I have taken my prepaid and that money is deducted for every call and sms. As per plan, all calls / minutes and sms
should be free?
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Hi!
The plan is marked as active? You can check it in (eg) Mein o2, Mein o2 app.
https://www.o2online.de/ecare-prepaid/tarifdetails
Calls / SMS to special service numbers are not included in the plan.
Calls /SMS from Germany to foreign destinations are not inluded in the plan.
Check the following pages too:
a) Your detailed billin: https://www.o2online.de/ecare-prepaid/evn-uebersicht
b) Yout top-ups and payings for the packs: https://www.o2online.de/ecare-prepaid/auf-ab-buchungen
The plan is marked as active? You can check it in (eg) Mein o2, Mein o2 app.
https://www.o2online.de/ecare-prepaid/tarifdetails
Calls / SMS to special service numbers are not included in the plan.
Calls /SMS from Germany to foreign destinations are not inluded in the plan.
Check the following pages too:
a) Your detailed billin: https://www.o2online.de/ecare-prepaid/evn-uebersicht
b) Yout top-ups and payings for the packs: https://www.o2online.de/ecare-prepaid/auf-ab-buchungen
Hi,
My plan is active. I topped up the amount today
, Extra balance amount was there and I was expecting to top up after 1 month. However, I notice that for every call or sms I make, the amount is deducted. So "O2 my Prepaid S" plan wants charge for every call I make? What does "Allnet-Flat for Min./SMS" means. Does it mean, calls and sms to all networks is FREE?
My plan is active. I topped up the amount today
, Extra balance amount was there and I was expecting to top up after 1 month. However, I notice that for every call or sms I make, the amount is deducted. So "O2 my Prepaid S" plan wants charge for every call I make? What does "Allnet-Flat for Min./SMS" means. Does it mean, calls and sms to all networks is FREE?
Notice: The running time of o2 my Prepaid S is 28 days.
Are you sure, that you have booked the o2 my Prepaid S and NOT the o2 my DATA Pack S?
Please check
Can you give an example?
Are you sure, that you have booked the o2 my Prepaid S and NOT the o2 my DATA Pack S?
Please check
a) Your detailed billin: https://www.o2online.de/ecare-prepaid/evn-uebersicht
Can you give an example?
Yes. I am aware of 28 days period. I have checked all details. Screenshot of plan is attached. Question is simple. What does ALL NET FLAT imply? Are ALL local calls to German network Free?
Yes, all calls (or SMS) to Germany networks (mobile or landline) are free except calls to service numbers, like 01804 / 05 52 82
Thanks. This was also my understanding but not sure why amount is deducted even when calling
on normal numbers. Hopefully O2 service support can answer.
on normal numbers. Hopefully O2 service support can answer.
Hi @PTSAT ,
thanks for your message.
I checked now everything for you.
As you did not have enough credit on your card, the option "o2 my Prepaid S" could only be booked on 10th March 2019 after you loaded enough money.
From that day onward all connections (telephone and SMS) are for free within Germany.
I hope I could help you with this information.
Loving greetings,
Tobias
thanks for your message.
I checked now everything for you.
As you did not have enough credit on your card, the option "o2 my Prepaid S" could only be booked on 10th March 2019 after you loaded enough money.
From that day onward all connections (telephone and SMS) are for free within Germany.
I hope I could help you with this information.
Loving greetings,
Tobias
Dear Tobias,
Unfortunately the status provided by you does not assure me completely because of following:
1. After reloading credit, "o2 my prepaid S" plan was active 03/10/2019 12:44 hr. However on same day i.e. 03/10/2019 at 17:11 hr I am charged € 0.09 for phone call.
2. January month - Recharged on 11/01/2019 and plan active as on 14:34 Hrs. But I am charged €0.29 for sms to 1517xxxx on 14/01/2019 07:17hrs
3. February month - Plan active as on 08/02/2019 00:16 hrs. I am charged €0.29 for sms to 15128xxxx on 15/02/2019 06:47 hr. Similarly on 27/02/2019 there are many such deductions.
