o2 Receives Outstanding Verdict in Landline Hotline Test

In the current landline hotline test by connect, o2 received an 'outstanding' verdict with a score of 478 out of 500 points. This marks an improvement of two points compared to the previous year. The evaluation focuses solely on the telephone customer service for existing customers and does not pertain to technical network performance. The quality of responses has significantly improved, with o2 achieving 315 points in this category, an increase of three points compared to 2025.

Notably, o2's voice dialogue system achieved a perfect score of 15 points for the first time. The friendliness of the staff remains consistently high at 25 out of 25 points. However, o2 lost two points in accessibility, scoring 95 points. Out of the 50 test calls, only one went unanswered, highlighting the high accessibility. The average waiting time for callers was 2:17 minutes, which is nearly the same as last year's value of 2:15 minutes.

These figures demonstrate that o2 continues to provide efficient customer service. The test particularly highlighted the customer-oriented advice. For inquiries regarding Wi-Fi range, staff initially recommended simple solutions, such as repositioning the router. If this was insufficient, alternatives like a repeater or a powerline adapter were suggested. Among nationwide active providers, o2 ranks second.

Deutsche Telekom leads with 480 points, followed by 1&1 with 477 points and Vodafone with 468 points. The results of the best hotlines are closely grouped, indicating intense competition in the customer service sector. The evaluation by connect considers only telephone service and does not make statements about the speed of internet connections or the frequency of disruptions. Technical network performance is assessed separately.

Improvements in the quality of responses are a key element of the test results. o2 has made progress in the most heavily weighted category, underscoring the positive development in customer service. The test results were published on October 5, 2026.