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Port out process issue


Dear Team,

 

Due to  apartment shifting to a new place,  I'm forced to change my o2 connections by porting out as there is no range and I can't use the benefits of my plans, hence decided to move on.  However when contacted support team for the same,  they are asking me to write to head office and they can't initiate cancel process from system. As we have all options in online and my o2 portal, why we need to write plain paper request to update situation and request to port out. And it will require waiting for reply/update  without any reference number to my request as well. 

 

Kindly let me know any other options are there for my scenario.

 

Regards,

Krishna


25 Antworten

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Hi @Krishnadas,

You can port your number from a current contract at any time. To do this, you have to approve the porting online.

However, if your contract has a longer term, you probably won't be able to cancel it early just because of poor reception in one location.

Kind regards,
Alex

Hi MXP_Alex,

 

It is not about some location. There is no coverage at anywhere near to my apartment and all neighbours are ported out from o2 after reaching there due to this issue. Is it possible to approve porting online from my end ?

 

Regards,

Krishnadas

 

Hello @Krishnadas , 

welcome to our community! 🎉

If there are massive, permanent network problems on your home adress, you can ask for a extraordinary termination via letter.

If you like to, you can tell us a street near your home location.

Then we can take a look at the coverage on your adress. 

You can find more information about the number porting here: 

Thank you for your help MXP_Alex. 😊

 

Best regards, 

Manuela

Hi o2_Manuela ,

 

I already sent complete details via Fax and no update till now. Please find the affected location:  Gerberau, Karlsfeld, 80997 , Munchen

Regards,

Krishna

Hello @Krishnadas , 

normally the network coverage on your adress is good: 

 

The marked stations have performance issues with LTE, so everyone uses the other stations in your area.

This is probably the reason why you don´t have good internet right now.

Since when do you have this issues?

At other places, your internet works fine?

 

Best regards, 

Manuela

Dear o2_Manuela,

‘Gerberau’ is my apartment location where we have 0% network coverage for O2. I verified with many neighbours in my community and all faced this issue and moved to other networks. It is not about internet, sim will show no service and no one can reach us. Internet also not available due to lack of coverage. We(me and wife) have both O2 sims and both are facing the same issue. When my friend’s visited my home, they also having zero coverage.

I hope you can understand the situation now. I already send fax to head office with all details and no reply yet.

Can you please suggest me how to proceed now.

 

Regards,

Krishnadas

 

Hello @Krishnadas , 

thank you for your feedback.

Your document arrived on the 18.08. and is currently being processed.

I would like to open a disruption ticket because of the issues.

Since when do you have zero service on your adress?

Have you had reception at your adress in the past?

You can also report your issues via our livecheck.

 

Best regards, 🌸

Manuela

Dear o2_Manuela ,

I recently relocated to Germany and moved to this apartment at Gerberau x, Karlsfeld by 2nd of August 2022. Since the day 1 at this apartment, I have ‘no service’ O2 sims in both mine and my wife’s mobile.

 

Thank you for updating on my document which I sent with all details and situations. There is no signal availability at Gerberau apartments in previous times which I have confirmed with neighbours as well.

Kindly do the required actions at the earliest to get my contract ended and enable to port out.

 

Regards,

Krishnadas 

 

Edit by o2_Manuela: house number deleted, 05.09.22, 17:33 Uhr

Hello @Krishnadas , 

thank you for the information.

Which mobile phone does your wife and you use?

There is already a termination for 2024 booked in, because you also cancelled your contract via the online form.

You termination letter is processed in parallel.

Right now, every station in your area has performance issues via 4G and 2G.

Our technical colleagues are working on a solution for this.

Thank you very much for your patience!💐

 

Best regards, 🌸

Manuela

Dear o2_Manuela ,

Me and wife using latest Android devices from Vivo and One Plus, devices supports till VOLTE and 5G as well. Kindly request anyone to come in my apartment complex and verify the o2 coverage and confirm the ‘No service’ by themselves .

How they booked termination of contract to 2024, which is 22 months ahead and I have to pay bill all these period without getting it’s benefits ?

I didn’t received any update on my termination request letter. Since I’m facing letter delivery issues by DHL post, there is no update received to my end.

Can you please share any email Id where I can reach to head office and get the confirmation. This process is not looking promising and meanwhile I received another bill deduction for both numbers last week.

 

Regards,

Krishnadas

 

Hello @Krishnadas , 

thank you for the information. 

Your contract is right now terminated to the end of the contract term, because you terminated your contract online.

Your extraordinary termination is processed in parallel, so no worries. This is also the reason why you did not get any feedback yet.

For the disturbance tickets I need some more information, so you will get a private message from o2_Support shortly.

 

Best regards, 

Manuela

 

 

Dear o2_Manuela,

I raised the request to terminate contract due to no response to my queries and it does not mean I will wait another 21 months with two sims which don’t have coverage and port out after the contract.

Kindly let me know the outcome of extraordinary termination request. As I had post letter delivery issues, i’m not aware of any letter communications from O2. Can you please update me whether I can port out now ?

I have been waiting for the confirmation more than one month and this is not expected. As the reason is not caused by me, I should be allowed to port out to a network which have coverage here as soon as possible.

