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Payments/ english Service/ wifi cancellation.

vor 1 Jahr
9 November 2022
16 Antworten
100 Aufrufe

User543276
Neuling
6 Antworten

Hi,

I have 2 contracts which are taken at the same time - 1 mobile contract and 1 wifi hotspot

I faced various issues with wifi hotspot and I am not able to use wifi for more than 2 months. I spoke with customer care various times and no-one have explained the proper answer for it. Finally, I wrote various letters to the head office to cancel both the contracts and I raised multiple queries to cancel both the contracts. Finally, The wifi hotspot contract is cancelled. whereas the mobile contract is not yet cancelled.

But Now, I am getting multiple mails to pay the amount for the wifi which I have not used.

Still, I am facing to talk to the right customer care who speaks english properly and No one provides the proper answer.

Issue 1: I took both the contracts checking the cost is feasible (when taking both the contracts together) but whereas one cancelled, I am not happy to pay the huge amount only for 1 contract.

Issue 2: I have not used proper internet for the wifi hotspot from the past 3 months But I see the pending invoices. - No proper answer even after raising the amount concern report.

Hope someone can help me with the proper steps to go ahead.
Thanking you in advance.

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Lösung von o2_Michi 19 December 2022, 11:22

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16 Antworten

Benutzerebene 7

o2_Jessica
Team
14880 Antworten
vor 1 Jahr
10 November 2022

Hello @User543276,

welcome to the o2 community and thank you for contributing to us. 😊

Okay, we'll see that we can solve the issue together.
First of all: a contract cannot simply be terminated during the term. Or you can of course submit a notice of termination at any time, but this is only valid at the end of the contractually agreed term. In your message, it sounds to me a little as if the o2 Homespot has not yet been canceled but will continue to run. Is that right? What exactly is on your bills and what do you see in My o2? If you were/are registered there with both contracts, you will see there whether the contract still exists.

What exactly are the problems you are having? The o2 Homespot runs via LTE or similar, just like your mobile phone contract. Can you use your mobile phone contract normally?

Kind regards
Jessi

User543276
Autor
Neuling
6 Antworten
vor 1 Jahr
11 November 2022

Dear @o2_Jessica ,

Thanks for reaching back to me.

So I will explain in brief.

1. I took sim and wifi contracts at the same time - assuming the contracts are linked to each other(this is first time i took the contracts). But I got to know there are 2 contracts separately.

* One is Mobile Hotspot/ LTE (I got the sim with unlimited internet with speed of 100/50 mbps) - I am using this as wifi for my home - I got less internet speed from starting but i can manage for few months. Later I face the hotspot is not even working properly and I cancelled it asking the customer care ( struggling calls for more than 2 months + writing mails + sending posts + multiple times submitting canceling forms). Finally, It got cancelled. But myo2 invoice says i need to pay for those 2 months which i didn’t use the internet properly.

* Next is My mobile contract (I have flat calls/ flat messages/ 20 gb data/ month) -
When I am facing the issue with my hotspot - I used my mobile data to manage for few days but unfortunately, the data is not enough and the speed disturbs me to not to work from my home. So I am not able to use the data for 1 month and still myo2 invoice says to pay the bill for it.

Finally, The wifi contract is cancelled but not the mobile contract.
I have changed to other provider for wifi. Now, I cannot pay the amount for just using the sim for large amount every month. I am happy if i get a smaller contract/ convert to prepaid with o2 mobile phone. so i can use only small data and small amount every month.

I have filled a form based on the customer service to avoid paying the wifi for last 2 months.
I have filled a form for cancelling the mobile contract.
I wrote a post to o2 head office regarding the same and as usual, no response.

I will be more greatful if you provide some answer for me and do the needful.

Need: 1.I don’t want to pay for the service (2 months wifi + 1 month mobile) I didnt use for and
2. change to lesser package for my mobile contract or convert to prepaid of o2.

Thanks in advance, Hope this is more understandable and happy to reach back if any required.

Thanks again.

o2_Sven
Moderator
13314 Antworten
vor 1 Jahr
16 November 2022

Hello @User543276 ,

to be reimbursed for the time during which you had issues with your connections you need to have reported the issues to us, else no reimbursement can take place. You should have already received an answer about this to your inquiry in late October.

And while you could switch to a slightly smaller contract in the o2 Free S Boost Plus, you wouldn’t have any financial advantage from this as you are currently getting a discount so you’d end up at the same price point again.

Kind regards, Sven

User543276
Autor
Neuling
6 Antworten
vor 1 Jahr
16 November 2022

Hi,

I did not get any updates for the report i have submitted for the reason of : “I don’t want to pay for the service (2 months wifi + 1 month mobile) I didnt use for due to the network failure” through the forms until now.

