customer service in English

Hi There,

I thought only I had the problem with scarcity of English speaking consultants but apparently no. O2 is not seeking for the diverse customers this is for sure and purposefully is limiting them in one group 🤔

O2 maybe you just stop selling your sim cards to international customers? Just a friendly advice ;)

Hi @KatieCh,

welcome to our English community. Thanks for your open advice.

I regret that you are disappointed the way we treat our international customers who speak English.

o2 is interested to fulfill the needs not only of our German-speaking customers, but also of our international customers.

Therefore, we offer to our English-speaking customers not only our English o2 community here, but we even have an English-speaking hotline that is available from Monday - Friday from 7 a.m. - 8 p.m. and Saturdays from 10 a.m. - 6 p.m. You just need to call our o2 customer service and ask for the English-speaking hotline.

I understand that as international customer some regulations in Germany may seem unfamiliar to you. If you have any questions regarding the terms of conditions for a specific contract or if you are unsure about certain procedures, we all are ready to help you. In some cases, it is advisable to take along a German-speaking friend to close a contract.

Did you have any bad experiences in this regard?

If you have any further questions, please feel free to contact us here in our English community.

Loving greetings,

Tobias

Hello O2,

I am an international student who had to pay the money unnecessarily because of the O2 seller in the shop. My first contract would have been ended if the O2 seller reminded me that I have send the concellation letter 3 months before. Ok, I admits that not knowing that was my mistake or contract was in all German. Instead of reminding people 3 months before, O2 take the nature of human errors as their exploitation. Besides, their seller will be friendly before they sell the contract. Ending the contract and terms, well, they don't know anything about it. Only handing out the address and tell people to write there. 

 So my contract was extended due to that and the seller in the shop again. She extend my contract for two years saying that I don't have to pay cancellation fees if I extend it. Again, exploits my insufficiency of German language. Then my German friend called to the center and they told me "no, I have to pay regardless". At that time, I only blamed myself and accepted that as it is.

Now that I have to go back before the contract end, I send the cancellation letter yesterday. I hope you take the money before I go back. I did all you asked for. I hope my cancellation fees should not be more than necessary.

Hey @VickyGött,

i would like to apologize for the behavior of my colleauges in the shop. Please send me a private message withe the adress oh the shop and i will pass on your complaint.

To your problem: Please read our FAQ extraordinary cancellation because of moving abroad. I hope i could help you!

Greetings,

Flo

Hello O2 

Again, I am already leaving the Germany and already sent necessary documents such as deregistering and form of agreement in one letter and approval of employer that I am leaving Germany. Still, O2 didn't act on it and didn't send me anything. I really want to do everything correct even if it was due to greedy seller from O2 side. So please please let me know what I should do next except sending documents which is physically impossible right now. 

I just want to express how happy I am because today I called O2 English hotline and the attendant saw in my profile that I am Brazilian and he was able to talk to me in Portuguese.

Hi @Eduardo Machado, 

wow, that sounds great! You are so lucky. 

Unfortunately, I am not able to do the same here in our English community as my Portuguese is non-existing.   

So, could the portuguese-speaking colleague clarify all your issues? If you still have any further question, just feel free to contact our English community here. 

Muito Obrigado!

Loving greetings,

Tobias

Hi,

I am having difficulty canceling my contract with O2 in Germany.

Here is the problem; the contract is automatically extended even though I have sent the cancellation per post before the deadline. Basically, I am paying now for two sim cards without even using them. So, the contract is automatically extended for one more year, and I could only change the contract to a cheaper one to lessen the financial loss.

Unfortunately, the service is not well organized; the waiting duration for reaching a customer-service hotline is extremely long! Literally, I cannot find O2 responsible person to follow up the cancellation process! I do not know how much customer satisfaction is important for the company, and I do not see proper customer service in Germany. As an example, here you can find some reviews: xxx However, I am following up on my complaint to the higher levels. 

A friendly suggestion to the new customers, cancel your contract after your sign up!

Edit by o2_Andrea: Fremdlink entfernt

Please how can I cancel my O2 flex contract, I got the sim on the 18th of December 2020

Dear @CHIDEX ,

please do not post your request more than once in the forum. You have already received an answer from here:

Kind regards,

Andrea

Dear @Idinhk ,

welcome in our community.

When and how did you send the notice to us?

Kind regards,

Andrea

HI Responsible,

I am a new customer from 02/10/2020. me and my friend took a connection together , the respresntative in the o2 shop gave us an offer in which the first charge of 69.99 euro would be omitted.

I checked my invoice and I find that amount to be charged.

Please advice how to contact a customer care executive who can speak English and resolve this issue.

if we dial the customer care number, please change and include a voice recording in English where and what we need to press to reach a English speaking executive.

Hi, have made an order for my o2 home box device, but I have still not received it yet, can you please check.

Edit: Persönliche Daten entfernt - o2_Kurt

Can you please provide me with the o2 English hotline number.

@Eliiaseakbrown Try tomorrow the o2 WhatsApp chat after 10am.

https://www.o2online.de/kontakt/whatsapp-chat/

I agree with this statement

Hello @Gigi2.0,

thank you for the advice as well.

That’s the reason why we try to have a good english customer support here - to help everyone out.

Do you have any request or concern I could have a look at?

Kind regards,

Jessi

Hi Jessi,

Yes Please I need help redirecting my payment. I sent it without a reference number and would like the 120 euro applied to my past due bill. Is there anyway you can help me sort this mistake out?

in Gratitude,

Gigi2.0

Hello @Gigi2.0,

okay, we can check that for you. But I need further information from you which you can not send me here visible for the public. So I need to ask you to send me a private message to our account @o2_Support. You’re already unlocked to send private messages to this account. Just go to the profile where you can find the button “Privatnachricht”.

The information which are important are:

• the date of the transfer
• the bank account you sent it from
• and the reference (if you entered anything in that field)

Kind regards,

Jessica

Hello I submitted the private message. Thank you for being so responsive to this forum. 

Hello @Gigi2.0,

I have answered your private message, asking for another information.

Kind regards,

Jessica

How do I reach the Customer care who can speak English? 

Hello @Tuff, welcome to our o2 community :-)

I hope you were already able to get answers to your question with the tipp that @Joe Doe gave? :-)

regards,

Lars