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I extended my contract but the phone order was not placed. How can i change this?

P
Rang
Benutzerebene 1

Hi there,

 

I extended my contract and chose the Quest 3 to go along with my contract since I want to continue using my existing phone. However, the extension went through and the price looks good but the Quest 3 was not added to the order? If I want to order it now, its much more expensive than it was when I went through the extension process. Can someone from o2 please assist? 

 

Thanks 

 

Phil

 

o2_Giulia, 04.03.2024, 15:17: verschoben von O₂ Mobilfunk: Vertrag & Tarife zu English O₂ Community: Mobile

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Lösung von o2_Maren 18 March 2024, 19:11

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26 Antworten

o2_Sven

Hello @PJG90 ,

do you have any screenshots or documents concerning the Quest 3 since generally the price for hardware always stays the same while the mobile contract can receive a discount from ordering a hardwre at the same time.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
P
Rang
Benutzerebene 1

Hi there, it appears the Quest was not present when I confirmed the order... I think it got removed during the checkout process? Maybe out of stock and then not available? 

As for screenshots? I don't generally make screenshots of orders during checkout phase. Is there any way I can change my contract back and then reorder with the correct hardware for the right price  - with the current method it's almost 10 euro more. 

o2_Sven

Hello @PJG90 ,

you can withdraw from the contract if you are still within the normal time frame of 14 days since you ordered the change. After that has been processed you’d then be able to once again extend your contract as part of an offer.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
P
Rang
Benutzerebene 1

Could you perhaps assist with this? My German understanding is not fluent and I’d end up buying a car or something…

Edit o2_Cora 08.03.24: Quote removed

P
Rang
Benutzerebene 1

Hi there, as this has a 14 day cancellation period - I am concerned time is running down, is there any chance you could assist me with this process so I can place the correct order?

Thanks

bs0
Rang
Benutzerebene 7
Abzeichen +7

Send an email to widerruf@cc.o2online.de with your customer number and mobile nunber in which you state that you would like to revoke the extension of your contract from [date]. You should immediately receive an automatic confirmation of receipt but it might take a while for o2 to process.

In einem Diskussionforum werden Meinungen ausgetauscht. Meine Beiträge in diesem Kunden-helfen-Kunden-Forum stellen meine persönliche Meinung dar.
P
Rang
Benutzerebene 1

I have sent the email expressing that I wish to revoke the change. However, I could not seem to locate my customer number since the app is no longer displaying invoices any more.

I included my full name, telephone number that im using for o2 and hopefully should go through.

I just hope someone here is able to confirm that the process has been started,

Thanks

Edit o2_Cora 08.03.24: Quote removed

P
Rang
Benutzerebene 1

Hello @PJG90 ,

you can withdraw from the contract if you are still within the normal time frame of 14 days since you ordered the change. After that has been processed you’d then be able to once again extend your contract as part of an offer.

 

Kind regards, Sven

Hi Sven,

 

Could you confirm that the process has been started? I am worried about running out of time and being stuck on the new plan. I understand I have the 14 day period to cancel due to it being an online order. Could you please confirm this so I can actually re-select the term and contract I actually intended.

Thanks

P
Rang
Benutzerebene 1

Still no further reply from o2 on the email regarding cancellation of the new contract to roll back and no confirmation here… I’m beginning to think they want to run down the clock here. I’m seeing plenty of o2 replies in these forums but mine just being ignored.

Please, can someone from o2 verify they have received my cancellation request?!

P
Rang
Benutzerebene 1

I am now beginning to think o2 is actively ignoring me. Can someone please confirm the cancellation???

P
Rang
Benutzerebene 1

Still nothing.

 

This is actually starting to concern me now. Can someone please help me?

P
Rang
Benutzerebene 1

So the contract has been reverted. But now I want to change to the correct one - and the one I JUST downgraded from is now 10 euro higher? Are you kidding me o2?

 

If you think I’m going to take a new contract for 70 euro, you’re joking.

o2_Giulia

Hello @PJG90,

please excuse the late response. Unfortunately, your post slips back with every new reply.

Your contract extension has now been cancelled.

We can look for a suitable new offer for your contract extension if you agree. Please note that contract extensions here via the community can take a few days.

Please let us know the details that you want, i.e. the tarif and the hardware model.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
o2_Maren

Hello @PJG90 🙂,

I'd be happy to look for a suitable offer for you. I've seen that you want the Samsung Galaxy S22 Ultra, but unfortunately I can't offer you that.

You can find currently available Samsung devices here: Samsung

Which mobile phone would you like an offer with? Would you like to keep your o2 Free Unlimited Smart?

