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New "Free Unlimited Max" order has not been processed


Benutzerebene 1

Hello,

I placed an order 7 days ago for “Free Unlimited Max” without device. So far, I only received a confirmation email!
What is the processing time? How long till I get the new sim?
Thanks in advance.

Regards,

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Lösung von o2_Kurt 25 June 2022, 20:05

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35 Antworten

Benutzerebene 7

Dear @fintach ,

welcome back to our  community. 🐞

I am sorry, but I can’t find an order in your customer data. Did you order it as a partnercard when logged in with your DSL Tariff? Or alone?

Where did you order it, online, by hotline or Shop?

Kind regards,

Andrea

Benutzerebene 1

Thank you for your prompt response, Andrea,

the orderID is xxx550.

Edit by o2_Andrea: Auftragsnummer editiert - Datenschutz

Benutzerebene 1

Hi @o2_Andrea, is there any new updates on my order?
I received today a reminder to active the sim card which I never received. I’m also a bit worried as my request to carry on my old phone number has not been processed as well.

By visiting to the https://www.o2online.de/ecare/bestellstatus/ link under my account, I don’t see my order details.

Please advise.

Thanks in advance!

Benutzerebene 1

Hello,

Following up regarding my previous question since I didn’t hear back for the O2 team.
My order has not been processed yet, I can’t see it under my orders, and the status link is not working.
Also the request to move my phone number has not been processed as well!
Shall I create a new order? What shall I do?

Thanks!

Benutzerebene 1

Update: I have canceled the order over the O2 hotline and created a new order. I hope it works this time 🤞

Benutzerebene 7

Dear @fintach ,

this is a public forum, please do not write any personal data in your posts, these are visible to all! I have changed it accordingly.

Was the address you gave correct? This is where the SIM card should be sent by post.

Kind regards,

Andrea

Benutzerebene 1

Hi Andrea, the address was wrong although I setup a delivery address different to the billing.
We had to cancel the order and create a new one.

May I know at which stage the old phone number will be ported from the previous provider? Because for the previous order nothing has been changed.

Benutzerebene 7

Hi @fintach ,

 

thanks for the Update. The order is also visiable to us this time. The Porting of your old number should start a few days after the activation of the SIM-Card 😊 Please contact us here again, if new questions come up or if you have an update regarding your order 😊

Best regards,
Kurt

Benutzerebene 1

Hi @o2_Andrea,

It looks like we are having the same issue as the previous order. The sim card was delivered to the billing address instead of the delivery address. Something wrong with the process at O2 when ordering with different address from the billing. Is there anything I can do to fix this issue and send the sim to the correct address without going back and forth? Maybe eSim if available?
I’m planning to move all my contracts to O2 but with this slow process, it’s going to be very stressful.

I also noticed again that the order details/status is not visible under my account:
 

 

Benutzerebene 1

Quick update, I received the sim finally 🤩

Hello @fintach , 

thanks for your update! These are good news 😊

Maybe there was a mistake with the adress because the sim is delivered like a normal letter and the letters usually arrive at your contact adress and not your delivery adress.

I am glad that your sim-card finally arrived!

How is your tariff? Are you happy with it? 😊

 

Best regards 

Manuela

 

Benutzerebene 1

Hi @o2_Manuela,
Thanks a lot for the follow up!
This sim card (tariff) is working perfectly now and so far happy with the speed.
I’m waiting for the number porting which will happen in the next few days 🤩

I have on final question regarding the second free sim card order. When I’m in the process of requiresting it I noticed the one time fee (which as I understood it will be refunded later), and the monthly fee of 10€. Is the latest applicable or it will be also 0€/month?

Thanks again!

Benutzerebene 7

Dear @fintach ,

sorry for the delay at the response here. 😕

What do you mean with second free SIM-card? The o2 Free unlimited Max has no connect option, that means you can order up to two more multicards, but they will cost 10 Euro a month extra each an and there is a one-off connection fee.

Kind regards,

Andrea

Benutzerebene 1

Hello @o2_Andrea,
It looks like there is an issue with the payment. I opted-in to the 29,99€/month offer of Free Unlimited Max. However, I have been charged with the non-discounted price of 59,99€/month.

Please advise.

Benutzerebene 1

Here it is according to my contract

 

Benutzerebene 1

Hello, It looks like there is an issue with the payment. I opted-in to the 29,99€/month offer of Free Unlimited Max. However, I have been charged with the non-discounted/regular price of 59,99€/month.


Here it is according to my contract terms:
 

please let me know your thoughts.

 

Edit o2_Sven 02.08.2022: Merged topics together

Hello @fintach ,

do you have a second contract with o2 that enables the Kombivorteil for the contract that you ordered? Both contracts also need to be on the same bill for this to work, so if you have two contracts but run them on different bank accounts that would also keep you from being able to make use of the Kombivorteil.

 

Kind regards, Sven

Benutzerebene 1

No, it is only this contract. It is also showing the Free Unlimited Max only on the invoice. I have other invoices for separate devices-related contracts which are clear and straightforward.

Benutzerebene 1

I believe this is a technical mistake during my Free Unlimited Max account setup because I had an ongoing changes and follow ups related to a previous issue with the order.

Benutzerebene 1

@o2_Sven oh, I see you moved the conversation here to avoid duplication. However, the reason I initiated a new thread is because this thread’s initial issue was solved and no longer active, I believe :)

Benutzerebene 1

@o2_Andrea @o2_Sven, do we have any new updates? 🙂 thanks in advance!

Benutzerebene 1

@o2_Andrea @o2_Sven Hello, sorry for spamming, I just would like to know if anyone picked up my case and investigating it!
Thanks for your understanding! :)

Benutzerebene 7

Hi @fintach ,

 

the contract was ordered as a Free Unlimited Max with the Kombi-Vorteil. Since there is no second contract, the benefit could not be activated after the eligibility check. There is no technical issue, I’m afraid. Without a base in form of a different tarif, which enables the Kombi.Vorteil, the Benefit cannot be activated 😐

Best regards,
Kurt

Benutzerebene 1

Hi @o2_Kurt, thanks for the clarification. I think it was miscommunication and misunderstanding during placing my order. I have been told over the phone that I was eligible for this offer.

Is there anything we can do? Maybe downgrading my contract to a lower priced plan?

Thanks for your understanding!

Benutzerebene 7

Hello @fintach,

I am very sorry, there must have been a misunderstanding when the contract was concluded.
Unfortunately, we cannot simply reactivate the combination discount. In the cancellation instructions etc. that you received, everything is stated accordingly with regard to the fact that the discount is only retained after checking if there is a justified initial tariff.
However, I would be happy to check whether it is possible to change to a smaller tariff. Which tariff would be interesting for you?

Kind regards
Jessica

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