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​Dear Sir or Madam,

I am a customer of O2 since 2018. I currently have a cell phone contract “O2 Free S Boost” that I started in 2018. This one costs me 24,99€ per month for 3Gb of data. These days, the contract “O2 free S” is costing 19,99€ for 3Gb of data (https://static2.o9.de/resource/blob/583516/78f3d217b56a93a60942129465d42341/1_po_o2-free_s_2020_1.0-download-data.pdf). So 5€ less expensive. Obviously, I want to change my contract, keeping my current phone number. However, if I go to my online account and click on "Vertragsverlängerung", only more expensive rates are offered.

Also, if I call the O2 hotline, they tell me that it is not possible to have a cheaper tarif with my current contract. To get what I need to do (cheaper tarif+ keep the same phone number), the hotline told me I need to do an EXTREMELY COMPLICATED PROCEDURE :rage::rage::rage::

  1.  Send a PAPER letter in GERMAN to O2 saying that I want to end my contract, three months before the end of my contract
  2.  a few days before the end of my old contract, buy a prepaid card
  3.  A few days before the end of my old contract, fill out a form indicating that I want to release my phone number before the end of my old contract.
  4.  A few days after filling out the form in step 3, I need to contact O2 to tell them that I now want my old phone number linked to the prepaid card.
  5.  Call O2 to convert the prepaid card to a 2 year contract, with a cheaper price.

Is it correct? If not, can you please provide a clear procedure for changing a contract to a cheaper contract, keeping a phone number when you are already an O2 customer. By clear procedure I mean:

  •  links to the different forms that I have to fill out
  •  deadlines that I must respect for the different steps, to have the least possible overlap between all the contracts / prepaid card that I will have to open / close / buy.

I find it extremely annoying that such a simple request ends up being so complicated. I feel like coming to O2 from another provider, or leaving O2 to another provider is a lot easier to keep a phone number than it is to just stay with O2. Customer loyalty is not rewarded at all!

Related to my complaint, I would like to obtain the link to be able to evaluate O2. It might just be a wasted effort, but I still want to provide feedback directly to O2, so that my request can be resolved more easily in the future.

 

Thank you in advance for your reply.

Best regards

 

Edit by o2_Katja: Verschoben in unsere Englisch Community

If your contract was automatically extended in November 2020 then the earliest you can terminate it is November 2021. You can though simply extend the existing contract actively by two years from now and change your tarif. You would also keep your number. Note: This is not a new contract. If you enter into a new contract now you will pay for two contracts!

 

Dear Sir or Madam,

I am a little confused by this answer. Alpha Mary Skaria wanted to have a cheaper contract, keeping her current phone number. However, if I go to my online account and click on "Vertragsverlängerung", only more expensive rates are offered.

Also, if I call the O2 hotline, they tell me that it is not possible to have a cheaper rate with my current contract. To get what I need to do (cheaper rate + keep the same phone number), the hotline told me I need to do an EXTREMELY COMPLICATED PROCEDURE :rage::rage::rage::

  1.  Send a PAPER letter in GERMAN to O2 saying that I want to end my contract, three months before the end of my contract
  2.  a few days before the end of my old contract, buy a prepaid card
  3.  A few days before the end of my old contract, fill out a form indicating that I want to release my phone number before the end of my old contract.
  4.  A few days after filling out the form in step 3, I need to contact O2 to tell them that I now want my old phone number linked to the prepaid card.
  5.  Call O2 to convert the prepaid card to a 2 year contract, with a cheaper price.

Is it correct? If not, can you please provide a clear procedure for changing a contract to a cheaper contract, keeping a phone number when you are already an O2 customer. By clear procedure I mean:

  •  links to the different forms that I have to fill out
  •  deadline that I must respect to have the least possible overlap between all the contracts / prepaid card that I will have to open / close / buy.

Thank you in advance for your reply.

Best regards

 

edit o2_Tobias: transferred to this thread. Please do not write the same subject in different threads. 

thread before was: 

 

Hi @Goody Woody, 

welcome to our English Community. 

I am happy that you are interested in extending your contract for further 24 months. In order to check what kind of offers are possible for you, please let me know the data-volume that you wish to have. Would you also like to get a phone together with the offer? If so, please have a look to our phones: phones at o2

As you noticed, we do not offer the internal porting of your old number from one o2 contract to the other. But before we speak about gaining a new o2-contract, let me check what is possible for you. 

I look forward to your reply. 

 

Loving greetings,

Tobias

Dear @Goody Woody ,

we haven't heard back from you yet. Do you still need our support?

Kind regards,

Andrea

Dear Andrea,

I called your hotline. The answer your colleague gave me is that I have two solutions to achieve my goal (cheaper price than my current contract, for the same volume of data + keep the old phone number):

  •     More or less the procedure that I mentioned above

or

  •     Initiate the contract ending procedure in my online account. During this procedure, a specific phone number will be assigned to me (one that is not the general O2 hotline, because the general hotline does not have the power to do what will be explained later). After a few minutes, I should call this number and explain to the employee of that specific department what my request is. Then, maybe this employee can agree to give me a discount on my current contract. The result is that the old contract is extended (so the phone number is kept), but the price is reduced.

I followed the second solution. Now my contract is extended by 2 years, officially with a price of 19.99€ for 3Gb of data, but I have a discount of 10€ which also lasts for 2 years. This results in a price equivalent to the contracts currently offered online (O2 free S, 9,99€ for two years, then 19,99€).

Fortunately, such a possibility exists. But it takes a lot of investigation to find the right solution. Indeed, the official procedure for extending a contract (online or with the official hotline) is only to offer either a simple extension (which involves keeping the same price and type of product as the original expensive contract), or an upgrade (with, of course, higher prices…)

I congratulate the employee from the general hotline who had the patience to explain to me the two hidden solutions which would answer my requests. But I don't congratulate the O2 leaders at all for making things so complicated …

Thank you for keeping in touch with me

Best regards

Dear @Goody Woody ,

I am pleased that you received good advice on the hotline and that you were able to conclude a contract extension at the desired conditions.
If we can support you with further questions or problems, please contact us again here in the o2 community.

Kind regards,

Andrea

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