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Home spot not working

 I have recently got a home spot, but when I tried to activate the sim card it says that I haven’t confirmed the SEPA direct debit (see screenshot). I immediately contacted my bank but they say that there has not been any request for a direct debit to be set up. No money has left my account. How can I fix this?

I’m struggling to call the helpline as I don’t understand the prerecorded questions that are being asked (I’m new to Germany and my German is not very good yet) and the people on the live chat won’t help me unless I log in using my phone number (which I can’t do as I have a homespot, not a mobile phone or a landline). The O2 support people on twitter suggested I tried here. 

 

 

 

 

15 Antworten

o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

first of all, welcome to our forum. Nice that you have found your way to us. :-)

 

In order to help you with your request, I need your mobile phone number or your customer number and your four-digit personal customer ID/code. I'll write a private message from o2_Support to you.

Please get in touch with me again here in the post when you have answered the private message!

 

Do you have any questions about using our community? Then have a look here at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

 

Kind regards,

Andrea

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S
Rang

Hi, 

 

I have sent a reply to the message. The only number I could find to give you was the order number - where would I find the customer number and ID? I couldn’t see it in any emails O2 have sent me.

S
Rang

Hi @o2_Andrea could I have a response please? I bought the homespot for quick access to WiFi as I’ve already been in my apartment for 6 weeks with none and so far more than a week after it arrived I still have no WiFi. 

S
Rang

Still waiting for any sort of help! This is becoming quite urgent - I have been asked to work from home due to the corona virus outbreak and how can I do that when I have no WiFi??
I have had the home spot for almost two weeks now and I have had no internet and have been ignored by o2 through every channel in which I contact you. 

o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

I sent you another private message.

 

Kind regards,

Andrea

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o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

I can see that you have a foreign bank account listed with us. While it is true that bank details can be used within the EU, I am not sure if this might have led to a mistake in your case, as the UK is no longer part of the EU. I have already written to the specialist department this afternoon, but have not yet received any feedback.
If you cannot confirm the direct debit mandate online because the error message appears, please send us the completed form by post or fax immediately to the following address:

 

Telefónica Germany GmbH & Co. OHG

Kundenbetreuung Änderung Bankverbindung 90345 Nürnberg Fax: 01805 571 766**   Kind regards, Andrea

 

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S
Rang

Hi @o2_Andrea 

I have filled in and posted the form as requested. 

Sophie 

o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

we received your form and the bankinformation should be up-to-date now.

Does it work now or do you still have problems with the activation?

 

Kind regads,

Andrea

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S
Rang

Unfortunately I’m still getting the same error message when I try to activate the SIM card. 🙁

S
Rang

Hi @o2_Andrea 

whats the next step here? Can you activate the SIM card since it’s not working for me?

Like a lot of people at the moment I’m working from home right now, and this is nearly impossible without WiFi, so I’m really keen to get this sorted as soon as possible. 

o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

unfortunateley I don’t see a sim-card, so I can’t activate it. Before the first activation we can’t see any cards, just after it we can see new ones.

I’ll ask the collegues from the invoicing department whether they can do something. Else we have to open a technician ticket.

 

Kind regards,

Andrea

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S
Rang

Hi @o2_Andrea 

have you heard anything back from the invoicing department? It’s worth noting that still, no money has come out of my account. 
 

thanks 

 

Sophie 

o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

I just got a message, that your SEPA Direct Debit Mandate is now correct. Can you take a look if it is possible to activate the card? Else I have to open a technician ticket. :confused:

 

Kind regards,

Andrea

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S
Rang

@o2_Andrea 

 

its working!! Thank you so much. You have no idea how important this is to me - it’s been so isolating, doing the whole social distancing thing away from all of my family and friends, with no internet to contact them. 
 

thank you for all your help. 
 

Sophie 

o2_Andrea
Benutzerebene 7

Dear @SophieElizabeth ,

 

I'm glad to hear it. :grinning:

 

Best wishes,

Andrea

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