Dear O2 Customers Service,
I have started O2 internet DSL 2 years contract for 50 Mbit/sec in April 2019 and now moved to the new city where higher speed is available. The manager in the O2 shop told me that the switch between the low-speed (tarif M) and high-speed (tarif L) internet would be for free during my relocation and that this has to be done online. But the “contract relocation” procedure using O2 online account didn’t have speed upgrade option, therefore I had to call a hotline. There I was told that the low-speed contract has to be cancelled with a penalty of 49.99 EUR first, and only after that the new 2 years contract will start. The technician visit was scheduled to 11th March and due to the gap between the actual move and the beginning of the new contract I was offered to get a card for free with some internet available. Upon agreement for this I have received two(!) SIM cards with tarif S for 24.99 EUR each as indicated in my O2 online account. This is not what I was told during the phone call and I would like to opt-out of this option.
The questions regarding this situation are the following:
- Do I need to pay 50 EUR penalty to change the tarif even if I agree to start a new 2 years contract?
- Which are the other available options for relocation? Can I switch the tarif and continue my existing 2 years contract? How much will it cost?
- How can I send back the unnecessary SIM cards which I didn’t activate yet?
- I adapted my schedule for 11th of March for a visit of technician but the date was moved to 13th of March. Can the activation be done earlier or remotely, please?
Best regards,
Dr. Iskander Khusainov
