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Greetings,



I moved to Berlin in February and got an O2 Loop prepaid SIM, and I've been very happy with the service so far.



One problem I have is not getting SMS messages from abroad, namely Iceland.. but I need this to be able to use my Internet bank there.



Is there some kind of routing block on messages on my contract by default, and can you remove it please?



All the best,



Sigurdur G.



Hi Sigurdur,



do you receive SMS messages, if they send from a german mobile phone? Which smartphone do you use?







Did you try to turn off LTE in your mobile phone? Your bank has the correct phonenumber? ( +4917........)









kind regards

Tom



--



I try to help here in the o2 community, I am a customer, not an o2 employee



Hey,



Yeah I receive SMS from German phones, the O2 service and things like MyTaxi verification just fine.



Since getting the SIM I've even bought a new phone here in Germany (a Galaxy S9) and that has the same issue as before.



I've verified my number with the bank many times, but I've also had family members try to send me a text message with no luck.. and they can call me just fine on the same number.



All the best,



Siggi.



The could be a problem with the SMS routing from iceland. Could be that the provide in iceland has a problem or no contract to route to germany. Do you have a friend with no O2 card, that could recive a SMS from you family?



SMS routing is complex. You family should ask the local provider for routing to O2 germany.



It's the largest provider there, Iceland Telecom. I can use a roaming SIM from there just fine over here.



But it won't hurt to send them a question I guess ☺️ 



what is the primary provider for roaming in germany for u?



I'm not sure, it doesn't say actually.. the field where the provider is usually shown is empty?



Can anyone from support comment on this? I've been quite happy with O2 so far and would have to have to swap providers because of this small issue.



Hi SiggiGG,



this doesn't sound like a problem from the normal settings.



If it only applies to messages from Iceland it seems to be a technical problem.



Do your contacts get a notification that their messages couldn't be sent?



Right now I can not open a task for the technicians. Therefore please contact the prepaid customer support (hotline).



Next week I will work again and check on your concern. If the customer supporter couldn't help you we will see if we can open a task then (right now I have no colleagues here that are working on prepaid usually).



Kind regards,



Jessica ☺️



Thank you for the reply Jessica,



No they do not get any notification of delivery failure, its completely silent.



I went to the O2 shop where I bought the SIM but they couldn't do anything for me.  The main reason I haven't called the hotline yet is my German is not very good, barely beginner level.



I'll check up on this next week again, thanks ☺️



Hi Siggi,



the o2 Shops are generally just points of sale. They can do some things for the customers (which are more likely about the contract and everything), but they do not work with such technical concerns.



I can imagine that it is pretty hard to get to talk to a person who can speak English while not being good in talking German.



We can also try to solve it here then, and keep the dialogue in this thread about everything.



I'll ask my colleagues next week what we all need to open a task, and we'll try everything to find the problem and also to solve it of course. ☺️



Enjoy the weekend until then!



Best regards,



Jessica



Hi there,



Any update on this issue? Would really appreciate help with this ☺️



Dear SiggiGG,



I discussed the issue with my colleagues and we came to the conclusion, that we do not have the tools to resolve it. Therefore, I filed a report for the technicians, who hopefully will be able to solve the issue.



However, this might take a while, we ask you to be patient. Rest assured, that we are working on a solution for your problem. ☺️



Please inform us, when the issue has been resolved or continues to appear.



If you have any further questions, please feel free to ask.



Kind regards,



Ubbine



Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones



Thank you so much for the help on this.



I just tried again today and now it works! I'm getting both SMS from family members and the internet banking application.



One happy customer,



Sigurdur Gunnarsson



Dear SiggiGG,



Glad to hear of this happy ending! ☺️



If you have any further questions, please feel free to ask.



One happy customer service provider 😉



Ubbine



Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones



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