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Hi,

  I have an O2 contract for my DSL and another for my mobile. Unfortunately I have no internet and land phone service since the 20th of July (more than 1.5 months right now). I had to call the O2 customer care numbers (every day) to get an update on the issue. I had called both the English and German lines (089666630081 & 089787979400) for this from my O2 Mobile, since the land phone was out of service. Last month I got a bill of around 66 Euro (normally I pay 9.99 / month, I only have 50 minutes of free calls to other numbers), and I saw that O2 charged me for all the customer care calls (which mostly keeps you waiting for around 30 minutes on average).

 The customer care personal whom I talked to last month was kind enough to waive off all the calls which I made to O2 customer care regarding my DSL issue. Since the issue is still not resolved I have recievied another bill of around 102 Euro this month which mostly contains charges for the customer care calls that I made this month. I called up the customer care today regarding this, and they said that they doesn’t have access to the bill details and hence cannot waive of the charges (which happened last month without any problem). All they could do was to raise a ticket regarding this and I need to wait for 48 hours for an update. I expect the same thing next month as well, as I have called up many time this month.

Could you please confirm that O2 does charge their customers for calling their customer care from mobile? 

Thanks in advance,

Joe.

o2 do not charge for these calls specifically, but the number is an ordinary landline number, so if you do not have a flatrate to landline numbers then the call will not be free of charge, regardless of whether you call from a landline or a mobile.

Hi bs0,

 Thanks for the reply. So, does O2 provide a separate free customer care number to call from  mobile? Moreover in my case, my landline (which is also o2) is out of service since the last one and a half months, so I don’t have any other option.

I still think that, the calls to customer care numbers should not be charged regardless of whether the call is from a landline or mobile.

Joe.

Hi @JLPB ,

 

we have a DSL-Hotline for incidents (first contacts) which is free of charge, but that hotline doesn’t quite fit in this case, since the case is already open.

We can’t provide you with a number free of charge, I’m afraid. Have you thought about changing the tariff to one that includes a flat for mobile and landlines?

The ticket regarding the bill is still open at this point, it may take a few days before you’ll receive an answer from the billing department.

Is the DSL problem now solved or does the error still persists?

 

Best regards,

Kurt

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