Warum O2
Warenkorb
Service
Gelöst

Contract made, Problems starting


Hi there.

I booked the O2 my Home XXL over Kabel with the Router, and wanted them to take care of closing my old contract with 1&1. We moved flat and 1&1 cannot provide DSL in the new place as there are no Ports available for the hence the change to a bigger packet over Kabel.

I now have no Internet and no Telephohe in the new flat and have to use the office computer to try and sort out any problems. Now I was told there was a technical issue due to the wrong information being provided. I see my mistake as in the new flat there is no one providing Internet and Telephone at the moment and therefore no need to contact anyone to cancel what is not there. I called the hotline and was on my mobile being passed from department to department and just as it was getting to the technitions the line went dead and my next attempt to call took over 20 minutes and the person on the other end of the line had no idea what was going on and the line went dead again.

I’m also having difficulty logging in to the mein O2 app because they are saying my information is not available and I’ve registered twice now.

Can someone please point me inthe right direction, other than trying to call again while I have no time for that now.

icon

Lösung von o2_Manuela 4 October 2022, 11:49

Zur Antwort springen

12 Antworten

Hi there.

I’ve already explained my situation in my first entry. . Now I’ll just ask a simple question because it would help me understand why I am not getting any feedback or access to see how my booking is being processed.

Can someone who has access please tell me if this contract is still valid, or if I need to go to my nearest O2 shop and sit with someone to start again?

I booked online and this was the contract number I was given:

o2 my Home-Auftrag mit der Auftragsnummer XXXXXXXXXXXX.

Can I please just get a simple answer as calling the hotline is driving me crazy as it keeps getting cut off while they pass me around

Thank you

 

Edit o2_Sven 19.09.2022/09:26: Removed personal data and merged threads

Hello @smudge ,

welcome to the o2 Community 💙.

What is the status of your old contract, has that already been cancelled or is it still running at the old address?

The issue here is that changing the ISP while at the same time moving your address isn’t really feasible, these steps have to be done one after the other. The order of the two doesn’t matter, just that one needs to be finished before the next one can be started.

 

Kind regards, Sven

Hello Sven

 

Thank you for getting in touch. I have spoken to someone on the phone, eventually, and was informed that everything looksgood, until they looked a little deeper then the issue with the cancelation came to light.

I told them I no longer need the offer to cancel 1&1 and that I have no Internet or Telephone at the new address and willl gladly take a new Telephone number if that makes things easier.

Start date is now 4th October and I should be gettting the Router sent out, but I still cannot use Mein O2  startseite due to technical issues and therefore I cannot see the statis of my order.

Can this please be double checked so that I can see what is happening and not keep annoying you all. .

Thanks once more for taking the time to answer.

I believe my contract number is mentioned in my second entry. .

Hello Sven.

I have just spoken with 1&1 and my contract with them has been cancelled.

We have still no information about the Router required for the start up of my O2 account and we, my GF and her children, are worried incase there is nothing happening before the start up date of 4th October. . This date has not been confirmed either, it was something mentioned during one of the talks that I did manage to have with someone on the hot line.

is there any way that an Email can be sent with the confirmation of the date of start up and the information on the Router so that I can put all of our minds at ease. . I have no problem without internet or teleephone at the moment but everyone else does and that gives me the headache in the end.

 

thank you for your help.

Neil Smyth

 I still cannot get on to Mein O2 so I can check everything myself. . I’m sorry for sunding like a broken record but if I had a little more transparancy then I would be able to stop annoying everyone here

Hello @smudge ,

you won’t get the full access to mein o2 until the connection has been activated. You should normally get all the information concerning the contract, it’s confirmed start date by email, SMS and even as old fashioned letters.

As you haven’t received anything yet, I checked your data and there is currently no active order for a landline. So please book another one online or get in contact with the seller of your choice.

 

Kind regards, Sven

wait.. my old order does not exist anymore and I have nothing telling me it was canceled.

This means I have to book a new cabel order and hope I do not get double billed

can I do the new booking over the O2 online page?

 

If yes then please let me know and I will stop taking up your valuable time

Thank you for all of your help so far.

Hello @smudge , 

yes you can book it online → www.o2online.de

You will also get a private message from o2_Support shortly.

 

Best regards, 

Manuela

Thank you all for your help.

 

 

Hello @smudge , 

thank you for your private message. 😊

As already mentioned in the private messages, your old contract is already cancelled and your new contract has the activation date on the 20.10.22.

Your router is on the way to you and should reach you shortly. 😊

After the activation date, you can register your contract at Mein o2.

Is everything clear now or do you need further help?

Just ask, our community and I are very happy to help you! 💐

 

Best regards, 

Manuela

Hello Manuela and Hello Sven

I can see the light at the end of the tunnel and although it has been a frustrating 2 months, I am happy that you both took the time to get me through it.

Thank you for helping out. I will wait until after turn on date to get into Mein O2 and then I can steer evrerything from there.

 

I wish you both all the best for the future 

Neil

Hello @smudge , 

you are very welcome, we are happy that we could help you! 😊

Also thank you very much for all your patience and your kind words! 💐

If there are open questions in the future - don´t hesitate to ask our community again 😊

I wish you also all the best for the future! 

P.S: We have a cool F.A.Q summary for several topics. Maybe this can be helpful in some situations: 

 

Best regards, 

Manuela

Deine Antwort