In short, inspite of Plan being active, balance is getting deducted. So I am confused how to trust the plan details.
Best Regards,
Unfortunately the status provided by you does not assure me completely because of following:
1. After reloading credit, "o2 my prepaid S" plan was active 03/10/2019 12:44 hr. However on same day i.e. 03/10/2019 at 17:11 hr I am charged € 0.09 for phone call.
2. January month - Recharged on 11/01/2019 and plan active as on 14:34 Hrs. But I am charged €0.29 for sms to 1517xxxx on 14/01/2019 07:17hrs
3. February month - Plan active as on 08/02/2019 00:16 hrs. I am charged €0.29 for sms to 15128xxxx on 15/02/2019 06:47 hr. Similarly on 27/02/2019 there are many such deductions.
In short, inspite of Plan being active, balance is getting deducted. So I am confused how to trust the plan details.
Best Regards,
Hi @PTSAT ,
I totally understand your worries. Therefore, I checked everything.
On 10th March 2019 at 12:44 h the option "o2 my Prepaid S" was booked. Unfortunately, you still got the connection at 17:11 h at the same day charged with 0,09 €. Therefore, I gave you now a credit of 0,09 €.
In February, your option "o2 My Prepaid S" was activated on 8th February 2019 at 00:16 h. Unfortunately, our system did not notice your connection on 15th February 2019 at 6:47 h as a mobile phone number. Therefore, you were charged with 0,29 €. Therefore, I now gave you a credit of 0,29 €.
In January, your option "o2 My Prepaid S" was activated on 11th January 2019 at 14:34 h. Also, this connection was not recognized as a mobile phone number on 14th January 2019 at 7:17 h. Therefore, I gave you another credit of 0,29 €.
Please check your number again. In January and February it was the connection to the same number that was charged. Please make sure that the number begins with "0".
I hope that you are fine with this solution.
Loving greetings,
Tobias
I totally understand your worries. Therefore, I checked everything.
On 10th March 2019 at 12:44 h the option "o2 my Prepaid S" was booked. Unfortunately, you still got the connection at 17:11 h at the same day charged with 0,09 €. Therefore, I gave you now a credit of 0,09 €.
In February, your option "o2 My Prepaid S" was activated on 8th February 2019 at 00:16 h. Unfortunately, our system did not notice your connection on 15th February 2019 at 6:47 h as a mobile phone number. Therefore, you were charged with 0,29 €. Therefore, I now gave you a credit of 0,29 €.
In January, your option "o2 My Prepaid S" was activated on 11th January 2019 at 14:34 h. Also, this connection was not recognized as a mobile phone number on 14th January 2019 at 7:17 h. Therefore, I gave you another credit of 0,29 €.
Please check your number again. In January and February it was the connection to the same number that was charged. Please make sure that the number begins with "0".
I hope that you are fine with this solution.
Loving greetings,
Tobias
Dear Tobias,
Thanks for detailed explanation and support in identifying the issue.
Firstly I will like to confirm to your question. All calls in January and February were
to local numbers in Germany and beginning with "0". I appreciate that you have credited back the amount which I mentioned in my previous message. As I mentioned previously on 27/02/2019 there are 6 deductions of € 0.09 each (Total= €0.54) for call to 01793xxxx. It will appreciated if you can check and credit the amount. Besides above, in March 04/03/2019 €0.18 charged (01793xxxx). There are several deductions on 08/03/2019 but I can understand it is due to insufficient amount available for renewal of plan.
Last and important point. You have highlighted several instances wherein your system failed to recognise the plan resulting in wrong deductions from my balance. How do you plan to fix this issue. Tracking report is difficult and hence requires assurance from your end that issue is not repeated.
Best Regards,
Thanks for detailed explanation and support in identifying the issue.
