Hello all,

I have question regarding my recent situation. I became O2 member 7 days ago, and with recommendation of your staff, I accepted SEPA. Today, I arrived home, and I don’t have internet.
 

So, I visited O2 shop to see what is wrong, and they said “I have open unpaid bill”.
The amount 0,97 EUR. SEPA was not working or whatever happened.
 

Wanting to sort it out immediately, I sad I will pay here and there is 3,00 EUR fee for paying in the shop.
When I tried to do it with a card (don’t have cash ever), they said not possible, need to do pay with cash.

So I went to take money from ATM (which charged me 4,50 EUR) for taking 20 EUR.

Real costs: 0,97 EUR
Additional fee: 3,00 EUR
ATM fee: 4,50 EUR

Now, I paid 7,50 EUR extra for a bill which should be automatically paid.

How this happened? Please let’s clarify.

And yes, I cancelled now SEPA, as it seems it does not work.

Looking forward to your reply.

Thanks,
soe4

Hi @soe4 ,

sorry to hear, that you had so much trouble because of the internet connection.

What I can say for sure is that the data service has not been interrupted because of a bill.

The bill is already online, that is corrected, but is due on the 6th of October 2021.

From my point of view, there never was a barring in place. The outage may have been a local disruption of the service, the perfomance data for yesterday does show a higher workload as usual.

Again, I’m sorry for all the hassle the outage has produced. I hope the connection is now again usable and works as intended.

If something like that comes up again, please feel free to contact our englis speaking hotline to let them check the status:

Hello @o2_Kurt 

Thank you for your message, but still does not exclude O2 staff from responsibility to explain what is wrong, and not just to say “Internet is turned off even if you owe 1 cent” which obviously is not the case and leads to further costs.

I believe it’s fair to decrease 3,00 EUR from my next bill, and can see that as accepted as apology from O2 for having clumsy approach by the staff.

Also, during the last days I have constantly bad internet performance, every few minutes connection is off, and then on again which is causing real troubles. This is constantly like this every couple of minutes.

Kindly asking to check internally how to fix this, and do I need to assist you with anything. In the meanwhile, I will make sure to call English customer support next Monday for further clarification if needed.

Thank you for your time.

Regards,
soe4

Hi @soe4, 

I understand that the first bill may seem to be a bit confusing. 

When you look into your bill, you always see the deduction date on the first page. Please have a look here: My current bill

The deduction-date is the 6th October 2021. As you accepted direct debit, this is the exact date of deduction from your bank-account. Of course, as you payed the open amount now already, there will not be any further deduction for your current invoice. 

I regret that you had now so many costs as you wanted to pay cash in one of our shops. As it was your decision to pay in a shop, we are not responsible for any extra charges of your bank. Therefore, there is no reason for any credit. 

You may wonder why you have to pay 0,97 €. As it is your first bill, we only charged you for one day. The next bill will be for a complete billing-period of 1 month. 

You find also further information here: 

As you have accepted direct debit, you do not need to pay your open bills in a shop. We will automatically deduct the open amount from your bank-account. 

I hope that next time the deduction will be easier for you. 

Loving greetings,

Tobias

Hello @o2_Tobias ,

Thank you for your explanation.

To avoid similar problems, please disable SEPA from my account, and include sending original bill to my postbox, and/or via email, and I will take care of them myself.

Waiting for your confirmation.

Regards,

soe4

Hi @soe4, 

thanks for your reply. 

I fulfill your wishes. From now onward, please transfer the open amount of your invoice yourself. 

Loving greetings,

Tobias

Hello @o2_Tobias ,

I was confirmed there is no more O2 Home Spot boxes, though I’m waiting for one to come to collect?

Can you please confirm when can you dispatch?
Also, I was requesting 4,99 EUR/month Home Box, and not this new one which is 20,00 EUR/month.

Please advise.