 

Regards,

Krishnadas.

 

 

Dear o2_Manuela,

 

I can’t understand the logic behind this terminating contract by end of contract term. Even after knowing all the issues we are facing how they can decide the contract will be ended after 2 years ? Even I got a call from customer care and I told I can’t wait for any time and needs to terminate the contract now due to this coverage issue.

It was not a decision with my consent and it needs to be updated and contract is expected to terminate at the earliest date as soon as possible.

Please request them to end contract now and give me a final date by which I can port to other network.

 

Regards,

Krishnadas

 

Hello @Krishnadas , 

your contract is terminated to the end of the contract term, because you terminated your contract online.

This is the standardt termination process.

Your extraordinary termination reached us and is processed in parallel, so the date will be corrected when the extraordinary termination is booked in.

Your flat number is already been added to your adress, so there should be no delivery issues. 

Do you get other letters?

Surely I will take a look in the system frequently.😊

 

Best regards, 

Manuela

Dear o2_Manuela ,

 

I didn’t received any letters till now since August month where my letters delivery issue started. Now DHL team ensured letters will be received hereafter and confirmed issue has been resolved. However, there is no option to track the lost letters.

Hence, I request you to check in system and resend me the solution to extraordinary termination request via letter as well as to my email : XXXXXXXXX@XXXXcom

If something is still pending from head office towards solution to my issue, kindly let me know that as well. I’m running out of options with 2 sims which don’t work at apartment and can’t be connected to anyone. It will be really helpful If O2 can confirm the last date of contract.

 

Regards,

Krishnadas


Edit o2_Matea: removed all personal information due to data protection / persönliche Informationen aus Datenschutzgründen entfernt. Beachte bitte, dass unsere Community öffentlich und für jeden einsehbar ist. 

Dear @o2_Manuela@o2_Manuela

There is no update on the situation I'm facing. I don't know how provider can say you can't port out even if you don't have network coverage. I'm still getting messages like that in response to intensive testing. 

Can you please resolve this. I'm spending lot of time on this and its been delayed by more than a month and due to this issue alone I can't change my apartment to a place where I have O2 coverage. 

 

Regards 

Krishnadas

Dear @o2_Manuela 

 

Any updates ?

i’m still waiting without any updates.

 

Regards,

Krishnadas

Hi @o2_Manuela  @MXP_Alex 

How or where I can request refund for the amounts I'm paying every month till the coverage issue at my apartment area gets resolved. Since the port out confirmation is getting delayed I have to make sure the money I'm paying for No coverage in two mobile numbers is being refunded till the time the coverage enable in my location.

Do we have any specific forum for the same? Looking forward to your reply.

 

Regards, 

Krishnadas

Hello @Krishnadas,

 

I see that we gave you a credit on your customer account in the meanwhile. We are still waiting for the processing of your extraordinary cancellation. I have written to my colleagues, that you need the answer per E-Mail.

I´ll post here again as soon as I get further information.

 

Best regards, Marco

Dear o2_Marco    @o2_Manuela @MXP_Alex 

I have sent letter to head office again for rare case contract termination due to coverage issue as per suggestion from Customer care and meanwhile another bill amount deducted from my account. Can you please get me an update why they are deducting bill without fixing the coverage issue and what exactly delay in processing my letter at head office ?

Looking forward to hear from you.

 

Regards,

Krishnadas

Hi @Krishnadas,

 

I´ve seen, that our back office does not allow the extraordinary cancellation. I´m sorry for this. Did you got the information too? They had send the answer at the October the 4th.

 

Best regards, Marco

Dear @o2_Marco @o2_Manuela 

 

I didn’t received any such update in PB till now and I don’t wants to receive it either if it saying they can’t resolve the issue and can’t allow termination as well. I wonder why they can’t fix the network coverage issue here then, It was first reported on 17th August 2022 and till now the issue is not fixed and not allowing for extraordinary cancellation as well.

Can you please suggest what else I can do to get the contract terminated or get coverage implemented at my apartment area ?

There is no point in waiting two years by paying monthly bills for two numbers and the port out after minimum contract period.

 

Regards,

Krishnadas

 

Dear @o2_Marco @o2_Manuela 

 

Do we have an option to stop direct debit authorization from bank account till they resolve the issue by installing network provider for my area?

I would like to stop this amount deduction from account for no actual usage which was promised in contract.

I have written to head office to check this as well. At least it will be something helpful for me.

 

Regards,

Krishnadas

 

Dear @o2_Marco @o2_Manuela 

I received the letter from O2 head office by mentioning that they can’t cancel the contract.They don’t need to know whether I have the benefits or getting actual services as per contract.

They also mentioned, Telefonica will improve the network coverage here. I would like to get a confirmation that there will be no billing till the network coverage gets improved here in my area.

Can you please get this done for me ?

 

Regards,

Krishnadas

Hi @Krishnadas,

 

unfortunately, we are not allowed to decide about these points. Please contact our payment department per hotline to ask if you could get a pause for your payment. Perhaps it would be better when you call them with a person who can translate between you and the colleagues. The phone number can be transferred to another provider at any time. Look here for further Details. The o2 contract will receive a new number until the end of the contract.

 

Best regards, Marco

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