Firstly I will like to confirm to your question. All calls in January and February were
to local numbers in Germany and beginning with "0". I appreciate that you have credited back the amount which I mentioned in my previous message. As I mentioned previously on 27/02/2019 there are 6 deductions of € 0.09 each (Total= €0.54) for call to 01793xxxx. It will appreciated if you can check and credit the amount. Besides above, in March 04/03/2019 €0.18 charged (01793xxxx). There are several deductions on 08/03/2019 but I can understand it is due to insufficient amount available for renewal of plan.
Last and important point. You have highlighted several instances wherein your system failed to recognise the plan resulting in wrong deductions from my balance. How do you plan to fix this issue. Tracking report is difficult and hence requires assurance from your end that issue is not repeated.
Best Regards,
Hi @PTSAT ,
thanks for your reply. Sorry for the delay.
The connections that you mentioned from 27th February and 4th March is your mailbox. According to our pricelist on page 22 (https://static2.o9.de/resource/blob/71422/4a9807542c3dc0142bb3bc6e4217490c/preisliste-prepaid-download-data.pdf) requests to your mailbox are charged in the tariff "o2 loop" with 0,09 € per minute. The charges are therefore correct.
The connections on 8th March were charged as the option "o2 my Prepaid S" was not prolonged.
Of course, I understand that you expect our charging system to work correctly. In most cases it does just that.
If you have any questions concerning the charge of a certain amount, please feel free to contact our English community.
Loving greetings,
Tobias
thanks for your reply. Sorry for the delay.
The connections that you mentioned from 27th February and 4th March is your mailbox. According to our pricelist on page 22 (https://static2.o9.de/resource/blob/71422/4a9807542c3dc0142bb3bc6e4217490c/preisliste-prepaid-download-data.pdf) requests to your mailbox are charged in the tariff "o2 loop" with 0,09 € per minute. The charges are therefore correct.
The connections on 8th March were charged as the option "o2 my Prepaid S" was not prolonged.
Of course, I understand that you expect our charging system to work correctly. In most cases it does just that.
If you have any questions concerning the charge of a certain amount, please feel free to contact our English community.
Loving greetings,
Tobias
Hi @PTSAT ,
I hope you understand now the connections that we charged.
If you still have any questions, please do not hesitate to contact us here in our English community.
Loving greetings,
Tobias
I hope you understand now the connections that we charged.
If you still have any questions, please do not hesitate to contact us here in our English community.
Loving greetings,
Tobias
Liebe Tobias,
Got your point on mailbox but just trying to understand if it is for accessing voice mailbox or O2 charges for sms sent (mailbox related). I don't access mailbox and hence don't want unnecessary deductions in future. In any case I would like to disable this (mailbox) service. How do I do it?
Rest all details you have clarified very well and thanks for your help.
Danke und beste Gruße
Pankaj
Got your point on mailbox but just trying to understand if it is for accessing voice mailbox or O2 charges for sms sent (mailbox related). I don't access mailbox and hence don't want unnecessary deductions in future. In any case I would like to disable this (mailbox) service. How do I do it?
Rest all details you have clarified very well and thanks for your help.
Danke und beste Gruße
Pankaj
Your call to the mailbox is charged and is not covered by your flat.
Hi @PTSAT ,
thanks for your reply.
I deactivated now all automatic connections to your mailbox.
I hope that in the future you will not be charged anymore for connections to your mailbox.
Loving greetings,
Tobias
thanks for your reply.
I deactivated now all automatic connections to your mailbox.
I hope that in the future you will not be charged anymore for connections to your mailbox.
Loving greetings,
Tobias
Hi Tobias,
Thanks for your patience and help in resolving issues. All queries are not sorted out.
Many thanks and have a great day !!!
Beste Gruße
Pankaj
Thanks for your patience and help in resolving issues. All queries are not sorted out.
Many thanks and have a great day !!!
Beste Gruße
Pankaj
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