I want to cancel my contract

Hugo Arcos · 23. März 2023

Hi,

I moved to Berlin in February, signed up for a Congstar mobile tariff with number portability on February 8 and since then everything has been a nightmare. My number was withheld by my old company until March 16 because Congstar ask for the portability "at the end of the contract" with them an not immediately, since that day I have no number, I can neither receive nor make calls, of course. And I still have not received the new sim card from Congstar at 23th March. I have been without a phone number for 8 days. 8 very important days since I am waiting for calls for job interviews and other important things in this city where I am new and you have made everything much more difficult for me.

I would like to cancel any kind of contract I have made with you as compensation. Because I have no interest in paying or using your cell phone services.

My contract has been active since March 16 and I still can't use it? This must be a joke.

Patrick · 23. März 2023

Hello Hugo Arcos ,

I can understand your displeasure, however, a porting was not ordered "too immediately" at the beginning. Your old provider would also have had to release the number "immediately". Did you order this? In any case, the number was requested "at the end of the contract" and was then also ported on 16.03.23. The date is set by the losing provider, we have no influence on this. So far so good. We already sent your SIM card on 02.03.23, but it did not arrive because the address was incorrect according to the letter carrier. We then received the SIM card back on 14.03.23. On the same day, we sent you a free replacement card. Before that, of course, your address was checked again. This you have then confirmed. Unfortunately, this card could not be delivered until 20.03.23, the reason I can not understand.

Do you live in a shared apartment or something similar? Is your name correctly entered on the mailbox?

Again, another replacement card was already sent free of charge and inactive on 21.03.23. It should be in the mailbox by tomorrow at the latest, if your name is correctly displayed on the mailbox. Please be patient until tomorrow.

If you then still insist on a cancellation of the order, we can set that for you.

Unfortunately, this is really not an optimal start between us, I can understand that, as I said.

Best regards Patrick

Patrick · 23. März 2023

Hugo Arcos ,

Supplement:

do you happen to use an eSIM-enabled cell phone? Then we could also create an eSIM profile for you, which you could then use, then no delivery of a physical card would be necessary and you could still use your contract today. Greetings Patrick

Hugo Arcos · 23. März 2023

My name is on the callbox since monday 13th march, that day I contacted customer service and they asked me for that. I live in a shared floor, There is one big door outside and then the entrance to the apartment. My name is on the outside door, mailbox and also in my door apartment.

If the Sim card doesn't arrive tomorrow then yes, I would like to cancel everything but I need my number back. Which way should I request that?

Zitat von Patrick

Hugo Arcos ,

Supplement:

do you happen to use an eSIM-enabled cell phone? Then we could also create an eSIM profile for you, which you could then use, then no delivery of a physical card would be necessary and you could still use your contract today. Greetings PatricI think k

My phone is an Iphone XR, I don't know if it supports that

Patrick · 23. März 2023

OK, that's curious, that the letter carrier then does not manage to deliver the card. Of course, I do not want to impute anything to the person.

OK, let's wait until tomorrow.

An iPhone XR is usually eSIM-capable. However, there are models (mostly from Asia) where it does not work. For this you would have to give me the model number once, you can find it as follows:

A-model number can be found out like this: Settings >> General >> Info >> Model number >> a fingertip on the model number field, then the A-model number appears.

Also check the EID available: Settings >> General >> Info >> EID

Best regards and thanks for your cooperation, Patrick

Hugo Arcos · 23. März 2023

Zitat von Patrick

OK, that's curious, that the letter carrier then does not manage to deliver the card. Of course, I do not want to impute anything to the person.
OK, let's wait until tomorrow.
An iPhone XR is usually eSIM-capable. However, there are models (mostly from Asia) where it does not work. For this you would have to give me the model number once, you can find it as follows:
A-model number can be found out like this: Settings >> General >> Info >> Model number >> a fingertip on the model number field, then the A-model number appears.
Also check the EID available: Settings >> General >> Info >> EID

Best regards and thanks for your cooperation, Patrick

Alles anzeigen

Model number A1205

EID 89049032004008882600016461398850

Flosse08 · 23. März 2023

Hugo Arcos

Your model number is probably A2105.

A1205 does not exist.

iPhone-Modell bestimmen

Hier erfährst du, wie du dein iPhone-Modell anhand der Modellnummer und anderer Details bestimmst.

support.apple.com

Hugo Arcos · 23. März 2023

Zitat von Flosse08

Hugo Arcos
Your model number is probably A2105.
A1205 does not exist.
https://support.apple.com/de-de/HT201296

Yes, you are right. I mispelled.

So is this model elegible for a eSIM or not?

Flosse08 · 23. März 2023

Hugo Arcos

Yes. You can check this under settings. Then mobile and check if there is a point add eSIM profile.

Patrick · 23. März 2023

Hey Hugo Arcos ,

Great, so obviously your phone can use the eSIM then. So if you want us to switch to eSIM, then I would now cancel the card swap.

By the way, I just see that the SIM card came back to us again.

Then the use of the eSIM would really be the best solution, I would create you an eSIM profile and you can then activate in the customer center.

But I need a photo of your ID and a selfie so I know that you are really you. Just send it by mail to : https://t1p.de/congstarSoMe

Please let me know if you want that, then you could still use your contract today.

Greetings Patrick

Hugo Arcos · 23. März 2023

Okay, let's do it. I already sent the documents requested.

Also I would like you to discount 7 days when the bill comes as compensation for the days I hacen't use the service. It seems like the courier parner is not working right. I have been in my house all this week expecting for the bell to ring.

Patrick · 23. März 2023

All right, I checked your ID and photo. I have initiated the exchange to eSIM. You will receive an email in a moment. Click on activate in about 30 minutes.

Make sure you are on Wi-Fi, open the device's camera and scan the code, the device will automatically recognize that it is an eSIM QR code. Click on "Next" to download the eSIM profile to the device. Click on "Add mobile plan" to add eSIM profile to device. Done, the eSIM is now set up for the device. I will write the 7 days to you gu, they will be charged with one of the next two bills, OK?

Best regards Patrick

Hugo Arcos · 23. März 2023

Ok, now it is up and running. I have one last question: until when can I make use of the tariff? One month from the start of the contract? 16-03 to 16-04 or until the end of this month?

Patrick · 23. März 2023

Hey Hugo Arcos .

OK, it's great that it's up and running.

The contract started on 16.03.23, so the month of March is also only charged proportionally from 16.03.23-31.02.23.

From 01.04.23 is charged normally, for the whole month 20.00 €.

Around the 15.04. you will receive the invoice for March. Approx. 7 days later we will debit the amount due from your bank account.

With congstar, the monthly bill is always calculated in the following month. OK?

Best regards Patrick

schlingo 23. März 2023