Hi @didibooshoo 

Welcome to our o2 Community. 

I've looked at your request and I'm sorry, but I'm afraid there's nothing we can do in this case. Your cancellation was not granted because the o2 contract can also be used at your new address and you wrote it yourself "I was told again to make sure to cancel my contract first, to not end up paying for two contracts with o2" unfortunately you didn't wait to see whether your termination was accepted and you immediately signed a new contract with another provider. 

The only thing you can to in this situation is to return the rented router via our “Retourenportal” that would reduce your bill by 6 euros per month. 

Best Matze 

Hi Matze,

You are very conveniently IGNORING the fact that I was told by TWO different individuals from your company that I had to request a cancellation. Since I was told to cancel my contract, and I am not German, it did not even occur to me that the cancellation would not be accepted since I was told otherwise twice. The reason I am stuck in this SCAM because I cannot call it otherwise-given that I am supposed to pay for a service I will not get-is because I was fed the wrong information. I would have never cancelled my contract unless your colleagues told me to do so. I changed providers because I work from home and I could not afford taking time off for 6 weeks or more until o2 changed their mind and the connection magically appeared. 

Also, when I said they mentioned I should not pay 2 contracts with O2, what I thought they meant would be for that specific month-as I was obviously needing Internet immediately given my circumstances. Trying to twist my words does not change the issue. I am still looking for a reasonable solution. 

Hi @didibooshoo,
I understand that you naturally also relied on the statements of our colleagues and are annoyed that it didn't work out as expected.
However, I have just seen that your contract has been deactivated as of today. Did you already receive the information? Please also remember to return the Homespot (hardware) to us or have you already done so? If not, you can find all the information you need to return it in our returns portal. 

Regards
Larissa

Hi Larissa,

No, I was not informed yet. Thank you for letting me know.

I will also make sure to return the router. 

Hi @didibooshoo,
perfect! I think the letter with the confirmation is on his way to your new adress and the router arrives the next few days in our logistic department. 

Have a nice day 

Regards,
Larissa

Hi Larissa,

The confirmation letter is still yet to arrive. Also, I just received another bill today from O2. 

Can this be resolved please?

I don’t understand why I am still due to pay when you informed me the contract is cancelled. 

Dear @didibooshoo,
thank you for your patience.
This is because the invoices are calculated retroactively.
You will receive the invoices after 30 days + about 7 days for the creation of the invoice. For example, if your invoice is from November 10, it was created about 7 days before. From the creation date 30 days back is your billing period (service period) for basic charges and connection fees, if any.
Please have a look at the first page of your invoice. At the top right of the first page you will find the exact period of your bill for which we have charged you the indicated amount.
For my contract it looks like this

Best regards
Larissa