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Tariff Change and Contract Cancellation

D
Rang

Hello,

 

On March 7th, I went to the O2 store at Berlin Hbf to purchase a prepaid sim card. I ended up getting Free M Online tariff which offers 20 gb internet per month.

 

After a week, I realized that 20 gb data won’t be enough for me. I went to the same store again and asked to the staff that I want to upgrade my tariff to the unlimited one.

 

The staff told me that this can only be possible with a new sim card, so with a new number. I told them that I want to keep my number. Then, they tried to solve the problem for about half and hour. Eventually, they gave me an additional prepaid sim card with 3 gb internet and called it “sacrifice card”. They told me that I can throw it away and can use my new unlimited internet tariff with my old number.

 

After a few days, I downloaded the O2 app to check everything is okey. I saw that

I was still using my old tariff (Free M Online) and there is no unlimited data activated. Also, on my second number, (for the 2nd card they gave me) something called O2 TV was activated with 3 gb internet.

 

Even I have never asked the staff to get O2 TV (I didn’t even know what it is) somehow they activated it instead of the unlimited tariff that I want. It is ridiculous to be forced to pay 40 euros as anschluss price for a thing that I will never use.

 

Unfortunately I was tricked. Now all I want is to end O2 Tv thing and learn how to make a complaint for the staff.

 

Waiting for your help.

3 Antworten

o2_Andrea
Benutzerebene 7

Dear @dilaraaejder ,

 

first of all, welcome to our forum. Nice that you have found your way to us. :-)

 

Well, I can tell you that the shop tried to change your o2 Free M to an o2 Free unlimeted, but this was refused and the shop was informed.

Did you sign something at the shop?

A new contract (xxx 842) was ordered for you in the shop, a o2 Free S with o2 TV. You received an email with the contractinfomation on Matrch 16th. O2 TV runs 24 month, you can cancel it in My o2 to March 16th 2022. :confused:

 

On March 26 a speed otion with 10 GB was ordered for your number xxx630, and on April 4th one with 5 GB. These speedoptions cost 15,99 and 12,99 euros a month. Both will run until May 7th. I think you ordered them by app, right?

 

Do you have any questions about using our community? Then have a look here at Neu in der o2 Community? Die wichtigsten Funktionen und Hinweise auf einen Blick. There you will find all the information you need to use!

 

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
D
Rang

Thanks for the answer. But honestly, this doesn’t help to solve my problem.

As you asked, yes I signed a contract in the shop.(thinking it was the unlimited tariff by the way.)

I will leave Germany at the end of August. And I was told that I can terminate my contract before leaving the country.

I now want to cancel my contract and get rid of everything in it, both 3 gb data and o2 tv. I just want to keep my first prepaid card. 

I saw something called “cancelling via priority notice” on the o2 forum: https://hilfe.o2online.de/english-o2-community-broadband-dsl-70/contract-cancellation-460879

Maybe you can inform me about the cancellation process.

If no solution is found, I’m afraid that I will switch to a different operator.

 

 

 

o2_Tobias

Hi @dilaraaejder,

 

I regret that there were obviously some misunderstandings, probably due to some language problems.

 

First of all, please be aware of the fact that you did not get a prepaid card, but 2 contracts with a duration of 24 months.

 

As you signed these contracts in the shop, we do not have a possibility to cancel these contracts at once. You only have the possibility to cancel these contracts to an earlier date as you would like to leave Germany in August.

 

Please find the procedure for that cancellation here: instructions for cancelling your contract because of moving abroad

As you see in these instructions, you need to fill out this form: contract cancellation because of moving abroad

In addition to this form, we need the following documents in order to cancel your contracts to an earlier date:

  • a deregistration certificate of your present place of residence here in Germany
  • a notification of your new, foreign place of residence (alternatively a confirmation of your landlord or employer)
  • your approval for us to charge the basic fee of your contracts for further 3 months

As soon as we have all of these documents, we will cancel your contracts to the earliest date possible.

 

I am happy to tell you that the 3 speed-options will be deactivated on 7th May 2020. o2 TV can only be deactivated at the end of the 24-month-period or in your case to the deactivation date of your contracts because of moving abroad.

 

I regret that you had some bad experiences in the shop and that I cannot offer you any other solution.

 

If you have any further questions, just feel free to contact our English community.

 

Loving greetings,

Tobias

Lesenswerte Artikel und mehr: https://g.o2.de/community-treffpunkt oder https://g.o2.de/News Schaue einfach mal vorbei.

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