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I am currently facing 4 problems and need some help/answers for:

 

1 - (Super Urgent) On the Mein O2, I can’t see information about my DSL contract. It’s not even showing in the bill, but 34,98€, which I assume are referent to the DSL, are taken from my account every month. I think it’s because it’s a different contract, nevertheless my contract was meant to cost 5€ in the first months and then 19,99€. I would like understand this and have access to DSL information. It has become a bigger problem because I want to reconfigure my router, I don’t remember password and if I reset the router will need the DSL data that I can’t get anywhere. On top of the high price than on the contract my DSL is always slower than 15MB/s, which for the price is ridiculous. 

 

2 - (Minor) I was literally scammed/tricked on one of your stores 5 years ago, when doing the DLS contract I also signed an O2 Blue Data S which I did not want, don’t even have the card, and as far it concerns me was never used, at least by me. Still I have been paying for this 1GB non existing card during these years. I can see online the usage is always 0, and I am not even sure if this card exists or was ever activated. I never even wanted it, and I tried to cancel it 2 times during these years, I send a physical letter, but I guess it was ignored or never received. It keeps comming on my bill, it’s less than 10 euros per month (which is a small problem on the overpriced bill I get from you every month). However is ridiculous, to pay for a service that I don’t have and to have already spend hours trying to cancel it. Last week, I tried to cancel it online again and did the required phone call, and got the answer it will be cancelled. On the Mein O2, it says the contract will terminate next year. Hope it does, however, I still find ridiculous that O2 makes a long time client pay 11 months on top of years of a service/card that the client does not have.

 

3 - (Urgent) Some months ago because the Home DSL provided also by you was constantly not working, I had to use all my mobile internet and add a Surf Upgrade L. On the website it was stated that I could cancel it on the website at any time. Couple months after when I tried to disable it, it was gone, and everything on the website Mein O2 show as this Surf Upgrade L does not exist anymore, I called and was said I don't have it anymore. Now I realised that it still comes on my bill every month, I am still paying this Surf Upgrade L. On the website Mein O2 said I could cancel it at any time with a click. Maybe it was like that in the past. Please tell me where that option is because is again sounding like it was either a lie or scam to make people activate, forget about it and keep paying. In any case, I would like to know how can I stop it.

 

4 - (Urgent) My 2 Handy plans are incredibly overpriced Blue All In L (2015) and Blue All In L. They have 3GB and 5Gb of data allowed and I pay around 90€ per month for both (and supposedly with a partner discount). In a nutshell, compared tho what you advertise I nowadays, I pay the most expensive plans and get offered the cheapest. 

 

 

Overall, I am paying more than 130€ monthly, for slow internet DSL (less than 16Mb) and 2 mobile cards with limited internet (less than 6GB). My feeling is that the longer you stay with O2 the worse you are treated. During the last 5 years, I pay a total of approximately 9.000€ for really bad home DSL and average mobile connectivity and terrible service. When I moved my home DSL took 6 months to be installed with some weird failed attempts, and me paying for it beforehand. 

The sad part is that at your stores, and by phone call the English support becomes 0 from the moment that you already sign the contracts. Because to make you sign a contract they will speak English. Adding to the language barriers problems are solved slow. I have the feeling that the problems with my home DSL were only taken care because my boyfriend which has few thousands of twitter followers start complaining. He got fast replies on twitter from O2, and at that time O2 even gave us free mobile internet until all problem was solved. 

 

I would be happy to have a faster response to the problems stated above.

Best regards,
Luísa

 

Edit o2_Bianca: transferred to English community

  1. you have to register your landline number for meino2 also, to see the bills
  2. your data s has a number, send cancellation letter for this card number
  3. Check your bill, a moderator will cancel it, if it is still active
  4. in Germany it is usually that a mobil Plan has benefits only for 2 years, after that you have no benefits else you do a prolongation for again 24 month, than you can get one of the new tariffs and new benefits, so check out the tariffs, and post here, which one do you like. A moderator, will send you an offer via mail.

Thank you for your answer @Denner. Ideally would be:

  • O2 Free S
  • O2 Free M Bost

For each of my sim cards.

Hi @o2_Dennis 

 

 

kannst Du ihm ein Verlängerungsangebot machen? Denke anhand der Überschrift geht das sonst unter.

I called the support to deactivate the Surf Upgrade L, and now received a mail saying that my contract changed and the Kombi-Vorteil was removed.

So, I will probably pay 10€ more next month and nothing changes. 

50€ per month for normal mobile service and only 3GB internet per month. 

And on the phone, no one speaks English, even a cheap restaurant has English speaking water. I do the effort to talk in German and get antipathic people that say “ahh but you have an old contract, the cheaper prices are only for new clients”, like the fact that I paying more than 7000€ to O2 in the last 5 years, means that I am dumb and I should be treated worse than new clients. 

I guess after cancelling the contracts on the web site if call the phone they will pretend they don’t understand me or something similar.

