Hallo können Sie bitte antworten? Danke schön.

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Hallo @novaresfita ,



@o2_Jessica hat deinen Fall schon erblickt und wird dir in Kürze ausführlich antworten.



Beste Grüße



Markus

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Hallo Herr @<g class="gr_ gr_67 gr-alert gr_gramm gr_run_anim Style multiReplace" id="67" data-gr-id="67">o2_Markus</g>‌ ,

Vielen dank, Ich hoffe meine Probleme können gelöst werden.



Beste grüße,

Nova

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Hallo Frau @<g class="gr_ gr_61 gr-alert gr_gramm gr_run_anim Style multiReplace" id="61" data-gr-id="61">o2_Jessica</g>‌ ,

Additionally, I will also leave Germany at the end of May 2017 because I have finished my study. 

Therefore, I already sent the "Kuendigung Vertrag" since January 2017.

I really hope you can help me solved the problems as soon as possible.



Danke schoen,



Beste grüße,

Nova

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Hello novaresfita,



your cancellation is already approved.



Your contract will be deactivated at the 04th of November.



If you want to proceed an extraordinary dismissal because of moving abroad you have to fill out the attached form, and send it back to the company with all the mentioned documents.



We can not deactivate the roaming packs, because there always has to be one active. If there is not (which is not possible) the phone wouldn't know how to "react" abroad.



But there is also the option to book the EU Roaming Flat for your tariff. With that one you can use 1 GB of your data volume in the EU countries and also do telephone calls within the country for free, and also to Germany. That would cost 5 € more.



Is that an option for you?



The Travel Day Pack gets booked automatically when the phone, or an option of the phone, gets an internet connection.



You're sure that you didn't use the data volume?



If yes we can check that for you.



Kind regards,



Jessica

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Hello Frau o2_Jessica‌ ,



Thank you very much for the reply,



In your reply, there is no attached form. Can you please send it to me? either through here or my email?

And also, how long does it take to proceed everything? When is the best time to send the form and those documents if I want to leave at the end of May 2017?



Regarding the roaming packs, I think I can understand the system. But about the Travel Day Pack, it is really not fair when it is automatically being booked when phone get an internet connection. I am so sure that I didn't use the data volume during my stay in Belgium for 4 weeks. This is not the first time happened, so I anticipated to not activate the "data roaming" or even "mobile data". But in fact, it seems like the travel day pack is still being activated. If staying for couple days outside Germany only, it wouldn't a problem for me, but I normally stay for 1 month, and in the end, I need to pay much higher than my original monthly payment meanwhile I also don't use O2 service such as calls and the packet data 2 GB included in my monthly tariff.

Is there any way to turn off the travel day pack? so then, I must pay only when I need mobile data, not the everyday.

The option you give will give an extra cost to my monthly payment, besides I still need to pay for the travel day pack, right?

I currently have problem with my financial status, that is why I am scared enough if I can't pay the monthly contract, especially when the condition is like this. Hence, I really appreciate if you can give the best options to me.



I am really looking forward to your further response,

Thank you very much,



best regards,

Nova Resfita

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In addition, during my stay in Belgium, the phone got an internet connection from WIFI only.

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Ups, sorry, forgot to attach it! Now you get it with this message



Just prepare everything and send it to the company as soon as you can. Only the deregistration paper you need to hand in later, because from the city where you live you can only get it 1 week before you leave or something like that.



Everything else you can already hand in.



We can not delete the travel day pack, because it's the option that has to be active as I said.



But we can disable the mobile data usage in another country. Like that the sim card will not be able to get a mobile data connection. Only Wifi would be possible then. Should we do that for you?



I just checked the Travel Day Packs for you, and I will give you a credit for 15 times of the last invoice, and 13 times of the invoice before that (28 x 1,99€ = 55,72€). You will find that credit balance on your next invoice.



The problem here is (which was a problem of the last months) that o2 had some kind of "ghost roaming". Which means- when you're in the LTE (4G) network with your phone, and you make a call or get a call, the phone uses the internet connection to make the call (in 4G it's only about internet). Even though the mobile data usage is turned off the phone gets a connection to the internet to make it. And in those seconds, even though you don't use the internet active, the Travel Day Pack gets activated automatically. Normally that should have been solved. I gave the issure to our senior agents to care for that.



Kind regards,



Jessica

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Dear Frau o2_Jessica‌ ,



Thank you so much for the quick response.



Yes, I can now download the Cancellation file and I will send the available documents as soon as possible. Should the address be the one in Hamburg or in Munich? I sent my cancellation letter to Hamburg but I got the reply letter from Munich. It confused me somehow.



Regarding the Travel Day Pack and mobile data usage, YES, can you please do it for my sim card, today? Hence, the mobile data can only be used when I'm in Germany, right? Thank you for the excellent suggestion.



Oh, thank you so much. It would be so much helpful for me to pay the monthly invoice. Now, I understand it. Hopefully, this case (ghost roaming) can be solved quickly, so then other O2 customers will not face the same problem as mine. Thank you very much for the clear explanation.



I am waiting for the further response.

Have a great day,



Best regards,



Nova Resfita

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Hi novaresfita,



it is the address mentioned in the letter! In Nürnberg.



Now I deactivated the mobile data (roaming) for other countries! Like this now it is only available in Germany.



You're always welcome!



And yes, actually that problem should already be solved. Hope that everything will be fine in future.



Have a great day as well!



Best wishes,



Jessica

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