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Unable to confirm contract after ordering

M
Rang

Hello,

I’ve placed an order for an upgrade and a connection move, received the two emails (“Wichtige Informationen zu Ihrem ausgewählten o2 Produkt” and (“Angebot zu Ihrer Anfrage - Bitte prüfen und bestätigen”), but am unable to complete the purchase.

When I open the “Zum Angebot” link to review and confirm the offer, I’m presented with an error:

 

Dokumente nicht geladen!

Beim Anfordern der Dokumente ist ein Fehler aufgetreten. Bitte versuchen Sie es später erneut.

 

Clicking the button “Jetzt herunterladen” gives no download and the same error popup, though also adds the green tick message “Datei wurde erfolgreich heruntergeladen”. However, trying to proceed with the order gives me an error saying I need to download the documents.

 

I’ve tried the page with three or four different browsers, and also on desktop and mobile and using a couple of different ISPs, so any assistance would be appreciated. Thanks!

12 Antworten

o2_Sven

Hello @Mike W ,

welcome to the o2 Community 💙.

How “old” are the offers that you have received? The offers that are send out nowadays are only eligible for eight days, after that they expire. I’m sure we’ll be able to find a solution to this.

 

Kind regards, Sven

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

Hi @o2_Sven ,

Thanks!

The order was placed around the end of last week, I still have a couple of days before it expires according to the page.

o2_Sven

Hello @Mike W ,

I’ve sent out the offer to you again, maybe the second try works, and if nothing else this will buy us also some time as this pushes the expiration date of the offer back to 8 days from today. Please let me know if you are running into the same error or if you could successfully accept it this time.

 

Kind regards, Sven

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

Hi @o2_Sven ,

Just got the email through - same error unfortunately. The only thing I can think of that’s unusual with this order is that the connection move is to the same street address (just a different apartment).

M
Rang

Hi @o2_Sven 

Any update on this? I’d like to get this offer accepted ASAP as I need internet for WFH. I’ve found something vaguely similar to this situation on the forums -

but unfortunately no solution I can action from my end. Thanks.

o2_Kurt

Hi @Mike W ,

 

sorry for our delayed response! The service “Vertragsinhaberwechsel” is now fixed and should be usable again. Would you mind trying it again?

Best regards,
Kurt

Signatur :)
M
Rang

Hi @o2_Kurt 

Since the check on the order confirmation page for if the documents had been downloaded or not was client-side, and I’ve been spending a lot on mobile data in the meanwhile, in the end I used vue js devtools to change the local variable and be able to accept the order. The issue was the download button was linking a broken document SAL URL, so returned a 400 error instead of updating this local variable and letting me progress to ‘jetzt kaufen’.
The order should be being processed now - at least I’ve received further emails and a text saying my order’s being evaluated. If you could confirm that this is the case and this hasn’t stalled anywhere, that would be great, thanks.

Best,

Mike

o2_Andrea
Benutzerebene 7

Dear @Mike W ,

I am a llittle confused, my collegue o2_Kurt is talking about a change of contract holder, but we are talking here about a tarriff change, aren’t we?

There is an issue, that our landingpages don’t work for contract extinctions and tarriff changes at the moment. As you have already correctly stated, the necessary button does not work and therefore the order cannot be confirmed. We do not currently have a solution for this and therefore do not actually offer any contract changes.

I can see a port reservation for you on November 28th. So I think you have managed to submit your order somehow. 😉

Kind regards,

Andrea

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M
Rang

Hi @o2_Andrea

Thank you for your transparency here. The order was for both a change of address and simultaneous tariff change, but it was placed well over a month ago originally.

I appreciate your checking this.


This said, I’m sorry, but could I ask you to check the status of it once again? In the last few days, the entire migration seems to have disappeared from my O2 home portal after I requested an earlier installation date from the online page. I’m located in Berlin, I’ve received texts asking me to phone SSF to arrange a line installation date (Nov28th, I assume is a default?), but I’ve tried to call them multiple times (always they’re engaged) and I’ve given callback details and never received a callback. I’ve received zero communication about router shipping either.

Can I get a candid ETA on an internet connection, or if it will actually happen?

I’m worried to even cancel my old connection at the moment, despite it having been inaccessible for weeks (and by now it ought to have been cancelled by migration!) in case cancelling it loses my loyalty bonuses I’ve accumulated from prior DSL, and I need to restart the connection moving process.

The reason I didn’t switch to another ISP is my accumulated loyalty here, but estimating two-months after my initial request for a connection transfer (within the same address! Where I know you know you already know you have 1000Mbit capability), and then a lot of uncertainty and lack of communication around it is just ludicrous.
I work in the tech industry. This is my livelihood. Please, be candid with me:
 - Is the contract I signed for 1000Mbit in my new Vorderhs. apt still underway?
 - Can I anticipate it to be set up before the end of November?
 - Is there any way I can make that happen faster?
 - Can I cancel my previous contract, without losing any of my bonuses in case I need to start this process again?
 - If there’re any further delays, can you send me over a mobile router or something?

o2_Matze

Hi @Mike W 

I'm afraid there is currently a problem with the tariff change /connection
All orders are currently canceled for the changeover, as the last orders always resulted in an error. A question about this: Are you really moving? Or do you still live in the same apartment and just want to upgrade your tariff?

 If there’re any further delays, can you send me over a mobile router or something?

That is not possible, but you can order an o2 Testkarte online, which is a simcard for free (free shipping and no monthly fee) which runs 30 days with unlimited data. It was invented for users who wanted to become o2 customers but wanted to check our mobile connection first before signing a contract. This simcard in a smartphone which has a mobile hotspot option could be used as an interim solution till your landline connetion works.   

I would suggest that you get back in touch with our colleagues from english speaking hotline to discuss how to proceed.

Best Regards 

Matze 

https://g.o2.de/wcr
M
Rang

Hi @o2_Matze,

Thanks for clarifying. I got a call yesterday, but had to request a callback from the english speaking team, so hopefully that happens relatively quickly.

I’ve moved to a different apartment (at the same address), and also wish to upgrade my tariff at the same time.

Best,

Mike

o2_Matze

@Mike W  Thanks for the explanation, now it makes sense, I was a bit confused for a sec that the address itself won’t change, but that can now be explained by moving in the same house. (have been there by myself in the past, best move ever, no stress, just getting one moving box per day across the floor to my new appartment so no hurry no rush everything very relaxed 😄)

Kind regards Matze  

 

https://g.o2.de/wcr

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