O2 Telefónica sets a new standard for mobile customers: From February 4, 2026, new and existing customers can take advantage of the satisfaction guarantee and test the mobile network risk-free for 30 days. The motto “Good network or money back” allows customers to cancel their contract and receive a refund if the network quality does not meet their expectations. With this measure, O2 is responding to the increasing importance of network stability for consumers and is offering a money-back guarantee for the first month of the contract for the first time.
- 30-day satisfaction guarantee for all mobile tariffs
- Reimbursement of the basic fee and connection price in the event of dissatisfaction
- 29,000 mobile network locations and 5G coverage of around 99% of the population
- Expansion and optimization of network capacities, dead spots and coverage along heavily used traffic routes
Satisfaction guarantee: how “Good network or money back” works
With the new O2 satisfaction guarantee, customers can test mobile communications in everyday life from the start of their contract. The guarantee applies to all 24-month tariffs and flex tariffs and can be booked via O2 stores, the website or the hotline. If it turns out within the first 30 days that the network does not meet your requirements, the contract can be easily canceled online – without giving reasons. The basic fee and connection price will be refunded in full.
The background to this initiative is the growing importance of network quality: according to an O2 survey, this is the decisive criterion for over half of respondents (55%) when choosing a mobile tariff – significantly more important than a new smartphone. The satisfaction guarantee allows customers to assess the network quality realistically and gives them confidence in the O2 network. Andreas Laukenmann, O2’s Board Member for Private Customers, emphasizes: “We have a strong network that has proven itself – also in independent nationwide tests. With the satisfaction guarantee, customers can see for themselves.”
Expansion and quality of the O2 network
O2 Telefónica now operates around 29,000 mobile network sites and covers almost the entire population with 5G. In 2025, 8,000 expansion measures were implemented, including 600 new sites. Coverage along railroad lines and in conurbations was significantly improved, dead spots reduced and network capacity increased. Around 3,000 additional sites are to be created by the end of 2027, while the 5G network is being densified at the same time.
These continuous investments have led O2 to second place in independent network tests, such as the connect network test. The company thus has a solid basis for building customer trust with its satisfaction guarantee and strengthening its competitive position at the same time.
Further measures for customer satisfaction
The satisfaction guarantee complements a series of other customer-friendly initiatives at O2. As early as 2024, a model was introduced with “Pay Stop”, in which end devices are paid off at the end of the agreed term. Millions of existing customers also received the “Grow-Vorteil” data gift, which increases their mobile data volume each year. The free installation service for landline customers also demonstrates O2’s efforts to optimize the overall customer experience.
Conclusion
With the O2 Satisfaction Guarantee and the promise “Good network or money back”, O2 Telefónica is sending a clear signal of confidence in its own network quality. Customers can test the mobile network risk-free and receive a refund if they are dissatisfied. The continuous investments in network locations, capacity and 5G coverage ensure that the guarantee is based on a solid foundation. The promotion starts on February 4, 2026 and applies to all relevant mobile tariffs via O2 stores, online or hotline.
Source: O2
