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NFH · 01-05-2013, 22:29

I have just returned from a trip to Prague and I am shocked by O2 (Czech)'s incompetence and blatant inconsistency between shop branches, between shop staff and their web site, and even between staff at the same branch. What I have learnt is that you shouldn't believe anything they tell you. Here are some examples:

In January, a friend tried to replace my 2FF mini-SIM for a 4FF nano-SIM at the NÃ¡městÃ* Republiky branch in accordance with this guidance. Instead of giving him a nano-SIM, they used a SIM cutter which did not reduce the thickness from 0.76mm to 0.67mm, and they also threw away the outer 1FF credit card sized outer card which had the PUK number etc on it. Although it could be forced into an iPhone 5, this has the potential to invalidate the warranty because 0.76mm cut nano-SIMs can get stuck in the iPhone 5.
In early April, a second friend tried to replace this cut 0.76mm nano-SIM for a genuine 0.67mm nano-SIM at a branch in Plzeň. They said they couldn't replace it because she needed the 1FF outer card which NÃ¡městÃ* Republiky had thrown away, and also because my SIM card hadn't been registered to anyone's name. She tried again on another day and was told the same thing.
In late April, I visited the NovÃ½ SmÃ*chov branch and spent an hour in there. I showed the cardboard packaging in which my SIM card was originally supplied, and he said he could swap it for a nano-SIM but he wanted to charge me CZK 99. When I showed him a printout of the relevant web page which stated a free SIM swap, he consulted a colleague and agreed to swap it for free; he then did the swap.
As I had almost no credit on my account, I then asked the same guy whether a new SIM card (CZK 150) would be valid for 6 or 12 months; he replied 6. So I asked him why my existing SIM card was still valid, having bought it in August 2012. He had no clue, and referred me to another colleague.
His colleague looked at my account and said that my SIM card had expired in February 2013, even though it was showing a balance and still working (to some extent). She then tried to sell me a new SIM card, but refused to sell a nano-SIM, wanting to use a SIM cutter which would leave it at 0.76mm. She said that nano-SIMs were only for contract accounts. I then explained that her colleague had already done a SIM swap to a nano-SIM on my existing prepaid account (so why couldn't she do the same on a new SIM?) but he hadn't noticed that my account had expired. She then consulted him and my account showed a different status on each of their computers.
Between them, they managed to revive my account. By this time, I had lost the will to buy yet another SIM card, so I paid CZK 200 to top up my new nano-SIM on my existing account instead of a cheaper new SIM card. I therefore kept my number, which had some benefit as I had already given it to business associates in Prague, which later proved to be very useful.
Because my SIM card had continued to lose credit after I left Prague in August 2012 as a result of mobile data still being active and wanting to avoid the same mistake twice, I visited the NÃ¡městÃ* Republiky branch and they confirmed that my one-week mobile data package would naturally expire and not be renewed. However, the guy wasn't convincing. I also asked him to register my SIM card in my name, which I believe he did.
I then visited the NÃ¡rodnÃ* třÃ*da branch and asked them to confirm. She said that my mobile data package would be automatically renewed, contrary to NÃ¡městÃ* Republiky's answer. She put a stop on it at the end of the 7 paid days. I immediately received an SMS confirming this in Czech.

O2 is the best prepaid deal in the Czech Republic, and they are the incumbent fixed line network with a huge infrastructure and lots of shops everywhere. I also asked T-Mobile and Vodafone about their expiry policies and they are all similar; you likewise have to top up quite often.

	(#13)
NFH (Offline) Senior Member Prepaid Expert Posts: 322 Join Date: 11 Apr 2012 Location: London Country:	01-05-2013, 22:29 I have just returned from a trip to Prague and I am shocked by O2 (Czech)'s incompetence and blatant inconsistency between shop branches, between shop staff and their web site, and even between staff at the same branch. What I have learnt is that you shouldn't believe anything they tell you. Here are some examples: In January, a friend tried to replace my 2FF mini-SIM for a 4FF nano-SIM at the NÃ¡městÃ* Republiky branch in accordance with this guidance. Instead of giving him a nano-SIM, they used a SIM cutter which did not reduce the thickness from 0.76mm to 0.67mm, and they also threw away the outer 1FF credit card sized outer card which had the PUK number etc on it. Although it could be forced into an iPhone 5, this has the potential to invalidate the warranty because 0.76mm cut nano-SIMs can get stuck in the iPhone 5. In early April, a second friend tried to replace this cut 0.76mm nano-SIM for a genuine 0.67mm nano-SIM at a branch in Plzeň. They said they couldn't replace it because she needed the 1FF outer card which NÃ¡městÃ* Republiky had thrown away, and also because my SIM card hadn't been registered to anyone's name. She tried again on another day and was told the same thing. In late April, I visited the NovÃ½ SmÃchov branch and spent an hour in there. I showed the cardboard packaging in which my SIM card was originally supplied, and he said he could swap it for a nano-SIM but he wanted to charge me CZK 99. When I showed him a printout of the relevant web page which stated a free SIM swap, he consulted a colleague and agreed to swap it for free; he then did the swap. As I had almost no credit on my account, I then asked the same guy whether a new SIM card (CZK 150) would be valid for 6 or 12 months; he replied 6. So I asked him why my existing SIM card was still valid, having bought it in August 2012. He had no clue, and referred me to another colleague. His colleague looked at my account and said that my SIM card had expired in February 2013, even though it was showing a balance and still working (to some extent). She then tried to sell me a new SIM card, but refused to sell a nano-SIM, wanting to use a SIM cutter which would leave it at 0.76mm. She said that nano-SIMs were only for contract accounts. I then explained that her colleague had already done a SIM swap to a nano-SIM on my existing prepaid account (so why couldn't she do the same on a new SIM?) but he hadn't noticed that my account had expired. She then consulted him and my account showed a different status on each of their computers. Between them, they managed to revive my account. By this time, I had lost the will to buy yet another SIM card, so I paid CZK 200 to top up my new nano-SIM on my existing account instead of a cheaper new SIM card. I therefore kept my number, which had some benefit as I had already given it to business associates in Prague, which later proved to be very useful. Because my SIM card had continued to lose credit after I left Prague in August 2012 as a result of mobile data still being active and wanting to avoid the same mistake twice, I visited the NÃ¡městÃ Republiky branch and they confirmed that my one-week mobile data package would naturally expire and not be renewed. However, the guy wasn't convincing. I also asked him to register my SIM card in my name, which I believe he did. I then visited the NÃ¡rodnÃ* třÃda branch and asked them to confirm. She said that my mobile data package would be automatically renewed, contrary to NÃ¡městÃ Republiky's answer. She put a stop on it at the end of the 7 paid days. I immediately received an SMS confirming this in Czech. O2 is the best prepaid deal in the Czech Republic, and they are the incumbent fixed line network with a huge infrastructure and lots of shops everywhere. I also asked T-Mobile and Vodafone about their expiry policies and they are all similar; you likewise have to top up quite often.