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I switched from Lidl to O2 in October 2023 at your Schwandorf shop, primarily for the advertised 200€ porting bonus. During my visit, I had a detailed discussion with the representative and selected the Unlimited Basic plan. I was assured that I would be eligible for the bonus with this plan and that the porting process would be handled smoothly by O2 without any need for me to contact Lidl.

Despite my frequent follow-ups at the shop over several weeks, the porting of my number was delayed. The staff repeatedly informed me they had contacted O2 regarding the issue, but my number was only ported in January or February 2024—far beyond the required 4-week window to qualify for the bonus. I am unsure whether this delay was resolved due to my multiple calls to O2 customer care or through the shop’s actions.

Additionally, I had specifically requested the Unlimited Basic plan, but I have been placed on the Unlimited Smart plan. Despite informing the shop about this mistake, they have not resolved it and only mentioned that they would contact O2.

Before making the switch to O2, I carefully calculated my costs based on the Unlimited Basic plan and the €200 Wechselbonus. To date, I have not received the bonus nor any updates on the plan correction. I have also checked both the My O2 app and the website for further details but found nothing.

Could you please clarify why these issues occurred and guide me on how to resolve both the missing bonus and the plan correction?

Thank you for your attention to this matter.

what were the reasons why the porting was delayed? If you have the wrong tariff, the o2 shop is your contact.

I really don’t know why, the shop was the first thing I went, they said they will request this issue maybe to the head office in Nuremberg or so, but there was no update to this. Maybe I should write a letter to that office.

Edit o2_Kathi 25.10.24 Full quote removed

The o2 shop has to clarify this with dealer support. If they don't do this, I would recommend a written complaint to the dealer. You can send them via the contact form.

https://www.o2online.de/service/kontaktformular/

Thanks, I will check it out.

Edit o2_Kathi 25.10.24 Full quote removed

Hello @Revogeo,

could you already send an contact form to us where you requested our colleagues to take a closer look into the reasons for the long time the porting of your number took?

Best Regards,

Gerrit

 

Hello @Revogeo 😊
Some time has already passed here. I hope that you have received a solution & answer to your contact request? Feel free to contact us again here if you like.
Kind regards, Kathi

Hi, I’m not sure which contact form. I had sent a request through this form https://www.o2online.de/service/kontaktformular/?_gl=1*1elwu52*_gcl_au*Mjc2NzA2NTMwLjE3MzA3MzMwMzU.

I only received a confirmation email and got a reply in 2 weeks. Unfortunately I will not get the bonus. But the contract which I requested for (Unlimited Basic) wasn't provided. As it said that the shop had sent for Unlimited Smart. I don’t know why that happened as I specifically mentioned I needed Unlimited Basic. The solution cannot be provided as the contract was mentioned as it is. Well I don’t understand how a wrong request can be made.

Edit o2_Kathi 12.12.24 Full quote removed

Have you filed a dealer complaint?

Hello @Revogeo,

I am very sorry that your complaint has already been rejected by our customer service.

In fact, the o2 Unlimited Smart was ordered with your signature when the contract was concluded in the shop and the number transfer was not delayed by us.

Unfortunately, another complaint is no longer possible after such a long time.

I am deeply sorry that we were unable to find a solution for you.

Best regards

Giulia

Hi @o2_Giulia, thanks for the response. I know there is a digital contract in my O2 account. But can I actually see the copy of the document I signed? I had also requested this to the O2 shop but it never was sent to me.

Thanks!

Edit o2_Kathi 12.11.24 Full quote removed

@Revogeo 

please no full quotes, it will be confusing. Write in the answer field and use the @ sign + username if you want to address someone.

Hello @Revogeo 🙂
You can get the direct contract with your signature from the store there, would you like to ask for a copy of the contract again in the store?
Kind regards

Kathi 🍁

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