Benutzerebene 7

o2_Micha
Moderator
9874 Antworten
vor 1 Jahr
23 November 2022

Hi @User543276 thanks for your answer.
I informed the departement to sent the letter again.

kind regards
Michael

User543276
Autor
Neuling
6 Antworten
vor 1 Jahr
14 December 2022

Hi @o2_Micha ,

I didn’t get any updates from o2.

and thanks : Now, I am not able to call anyone, no incoming/ outgoing, no internet and cannot talk to customer care and many issues more. (But i still need to pay the amount back)

1. I would like to say: how many months I have not paid amount = how much delay the organisation towards their customers.

2. Now, I got a message stating that within 3 days I need pay the money back else I will get a legal expelled.

3. Now, I hate to be one of your customer. and i still being tied to your contract.

o2_Michi
Moderator
17059 Antworten
vor 1 Jahr
19 December 2022
Lösung

Hi @User543276,

our colleagues sent you a written answer via letter mail. Did you get a letter from us?

Best regards,

Michi

User543276
Autor
Neuling
6 Antworten
vor 1 Jahr
12 January 2023

Hi, Sorry for the late response.

I am confused. Can you please let me know : why i have asked to cancel my sim and the o2 have cancelled saying - they can see the issue the network is not proper and they are cancelling it.

But now, they have blocked my phone - I am unable to call anyone even the customer care as well and cannot use any internet > but now I am sure you make this argue to pay for the month you have blocked me.

I can see the contract from your organisation is literally seeing the customers as slaves. If i need any answer i will not get proper answer and if i want to fix the issue - they drag until the customer thinks not to proceed until you push them to trouble.

I am happy not to be your customer anymore.
I can pay the amount you mentioned as due but, i want to cancel the contract and never to be your customer anymore.
Thanks.

o2_Giulia
Moderatorin
15473 Antworten
vor 1 Jahr
14 January 2023

Hello @User543276,

your homespot contract was already cancelled by October 15th. Your mobile phone contract is also cancelled by the end of the contract, January 5th, 2024.

Your SIM card is blocked due to late payment. Unfortunately we can't solve this here through the community. It is best to call our English hotline directly so that the employees can clarify the payment with you.

Best regards

Giulia

User543276
Autor
Neuling
6 Antworten
vor 1 Jahr
16 January 2023

Haha!

Thanks for the same information again.
As I am not getting any information properly until now.

My phone is blocked and I cannot even call to your customer care now.
When I ask the information in community > you redirect to hotline number - when I call them, They redirect to write a mail/ post > when I write, I am not getting proper or correct response.

So, this is the best solution you can give me ?

o2_Matze
Moderator
18848 Antworten
vor 1 Jahr
18 January 2023

Hi @User543276

The cancellation of your WiFi contract could be complied with as the colleagues were able to understand the restrictions at your address.

However, your mobile phone contract is not subject to these restrictions, as it is a contract without a fixed usage address.

Therefore, there is no right to terminate the contract if reception at a certain address is only possible to a limited extent.

As soon as you have paid the outstanding amount, you can use your mobile phone contract again.

Best Regards Matze

User543276
Autor
Neuling
6 Antworten
vor 1 Jahr
18 January 2023

Dear @o2_Matze ,
I understand your reply.
But the first and main reason - I am stopping my payment is because of the wifi contract.
I have requested to cancel my wifi contract because I have not used it for 2 months due to an error.
and the organisation is asking to pay the amount, when i have not used it and they cancel my wifi account accepting it is an error.
From the moment, I stopped paying because i am not getting the answer I need.
The only answer i get, when coming to payment is- It is not o2 fault but i need to pay the amount.
Now, you have blocked my phone for more than a month - The account says i need to pay the amount.
So, where is the law in it other than thinking me as a slave - what ever you say, i need to do it.
We are interested in your service and became your customer is the main mistake I did ?

o2_Matze
Moderator
18848 Antworten
vor 1 Jahr
19 January 2023

@User543276 I can only ask you to pay the outstanding bill promptly. If the outstanding amount is still not paid, the claim will be handed over to the debt collection agency at some point and then you will be faced with further costs and fees that you can avoid at this point in time.

Therefore, I ask you to reconsider the whole thing and settle the unpaid bill.

Kind regards Matze

Hello..i have prepaid sim , not using it since last 2 months i tried to call all prepaid helpline to know how much outstanding balance i need to pay but unfortunately all prepaid helpline is in german language. Could you help me to find hoe much amount i have to pay with bank detail??