Prepaid Max pack not usable

Question

Hi, we bought a prepaid simcard in edeka and we topped it up and bought the Max pack for 69.99 because we were urgently in need of the internet connection. However, the internet is not working almost at all. Even though we have nearly full signal and it s hows 4G, we get a speed of about 1mb or sometimes 8mb if it's good. We contacted the customer care service (request S25222665)and they said that the signal tower nearby was not working properly. Then they updated us saying it was fixed but the connection was still not better for us. We went to check it to an O2 store and they told us that there is again a new malfunction report for the tower. So in the end we paid 70 EUR for the pack but we were not able to get the service contracted. At the moment, we don't need the service anymore as we are getting a DSL connection next week. Could we somehow get a refund? We tried calling the hotline but they either hang up when we ask whether they speak English or we try communicating in German but our language level is not enough to successfully explain our problem. We live in Randersackerer (97236) and we tried swapping phones with which the card is used, putting the phone at places where the reception is the highest etc. But nothing worked. Please let us know whether you can assist us in anyway. Thank you. H.

Edit by o2_Katja: Moved to our english community

o2_Jessica · Accepted Answer

Hello @Hedvajz,oh how great! I am very happy that your request could be solved so quickly. 😊About your credit:With prepaid, it is generally not the case that you can simply withdraw your credit. It is possible to request a credit payment, but your prepaid card will be deactivated at the same time.However, one possibility I see here is that you apply for a credit payment and get a new prepaid card. You can transfer your old number to this card free of charge. That would solve the problem. A bit of a diversion - but it is possible 😀For your information - here you can find the appropriate form to apply for the payout: Click.Kind regardsJessica 🌷

Hedvajz · Answer

Dear Jessica,Thank you very much for your reply and for the offer. We are glad to hear that you can assist us:).In the end, we were able to resolve the cancelation of the pack using the hotline yesterday. At the moment, the amount is available as a credit on the sim card. Could it be refunded in the original payment form as we do not have use for the credit? We would like to keep the sim card and the number for now, we just don't see us spending the credit amount:)We appreciate your help!H.

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