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Hi, I signed an O2 my Home M VDSL contract at O2 customer care office Munich, which states 19,99 Euro for the first 12 months and 29,99 Euro from the 13th month ownwards. Also for the activation charges, it was 49,99 Euro. But when I received the email with the contract and payment details, my monthly charges starts at 29,99 Euro and activation charges at 69,99 Euro. Why there is difference in the contract terms send by email ?
Hello,

Welcome to the o2 communit 🙂

Could you please upload a screenshot of the email here (without private data)?



Is your contract already activated?



Greetings,

Flo
Hello Flo,

Thank you for the response.

Please see the screen shot. (The connection will be established from the 12th-Aug-2019)

Hey @Roz,

Currently your contract documents have not yet been submitted by the shop. Unfortunately, I can not see what discounts you have been offered.

Please contact the shop again and show the discounts in your contract documents.



Greetings,

Flo
Hi Flo,

I went to the O2 coustomer care shop in Munich and talked with the customer care representative and they told everthing in order and there may be something wrong with the email contract. They even give the O2 leaflet with all details (Same as the information as in the O2 website. Please see the scree shot (50Mbits DSL highlighted in greeen). So ideally I should have the first billing (19.99 monthly charges + 1.99 Router rent + 49.99 Activation charges = 71.97 Euro) instead of 129.97 Euro under Summe einmalige Kosten. Any insights from your side will be helpful.

Hey @Roz,

I need your personal four-digit identification code and your phone number / personal customer number, if I want to look up your case. Please write this in a private message to @o2_Support and write me here again 🙂.



Greetings,

Flo
Hi Flo,

Thank you for the response.

My four-digit identification code : xxxxxx

personal customer number : xxxxxx



Edit o2_Flo: personal data anonymized.





Hey @Roz,

I have looked up your data and could see your contract documents, which you've signed in the shop. Unfortunately I can't see a discount there. I'm afraid you have to go back to the shop and ask for a correction. I'm only allowed to add a discount, if it is listed in the contract documents. I'm sorry. 😥



Greetings,

Flo
Dear Flo,

I went back to the shop and explained all the details and they told me that they forgot to put the discount code. After enabling the discount code, they told me that Einmaliger Anschulßpreis DSL 69,99 Euro will be credited back and the monthly rentals will be 19,99 Euro. Very recently I received an email from O2 stating that 49,99 Euro will be recredited to the account. From the O2 shop, they give me a File number for further follow up: 20587511.

Could you please check what kind of discount was added to my account. I cannot see any of these information in my O2 online account. Also if 69,99 euro is going to be re-credited, why in the mail from O2, it says only 49,99 euro. Thank you for your time and efforts.

Roz
Hi @Roz,



I checked your data again and now everything is fine. My colleagues from shop support added the missing discount of 12x10 EUR and credited 49,99 EUR for the activation fee. You might see it online in a few day. Usually it takes a bit longer until the new contract details are shown.



Greetings

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