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CONTRACT EXTENDED, PROBLEMS ARRIVED

M
Rang

Hi, 

I received an offer by SMS to swap my DSL internet to fiber optic, and since my two-year contract was about to expire, I renewed it for another two years. Since then, I received a new SIM card with a different phone number. However, after doing the porting, the phone number changed again (resulting in three different phone numbers). My new contract cannot be found by any support team (even though I signed it and have confirmation by email from O2). Moreover, my home internet isn't working for most of the day. I've tried calling O2 almost every day, but they always promise to call back and NEVER do. I visited the O2 shop at Alexa, and the staff told me it's a very unusual situation caused by an error in the system by an operator, and they can't help me. Today, I've tried calling O2 numerous times, but they always hang up after a 20-minute wait. I'm desperate to solve my problem! What's going on?!

Edit o2_Bianca 20.11.23 10:18Uhr: Moved from o2 My Home Vertrag&Tarife to English o2 Community Broadband&Landline

18 Antworten

o2_Giulia

Hello @Michel T,

welcome to our o2 Communit y😀

That actually sounds very confusing. If I understand you correctly, have you signed a new contract and ported your phone number from the old to the new SIM card?

If this happened during the contract period of the old SIM card, it will get a different phone number.

Have you been able to clarify your concerns with our telephone support in the meantime? If you still have any questions, please let us know.

Best regards

Giulia

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M
Rang

It is very confusing! I’m still having troubles because I still with 2 telephone numbers, the contract says it will end in 20 days but I renewed a month ago and all the support couldn’t find the new contract. Meanwhile my internet at home is being terrible since last month. It’s super confusing, a mess. 

o2_Giulia

Hello @Michel T,

your old mobile contract (number ending on ...101) will be terminated on December 9th, 2023.

The new mobile contract (number ending on ...538) has started on November 6th,2023 and will be running for 24 months.

Are the phone numbers correct now?

What kind of problems do you have with your DSL connection? A quick check shows me no problems on the line. Maybe our o2 My Service app will help you, so you can analyze the connection and find possible sources of error. The app can also be switched to English language.

Please let us know if you have any further questions.

Best regards

Giulia

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M
Rang

Hi Giulia, @o2_Giulia 

 

I still urgently need your help.

Let's go:

Apparently, now my mobile number is correct, and the contract is clarified, but I still have a problem with the contract for my fixed home internet. I'm going to give you an overview of what happened:

My home internet was about to expire, and I called O2 (on 30/10 at 13h36) to extend my mobile and my home internet. As I received an offer by SMS to upgrade to Optic Fibre (MY HOME L) for a special price (SMS ATTACHED), I decided to take an extension for this offer. The attendant I spoke to was named Diana, from Ukraine. She was nice and helpful on the phone.

 

She offered me this promotion and made a combo to have a discount on my mobile phone contract. As I was going to a meeting that afternoon, she suggested calling at the end of the day to sign the contract for the home internet and the phone.

She called me at 18h14 on the same day (30/10) to sign the contract. As everything was in German, she explained everything that I was signing. I asked multiple times if it was the mobile phone internet and the home internet with optic fiber at that same price (20€ for the first year, 40€ from the second year, without installation fee as the offer advertised), and she confirmed YES multiple times.

Since then, I have had a lot of problems that were solved by porting the number, but now apparently, no one can find the contract that I signed for the home internet.

Every time I call support, everyone gives me a different answer and everyone says my contract will expire and offered me multiple offers and services. 

Diana, the attendant, guaranteed that everything was okay, the contract was signed, and I just needed to call O2 at two moments:

  • In December 2023 to say: "I was promised a one-time connection for free."
  • In February 2024 to request the installation of the fiber optic router at my place, as it will be available in March on my street. But the contract was signed, and I have nothing to worry about. I then asked if the two-year contract would be counted from now (November 2023) or from March 2024. She said it would be counted from November 2023 because I signed the contract on that day.

So, I have no clue what happened with the new contract.

It's super weird because even the new mobile contract for two years says it was a special price because of the combo.

Can you please help me clarify what is happening with my home contract? I'm having such a terrible experience just because I needed to extend my contract.

Please find attached the promotion that was promised to me, the evidence that the attendant called me, and you are able to listen to the conversation as I allowed it to be recorded.

Thank you so much, and I look forward to your reply.

Michel T.

 

 

 

 

o2_Andrea
Benutzerebene 7

Dear @Michel T ,

I have just had another look. Unfortunately, I can't find any agreement for a change of DSL tariff in the data set available to me here. There are only the orders for mobilfunk with the specified date.

Did you receive an email (maybe in your spam filter) about your landline contract?

Kind regards,

Andrea

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M
Rang

@o2_Andrea hi Andrea,

I did receive an email to sign but the link is not activated anymore. The attended (already mentioned) walk me through the contract and I signed. Looking now, I found in another email a connection fee of €39,99. Maybe this is related with the home internet. Another thing is the KOMBI PRICE for the extension of my mobile internet. 
Please, once again, check the recorded conversation already mentioned! It’s being a nightmare to solve this problem (it’s been already a month trying to sort this out). I’m so busy with work and now I have to deal with this already!!! 

