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Upgrade DSL tariff/ Can't create Mein O2 account (don't know landline no)

S
Rang
Benutzerebene 1

I would like to upgrade my DSL tariff (currently S) to M, can someone help me with this? I tried calling customer service and send a Whatsapp message but couldn’t reach anyone.

Separately, I cannot register for Mein O2, because they ask me for my landline number which I don’t know. I do not have any documents that show this number -- my bills that go to my email account do not show it, and I never received a contract that showed this number. Please help me fix this, thank you!

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Lösung von o2_Andrea 15 March 2021, 14:58

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23 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl what Router you use? In an o2 Homebox or actually Fritzbox you found your landline number.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

I use an o2 Homebox! But I don’t see a landline number on there… only Materialnr, PN… WLAN-SSID...

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl You must login in the router menu (http://o2.box) and look at Telefonie for your landline number.

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl By the way. Did you have your personal 4 digit secret number? If not, you must order this to your postal address.

Did you make the contract at a shop? Normally why ask you for a 4 digit number.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

Dear Joe Doe, you are brilliant, I indeed found my landline under the router menu as you suggested. But now as you anticipated, I have a problem with my 4 digit secret number because I don’t know it. I just ordered it to my postal address… so now I will wait for that.

No I didn’t make the contract at a shop but ordered directly online.

Thank you again!!!!

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl By the way you can upgrade your tariff here in the community over an o2 moderator. I strongly recommend this for you because of the language barrier. But the o2 moderator need you landline number and the 4 digit secret number. (Exchange over private Message)

Write in your thread if you want this here or over the hotline (Here lucky between 10am up 3pm with an English speaking operator)
Best regards 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

Yes thank you I would love to upgrade here in the community -- I welcome an o2 moderator to reach out to me. Do I have the option of signing a new tariff for a discount or would it just upgrade directly to the new monthly price?

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl Did you have a 24 month contract or monthly flex tariff? How long did you have your old contract? I ask, because if the contract is too young no discount is possible.

And one important question. Have you checked your address if more speed is possible?

https://www.o2online.de/e-shop/internet-festnetz
 

Please pay attention to transmission technology. What speed is possible? 
P.s.: Waiting time for an o2 moderator 5-7 days. Thank you Corona. :mask:

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

I had a 24 month contract that started in Dec 2018.

Yes, I checked that at my address it’s fine: “An deiner Anschlussadresse sind technisch bis zu 250 MBit/s möglich.”

Thank you so much and I wish you a wonderful sunny weekend :)

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl and before an o2 moderator ask you. I think o2 TV (German TV) start with 4,99 Euro monthly you don’t need. :wink:
 

But over one year Free Netflix Basis Abo they can talk with you. :grin:

(Use google translate)

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Andrea
Benutzerebene 7

Dear @Scientist_girl ,

 

welcome in our community. :sunny:

To help you, I need your landline phonenumber and your four-digit personal customer key, to legitimate you. I'll write to you from the o2_VVL.

 

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
S
Rang
Benutzerebene 1

Thanks @o2_Andrea , I responded through the VVL with my data.

More generally (to @Joe Doe and everyone): I think I made a mistake -- I tried to upgrade my DSL internet to the Home M plan but I think I ordered something different: The “O₂ Mobilfunkvertrag” which is also called O2 my Home M but uses a different router and a SIM card. I don’t think I want that one, I want the DSL option… so I should cancel this Mobilfunkvertrag, right? :face_palm_tone1:

I should have just waited to work with an O2 rep like @o2_Andrea :( 

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl when exactly (date) did you place the order?  You absolutely have to make a declaration of cancellation (Widerruf) for the new contract and router.  You must have received an email with the declaration of cancellation when you placed your order.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

@Joe Doe I ordered it on 2/26. Yes, I see the form for cancellation “Widerrufsbelehrung” -- I will fill it out now and email it back to them! Thank you for confirming that this makes sense. 

