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Hello community,

I have signed three new contacts (or one contract with three numbers, whichever is correct to say) and so far I am in general satisfied, except two small “issues”.

  1. I have placed an order for a device and 3 esim profiles on 23.04.2024. The device has been received in 3 days w/o any issues, but esim profiles have not arrived. On 7.05.24 I called Hotline, and the hotline person person told me that esim profiles has been sent (I have also received email that it can be activated before). I have never received that, thanks to Deutsche Post probably. He has also reordered three esim profiles again, which I finally successfully received and activated. But, I still can see on the dashboard the original three esim profiles as delivered and ready to be activated. Shall I forget about them and they wil expire soon automatically or they must be cancelled explicitly somehow?
  2. Despite the fact that all numbers are on the same tarif plan, one of my numbers has o2 Data Unlimited activated, which was never ordered (up to my knowledge). Can you please check that? I dont even expect to spend an existing datavolume, I definetely do not need an unlimited option.

Thank you in advance!

UPD> Yesterday I have received a marketing email that I can activate one month of unlimited data for free, as a “newcomer gift”. Probably, it has been activated on one of my numbers already and hopefully won’t be included in the invoice.

Hello @VolodymyrD ,

welcome to the o2 Community 💙.

If you have separate numbers, then you’ll also habe separate contracts. So three new contracts would be correct. The unused eSIM profiles that you can still see in your mein o2 can be safely ignored and should you have any questions about your invoice after receiving the first bill, feel free to come here and ask away.

 

Kind regards, Sven

Hello @o2_Sven,

I have received my first invoice and this is exactly the case now, as I have been charged extra 39,99. Can you please have a look?

Thank you in advance!

Was the EUR 39.99 calculated for my Data Unlimited or for a connection price?

Was the EUR 39.99 calculated for my Data Unlimited or for a connection price?

That’s basically unclear to me, as I have been charged 2 x 39,99 (connection price and o2 Unlimited) and then got 39,99 discount.

Then my question would be why 2 other numbers were not charged connection price. Also in the order confirmation it is mentioned that connection price is “Free”

Is the connection price for all contracts shown as EUR 0.00 in the order confirmation?

Is the connection price for all contracts shown as EUR 0.00 in the order confirmation?

Here we come to another “issue”. Actually I have two order confirmations. The former one has 0.00 EUR connection cost for all three contracts, but the eSIM profiles have not been delivered to me (lost by Post or whatever), therefore I called hotline, and the hotline guy has reissued eSIM profiles for me. After that I have recieved the second order confirmation, and it really states 39.99 EUR connection cost for one contract only. Seems that the lost eSIM envelope and the call to hotline costed me 39.99 EUR.

Hello @VolodymyrD,

I have ordered a credit for the connection fee for your customer account.

You should receive a confirmation shortly by email/text message. The credit will then automatically be deducted from your next bill.

Best regards

Giulia

Hello @o2_Giulia,

super, thank you so much!

 

Hello @VolodymyrD,

You're welcome 😀

Please let us know if you have any further questions, we'll be happy to help.

Best regards

Giulia

 

P.S. Did you know that you can find many useful information in Englisch in our English FAQ section? Just take a look!

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