Hi @AAJ
Welcome to our o2 Community.
I am sorry, but it is not possible to check your previous conversation with our colleagues from customer service hotline due to data protection regulations.
I assume that the whole incident was somekind of a misunderstanding. When you are moving the DSL from one place to another you have to pay a fee,
wether its the same buiding and just another floor, or you are moving to a different city, the costs are the same when there is no contract extention for 24 month
Best Regards Matze
Dear Matze
Thank you very much for the prompt response
There is very little question of misunderstanding. The only reason I called O2 previously was to discuss the issue of 49.99 euros and she had absolutely and unambiguously said that I will not be charged. I had profusely thanked her for this “christmas gift” and she had laughed and said “It is my pleasure”. We had also discussed the fact that I would like to switch to a prepaid phone service on my handy and she had said that “since you are not extending your contract, you can do it before the end of April”. It is hard for me to imagine that this conversation did not happen.
It is rather unforunate and annoying that O2 does not keep track of its promises if not by recording the conversations then at least by noting these promises in its database. Its basically my word against O2’s.
Is there anyway I can take this issue up with a supervisor or someone who can really give a more convincing answer to this.
best wishes for a good health,
Abhishek
Hi @AAJ Abhishek
I am sorry for my late response (please use an @ mention when replying to my text so i get a notification)
As i said a free DSL move to a new appartment is only possible after a contract extension i am sorry.
And again i am deeply sorry, but this
I would like to switch to a prepaid phone service on my handy and she had said that “since you are not extending your contract, you can do it before the end of April”
is also not possible. You can’t switch your o2 mobile post paid phone contact to a prepaid phone contract from o2.
Best Regards Matze
Dear @o2_Matze
Thank you for the response.
I am deeply disappointed by the answer but I also realise that as an aggreived customer, I can do nothing but accept it. O2 is a big company!
I called O2 five days ago. They said I can terminate my post-paid handy contract, which expires in April. I can then buy a pre-paid contract from O2 and also keep the same number if I buy the pre-paid contract within three months. Is this correct or am I misunderstanding again?
Am I allowed to record my conversations with O2 customer service? It appears that I am getting widely different answers on the phone, at the O2 shop (when it was open) and here.
best regards,
A
Hi @AAJ
I am sorry that you have been misinformed serveral times.
To be crystal clear: It is not possible to keep the same number, when canceling your o2 postpaid contact and buying an o2 prepaid simcard.
Porting the number from o2 prepaid to o2 postpaid is possible, the other way round not.
Am I allowed to record my conversations with O2 customer service?
Recording a person (or phonecall) without telling the recorded person before you do that is a criminal offense in Germany.
You must ask for permisson first, if the person says yes its allowed.
Best regards Matze
Dear @o2_Matze
This is super confusing. The O2 shop looked at my contract and specifically told me that I can keep my number while still converting to pre-paid. This is also what the representative told me over the phone after looking at my contract. I do not not who to believe. I really expected better information from O2. Hugely disappointing. Please also see the link below on O2 forum where someone was also told that they can change from postpaid to prepaid while still retaining there old number. This was answered by @o2_Nicolas
Perhaps he can join the discussion and clarify. I would really like to sort this out soon as my contract runs out end of April.
best
a
@AAJ
Again, it is not possible to transfer a number from an o2 postpaid contract to an o2 prepaid contract.
my colleague @o2_Nicolas would tell you the same, believe me, the info you got is wrong, i am deeply sorry.
but again and to be crystal clear:
It is not possible to keep the same number, when canceling your o2 postpaid contact and buying an o2 prepaid simcard
Best Regards Matze
@o2_Matze So the information posted in the link by @o2_Nicolas is wrong? Please when you respond do not repeat what you have already said about it not being possible. Do answer why the link says it is possible (confusion, wrong response from Nicolas or that O2 has changed policy?)
O2 service is just plain awful, isn’t it. First, I am promised by the customer care that they will waive my “moving fee” but then O2 declines without citing any reason. It does not keep a record of the conversation so there is no way for me to prove/disprove it. Then three different O2 service representatives including the link posted tell me that O2 ports post-paid numbers to pre-paid but you say its not possible.
It is really very hard for me to know which of your informations is correct. Perhaps 2 days from now another representative will claim that it is indeed possible. Who knows!
I hope you do realize how bad your customer representative service is.
It is definitely time for me look for alternative service provider for my handy and internet.
@AAJ The Info you found is from June 2017. I am not a 100% sure, if it was possbile back then, or if my colleagues answer was just not a 100 % legit,
doesn’t matter at all, but i am a 110 % sure and its crystal clear that nowadays its not possible to transfer your o2 Postpaid number to an o2 Prepaid contract.
Best Regards Matze
