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Feeling sad with O2 customer support

S
Rang

I am encountering a significant problem with O2. In November 2023, I transferred two numbers, one belonging to my husband and the other to myself, from Telekom to O2. Following a protracted and convoluted process with O2, I received confirmation that both lines were successfully transferred to O2. However, to my surprise today, I discovered that no one can reach me because O2 mistakenly assigned my husband's number to me and deactivated his line. Upon contacting customer support, they acknowledged the error and informed me that I have to wait for a week for the issue to be resolved. I am deeply dissatisfied with this customer support experience, and the representative on the phone seemed to make light of the situation, suggesting I visit a store center instead of calling. Seriously? If I had been aware of these complications earlier, I would never have switched from Telekom to O2.

 

Edit o2_Sven 25.01.2024/13:27: Moved thread from o2 SIM-Karte: Bestellung & Aktivierung to English o2 Community: Mobile

8 Antworten

S
Rang

Hi

 

I am encountering a significant problem with O2. In November 2023, I transferred two numbers, one belonging to my husband and the other to myself, from Telekom to O2. Following a protracted and convoluted process with O2, I received confirmation that both lines were successfully transferred to O2. However, to my surprise today, I discovered that no one can reach me because O2 mistakenly assigned my husband's number to me and deactivated his line. Upon contacting customer support, they acknowledged the error and informed me that I have to wait for a week for the issue to be resolved. I am deeply dissatisfied with this customer support experience, and the representative on the phone seemed to make light of the situation, suggesting I visit a store center instead of calling. Seriously? If I had been aware of these complications earlier, I would never have switched from Telekom to O2. Please advice and i am really sad with this process!

 

Regards

Dr Sara

 

Edit: o2_Senay 29.01.2024 10:15:00 - Merged with existing thread

S
Rang

Hi

I am encountering a significant problem with O2. In November 2023, I transferred two numbers, one belonging to my husband and the other to myself, from Telekom to O2. Following a protracted and convoluted process with O2, I received confirmation that both lines were successfully transferred to O2. However, to my surprise today, I discovered that no one can reach me because O2 mistakenly assigned my husband's number to me and deactivated his line. Upon contacting customer support, they acknowledged the error and informed me that I have to wait for a week for the issue to be resolved. I am deeply dissatisfied with this customer support experience, and the representative on the phone seemed to make light of the situation, suggesting I visit a store center instead of calling. Seriously? If I had been aware of these complications earlier, I would never have switched from Telekom to O2. Please advice and i am really sad with this process!


Regards

Dr Sara

 

edit o2_Gerrit: Double posting, answer in Feeling sad with O2 customer support | O₂ Community (o2online.de) /26.01.2024 / 13:05

S
Rang

Hi

 

I am encountering a significant problem with O2. In November 2023, I transferred two numbers, one belonging to my husband and the other to myself, from Telekom to O2. Following a protracted and convoluted process with O2, I received confirmation that both lines were successfully transferred to O2. However, to my surprise today, I discovered that no one can reach me because O2 mistakenly assigned my husband's number to me and deactivated his line. Upon contacting customer support, they acknowledged the error and informed me that I have to wait for a week for the issue to be resolved. I am deeply dissatisfied with this customer support experience, and the representative on the phone seemed to make light of the situation, suggesting I visit a store center instead of calling. Seriously? If I had been aware of these complications earlier, I would never have switched from Telekom to O2. Please advice and i am really sad with this process!

 

Regards

Dr Sara

edit o2_Gerrit: Double posting, answer in Feeling sad with O2 customer support | O₂ Community (o2online.de) /26.01.2024 / 13:59

o2_Steffen

Hello @Saraupm, am I understanding correctly that you found out the day before yesterday that the porting did not proceed correctly? Following that, you contacted our customer support, and the colleagues there have now initiated all necessary steps to ensure that the porting is correctly recorded in the system for you?

Subsequently, our colleagues informed you that this process might take about a week to be completed. Is that correct?

This means that we just need to have some patience until the processing is finished, right? 😊

Thank you very much, and also a big thank you to the colleagues who assisted you in this matter. Mistakes can happen, due to various circumstances, but what's important is that you were assisted, and now everything is on the right track. 👍

Best regards💙

Steffen

Du möchtest Tester oder Testerin werden um die aktuellsten Smartphones und Gadgets unter die Lupe zu nehmen? Wir suchen dich! => https://hilfe.o2online.de/testgeraete-8
S
Rang

How simply you are leaving comments here ! No it’s not right ! They have done another mistake and blocked another sim card just yesterday mistakley ! We are waiting for almost 2 month and wasting time because of non stops mistakes by O2! It has damaged my business ! Since I have no contact number since 2 days before and it will continue for 10 days😡😡😡And I am so sad for O2! I had written comments for your customer support and the guy is calling me today and talking very rudely why did I gave ZERo to him !this attitude is not legally accepted to access to my number from system and call me because of the survey !  Check the records and see how your staff are RUDE and without skills to support the customer! 

o2_Flo

Hey @Saraupm,

I'm sorry that you don't feel you're in good hands with us. Of course, that shouldn't be the case. We will certainly get it resolved! Unfortunately, porting always takes a certain amount of time and this is also advertised as such. 

The currently initiated porting should be completed on 1.2.24. Does this match your information?

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo
S
Rang

What makes me sad to d O2 mistakes for almost 3 month waiting ! How simply you are deactivation my personal number and assigning my housband number to my line without even have any reason for that ! And simply saying ;IT WAS O2 mistake we are changing the port ! And you should wait ! I don’t have my number for almost 10 days and all my business goes with that ! Feeling so sad for your service and I will never recommend you to anyone 

o2_Flo

Hey @Saraupm,

Unfortunately, I can only apologise for the incorrect implementation. What is the current status? Could the number be ported back correctly? Do you still need support? 

Greetings,
Flo

Lerne die Moderatoren kennen & stell dich selbst vor :) https://g.o2.de/o2_Flo

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