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o2 my Home M Flex - service Cancellation Request (follow-up)

C
Neuling

Hi O2 Team (this is a follow-up on this similar issue with this registered account),


I am writing to follow up on my internet subscription cancellation request. My subscription is for the "o2 my Home M Flex (Ohne Laufzeit)" service. I submitted the cancellation request on November 25, 2024, at 8:51:32 p.m.

I have already paid my bill for the period of November 5, 2024, to December 4, 2024, and I wish to avoid any further charges to my account. The router is now packed with a return order RET2********1 and I'm just waiting the actual cancellation confirmation from your end.

My question is, why does it seem to take a couple of weeks for your team to review and confirm my service cancellation? It's been morethan 14 days now and I have not yet received any official cancellation approval from your end.


For your reference, the links used for this process are:

O2 Termination form:https://info.o2online.de/kuendigung/

Router return portal:https://router-retoure.o2online.de/start/app/returnsorder


Thank you for your attention to this matter. I look forward to your prompt response.

Best regards.
edit o2_Solveig 21.12.2024, 11:40 , moved from o2 Home → English Community 

Lösung von Anfänger1

​@Crypto_Degen 

Unsere englische Hotline erreicht ihr Montag bis Freitag von 10 Uhr bis 18 Uhr unter der Rufnummer 089 6666 300

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8 Antworten

A
Neuling
  • Anfänger1Neuling
  • Neuling
  • 3029 Antworten
  • 21. Dezember 2024

​@Crypto_Degen Du kannst nichts stornieren. Du kannst nur kündigen oder einen Anbieterwechsel beantragen. 

o2_Solveig
  • o2_SolveigModeratorin
  • Moderatorin
  • 34898 Antworten
  • 21. Dezember 2024

Hallo ​@Crypto_Degen ,
welcome to our o2 community 😀
I am sorry. We have not received any cancellation notices. 
Did you receive a confirmation that your cancellation is being processed immediately after sending it? 
Please try again. 
You can find the options for this at Kündigung
Kind regard,
Solveig 

O₂ my Service - Service, wie du ihn willst-> https://hilfe.o2online.de/o2-news-3/o2-my-service-service-wie-du-ihn-willst-536715
C
Neuling
  • Crypto_Degen
  • Autor
  • Neuling
  • 17 Antworten
  • 21. Dezember 2024

Hi there ​@o2_Solveig,

Glad you responded.

And yes I have received a cancellation email notice saying it's being processed but until now I haven't received any mail confirmation regarding it.

I can attach a screenshot here of this email if that would help or perhaps I can send it privately as I'm hesitant to try it again because the waiting time might take another 14 days on top of the 14+ days that I have been waiting for this cancellation process. 

I also have a return order of the router which is also on a limited time. I just need the confirmation from you guys. I can provide other details that you need that can accelerate the process if you want. 

C
Neuling
  • Crypto_Degen
  • Autor
  • Neuling
  • 17 Antworten
  • 26. Dezember 2024

Hi there ​@o2_Solveig and O2 Team,

Just wanted to send here the attached email I have received from your team regarding the cancellation of my o2 my Home M Flex (Ohne Laufzeit) service for your reference.

I'm hoping I will get a full confirmation of my service termination/cancellation within this day as it has been a full month now.

If not, please send me a customer hotline preferably in english so I can sort this out today.

Many thanks.

 

A
Neuling
  • Anfänger1Neuling
  • Neuling
  • 3029 Antworten
  • Lösung
  • 26. Dezember 2024

​@Crypto_Degen 

Unsere englische Hotline erreicht ihr Montag bis Freitag von 10 Uhr bis 18 Uhr unter der Rufnummer 089 6666 300

o2_Solveig
  • o2_SolveigModeratorin
  • Moderatorin
  • 34898 Antworten
  • 30. Dezember 2024

Hello ​@Crypto_Degen ,
were you able to resolve your issue via the hotline? 
Kind regard, 
Solveig 

O₂ my Service - Service, wie du ihn willst-> https://hilfe.o2online.de/o2-news-3/o2-my-service-service-wie-du-ihn-willst-536715
C
Neuling
  • Crypto_Degen
  • Autor
  • Neuling
  • 17 Antworten
  • 1. Januar 2025

Hi ​@o2_Solveig 

I was able to spoke with an english rep last 27th December and we had the details of the cancellation sorted out. I'm just waiting for the official confirmation from your team tho. 

I've also managed to send my router to one of your offices as well, and it should be on its way right now. 

o2_Ines
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  • o2_Ines
    o2_Ines
o2_Ines
  • o2_InesModeratorin
  • Moderatorin
  • 5401 Antworten
  • 4. Januar 2025

Hi ​@Crypto_Degen that´s good to hear 🙂 Thank you for the update.

We are here to help you if you have any further questions or concerns.

KInd regards, Ines.

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