customer service in English

What is the reason you are not in Germany during this time? The contract can only be paused if you are away for work or education and you would need to submit proof of this.

Hi @bs0

I lost already 3 months without freezing it, and I will be off for three more months (at least) for work.
You can see it’s unactive, and unused for months. I only activated it when I arrived back for few days.
If you need proof, let me know which one.

Thanks,

I don’t need anything. I don’t work for o2, I was just pointing out the requirement in case you were not aware of it. I am sure one of the moderators will get back to you with a suggestion soon.

I just want it done, can’t do it anymore, really.

Hi @soe4 thanks for your post. But as o2_Sven already has mentioned, freezing a contract is only possible for mobile contracts like o2 free. For stationary contracts like dsl or hotspot contract it is not possible.

kindly regards
Michael

Hi @o2_Micha - Thank you for informing, clear now.

Dear @soe4 ,

if we can support you with further questions or problems, please feel free to contact us again.

Kind regards,

Andrea

Hello Support People,

I have made a bank transfer for my prepaid account.

I had send and sms 56656 and transfered the money to the IBAN (Telefonia Germany) mentioned but cant see my balance.

Your help will be appreciated

Thank you 

please use:

*105#

Hello @Vishalvp1980 ,

thank you for your post.
Have you been able to reach the English hotline yet, or can we here in the community help you with your issue?

Greetings
Michael

I was not able to get through the hotline, I also realise that while transfering the amount i didnt mention the phone number in the description, Can it be possible to refund the amount so that i can redo the process

Many Thanks

Vishal

Dear @Vishalvp1980 ,

welcome to our community. 🌫

If a payment cannot be assigned (because no number was given), the amount should be transferred back to the original account.

Kind regards,

Andrea

Hi all,

I was not using my internet (not a single MB) in the past 6-9 months, but I keep paying my bills.
Due to my business nature (traveling and not in the EU often), I no longer need to have my own internet subscription.

Is there any way to get my contract canceled or a partial refund for the paid service which was not used at all? Can you please check my activity in the past months?

Thanks

Hi @soe4 thanks for sharing your request regarding your contract with the community. 😊

What kind of contract do you have. Post- or Prepaid? 

A refund for not using a tarifplan is not possible, sorry. 

best regards 
Michael

Hi Michael,

I use that 5G home spot device, but due to the nature of my business I am not in the EU often.
You can see that in my reports.
I am not asking for a full refund, but something symbolic, like 3-4 months “free of charge” use due to this situation. I guess this could be fair approach, and in the end O2 cares about customers and PR :)

Thanks,
soe4

Edit: removed full quote, 05.04., 20.40 Uhr, o2_Micha

Hi @soe4 ,
sorry but when you are travelling abroad and not using the tariff plan it is up to you. 
If there is no reason which is o2 responsible for, we are not giving any refund. 

When you have any technical request or if there is something not working properly, you are always welcome. 

kindly regards
Michael

Hi @o2_Micha 

Thank you for your reply, it’s clear now. I was expecting a different reply, but I understand.

As I would like not to continue with O2 after my contract is expiring (this summer), can I already here request not to extend the contract when it’s expired? I don’t want any automation, even for 1 day.
If not possible here, please send me the email or contacts where I can do that.
Thanks

Edit: Quote deleted because post is a direct answer to the post written before, 11.4.23, 16.27 Uhr, o2_Micha

Hi @soe4 ,
thanks for your answer. 
Unfortunately it is not possible to cancel a contract directly here in the community. 
Please have a look to our article about how to cancel a contract. 
I hope it will help you. If there is any question left you´re welcome. 🙂

kindly regards
Michael

Hello,

I need help redirecting my payment. I made a bank transfer but sent it without a reference number and would like to top up my account. Is there anyway you can help me sort this mistake out?

Best regards,

Yasamin

Hello @Yasamin FF, welcome at our community. Nice to have you here. 😊

If the payment cannot be allocated, the amount will be refunded to the bank account from which we received it. I was happy to check whether the amount had been credited to your customer account, but unfortunately nothing arrived there.

The amount will be refunded to your bank account soon.

Kind regards Ines.

Hi Support team,

Hope you all are doing great!

For the last 2 months, I have been getting a higher bill amount than the original contract amount of 19.99.

In the invoice, it is mentioned against ‘Verbindungen & Services’.

My internet usage has been a lot less than what I’m allowed (as per the invoice itself) and this no. hasn’t gone into any roaming territory either so confused what these charges are for? Could you help me with this? Shall be happy to share my no. or the invoice in a direct msg if it helps.

I look forward to your help!

Hello @Tribhuvan 🙂

there are two different types of invoices, the normal monthly billing and an itemised bill.

In the itemised bill called “Einzelverbindungsnachweis” you will find the “Verbindungen & Services” (services, calls etc. which are not covered in a flatrate).

Best regards,

Michi

@o2_Michi thanks a lot! Found the problem, can see the charges are for some calls made to Switzerland.

Although my concern is solved now, and I thank you immensely for that, but since we're here let me ask you another question -

Are these charges applicable only because Switzerland is outside of EU or will similar charges be applicable to all calls made outside of Germany, even if it is within EU?

Hello @Tribhuvan,

thank you. 😊 

We have four different zones for international roaming. Switzerland is located in zone 2 which is not totally covered within your tariff. If you are in EU countries, it depends on your international roaming option included in your tariff. 

At our roaming site (https://www.o2online.de/service/auslandsoptionen/) you can pick any destination country (“Wähle dein Zielland aus”) and you will find the fees for each country. Your included option is “Roaming Basic 2018”, in which you can use your tariff in EU countries like in Germany.

Best regards,

Michi

The support here is brilliant, much better than what I had expected, thanks a lot again @o2_Michi!