Mobile internet not working at all for new o2 sim

Hi @raag ,

thanks for your post! I’m sorry to rea, that the first week with your new contract caused so much trouble!

The data connection seems to have been restored by our tech department. Is the connection now available and usable?

Best regards,
Kurt

Hi @o2_Kurt ,

No it is still not working. In the app it is showing that the data is being used but i can’t even open a google page. Every time I call customer care for support they just send me from 1 person to another. Everyone has a different answer. Some say that they have raised a request and I will get a confirmation which i never get. Others say that I can’t even use internet on my Multicard, so what is the use of 40GB? Some say to install both multicards and datacards in every phone. Then why do you say that there are 10 usable sims. I just feel dumb to have ordered this contract.

I have also asked to cancel the contract because i don’t want to pay for a service which i can’t even use. But for cancellation as well for past 3-4 days they are just telling me lies again and again.

I am really frustrated with spending so much time and energy every day for a simple thing. Not a single person in your customer service tells the correct thing.

I really feel to have made a big mistake by entering this contract with o2. I really just want to cancel this contract so that I can finally live in peace.

Hi @raag ,

we can also see some usage, but the volume used is rather minimal. How is the reception? This is a sign that no barring is in place, but it doesn’t explain the low speeds, I’m afraid. I’ve set the data pack back to 0. Maybe give it another try, if you like.

Regarding the cancellation: we do have to distinguish between a regular contract cancellation and a withdrawal within the first 14 days after receiving the contract (Widerruf, as we call it in german). You have contacted us early enough for the withdrawal, a message has already been sent out to the correct department. According to the latest update, they’ll continue to work on this again asap. Your order is from the 19th of January, the first entry for the Widerruf has been made on the 31st of January. Therefore, you’ll all set. All that’s left is the deactivation of the contract and of course, the billing part of the matter (for which can surely stay in contact here, if you like).
 

Best regards,
Kurt

Hi @o2_Kurt 

Thanks for the quick reply. I really hope that it is properly cancelled this time. I have also send out a written signed letter to Telefonica Germany as well.

I have checked and I still can’t use the internet still. Neither on my mobile, nor on my watch. I have checked the reception and the multicard is working. I can do calling from it and receive calls but can’t use any internet.

BR Gaurav

Hello @raag,

I'm sorry for the trouble you had with your new contract and I can understand your frustration. The contract will be cancelled by tomorrow and all costs will be reimbursed. You have already received a confirmation via email.

Please let us know if you have further questions.

Best regards

Giulia