O2 | Customer care - Switching to postpaid

We'd like to welcome you to our tariff family. This section will give you answers for frequently asked questions when transferring from O2 prepaid services.

1. WHEN WILL I BECOME A POSTPAID CUSTOMER?

The process starts with you signing a contract with us. The actual transfer will be carried out in the system within five working days (the SIM card may be temporarily unavailable during the transfer). Once the transfer is completed, you'll receive an SMS informing you of the change.

2. WHAT IS AN IDENTIFICATION NUMBER AND WHY DO I NEED IT?

It is a six-digit number used for authentication when you make any changes, or request information, via the Customer Care Center *11. This number will be sent to your permanent address or your company office by registered mail within 14 days of phone number activation.

3. WHAT IS THE GUARANTEE EQUALLING ONE MONTHLY FEE?

The guarantee of one monthly fee is used as a protection of the contract relationship between the customer and the service provider. In the case of the contract relationship being terminated, the guarantee is returned to the customer.

4. WHEN WILL I RECEIVE MY FIRST MONTHLY BILL?

You will receive your first invoice based on your billing period. The information about your billing period will be sent to you via an SMS informing you about the completion of your transfer. The first invoice will include a proportional part of your monthly fee based on the part of the billing period since the new activation. Any unused balance from your O2 card will be transferred, at the latest, to your second invoice where you'll find it in the "Undercharge/overcharge" column with the "minus" character.

5. CAN I FIND OUT HOW MUCH I'VE SPENT ON SERVICES DURING THE BILLING PERIOD?

Unfortunately, there is no way of finding out the amount you've spent on services in the middle of a billing period. The system carries out the billing at the end of a billing period when the invoice is sent out.

6. HOW CAN I PAY BILLS?

There are several ways of paying for your services:

direct debit
using the O2 GSM Banking service
by a bank transfer
money order
by a payment at a KB ATM machine
by a payment at a ŽB teller's window

The easiest way of paying is to use direct debit. You can arrange this very easily:

By phone - you need to know your identification number. If you do not have it on you at the time, identification can be done based on your personal data and a security check question assigned to that specific phone number.
By mail - the request must include needed items of a written request, a bank account number and customer's signature.

7. HOW TO ACTIVATE O2 ROAMING

If you meet the conditions for free activation, you can activate the O2 Roaming service free of charge when you transfer - do this either at a brand store or call the Customer Care Center at *11. If you do not meet the conditions for free activation, you need to pay a returnable roaming deposit based on the price-list of basic and optional services. When calling from abroad, you use the standard international code of the number you are calling, e.g. +420602123456 (note: the *101*+420602123456# format applies only to O2 prepaid numbers).

If you do not meet the conditions for O2 Roaming activation, you can activate O2 Easy Roaming . This service enables you to make calls and send SMS messages in the country you are visiting and into the Czech Republic. But you cannot make calls or send SMS messages to a third country.
E.g.: A caller who is in the Slovak Republic can make calls to the Czech Republic and to Slovak mobile and fixed line numbers.
It is not possible to call, for example, Poland.

8. WHAT DO I NEED TO DO TO START USING THE MMS SERVICE?

First you need to activate the service, which is free of charge. You can do this directly when signing the transfer request, you can all our *11 line or, once you receive your ID number, you can send an SMS with the words: MMS A xxxxxx to 999111 (xxxxxx represents your ID number).

If you have not changed phones, you only need to re-set the MMS settings in the menu of your phone. The "access point" (in some cases labelled "APN") needs to be set to "mms".

If you've bought a new mobile phone, the setting for a customer of postpaid services is already preset. For detailed information about the service and phone settings, visit www.cz.o2.com.

9. HOW CAN I USE THE WAP SERVICE AS A TARIFF CUSTOMER?

The service is set up automatically once the transfer is completed. If you have not changed mobile phone, simply do the WAP settings in the menu - "access point" (sometimes referred to as "APN") should be set as "wap". The "password" should also be set as "wap".
If you've bought a new mobile phone, the setting is already preset. For detailed information about the service and phone settings, visit www.cz.o2.com.

10. ON WHAT CONDITIONS CAN THE TARIFF BE CHANGED?

The tariff can be changed free of charge once every billing period. If you have one of our standard tariffs and would like to change it to the MAX version, you need to visit a brand store and sign a new contract. Changing between MAX tariffs can be carried out without having to sign a new contract - simply visit a brand store, call the Customer Care Center at *11, or send a written request. Changes between standard tariffs can be done via a simple SMS message.