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DSL Contract not renewed and unexpected Rechnung

E
Rang

Good morning, I have a O2 My Home M DSL contract, activated on 19/04/2020. This contract has been activated after I cancelled an old one (activated in April 2019). I decided to do that because in April 2020 I moved to a new apartment, and I wanted to start a new contract of 2 years length. For this change, I was not expected to pay any fee for the umzug of the DSL.

But this morning I realized on my account that I will be paying for this last month (18.04 to 17.05) €80,90, and I do not understand why, since when I moved to my new apartment I opened the new contract and closed the previous one (thus paying nothing), and my DSL montlhy payment should €31.98. The Rechnung is displaying costs I have never seen before, and it results I didn’t start a new contract, but I still have the one started one year ago and virtually finishing in 11.04.2021. Please, I ask your help in order to fix this problem.

Thank you so much

 

 

 

Edit o2_Giulia: moved to English o2 Community: Broadband / DSL

2 Antworten

o2_Giulia

Hello @Eleonora92,

 

I have checked your invoices, your discount (12 x 10,00 EUR) has expired on April 11th 2020. This was also displayed on your invoices before. Therefore the monthly charge for your contract has increased.

 

I do not see any cancellation and a new contract. A cancellation of your contract ist possible only by April 11th 2021 as it has a 2 years duration.

 

On March 22nd you have ordered in our online Portal to move your DSL to another adress without a restart of the contract duration. Therefore, the service charge for the adress change is 49,99 EUR.

 

Kind regards

Giulia

 

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E
Rang

Dear Giulia,

Thank you for your reply. I actually observed the same conditions on my personal account. But there must have been a misunderstanding, because I remember, when I ordered the move of DSL to the new apartment, to have chosen the option of restarting my contract with a new one. I did that because I need a DSL for 2 full additional years and it seemed helpful doing that way. I remember the option was excluding any cost for the change of the address.
I cannot resume anymore that part of the order on my account (because it is accomplished), but I still have one section dedicated to the old DSL contract (now expired) and a new section with the new contract activated on 19.04.2020.
I am sure to have asked for a new contract without the additional costs of address change.

Concerning the monthly price, I know that I am paying the full price without the discount from now on. The only misunderstanding is about the contract itself. Is it possible to have the new contract with 2 years of duration without paying the move cost? Or should I keep the contract shown now on my account?

Kind regards,

Eleonora

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