to charge a customer when there is no working service? They can go check their own reports and see that not one bit of data as moved in either direction. So far, one letter written by a German lawyer for me to send and ask to cancel the contract which was denied and now waiting for the lawyer to send something from their office to request to cancel my contract for failure to provide the agreed upon service.