This working practices, feel like bullying. I am impressed how O2 manages to retain customers in the long term.

@Luisa V. Did you know you landline number and the personal 4 digit security number from your o2 dsl contract?

Other thing. I strongly recommend an english speaken o2 Hotline too. You can write and vote here.

@Joe Doe yes, I know now. And I did vote for the English speaking o2 Hotline too.

@Denner I am not sure if @o2_Dennis did something on the background, but until now I received nothing. 

 

Hi @Luisa V.,

 

thanks for your messages.

 

I regret that you have the impression that you are treated unfairly.

 

I am happy to help you now.

 

Concerning your DSL-contract, you agreed to an extension for 24 months on 8th May 2020. The tariff-change into the tariff “o2 my Home M” will take place on 26th May 2020. As confirmed by e-mail on 9th May 2020, you will receive a discount of 6 € for the next 12 months beginning on 26th May 2020. This means that you have a basic fee of 23,99 € in the first 12 months and afterwards you will be charged with 29,99 € per month. I regret that there probably was a misunderstanding due to the language barriers.

 

Your DSL-contract is registrated at “Mein o2”. So, you should be able to see all the details of your DSL-contract.

 

Your data-contract “o2 Blue Data S” will be deactivated on 16th January 2021. This is the earliest cancellation-date. Until then you will be charged with 4,99 € per month.

 

On 5th May the deactivation of the Surf-Upgrade L was ordered. As the package has a cancellation-period of one month, the deactivation of the package will be on 4th June 2020.

 

Unfortunately, the 10 € combination benefit (Kombivorteil) was deactivated on 7th May 2020. I have now activated the 10 € benefit again. You will get the benefit within the next 24 hours again. Please come back to us as soon as you have received the next invoice. You will then receive a refund for the deactivation of the 10 € combination-benefit for the time between 7th-18th May 2020.

 

I am happy that you would like to receive some offers for your 2 mobile phone contracts. Did you already check online under the subject "Vertrag verlängern" if there is already an interesting offer for extending your contract for 24 months for you?

 

If you have any further questions, please do not hesitate to contact us in our English community.

 

Loving greetings,

Tobias

 

 

Thank you @o2_Tobias  I accept the current solutions for:

  • New DSL-contract ✅
  • o2 Blue Data S ✅
  • Surf-Upgrade L ✅
  • Kombivorteil ✅

 

Regarding the 2 mobile phone contracts, the only offers on the link are the L Boost and Max Unlimited, which actually offer much more than the 3gb and 5gb, but are too high price and again with the 24 months contract. If I extend the contract 24 months I would be interested on a cheaper offer, and I only need a bit more data volume then I have right now. Ideally would be:

  • O2 Free S
  • O2 Free M Bost

 

Regarding the Mein o2, I can now see everything under the same account. I think the account with the DSL and the mobile infos were merged or something similar. I actually happy to have them on under the same login. But the following things happened:

  • Before I could not see the DSL invoice, now I can’t see the mobile invoices. Maybe the future ones will show up? Is there a way to get the past ones?
  • I lost he access to this forum with my previous user name (@Luisa V.)  I think because my login on the forum was associated with the merged account, when I tried to write it asked me to login or register, after loging in, it asks me to create a forum account nickname and email again and but then obviously does not accept the email I used previously. (I am just reporting this bug, I used a different email, and don’t need this fixed.)

 

Thank you again @o2_Tobias 

Best,

Luísa

Hi @Luisa V. / @Luísa V,

 

nice that I could already help you.

 

I just checked now your 2 mobile phone contracts.

 

Unfortunately, I cannot offer you a downgrade to the tariff “o2 Free S Kombi”, but the tariff “o2 Free M Boost Kombi” is possible. A cheaper offer than “o2 Free M Boost Kombi” is not possible in connection with an extension for 24 months.

 

I have just sent some offers to you by e-mail. As you see, you have also the possibility to get a 50%-combination benefit for both of your mobile phone contracts. As the monthly fee is quite attractive, maybe it is of interest to you as well.

 

Included in the offer is also the package “o2 TV L”. You get the package 3 months for free, afterwards we only charge you with 4,99 € per month. Further details are shown here: https://www.o2online.de/tv-apps-zubehoer/o2-tv.

 

Pursuant to the decree of transparency I need to inform you about our tariff leaflets which you can download here: http://g.o2.de/travo. There you'll find all details of the product listed.

 

If you like to accept my offer, just click on the button “Vertrag verlängern” in your e-mail.

 

I hope the offers are interesting for you.

 

Loving greetings,

Tobias

Hi @Luísa V / @Luisa V.,

 

thanks for the confirmation of my offers. You took a good choice with the 50%-combination-benefit.

 

The tariff-change will be done within the next 48 hours. Afterwards, you will receive a tariff-confirmation by e-mail.

 

Thanks for your confidence.

 

I hope that this time our customer service was pleasing to you. If you have any further questions, we would be happy to welcome you back here in our English community.

 

Loving greetings,

Tobias

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