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I bought an extra Data Pack M and it's not working.

  • January 8, 2018
  • 7 Antworten
  • 366 Aufrufe
fheuer
Besucher:in
Hi,

I've used all data from my Smart 300 Plan, and then it offered me to buy extra internet. From the app I chose the Data Pack M on december 29th and it was debited from my actual balance, but it never worked. It's still connecting on very low speed from the Smart Plan, and it used 0mb from the extra pack. How can I manage it to work?
Also, on Jan 13th my plan should restart the data counter, so will I lose this extra pack?

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7 Antworten

o2_Jessica
  • o2_JessicaTeam
  • Team
  • February 7, 2018
Hello @fheuer‌,

what I did right now is: I deactivated the old Data Pack M (which was waiting to get activated again).

And I activated it new for free right now, 'cause you paid for it and it didn't work. Now you can check if it is working or not ☺️

Please give us feedback after you tried!

Kind regards,

Jessica

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
fheuer
Besucher:in
  • fheuer
  • Autor
  • Besucher:in
  • February 9, 2018
Hi Jessica, thanks for that!

Question: I have a active Smart 300 which still has some data remaining. To use this Data Pack M do I need to deactivate the Smart one? They work in parallel?

Until now I have only  used data from Smart 300, none from Data Pack M.

Thanks

o2_Jessica
  • o2_JessicaTeam
  • Team
  • February 16, 2018
Hi fheuer,

the Smart 300 works as the main tariff, and the Data Pack M is like a Surf Upgrade.

You do not need to deactivate the Smart 300 to use the Data Pack. You'll use the Data Pack automatically after the data volume of the Smart 300 is used up.

Kind regards,

Jessica ☺️

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
fheuer
Besucher:in
  • fheuer
  • Autor
  • Besucher:in
  • February 21, 2018
Hello @o2_Jessica

So, about 3 days ago the I used all the data from Smart 300 and I'm still running on slow speed internet on it. Seems that the system doesn't changed to my extra Data Pack M data.

o2_Jessica
  • o2_JessicaTeam
  • Team
  • March 22, 2018
Hi fheuer,

I haven't been working for quite a long time now.

Did you already have any contact to another customer support channel to fix that problem?

Or is it still the same?

Kind regards,

Jessica ☺️

Do you need help in English? For english support visit our english community (https://g.o2.de/englishcommunity) and our english FAQ section (https://g.o2.de/faqsection)!
fheuer
Besucher:in
  • fheuer
  • Autor
  • Besucher:in
  • March 22, 2018
Hi Jessica,

no, I haven't questioned anyone else since this is the only channel that supports english (or non german speakers).

Still not working that and also I got charged on March 7th for a new Data Package M, even with the previous full. It never worked!

Regards,

Felipe

o2_Ubbine
  • o2_UbbineTeam
  • Team
  • April 30, 2018
Dear fheuer,

I am sorry for your trouble and the belated response.

I reactivated your Data Pack M for free, since the extension didn´t work. Additionally, I reversed the initial payment, because we were able to retrace and verify your issue. You will now have the Data Pack M for one month (30.04.2018-27.05.2018).
If you have any further questions, feel free to ask. ☺️

Regards,
Ubbine

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