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Hello, 

I have been contacted by O2 Sales team or Customer services they told your contract(Postpaid connection) is finished already and do you want to renew the contract. I told them no i don't want to renew the contract because i want to shift to Prepaid Connection. they were calling again and again and i told the same thing. And then the Customer services guy told me

“ i will order the new SIM for you and you can renew this contract (Postpaid). Once you renew you can use your new Prepaid Sim and can cancel the Postpaid contract. And i will order the Sim automatically your old number (Postpaid) will be port to new Sim Card (Prepaid). and i said Ok if that’s possible we can do it. “

They are really good once they are selling but they vanished after selling their SIM cards. I am customer of O2 for more than a decade now. I had to change the SIM card owner because of some reason to my friend and now she is also stuck with me. 

 

Now i have two SIM cards which i don't want, and the contract goes till 2026 for both the SIM cards 

Totally stuck i really need help. I don't know how to get out from this situation 

Any help or suggestion would be really helpful 

 

Thank you so much in advance 

Hello @coolbuddy ,

welcome to the o2 Community 💙.

Since it is only mentioned in the thread title, the contract that was made and that you do not want is not under your name, but someone else is the owner of that contract? That persion would have to withdraw from the contractextension. Since it was done by phone you have a period of 14 days in which one can still revoke the contract freely.

 

Kind regards, Sven

Yes but the 14 day period is over already. What else i can do. And what about the other SIM. I haven't activate it yet. Since i don't need it. 

Hello @coolbuddy 🙂

It all turned out annoyingly, I understand you. I have to ask more questions here. So you have signed a contract extension + a new contract?

Would you like to revoke both, but the cancellation period has expired?

Even if you have not activated the SIM card from a new contract, it will only be activated automatically after 21 days at the earliest.

The right of withdrawal has already expired, what exactly do you want now for both contracts?

When exactly did you complete the new contract + the contract extension of the existing contract with us?

Best regards

Kathi 🌞

Hello Kathi,

Q1: It all turned out annoyingly, I understand you. I have to ask more questions here. So you have signed a contract extension + a new contract?

Answer: I have told him Ok if its possible only then do it. He told yes its possible. If i would slightest idea what going to happen to me. I wouldn't even pick up the phone. Anyhow yes He extended the old contract and gave me the new Sim till 2026 both. 

Q2: Would you like to revoke both, but the cancellation period has expired?

Answer: Yes. For my old connection i just want to shift to Prepaid connection. 

Q3: Even if you have not activated the SIM card from a new contract, it will only be activated automatically after 21 days at the earliest.

Answer: Yes Its activated and without any reason i am paying more than previously i have paid. I am not even using the other Sim. 

Q4: The right of withdrawal has already expired, what exactly do you want now for both contracts?

Answer: I want to cancel both the contracts. 

Q5: When exactly did you complete the new contract + the contract extension of the existing contract with us?

Answer: Although in one call he activated everything. But for the old connection extension on 11-04-2024. And then after some days SIM came to me. 02-05-2024 for the new SIM contract. I just wanted to shift from Post to Prepaid. I am a frequent traveler to USA so when i am there i am not using my connection. I am using my USA number. 

I have tried to give the answers but if something is missing please let me know. 

Regards and Thank you so much in advance 

Hi @coolbuddy,  🙂
it would be best if someone took a look at your contracts, we need some personal data from you, I have sent you a private message from o2_Support, please reply there and then report back here in the thread.
Kind regards, Maren 🌼

I have replied you in the private chat. You can check. 
 

Thank you

Hi coolbuddy, 🙂
thanks for your feedback, unfortunately the number is not correct. If you have the correct one, reply to the private message.
LG Maren 🌼

Please check message. I found it 

 

Thanks 

 

Hello @coolbuddy, 🙂

You will now receive your Personal Identification Number in the post. When it arrives, you can tell us the correct number and we will be able to look at your contracts.

Kind regards, Maren 🌼

Hello @o2_Maren  @o2_Kathi  @o2_Sven 

Its been 18 days. I am still waiting for the letter but nothing came 

Thanks 

 

Hello @coolbuddy 🙂 
Your address has changed on your account and there is a 14 day hold before the code can be sent. 
Thank you for your PIN and PUK, we can only provide information with the code. I have now ordered the code to be sent again, as soon as you have it, please reply to the private message. 
Kind regards, Maren 🌼

Hello @o2_Maren, 

I am still waiting for the mail. Its more than 9 days now. Is it taking that much time ? 

 

Thanks 

Hello @coolbuddy  🙂
I'm sorry I can't help you any more. The forum guidelines no longer allow personal information to be requested. Please use one of the other support channels for further assistance:

• English Hotline: 089 66 66 30 08 1
• WhatsApp
• Chat
Support is available Monday to Friday 8 am - 8 pm, Saturday 10 am - 6 pm. 
You'll get the support you need there.

Best regards, Maren 🌼

@o2_Maren 

After all this waiting You are saying you cant help. Only for the code i had to wait more than two weeks 

If you can access everything whatelse you are looking for ? 

Hi @coolbuddy , 🙂

I know it's unfortunate that it's no longer possible to request the code via private message. My hands are tied and I can only ask you to use another support channel, sorry.

Kind regards, Maren 🌼

Can you atill guide me what should i talk about ? And how can i get rid of it ? 

Hello @coolbuddy, 🙂
As I do not have access to your account, I can only make a general statement. Of course it's inconvenient if you have 2 more contracts than you wanted. No contract can be booked without your consent, so the question is: did you agree to these contracts verbally or online via the landing page?
Did you receive a tariff confirmation for both contracts?
These two questions are important in determining whether you will be successful in your complaint. You can send us a written complaint and our colleagues will check whether the contracts were correctly concluded. 

Here is our address:
Telefónica Germany GmbH & Co OHG
Kundenservice
90345 Nürnberg

Kind regards, Maren 🌼

But the problem is not resolved why closing the discussion? 

Hello @coolbuddy , 🙂

Sorry, I can't help you as I don't have access to your account. Please contact support or send a written request to Nürnberg.

Kind regards, Maren 🌼

Ok Thank you so much for sending the letter to me. Please don't close this thread maybe i need to ask some more questions. I am trying to get other modes of help. Simply disastrous

Best 

 

 

 

 

Hi @coolbuddy , 🙂

I just gave you the address to send a letter to, I didn't send a letter myself.

The thread will not be closed. If we can help, we will be happy to do so. Please remember that this forum is not a support channel, but a place for customers to help each other and share information.

Kind regards, Maren 🌼

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