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Pathetic service - False commitments

I have three O2 contracts: two mobile and one for home internet. Due to my move to a different city, I was exploring a change of internet provider, and O2 sounded like a good option when I spoke to their customer service and was offered a decent deal. The problem was that the DSL connection would take longer, so O2 customer service suggested I take the O2 HomeSpot (LTE-based connection) and then switch to DSL. I agreed and had an appointment scheduled for DSL installation.

Just to reconfirm, I spoke to customer service last evening, and to my shock, I was informed that the activation team had not given the go-ahead, and hence the installation date could not be confirmed. This information was never communicated to me unless I specifically asked. I have been chasing O2 for three weeks for the DSL connection, and now they have just canceled my appointment without even informing me. This is just ridiculous. I am finding all possible ways to quit O2 as soon as possible.

 

Edit o2_Sven 23.05.2024/11:14: Moved thread from o2 Mobilfunk: Vertrag & Tarife to English o2 Community: Broadband & Landline

5 Antworten

o2_Sven

Hello @Bullet4989 ,

welcome to the o2 Community 💙.

There were two orders for changing from your currently used LTE contract to a DSL one. A singular contract can of course only be changed over once, which is why one of these was cancelled, the other one is currently still going and I’m sure you’ll soon receive further information concerning the activation of the DSL line.

 

Kind regards, Sven

 

Der Wochenrückblick - https://g.o2.de/wcr
B
Rang

Hello @Bullet4989 ,

welcome to the o2 Community 💙.

There were two orders for changing from your currently used LTE contract to a DSL one. A singular contract can of course only be changed over once, which is why one of these was cancelled, the other one is currently still going and I’m sure you’ll soon receive further information concerning the activation of the DSL line.

 

Kind regards, Sven

 

Then why was the cancellation of appointment is not communicated ? There was an appointment for today and not sure when would be the next appointment or steps??

o2_Gerrit

Hello @Bullet4989, 

I apologize if our system has created an appointment for activation of your DSL connection when the order had not been created and is as of today still in progress.

Best Regards,

Gerrit

B
Rang

Hello @Bullet4989, 

I apologize if our system has created an appointment for activation of your DSL connection when the order had not been created and is as of today still in progress.

Best Regards,

Gerrit

What do you mean? A DSL order doesn’t exist now?? This is just a failure of your system…just check the recordings of my calls with your executives…if you can’t provision my DSL in next one week, I would like to revoke existing Homespot and switch to Vodafone. 

o2_Gerrit

Hello @Bullet4989,

I apologize for the delay in activating your DSL connection.

I see this has now been remedied and a date of activation exists and you have already been informed.

Best Regards,

Gerrit

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