Thank you for the quick response, we will try that.

I wouldn't have guessed I should email the social media team
 

No problem

It would be nice if you write to us if everything could be solved
 

Pernilla schrieb:

Today, in response to the question "Can you connect me to someone who speaks English?" - the answer from the customer care rep on the phone was "No".
 

o2 seems to have adopted a policy of not wanting to provide assistance in English except via Email / in writing. Also on Facebook the social media team won't provide assistance in English on their wall. Send an Email and you can expect a response within a few days.
 

Hey Pernilla, sorry i forgot to hold you up to date.

I startet an request for your problem, but i still have no feedback from our Alice contact.

I have wrote two letters to the customer service and finally after two weeks someone tried to call me when i was in the Ubahn and unfortunately i coudnt hear the person nor they heard me.. it is very frustrating that the number gives you no option to reach the person or call them back..... should i write to more letters and wait for two more weeks, really ??

Andrew Khalil

Hi @AndrewEkz and welcome in this forum,

perhaps we or the mods can help you?

We - the othe customers - can possibly help you with pieces of advice, as some of us are quite experienced.

The mods belong to the social media team and are able to take care of many of the customer requests and problems. 

Regards,

Fuchs

Well, that means i have to start everything over again. i have already sent two letters and it makes no sense to explain to you all this again. I just need to reach the person who tried to call or who is following my case.

Andrew

Otherwise forget it, ill burn the line and the phone... the poorest customer service iv seen on this planet and any other planet.

Hi Andrew,

first of all we are very sorry that obviously some misunderstandings occurred while you were updating your contract.

I understand you wanted to keep the tariff you originally had, which was our o2 Blue Select but instead our o2 Blue All-in M tariff was acitvated.

I did take a look into your customer data to check the letters you sent to us at the beginning of this month. One of our colleagues already took care of your case and decided to re-adjust you to your former tariff by the next billing-cycle. You will receive a letter informing you about this within the next few days.

I hope this settles the matter to your satisfaction. However, if you have any further questions regarding this please do not hesitate to ask.

Best regards,

Julia

I have also a similar problem with activating the correct contract.

The contract I signed since 30.08.2014 is not activated, then another contract that I did NOT sign was activated on 15.11.2014.

I went twice to the O2 shop where I did the contract at the first place but the problem just became more complicated.

Yesterday I got a message that O2 will lock my data access starting from tomorrow (because I refused to pay the last invoice), and I should call some number.  After waiting 20 mins, someone answered me, who luckily can speak English, and said that he cannot help me in my problem so he will forward me to customer service.  After waiting another 20 mins, someone just hanged up on me!

I tried to call and wait again for 10 mins, and I didn't find anyone who can speak English with me.

I need any customer service employee that I can speak in English with and who can do something for my problem.  I pay monthly around 3 times the amount I should really pay, and it is NOT OK that I pay for something I did NOT sign for.

Would be great if I can get any help in this forum.

Thx

Hello MTawfik,

we only found one contract and a My-Handy, but there is no other mobile contract evident. Please tell us your telephone numbers via PN.

Gruß,

Carina
 

I would say that some people are lucky to get support in 2-3 weeks.  I don't know how many months I should wait until my problem will be solved.

I paid know over 150 euros just trying to solve the problem, I lost my previous 5 weekends to travel to the shop that I did the contract with.  Telephone Customer Service replied that they I must go to the shop because I did my contract there.  My Internet is blocked since 1 month because I refused to pay for a wrong contract.  And now I paid 90 euros for the bills (instead of 20) just to get my internet working, and it is not yet back.

I preferred O2 rather than other cheaper providers because I thought that they have Customer Service.  But they don't even reply to my messages/emails.  I cannot be more disappointed !!

Hello everybody,

since this is still a topic that many people are interested in I will try to keep you up to date with the situation as of today (06/2022).

We offer an English-speaking support for questions around our postpaid and landline contracts. We are happy to assist you Monday till Friday from 10 AM to 6 PM.

You will find our hotline number for English customer support on our contact page.

Since we can not provide an english service on every topic it is still necessary to have a german speaking person with you if for example you would like to report a technical DSL issue.

Regards,

Lars

Edit o2_Lars: Updated information 06/2022