How can I solve this problem?? I cannot stay without internet at home. Can I keep the actual home contract?  Why is so difficult to renew a contract? 
Please, I need URGENCY on my case. 
 

thank you in advance 

 

 

M
Rang

Im still waiting for an answer. 

M
Rang

hi @o2_Giulia @o2_Andrea , 

 

PLEASE, Help me!!!

 

As I’m tryingf to solve the problem for more than a month, TODAY i just got a bill for December with a lot of charges of the problem that im trying to solve!

 

PLEASE, WHAT IS GOING ON WITH MY ACCOUNT? that is absurd all the problems just because i want to continue with O2!!!! 

WHY ALL THIS CHARGES??? Its totally different that the contract that I signed and it is in this thread!!!

 

 

o2_Matze

Hi @Michel T 

I apologize for the delay in getting back to you.

I see that you have been able to clarify everything with our colleagues on the customer support hotline, is that correct so far? If not, we will try to clarify all open questions with you.

Kind regards Matze 

https://g.o2.de/wcr
M
Rang

hi @o2_Matze 

Actually NOT. A lady called me from the support to help me, so, she explained me that was a mistake of the attendant that sold me another plan and didn’t do the Home Internet combo. So, she explained me that she would open again the offer that I received (and I sent the screen shot of the offer before hand and I also attached to this message again) to sign up. 

 

So, she called me the next day saying she will send me an email with the offer during the day and if I had anything else to ask. I said NO and said thank you for the help. 

 

After a few hours I received the email with the offer and it was WRONG. It was another kombo (HOME XXL - as attached -

i dont need that much. I want the HOME L), way more expensive, even more expensive if I did straight from the o2 website. I sent an email straight away to point the mistake (that was Thursday) and till today (Monday evening) I didnt received any other communication.  

So, I dont know what to do anymore. It is a complete chaos the communication, never ever experienced any problem like this in my life. 

 

And I’m paying a lot of extra-fees on my bill because a mistakle of an attendant. One fee was refunded but the other ones I still have to pay! 

I’m still waiting for a solution. 

 

o2_Sven

Hello @Michel T ,

a new offer for the o2 Home L was send out to your emailadress. If there are any further questions, please let us know.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
M
Rang

Hi, @o2_Sven 

The offer doesnt correspond with the offer that I supposed signed with the attendant on the phone. 

The price was showed in this screenshot: 19.99. The offer you just gave me now is 48.98! HUGE difference. 

Can you spot the difference between those 2 offers?

 

 

 

o2_Sven

Hello @Michel T ,

you are conflating an offer for a completely new contract, with an offer for a contract extension. What was send to you is what we can offer as part of a contract extension, the conditions for a new contract for a new customer will differ from that.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
M
Rang

The offer was made by O2 via sms, i called, i talk with the attendant, i checked 3 times about the prices and conditions, we signed the contract, we renewed, and then the contract for the home internet just doesn't exist anymore. the mistake was confirmed by phone with Ms. XXXXXX (she called me from supporr / impressum@cc.o2online.de).  
 

The problem wasn’t on my side. It was an error of your attendant called XXXXXXX. All the conversations are recorded (you can check it!) and all evidences was sent! 
 

it’s impossible to solve this problem with the support, because EVERYONE says something different. And the support on the phone try to sell packages that I don’t need instead of help!

 

 

 

o2_Giulia, 20.12.2023, 13:30: personal data deleted

 

 

o2_Flo

Hey @Michel T,

welcome to the o2 Community and a happy new year 💙

The SMS you have shown us here is a promotional SMS for a new customer offer. If you have ordered an extension, this offer is unfortunately not valid. I am sorry if there has been a misunderstanding. 
Do you have the option of exercising your two-week right of withdrawal? 

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
M
Rang

Thats all the problem. I called to get this promotion, I signed up for that, signed the contract, extended the mobile phone bill too as a combo with that promotion but mysteriously disappeared. Each support give me a different answer, I paid for 2 bills last month (that I didn’t even order), everytime I call they try to sell a different product a S then ask me to rate the call in 10. Seriously, I have no more energy and time to solve this problem. I'm a just a number that doesn't matter for the company. Sad. @o2_Flo  but happy new year to u! 

o2_Maria

Hello @Michel T ,

In fact, I can't see any contract extension offers here from October or November. 
Just a new mobile phone contract. Your old contract has already been deactivated and the phone number has been transferred to the new contract. 
In October you then received an offer to extend your DSL contract. With a switch to fibre optics. 
However, you did not accept this offer and so the offer was cancelled here. 

Please note that we cannot make offers for contract extensions in the same way as for new contracts.
Are you still interested in an offer to extend your contract and switch to fibre optics?
Then we will be happy to look here for an offer with the current conditions for you. 
Please let us know your desired tariff and whether you need a router from us. 

Best regards
Maria

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o2_Maria

Hello @Michel T ,

Since you have not contacted us again, I assume that you have no further interest in an offer to extend your contract.

If you are, or if you have any other questions, please feel free to contact us again here in the community. 

Best regards,
Maria

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