Kind regards, Maren 💙

Willkommen in der o2 Community! 💙
P
Rang
Benutzerebene 1

Hello @PJG90 🙂,

I'd be happy to look for a suitable offer for you. I've seen that you want the Samsung Galaxy S22 Ultra, but unfortunately I can't offer you that.

You can find currently available Samsung devices here: Samsung

Which mobile phone would you like an offer with? Would you like to keep your o2 Free Unlimited Smart?

Kind regards, Maren 💙

Ehm, not sure where you saw Samsung S22 Ultra - that is the phone I currently have and wish to continue using which is why I selected the Quest 3. 

The contract has been reverted correctly however I cannot place an order for a contract extension over the app. I would screenshot the error message I get when confirming the order but, alas the o2 app says screenshot are not allowed... 

Basically I just want to place my order through tbr app for the price displayed and be done with it. But the o2 app or service seems to be fighting me at every turn... I even ordered Samsung earplugs to see if that would work, which it did. 

So why isn't the contract extension working? 

o2_Maren

Hello @PJG90 🙂,

you say that you can't renew your contract online yourself? What exactly did you have in mind? Then I can send you the renewal offer.

Kind regards, Maren 💙

Willkommen in der o2 Community! 💙
P
Rang
Benutzerebene 1

Hello @PJG90 🙂,

you say that you can't renew your contract online yourself? What exactly did you have in mind? Then I can send you the renewal offer.

Kind regards, Maren 💙

 

P
Rang
Benutzerebene 1

Hello @PJG90 🙂,

you say that you can't renew your contract online yourself? What exactly did you have in mind? Then I can send you the renewal offer.

Kind regards, Maren 💙

This is what I’m trying to book -

 

P
Rang
Benutzerebene 1

Okay o2,

 

it’s now gone on long enough. It’s time to fix this issue for my account. It appears something is wrong with my account personally, since I have a colleague who, just yesterday sat next to me and upgraded her contract AND a new device with NONE of the issues I am facing.

 

Fix it. It’s been long enough now. I’m very close to cancelling all services with o2 and moving to another provider.

o2_Maren

Hello @PJG90 🙂,

I have noticed that your my o2 account shows a discount of €22, but when I create the offer, the maximum discount is €19. I'm afraid that the offer may have been entered incorrectly in your my o2 account and therefore cannot be booked. I have now sent you the offer so that you can check it at your leisure.

I understand that the wait is annoying. Please understand that the forum is not a traditional support channel, so it may take some time before you receive a response. If you don't want to wait, that's fine too, but then please turn to another channel. Contact

The offer is valid for 8 days, so please take the time to check it carefully. If you are not happy with the offer, please let us know what can be changed.

According to the transparency regulation, I would like to refer you to our "product information sheet", which lists all product details without discounts.

Best regards, Maren 💙

Willkommen in der o2 Community! 💙
P
Rang
Benutzerebene 1

Please clarify the total monthly cost if this is 44 euro or 64? 

 

As for the discount, it does show 22 on my end but, at this rate I'm not going to argue. 

 

Thanks again

 

Phil

o2_Maren

Hello @PJG90 🙂,

Thank you for accepting the offer. I'd be happy to explain the details to you:

Your tariff, o2 Unlimited Smart, normally costs €42.99 without the discount. With the €19 discount, you'll only pay €23.99 for your tariff.

In addition, you have taken out the instalment contract for the Meta Quest 3, 512GB, in white for 36 months at a price of €21 per month.

The instalment payment and the tariff are debited separately with their own customer numbers. Together you pay €44.99 per month for both.

I hope I was able to explain it well. If you have any further questions, please don't hesitate to ask.

Kind regards, Maren 💙

Willkommen in der o2 Community! 💙
o2_Maren

Hello  @PJG90  🙂

Oh, I almost forgot, you also pay €5.50 per month for the SAMSUNG GALAXY BUDS 2. 
In total, you'll pay us €50.49.
I hope everything is clear now.

Best regards, Maren 💙

 

Willkommen in der o2 Community! 💙
P
Rang
Benutzerebene 1

Hello  @PJG90  🙂

Oh, I almost forgot, you also pay €5.50 per month for the SAMSUNG GALAXY BUDS 2. 
In total, you'll pay us €50.49.
I hope everything is clear now.

Best regards, Maren 💙

 

Thanks for clearing it. Much appreciated!

P
Rang
Benutzerebene 1

The package has been shipped, could you provide a tracking number? 

 

Thanks 

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