Misinformation and Cheating by an agent

What kind of emails have you received? Contracts concluded over the phone must be confirmed by you in writing.

An agent convinced me to purchase a SIM card with a monthly cancellable plan in order to waive the House internet connection fee. The technician would then install the internet service without the usual connection charge, after which I could cancel the SIM card. He scheduled an appointment for July 14th. I got the SIM card by post but no technician turned up. When I enquired about it I got to know that no appointment was made with the technician. It was just a SIM card contract. 

You already wrote that and it doesn't answer my question.

I received just a SIM card contract by email and by post. I can cancel the contract within 14 days. Now it’s over 14 days so I can’t cancel it and get the refund. 
Frustrating part is that I have to wait for another 2-3 weeks for new appointment and pay the connection fee. 

Did you confirm the contract, for example by email or by clicking a link? If not then it is provisionally ineffective pending confirmation which means you can challenge it's validity. Send your objection to o2 via the contact form.

Yes I am not worried about the money. I am concerned about the misleading act of the support team and the new waiting time for the Internet connection. I have to wait once again for 2-3 weeks minimum and working from home has been an terrible experience.

I can’t digest the fact that being a customer I have to go through this and the O2 doesn’t care about their customers. There is no accountability for this irresponsible behaviour. 
I wish someone could have helped me to resolve the issue. So far I spoke with 5-6 agents ans each agent gave me different information. 

Hi Rebecca, 

thanks for your reply. I am happy that finally I got an answer from you. I am with O2 since 2013 and never experienced this kind of service till date and that was the reason for my frustration. 
 

It would be great if you can provide me the extra Internet for the mobile number ending with 666.

few days back your colleague said there is an appointment on 21.07.2025 and would call me back with a better offer. Unfortunately I didn’t receive any call back. Can we schedule a call to talk about the new tariff and the possible appointment. 
 

Best regards,

Nelson

Hello ​@Abnelson,

welcome to our o2 Community 😀

I'm very sorry that there were such problems when moving your landline connection to the new address. It's really annoying, especially if you rely on internet for work. I sincerely apologize for the inconvenience this caused you.

Our customer support have already canceled your mobile phone contract by tomorrow, and the contract costs will be credited back to you. I expect you'll receive a corresponding notification shortly.

Also, our support team have emailed you an offer for your landline connection, including a switch to a fiber optic connection at the new address. Unfortunately, DSL is not available at the new address.

Please let us know exactly what fees you have questions about. We will be happy to see how we can help you.

Best regards

Giulia

Hallo ​@o2_Giulia,

thank you 

Hi ​@Abnelson ,

I have activated the extra volume on the number you mentioned, you will recieve a confirmation about this shortly. While doing that i saw that you have confirmed the move in the meantime.

Can I take this to mean that you have now been able to clarify the fees? If you still have any questions, please let me know 🌷

Kind regards, Rebecca

Hi ​@o2_Rebecca, yes I spoke with your colleague and finalised the contract. Unfortunately I have to wait till 06.08.2025 for the Internet connection as it was the next possible appointment. It would be really helpful if you can provide me an earlier appointment if something comes up.
 

Thanks for your support.

Best regards,

Nelson

Hey ​@Abnelson ,

Good that you have now commissioned the move 🙂

If the earliest possible date has already been booked for you, then we won't have an earlier date available.

If you need more data volume in the meantime, please let us know. We will then be happy to reset it for you.

Kind regards, Rebecca

Hallo ​@o2_Giulia & ​@o2_Rebecca ,

the contract was cancelled but the contract costs isn’t credited back to my account. Can you support me here?

Best regards,

Nelson

Hi ​@o2_Giulia & ​@o2_Rebecca ,

I have been charged additionally for the cancelled SIM contract. Instead of refund the cost will once again be deduced as per my latest invoice. I really don’t understand what’s going on.

Best regards,

Nelson

Hello ​@Abnelson,

yes, we will have a look into that as soon as possible and get back to you here in your thread 🙂

Best Regards,

Gerrit

Hello ​@Abnelson,

I deeply regret that the promise to refund the fees for the unwanted contract has not yet been fulfilled by our customer support. I sincerely apologize for this error.

I have just requested a credit for the costs incurred. You will receive confirmation shortly via email/text message.

The contract was terminated on July 18, 2025, as I already stated. Therefore, there will be no further charges after that.

I also noticed that your fiber optic connection hasn't been activated yet, even though the activation date has already passed. If you need any further assistance with this, please let me know.

Best regards

Giulia

Hi ​@o2_Giulia ,

thanks for the reply. 
Yes, the fiber optics connection hasn’t been activated yet. I contacted the support team several times and I got different answer each time and I was forwarded between technical team and activation team for n number of times. In the end they couldn’t find any solution.

It would be helpful if you can support me here.

I also visited the local o2 store in Germering and your colleague Mark was very helpful. He contacted o2 and enquired about the issue. They replied him stating it’s a technical issue and they will contact the customer directly. I am waiting for an answer.

Best regards,

Nelson

Hello ​@Abnelson,

I'm sorry your connection isn't working yet. On August 7, 2025, it briefly established a connection, but then stopped.

Could you please tell us what type of router you have connected and whether a separate fiber optic modem is in use?

Is your router displaying an error message, and what are the LEDs on the router doing?

Also, the commercial activation in our systems isn't quite complete yet. Our sustomer support had already reported this last week. However, I don't see how this would prevent the connection from being used.

Best regards

Giulia

Hi ​@o2_Giulia ,

today I got an email that the issue is resolved and the connection is active and I finally have Internet connection at home. Thanks for the support.
 

I don’t understand why does it take several weeks to provide a connection even though there is no need for a technician. The whole process could have been better. It took 6 weeks to get the connection. 
 

Best regards,

Nelson

Hello ​@Abnelson,

I'm very pleased that the connection at the new address is finally working now.

I sincerely apologize for the delay. Normally, a change of address requires a lead time of three to four weeks. However, in this case, it took a little longer, which I'm sorry about.

I have requested a credit for the downtime since the original activation date of August 6, 2025. You will be informed separately about this.

Please let us know if you have any further questions.

Best regards

Giulia