Warum O2
Warenkorb
 Service
Gelöst

Mobile contract discrepancy and change

U
Rang
Hi,

I have visited a couple of O2 customer service centers and called the helpline to no avail.

I have an O2 Free M Flex contract and I would like to change it to O2 Free M.

I signed up for O2 Free M Flex because I wanted to have the flexibility to cancel my contract any month, but I have been satisfied with O2's service so far (minus the issue that I'm describing here), and therefore would like to switch to O2 Free M (which - according to my understanding - is the same package as O2 Free M Flex but has a longer contract period and a different price).

There are two problems that I'm facing while trying to do this via Mein O2:
  • For reasons unbeknownst to me, my O2 Free M Flex contract is shown to be renewing on 04.07.2019 (which makes the contract duration to be 1 year) and cancelable 30 days before that at the latest. Why? (I was told that O2 Free M Flex had a contract period of 1 month when I signed up for it).
  • I don't see O2 Free M in the available packages when I go to the tariff change section. Why?
Could you please, help me with this.

Thanks!


Edit by o2_Katja: Threads zusammengeführt
icon

Lösung von o2_Andrea 22 May 2019, 09:48

Zur Antwort springen

7 Antworten

U
Rang
Hi,

I have visited a couple of O2 customer service centers and called the helpline to no avail.

I have an O2 Free M Flex contract and I would like to change it to O2 Free M.

I signed up for O2 Free M Flex because I wanted to have the flexibility to cancel my contract any month, but I have been satisfied with O2's service so far (minus the issue that I'm describing here), and therefore would like to switch to O2 Free M (which - according to my understanding - is the same package as O2 Free M Flex but has a longer contract period and a different price).

There are two problems that I'm facing while trying to do this via Mein O2:
  • For reasons unbeknownst to me, my O2 Free M Flex contract is shown to be renewing on 04.07.2019 (which makes the contract duration to be 1 year) and cancelable 30 days before that at the latest. Why? (I was told that O2 Free M Flex had a contract period of 1 month when I signed up for it).
  • I don't see O2 Free M in the available packages when I go to the tariff change section. Why?
Could you please, help me with this.

Thanks!
U
Rang
Just for clarity, my contract started on 07.05.2018, so, the contract end/renew date of 07.04.2019 means that it is a yearly contract and not a monthly one as I was told when I signed up for O2 Free M Flex.
o2_Andrea
Benutzerebene 7
Dear @o2customer ,

first of all, welcome to our forum. Nice that you have found the way to us. :-)

Your contract is renewing every month. It actually runs from May 5th to June 4th, because you can cancel it 30 days before the latest, it will run a further month from June 5th to July 4th at the moment. So the next possible end is July 4th. Because you started on Junly 5th 2018 it looks like it has a duration of one year. But it has not.
It seems that it is not allowed for you to change from a o2 Free M Flex to a o2 Free M, because the price is lower and a change to a contract with a lower price is not allowed. I can offer you this:
I can offer you for the phone number xxx 244 the o2 Free L (2018/2019) - without Connectfunction - in the contract extension for 24 months with 30 GB data volume for a monthly price of 36,99 euro. There are no tariff change fees for you! Is that something for you?

In accordance with the Transparency Ordinance, I would like to draw your attention to our product information sheets, which you can download at www.o2.de/produktinformationsblatt. There you will find all product details listed again (without discounts).

Do you have any questions about using our community? Then take a look at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
U
Rang
Hi Andrea,

Thanks for the clarification.

I appreciate the offer for O2 Free L, but I've rarely gone over the 10 GB LTE quota of O2 Free M Flex, so, I think 30 GB would be excessive.
I understand that it is O2's policy to not let existing customers to switch to a lower priced tariff, but in my case I'm willing to commit for the long term to O2 by switching from a monthly contract to a 24 month contract.
Could you please, let me know if there's any possibility of switching over to O2 Free M without having to terminate my existing contract.

On a separate note, I'm unable to update my address (both contact and billing).
I get an error saying that the address is invalid.
I was told by an agent in an O2 customer service center that this can happen if the address is of a new building, and I should contact O2 support for updating it.
Could you please, help me with this.

Thanks!
o2_Andrea
Benutzerebene 7
Dear @User140520192052 ,

at the moment it is not possible to change from o2 Free M Flex to o2 Free M. There is no way, the change is not allowed.

I can change the address for you, if you'll tell it to me in a private message. I'll write to you from the o2_Support.

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
U
Rang
Hi Andrea,

It's unfortunate that O2 doesn't allow free movement between all tariffs.

I've PM'ed you my new address.

Thanks!
o2_Andrea
Benutzerebene 7
Dear @User140520192052 ,

the have changed the addresses for you now.

Kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica