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Hi,


I have a few contracts with O2 and this question refers to the DSL contract ending with 6756.

 

I have an ADSL connection of up to 16Mbit/sec.

On Monday 21/11/22 I called the customer service center and asked about upgrading this contract to 100Mbit/sec. I was given a price of 24.99 (which is 34.99 with a 10 EUR discount) plus 4.99 for a new router, since my router is not compatible). I agreed. The agent told me I will get an email in a few hours to confirm all this.

I never received the email.

 

The next day 22/11/22 I called the customer service center again and was given now a different price to what I want - 29.99 (discount of only 5 EUR) plus 3.99 EUR. I refused, since the day before I got a different offer. The agent told me he doesn’t see any record of me talking to them.

 

Today I called again and again received the worst offer.

 

I have 4 contracts with O2 (3 DSL and 1 mobile) and am a very very good customers for many years. I found it totally unreasonable that I will not get what I was promised. On top of all this, I see on your website today a price of 19.99 for the 1st year and 29.99 for the second year for 100Mbit. The agent told me today that this is only for new contracts, and my contract is not new. That means that I, as a loyal customer, get a worse price than a new contract? This is not acceptable.

 

I am canceling the mentioned contract today and giving the 30-day notice. I would be happy if someone can contact me back with the offer I was promised.

 

Thank you.

Dear @Sagi_Guy ,

welcome in our community. 🎄

I just took a look for you. I see a new contract for that address that should start on December 27th and a deactivation of your old one on December 25th. So you won’t have Intertnet by landline on Christmas. 😕

You shoud have received a letter from us on November 30th:

“Currently, all lines at your location are occupied. After checking the specified previous tenant data,
you yourself occupy the line until December 25, 2022, at which point we can reserve a new line for you.
reserve a new line for you.”

I see the booking failed, I think it is because you did not accept the offer. But your current contract is still terminated to December 25th!

The offer in on the website is for new customers. They do not apply to existing contracts. If you are not satisfied with the offer, you can revoke it within 14 days. You must also revoke the already registered cancellation so that the Internet is not switched off.

You can’t get a combination benefit (that were the 10 euros discount in the first offer by phone), because this contract ist the only one on that account (because you have so many DSL contracts).

If we should make a new offer for you, the discount is somewhere between the 5 and the 10 euros. I am not authorized to name the price publicly here in the o2 community. You would get an email from us with that offer. Do you like a Homebox 3 for 3,99 euros a month or a FritzBox 7590 AX for 6,99 euros a month?

Kind regards,

Andrea

Hi Andrea and thank you for the response!

 

I already got a good offer from customer service (after I wrote the original message here). And yes, my current contract terminates on Dec 25th and I have a new contract starting on Dec 27th.

 

Can you just make sure that everything is fine with the new contract? I didn’t understand what you said about the booking failed. I did accept the offer and got a confirmation (I did it over the phone with an agent). I am also supposed to get a new router to this address.

 

Thank you.

Dear @Sagi_Guy ,

no, it is not everything fine. the order failed. Please call our activation hotline, because something went wrong there. I can't help you with that.
The offer you received is not really correct, since you sould't actually get a combination discount on a DSL tarriff. The only one which is justified is the mobile one.
I could only help you if the new contract is canceled and a contract extension is to be made. 😕

Kind regards,

Andrea

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