And them I should mail back the new router to them, right? 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl Ok. You are in the 14 days range where a Widerruf is possible. :thumbsup: After you send the email and must get a conformation email. If I am you, I will send the Widerruf by post (Einschreiben Einwurf) or Fax (Confirmation of sending) too. 
You must send the o2 Homespot router back too. Don’t loose the receipt if you bring the router parcel the post. 
 

And yes. Change tariff/contract dsl only over hotline or here over an o2 moderator. No online change possible for dsl, only for mobile contracts.😕

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

Thank you so much @Joe Doe !!! You are a wonderful help in this confusing world of Internet plans :hugging:

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Scientist_girl No problem.

@ukguy I like your English tutorials/translation for the community. 😀👍

An example, that o2 should minimum have English/German in the order/tariff change system, so that there is no misunderstanding in the order process. 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang
Benutzerebene 1

@Joe Doe yes! And also I don’t understand why two different plans have the same name “o2 my Home M” -- when one is DSL and another one is LTE for Mobile! I thought I was buying the first plan when I was actually buying the second :( 

A

 

@ukguy I like your English tutorials/translation for the community. 😀👍

An example, that o2 should minimum have English/German in the order/tariff change system, so that there is no misunderstanding in the order process. 

@Joe Doe Thanks for your reply. I’m :slight_smile: planning on more in the future. As I notice there is far more themes in the German language then English. I think some of the themes needs porting over to English.

 

O2 could be on top of the game if they fully support German and English speakers on the same level, For none native speakers Mobile Contracts / ordering process is open to mistakes believe me I have made them my self.:rolling_eyes:  for example  there is no right to withdraw from the  contract signed in the shop. Some of the mobile contracts AGB read like a boring book ! But those AGB’s are important. 

 

 I didn't know ““o2 my Home M”  used for DSL and Mobile.:thinking: This is a big problem. and should be fixed ASAP ! I had problems understanding the naming convention. I got confused when traying to order a sim card they speak of “ partner “ sim card  I want the card my self. It turns out “partner card “can mean two things, As second card for my self or one to share with some one else. O2 should read “ Additional sim card.

mit freundlichen Grüßen

 

 

o2_Andrea
Benutzerebene 7

Dear @Scientist_girl ,

 

sorry for the long waiting time in processing your personal message.

If you want to merge two accounts, the one-time fee is 29.99 euros. We can also offer this free of charge when you renew a mobile phone contract.

 

I have sent you an offer for the o2 My Home M to the email address we have on file. What do you think?
If you like the offer, you can order it directly via the link in the email, just click on the button in the email " Vertrag verlängern ".

In accordance with the Transparency Ordinance, I would like to refer you to our product information sheets, which you can download at www.o2.de/produktinformationsblatt . There you will find all the product details. There you will find all product details listed again (without discounts).

 

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
o2_Tobias

Hi @Scientist_girl, 

 

nice to meet you here in our English Community. 

 

I am happy to tell you that the withdrawal of the contract “o2 My Home (LTE/ 5G)” was successful. So, you only have your DSL-contract right now. 

 

What do you think about the offer that @o2_Andrea had sent to you by e-mail? Is this offer for extension something for you?

 

If you have any further questions, just feel free to contact us here again. 

 

By the way, do you already know our o2 My Service-App? Just have a look in this video: 

(unfortunately, only available in German)

 

Loving greetings,

Tobias

 

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.
S
Rang
Benutzerebene 1

Hello @o2_Tobias  and @o2_Andrea, thank you for your messages! 

Yes I am interested in upgrading to o2 My Home M, however when I just clicked on it, it said the offer expired. Could you please send it again?

I’m sorry I didn’t click on it before, I was confused about exactly what the offer would be. Would I be starting a new contract so I get a discount to a rate of ~20 EUR or does it just continue on my current contract? 

Thank you so much and sorry for the trouble, if you send a new one I will make sure to click on it this time!!

o2_Tobias

Hi @Scientist_girl, 

 

sure! :hugging:

 

Do you hear the sound “You´ve got e-mail”? :wink:

 

Just have a look in your inbox. The new duration will start immediately after the tariff-change. You will receive a confirmation by e-mail about the date of your tariff-change. Of course, you will keep your landline-number that you already know. 

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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