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Hello,

I have a complaint regarding support team.

On 17th of March I have called and explained that I move to another apartment (Umzug) and I was told that it would be possible to arrange an appointment with the technician on 29th of March and was told to wait for an email.

On Friday 19th of March after receiving no confirmation email I have called again. Was told that O2 employee has made some error, but I still can get appointment with the technician on 29th of March from 8:00 to 12:00. Just need to wait 24 hours for the confirmation.

On Saturday 20th of March (after 24 hours passed and still no email) I have called again and was told to wait till Monday…

I have called on Monday (22nd of March, today). Was told to wait again for 48 hours. Then this evening I have received an email that technician will come on 8th of April. Could please someone explain why agreed on 17th and 19th of March date was changed from 29th of March to 8th of April?

Also in that email there is said that now I will need to pay 49.99 Euro monthly instead of 29 Euro or something like that which I paid until now. Could please someone explain these price increase? I am completely lost regarding what is going on. Not only company will not provide me any internet for more than a week, but it also increases monthly payment…

 

Could please someone help?

 

Best Regards

Moving a DSL connection usually takes 3 - 4 weeks, so you are well within this timeframe. The date is dependent on factors that o2 cannot influence such as the availability of a port at your new address and is often changed by the provider of the line, Telekom.

Are you sure the 49.99 is not the one-time payment for the move?

 

49.99 is the fee for the move.

Thank you for the answer!

I think, I just got frustrated that it took so long to get confirmation email. Actually, it looks like that the email I received today is not about final confirmation, but it mentions only that there was created a request dated as of today… So since 17th of March I am still waiting for the actual date of the appointment. And it will be problematic to work from home without internet…

 

As for the contract price - I have attached photos of the information I have received in pdf document attached to the email.

 

 

There is listed that monthly costs are 44.98 Euro.

And before I received emails with monthly payments like:

Rechnungsbetrag:
29,23 EUR

You have a discount of 14.99 so it is still 29.99.

Now I understand it! Thank you a look for the explanation! 

Glad that I misunderstood the information and price hasn’t increased to 44.98 Euro.

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