Hi @Alemania,



I have sent you a direct message from our o2support account.



Best regards,

Jan.

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Hi, Jan.

I have answered your direct message.

Thanks,

Paula

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Hi @Alemania,



thanks for your reply, I will look further into it, I have to contact some colleagues regarding this matter tomorrow and let you know as soon as I have any results, hopefully by tomorrow as well.



Best regards,

Jan.

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Hi @Alemania,



thank you for your patience!

I have looked further into the matter and have spoken to some colleagues to find out what was going on:



The thing is that you used your landline number for the calls to other countries, those are not included in the dsl contract because that is a regular dsl contract with the matching terms and conditions.

This is why they showed up on your bill as "Verbindungen & Services", you can check those calls on the "Einzelverbindungsnachweis" (the extra itimised bill underneath your regular bill in Mein o2).



The (international) flat rate for phone calls and text messages is a feature of your mobile connection and additionally to Germany valid for selected countries:

From Germany to: Belgium, Denmark, Finland, France, French Guyana, Greece, Great Britain, Ireland, Italy, Luxemburg, Netherlands, Austria, Poland, Portugal, Sweden, Spain, Czech Republic and Hungary.

This flat rate does not apply to service numbers like 0800+ etc.



So if you make calls to any of those countries make sure you use your mobile phone to have them included in the flat rate.



Best regards,

Jan.

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Thank you for your answer, Jan.

So if I got it right I have a flat rate to call EU countries from my mobile (also when I'm away, like in Italy or Spain?), but not from my landline? That's not what I was told in the shop when I signed the contract.

Besides, in your webpage it says:

Gespräche

0,00 € (Allnet-Flat): Kostenlos telefonieren in alle deutschen Netze und Mobilfunknetze sowie in alle Netze im EU-Ausland.

But doesn't specify it's only from the mobile, not from the landline.

That's the reason why we chose this offer, as we're from Spain and Italy and we need to call these countries often. Otherwise, we'd not be interested in having a landline.

Can anything be done about it?

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Hello @Alemania,



the reason for this is that the o2 my All in One basically consists of two contracts, the mobile one and the DSL/landline one.

And our webpage describes both of them with different conditions: the mobile contract with both the Allnet-Flat for Germany and selected European countries, and the DSL one with a 50MBit DSL connection and the Allnet-Flat within Germany.

So it's basically an o2 my Home M added to an o2 Free Unlimited.



While I can understand your disappointment there is nothing I can do about it right now, since the contract is too new yet to change it.

I will forward your concerns, though, to ensure that the way the features of the contract are displayed on our website is examined and maybe altered.



Make sure to use the mobile phone for calls to the countries mentioned above to avoid further fees.



Best regards,

Jan.

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Hello, Jan.

Yes, I think you should modify the webpage and also inform the people in your shops, as I was told I had flat rate both in landline and mobile.

Thanks a lot for your help.

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