O2 internet move to new apartment

Dear Matze

Thank you very much for the prompt response

There is very little question of misunderstanding. The only reason I called O2 previously was to discuss the issue of 49.99 euros and she had absolutely and unambiguously said that I will not be charged. I had profusely thanked her for this “christmas gift” and she had laughed and said “It is my pleasure”. We had also discussed the fact that I would like to switch to a prepaid phone service on my handy and she had said that “since you are not extending your contract, you can do it before the end of April”. It is hard for me to imagine that this conversation did not happen.

It is rather unforunate and annoying that O2 does not keep track of its promises if not by recording the conversations then at least by noting these promises in its database. Its basically my word against O2’s.

Is there anyway I can take this issue up with a supervisor or someone who can really give a more convincing answer to this.

best wishes for a good health,

Abhishek

Dear @o2_Matze 

Thank you for the response.

I am deeply disappointed by the answer but I also realise that as an aggreived customer, I can do nothing but accept it. O2 is a big company!

I called O2 five days ago. They said I can terminate my post-paid handy contract, which expires in April. I can then buy a pre-paid contract from O2 and also keep the same number if I buy the pre-paid contract within three months. Is this correct or am I misunderstanding again?

Am I allowed to record my conversations with O2 customer service? It appears that I am getting widely different answers on the phone, at the O2 shop (when it was open) and here.

best regards,

A

Dear @o2_Matze 

This is super confusing. The O2 shop looked at my contract and specifically told me that I can keep my number while still converting to pre-paid. This is also what the representative told me over the phone after looking at my contract. I do not not who to believe. I really expected better information from O2. Hugely disappointing. Please also see the link below on O2 forum where someone was also told that they can change from postpaid to prepaid while still retaining there old number. This was answered by @o2_Nicolas 

Perhaps he can join the discussion and clarify. I would really like to sort this out soon as my contract runs out end of April.

best

a

Sorry wrong link

@o2_Matze So the information posted in the link by @o2_Nicolas  is wrong? Please when you respond do not repeat what you have already said about it not being possible. Do answer why the link says it is possible (confusion, wrong response from Nicolas or that O2 has changed policy?)

O2 service is just plain awful, isn’t it. First, I am promised by the customer care that they will waive my “moving fee” but then O2 declines without citing any reason. It does not keep a record of the conversation so there is no way for me to prove/disprove it. Then three different O2 service representatives including the link posted tell me that O2 ports post-paid numbers to pre-paid but you say its not possible.

It is really very hard for me to know which of your informations is correct. Perhaps 2 days from now another representative will claim that it is indeed possible. Who knows!

I hope you do realize how bad your customer representative service is.

It is definitely time for me look for alternative service provider for my handy and internet.