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Hi all,

 

Newbie here, so, apologies if this question had been answered previously as I couldn’t find any solutions to my exact question.

So, I’m in the process of moving into a new flat and the current tenant will be passing on their existing contract to me. I received an email from O2 telling me that there is a fee of 29.99EUR to take over the contract, with a link included for me to being the process of taking over the contract. However, when I click the link, which was enclosed, I am told that it will cost 34.99EUR to take over the contract. My question is why am I being given a different figure to the 29.99EUR that the current tenant told me it would cost and O2 stated in their email. I sent an email to the customer services email from which I received the original email and it has been a few days and no response. I need to complete the transfer by Wednesday. Could someone  please help.

Thanks!

 

Hi @Freshoff 

 

welcome to our community. :slight_smile:

Unfortunately the fee was changed in November 16th 2020 from 29.99 EUR to 34.99 EUR. Maybe the former tennant told you earlier so you got the old price.

 

Greetings

Thanks, @o2_Manga. The whole process has been handled abysmally by O2. It should have been highlighted that this was the case - my email to Customer Services seemed to have disappeared into ether. To top that up, the link I have been sent for activating my email is a dud and seems designed to ensure that I keep going round and round in circles. I do not have an O2 mobile phone contract but that seems to be one of the requirements for activating my email for the DSL contract. When I chose the option of ‘logging in’, I get met with a technical error message. So, I am stuck with a situation where I am being billed by O2 but unable to access any of the services. Why are things so difficult with O2 - how is it possible to complicate such a simple thing? I despair, especially if this is what I can expect for the duration of the contract.

Hi @Freshoff 

sorry for the inconveniences cause by taking the conctract.:open_mouth:

Did you sign in  as a DSL-Customer to get into your personal contract details? Therefore you just need a username or your landline number. 

Have you tried again if the login error still occurs? 

I can resend your welcome mail for your login to the router if you still need it.

 

Greetings

 

@o2_Manga Yes, please. I have taken over a personal router from the previous contract holder and nothing I try appears able to work with respect to actually getting access to the internet. It is beyond frustrating. Even when I follow the link to ‘register’ as a DSL customer, your website appears unable to recognise me as a customer when next I try to sign in and instead defaults to the account I created in order to join the O2 community to ask this question. I would have assumed that since this is a contract takeover that the WIFI username and password would stay the same until at least I have signed in and then changed those. I am sitting in the apartment without internet access and due to travel shortly, meaning that I will not get this sorted within the 14 days timeframe needed to decide if to cancel the contract. I just can’t seem to make any progress with this and I am beyond exasperated.

Hi, 

I sent the letter once again to the email adress mentioned in your contract. Please check the spam folder, too.

 

Greetings

@o2_Manga Thank you. As I am also taking over the router from the previous contract owner, are you able to confirm if I can use the previous WIFI name and password. I have downloaded the O2 Services set-up wizard, but it does not seem able to recognise the router name and password from the actual router itself. It means that I am still without internet until at least this can be answered.

@Freshoff : did you do a factory reset before starting the login?


Greetings

@o2_Manga Yes, I reset it but that didn’t seem to have made any difference.

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