Thanks,

soe4

@soe4 

there are two different devices to choose for My Home LTE:

• o2 Home Spot LTE: there is a monthly rental charge of 4,99 EUR. After you have cancelled the contract the device has to be sent back.
• o2 Home Spot 5 G: this is a purchase contract. The deposit is 19 EUR and the monthly installment is 20 EUR. The period of this purchase contract is 24 month. Finally the device is yours and you can use it with a any contract you like or you can sell it.

So which kind of contract did you request when ordering My Home M?

Greetings

Hello @o2_Manga ,

Regarding this option:

• o2 Home Spot LTE: there is a monthly rental charge of 4,99 EUR. After you have cancelled the contract the device has to be sent back.

Do I own the Home Spot after monthly rental is matching the value of the device?

For example: Value of the home spot is 200,00 EUR and after 40 months contract (4,99 EUR x 40) I own the home spot?

Thanks,
soe4

@soe4 

Unfortunately not. The rental device always remains our property. You pay for the usage this is not an installment in this case.

Greetings

Hello @o2_Manga ,

Thanks for the explanation. Could you please proceed with shipping one device to my address?
Not sure why nobody was informing me already (since 2 weeks).

Anyway, I would like to have this one:

• o2 Home Spot LTE: there is a monthly rental charge of 4,99 EUR. After you have cancelled the contract the device has to be sent back.

Also, I might provide different address (my office address) as well.

Let me know the next steps so we can arrange the details.

Thanks,
soe4

@soe4 

okay, I will arrange the shipping.

For the delivery adress please send a private message to 

o2_Support

Please quote your customer number and the details of the address. 

Greetings

Hi @o2_manga

Thank you, all done from my side.

Regards,
soe4​​​​​​​

@soe4 

thanks for the PM. 

I forwarded the request to the shipping department. You will receive an email confirmation within the next days.

Greetings

Hello o2 Team
I have ported my Lebara number to o2 through online and I got sim and I activated it but it is still not working. I went to munich shops they are not helping me. They are saying you bought it online we cannot do anything.
I am paying the bill from last 5 months and even tried to cancel the contract , not even got success in cancelling the contract.
What should I do I want to use it but cannot . Just wasting my money.
 

Hi @vinod165diwan, 

welcome to our English Community. 

Do I get you right that you like to port a mobile phone number to o2?

I see that you have a data-tariff. So, you only can use this tariff for mobile internet, not for telephone-calls. Therefore, what is the reason that you like to port the number to o2?

Loving greetings,

Tobias

I already ported my number to O2 but it is not working. 

Hi @vinod165diwan, 

thanks for your reply. 

In order to check what is going on with the porting to o2, I just need some more details. Therefore, I have just written a private message for you under @o2_Support. Please reply there to my request. 

Did you get any confirmation concerning the porting?

Loving greetings,

Tobias

Hi @vinod165diwan, 

thanks for your details under @o2_Support. 

Unfortunately, we did not get any porting order from Lebara.

Did you already get a confirmation from Lebara concerning the porting?

I suggest that you contact Lebara again. 

Loving greetings,

Tobias

Hi @o2_Tobias ,

From 01.03.2022. my project in Germany will be completed, and I will return back to non-EU country.

Please confirm how to proceed regarding canceling existing contract and returning rented equipment?

Thanks,
soe4

Hello @soe4,

thank you for your request in our community!
You can find all information on extraordinary termination due to moving abroad here:

Which equipment would you want to return accordingly?

Kind regards

Jessica

Hello @o2_Jessica ,

Thanks for your reply. I just need to return the router, and that’s it.

Other than that, to cancel the current services I’m using with 28.02.2021.

Regards,
soe4

Hi @soe4,
glad that @o2_Jessica could help you further. To return the Homespot, please use our return portal.
Where to go back to?
Kind regards
Larissa

Hello @o2_Larissa ,

Back to Bosnia and Herzegovina.

Regards,
soe4

Hello @soe4,

thanks for your feedback. Have you already submitted your cancellation?

Please let us know if your have any further questions.

Best regards

Giulia