I had a problem with cancellation. I want refund.

Hi @o2_Tobias ,

Yes, thank you, you are helpful. And yes I want the o2 my Prepaid Data Pack L for this one month only. The problem is when I want to buy extra internet package, i usually want it only for that month and not for every consecutive months from now on, however the app shows me that now I hvae two different packages that i have to pay every month, bit i dont want that i want only for one month, and when i tried to cancel this second packege for next months it also cancelled the data pack that i just bought. 

So, shortly, for now if you give me me back o2 my Prepaid Data Pack L for this one month I would be glad, overall for your improvement i would suggest to include more info in the app, and a possibility to translate the content.

Thank you.

Hi @farzona, 

thanks for your reply. Yes, I know, for English speaking customers the “Mein o2”-App is sometimes not easy to understand. 

But therefore, I am here to help you. I have just activated the internet-pack “o2 my Prepaid Data Pack L” without any charge for you. The pack will end automatically on 14th October 2020. 

This means that you now have “o2 my Prepaid S” and “o2 my Prepaid Data Pack L”. Would like to cancel “o2 my Prepaid S” at once? Then click on this link: http://g.o2.de/pre-optionen Choose the pack you like to change, in this case “o2 my Prepaid S”and click on the button “deaktivieren” (deactivate at once). 

If you like to end a package after 28 days, please press the button “abbestellen”. 

I hope that I could help you with this information. 

Loving greetings,

Tobias

i also want to cancel my current mobile tarriff plan and refund beacuse its too costly 

befor it was 9 euro and automatically changes to 19 euro 

i was not expecting this from O2

Thank you for your help in advance

Hi @KLASP ,

the Pack L for 9,99 € was booked during the 50% off-promotion.

The standard price is 19,99 €, as it should have been displayed during the booking of the pack.

I’ ordered the deactivation of the packs and the refund of said pack.

Please check your internet settings, since you’ll surf with the day flat now.

Best regards,

Kurt

Hi all

I have the same problem with o2.I have the basic tarrif and I wanted to change to o2 s, I bout the o2 s package and both packages were in my account . I wanted to use and continue with o2s, but accidentally canceled my o2 s and I received an sms from o2 that it is canceled. But I didn't receive any refund for that. I rebought the O2 S but as I have not yet received refund,  I can not activate it. Please active o2 s as was before for me and remove basic option from my account. 

Additionally,  it would be great if the O2 app for German users would be available in English too. 

Hello @Mos-Ask,

welcome to the o2 community and thank you for your enquiry!
First of all, I can absolutely understand your displeasure with o2's app not being available in English. Of course, that makes it a lot harder to keep track of everything. Unfortunately, I can't provide any information on whether this circumstance could change again in the future.
But in order to offer appropriate help despite everything, there are various possibilities for English-speaking customers, such as our English forum, which you are also on at the moment. My colleagues and I, who work in this area, are particularly keen to deal with the concerns and eliminate possible ambiguities!
So you are always welcome to contact us. You can also find a lot of information and help in our collection of English FAQs:

• FAQ section and overview of our services FAQ

But now to your concern…

I have just checked everything for you and can therefore inform you that I have just deactivated the Basic Pack for you. I have refunded your credit for the first booking of the Prepaid-S Pack, which you had deactivated again!

Kind regards
Jessica

Hey,

I got the O2 prepaid M package for 7,49€ last month. I thought it would cost the same this month too but it was 14,99€. So I canceled it and took the O2 prepaid S package which I used before. However I didn’t receive the refund for the 14,99€ pack which I canceled immediately. I would really appreciate if anyone could help me :)

Dear @User131060801 ,

welcome to our communty. 🐞

Just because you have deactivated a pack and booked another pack it does not mean that you will get an automatic refund.
The o2 My Prepaid M Pack was activated on June 16th at 00:41 and deactivated on  June 16th at 07:45. You did not use any data or telephony during this time, so I will credit you the costs for the pack.

Kind regards,

Andrea

I have liitle bit different problem. I bought Unlimited Data for 1 month, for 39.99€. In o2 app it shows I have unlimited data but on o2 side it says I used all of my 20GB and my “Unlimited Data” is canceled. What can you do with that?

Hello @HMLSMajdek,

thank you for your message in the o2 community! 💙

Does your question concern the phone number with which you are registered here in the forum? Or is it about another phone number? The number you are registered with here is stored as an o2 Free M tariff and not as an Unlimited contract.
If it is a different number, please do not post it here publicly. Just let us know and we'll get you into the private messages to exchange the relevant data so we can have a look.

Kind regards
Jessica 🌻

Yes, it's about this number. In app it says I have unlimited data...but on side it says it's canceled (?)

Hello @HMLSMajdek , 

the option is cancelled on 04.08.22.

So you can use it until this date. 😊

This option only is active for one month and will not continue automatically. 

You can book it again if you want to use it after the 04.08.22.

Best regards, 

Manuela

Soo why it's not working? My speed is around 100kb/s, like I don't have data anymore, 2 weeks ago it was working normal, around 3MB/s

Dear @HMLSMajdek ,

I can see several big downloads at your number, does it works again?

Kind regards,

Andrea

Sometimes... it's very "unstable". For 30min I can download smth at 2.5MB/s and after another 15min I can't even load 480p video. And it's like that around 3 days

Dear @HMLSMajdek ,

it may be an overload situation or problems at a base station. 😕
In any case, your record shows that you can use unlimited data until August 4th. The display under My o2 /the My o2 app is a display error.
Have you already checked your network availability in the Live-Check? There you can also report a fault yourself if there is not yet one and it should be necessary.

Kind regards,

Andrea

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