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Request for Internet Plan Change Assistance - Unintended New Contract Issue

C
Rang

Dear O2 Support Team,

I am reaching out for assistance regarding a recent issue I encountered with my internet service. I currently have an active contract with O2 for a home internet connection (O2 my Home XS). Aiming to improve my internet speed, I attempted to change my plan to a faster one via your website. However, due to a rather unclear interface, I inadvertently initiated a request for an additional unwanted contract (O2 Home M 100, listed as "Neuer Vertrag").

My intention was not to subscribe to a new contract but to upgrade my current home internet plan to enjoy a higher speed. Therefore, I am seeking assistance to cancel this unintended new contract request and to receive guidance on how to correctly proceed with upgrading my existing internet plan.

I have tried reaching out to the O2 hotline (8004110601) but was left on hold for an extended period without the opportunity to speak to a representative.


 



When I tried to extend my existing contract (because the on line bot assistant told me that I could find the possibility to change the tariff there), I could not do anything and I am stuck on a page like that (se the following image)


 

 

Also, why the number associated to my home internet connection is wrong ?


Thank you in advance for your assistance, and I look forward to your prompt response.

 

edit o2_Solveig 31.01.2024, 07:56 Uhr verschoben von o2 Home → Englisch o2 Community 

25 Antworten

bielo
Rang

Widerrufsbelehrung

C
Rang

Widerrufsbelehrung

 

please explain

bielo
Rang
 
fill out and send

Widerrufsbelehrung Mobilfunk (Privatkunden)

 

 

widerruf@cc.o2online.de 

C
Rang
 
fill out and send

Widerrufsbelehrung Mobilfunk (Privatkunden)

 

 

widerruf@cc.o2online.de 

 

fill with the references of the new (unwanted) contract?

bielo
Rang

Yes.

 

Revoke or cancel a mobile phone contract | O₂ Community (o2online.de)

C
Rang

ok. 
I did not activate that contract, but I will send the revoke form to the address (Many thanks for the help!)

Is still not clear to me how I can evolve my existing home internet connection.

 

o2_Sven

Hello @Carminoski ,

o2 Home contracts can generally not be extended or changed through mein o2, that is something that can only be done directly from our side. I assume that the my Home XS contract that you are using is a FMS product that connects to the internet by LTE and as such comes with a mobile phone number as well as a normal landline number.
As bielo already wrote, you should send in a request to withdraw from the newly made o2 Home 100 contract that you do not want. You can fill in the linked form and then send this to the widerruf@cc.o2online.de mailaddress.

 

Kind regards, Sven

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

Hello @Carminoski ,

o2 Home contracts can generally not be extended or changed through mein o2, that is something that can only be done directly from our side. I assume that the my Home XS contract that you are using is a FMS product that connects to the internet by LTE and as such comes with a mobile phone number as well as a normal landline number.
As bielo already wrote, you should send in a request to withdraw from the newly made o2 Home 100 contract that you do not want. You can fill in the linked form and then send this to the widerruf@cc.o2online.de mailaddress.

 

Kind regards, Sven

 

 


So, to upgrade my contract (O2 my Home XS) to a more performant one, do I need to speak with an operator, or is there another way? I'm asking because it has been difficult to reach someone on Monday mornings, and at other times, it's been quite challenging to find a representative who speaks English.
 

o2_Sven

Hello @Carminoski ,

do you want to switch to the o2 Home M 100 from your current o2 my Home XS or is there a different product that interests you?

 

Kind regards, Sven

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

I am interested in changing to O2 Home M100 (LTE/5G) at the following conditions (see image below)


 

 

C
Rang

Still waiting for an answer 

o2_Gerrit

Hello @Carminoski 

Did you already send the revocation of your order to our e-mail address?

I have sent you a private message where you can answer me to forward data we would need to look into your existing contract and the possibilities to extend it 🙂

When you have answered me via private message, please write shortly in this thread that you did so.

Regards,

Gerrit

C
Rang

Hello @Carminoski 

Did you already send the revocation of your order to our e-mail address?

I have sent you a private message where you can answer me to forward data we would need to look into your existing contract and the possibilities to extend it 🙂

When you have answered me via private message, please write shortly in this thread that you did so.

Regards,

Gerrit

 

No, I did not send the revocation yet (I have been super busy). I am going to do that now.
I will reply to your private message

o2_Gerrit

Hello @Carminoski,

Thank you very much 🙂

We will send you an offer via e-mail.  

Regards,

Gerrit

C
Rang

Ok, let me know

o2_Maren

Hello @Carminoski 🙂,

I have seen that you would like to extend your existing HomeSpot to the o2 Home M 100 LTE/5G. Unfortunately, this is not possible at your address. As an alternative, I could offer you an ADSL 16 Mbit/s line, the o2 Home XS 16. Whether a technology change to an ADSL line really makes sense depends on various factors, such as the quality of your HomeSpot.

Would you like to receive an offer for the o2 Home XS 16, or would you like to leave everything as it is for the time being?

Kind regards,
Maren

Willkommen in der o2 Community! 💙
C
Rang

Hello @Carminoski 🙂,

I have seen that you would like to extend your existing HomeSpot to the o2 Home M 100 LTE/5G. Unfortunately, this is not possible at your address. As an alternative, I could offer you an ADSL 16 Mbit/s line, the o2 Home XS 16. Whether a technology change to an ADSL line really makes sense depends on various factors, such as the quality of your HomeSpot.

Would you like to receive an offer for the o2 Home XS 16, or would you like to leave everything as it is for the time being?

Kind regards,
Maren

 

Ok, I will buy a sim card and make a new contract with o2 M 100 LTE/5G .
it worked before (I had two contracts) and it will work now, even if you say it doesn't.
 

C
Rang

 

obviously the website says I can have it.
Thanks anyway for not helping

 

 

o2_Maren

Hello @Carminoski 🙂,

Yes, you can also use a mobile phone contract with a HomeSpot router. However, we do not offer the 100 Mbit HomeSpot at your address for technical reasons, as we cannot guarantee that the connection there is good enough.

Kind regards,
Maren

Willkommen in der o2 Community! 💙
C
Rang

well… I can undestand the technical reasons, and the conditions stated in the contract, but at the moment my upload speed is too low (1.5Mb/s). Any change, even if it is not "contract compliant" would be better than that.

I am sorry for you (all) that don't get this simple problem and don't give any real help

o2_Maren

Hello @Carminoski ,

if it is not technically possible to order the HomeSpot, then there is no way to get it. However, you can order a mobile phone contract with a 50% combination discount if this is of interest to you.

Kind regards,
Maren

Willkommen in der o2 Community! 💙
C
Rang

and I had to wait days to have this simple answer

o2_Kathi

Good morning @Carminoski 🙂 

I understand you but our forum is not a real-time communication channel. 

A response may take a few days; you can find other contact options online.

Do you need further support from us?

Regards,

Kathi 

Wenn dir eine Antwort weitergeholfen hat, markiere den Beitrag gerne als Lösung, damit andere auch davon profitieren 🤝
C
Rang

no, thanks

o2_Cora

All right, if you have any further questions, please let us know at any time @Carminoski 🙂

Best regards 
Cora

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