English O₂ Community: Mobile

Hello O2 Team,I was trying to order a MultiSIM for my Apple Watch, but I mistakenly ordered it via the O2 app instead of through the Apple Watch app.Later, I successfully ordered the correct one via the Watch app.I now have three eSIMs: one for my iPhone, one for my Apple Watch, and one that was mistakenly ordered via the O2 app and has not been activated.Is there any way to cancel this last eSIM? I could not find an option to do so in either the app or on the website.Thank you in advance.

Hello Team, I am planning to move back to home country and hence i would like to terminate my o2 contract prematurely. I also have no intended plan return back to Germany as I am returning to home country. May I please know what are the procedures to terminate the contract and necessary documents that I need to submit as a proof.Please let me know regarding thisEdit o2_Antje: Moved from Prepaid to English Community

Hi, I have this issue where my data is not working abroad. It works in Germany but nowhere else. Calling works too.I often travel to Slovakia and on my way through Poland it doesn’t work as well.I tried manually selecting network that didn’t help. I reset the APN connections didn’t help.Turned off preference of 4G LTE didn’t work. Roaming is turned on so don’t ask me this. I tried SIM card in other device and that didn’t help as well. Last month I asked for SIM card change and even new SIM doesn’t work. I tried to order roaming option to my current data plan and that didn’t help. I am at loss. Please help me or I will be forced to change operator. 

I ordered an eSim on 17 Nov. Till now I still didn't have the eSim, the courier returned to the o2.Now I have to pay something that I never use and has been returned. The eSim in activated and ready to use. Today i have to make the payment, is that normal to pay something that u didn’t even use? What i have to do? I want a replaced eSim quickly Edit o2_Antje: Moved from Sim-Karte to English Community / 02.01.2026

Hello!I have 24 month contract plan “O2 Mobile XL (2024)” started in 14.11.2024 with a notice period of 1 month(s) before the end of the minimum contract term.What are the downgrade options in my case?On the website, under the “Zur Vertragsverlängerung” sometimes it shows several options to upgrade/downgrade, sometimes options are not loaded at all. It is difficult for me to find time when it properly works, in order to choose right tariff.How is it possible to downgrade the tariff earlier then after 12 months only, and what will the options in my case? Thank you!

Hi,I didn’t set up SEPA payment in my O2 app or in the web. However, my data pack has been renewed again just few hours ago without my permission. There is no money in my app. It will take it from my bank account in the following days. I tried to deactive it before the renewal and also after but I couldn’t find such an option. Also, there is no SEPA payment for O2 in my banking app. I have checked it again and again. I don’t want to pay for something that I am not using. Please, help me to cancel it. 

Dear O2,I have been calling your customer care for more than a month and, after making 30 to 40 calls, I was unable to find an English-speaking representative. Only once did someone take note of my problem, but I never heard back from you.There appears to be an automatic recharge or activation on my prepaid SIM that keeps deducting money and automatically activating the “M” package. I have no idea how this was activated. I believe it may have happened accidentally while navigating the German-language website.After that, O2 charged me a €4 fee because the deduction could not be completed. I never received any email or notification regarding this. Later, I had to recharge my balance to reactivate my SIM, and again the “M” package was automatically deducted.I wrote an email regarding this issue and also submitted a contact form, but I did not receive any response. Eventually, I switched to the “L” package.At this point, I request that you either:

Hello,I found myself subscribed to O2 Music Packet since September 2025 without ordering it. Now I cancelled it, but since then I was charged 3 times without using it at all. Therefore, I ask you to refund me, please, as in this case O2 Music Packet | O₂ CommunityKind regards

Hello everyone! I have a  O2 Home M 100 Flex prepaid sim. I want to use my ZTE G5TS as a modem only (bridge mode) and a Xiaomi Mi AIot AX3600 with openwrt as main router.My problem is that ZTE doesn't passtrhough WAN IP to the Xiaomi.I read on an LTE forum that changing subnet of the gateway should fix bridge mode. I changed subnet of ZTE, no luck. Reverted back. Changed subnet of Xiaomi, no luck. Tried default, no luck. My Setup:ZTE - Network Mode - Wireless (reffering to 5g networ) + Bridge mode          No DHCP          Wi-Fi off          In bridge mode, no settings for NAT or anything else to turn off. Xiaomi: WAN port on DHCP I also have a Huawei WiFi6 AX3 with stock firmware. Same thing happens. WAN to DHCP, no internet, no wan ip, no connection. If i set WAN port to static ip an give it the ip 192.168.0.2 works = double NAT. The only way this setup

Hi! I ordered the o2 Mobile S Flex Online (esim version) on 05.09.2025. A couple days ago, I got an email from o2, asking me to activate the esim, however I haven’t received any QR codes per brief. Also, I found out that somehow I didn’t have an o2 account during the purchase, and the account that I created now doesn’t show anything regarding my purchase. P.S. I have an Iphone 13 Pro. I will be going on a trip by the end of this week, so I really need to get the esim activated as soon as possible. Would appreciate some help, and thanks in advance!Edit o2_Antje: Moved from Sim-Karte to English Community

Hello everyone,I’ve been trying to cancel one of my O2 payments, as it appears that I’m registered twice in the system.I have:One account for my phone contract, and One account for O2 Home Internet (LTE), which I previously had but already canceled. I returned the device as required, yet I’m still being charged under this account, although for a different amount.Details:XXXXXX (Home Internet) → This account is still charging me (previously €40.98, now €21.15). I want this payment removed completely and the account closed, as I’d like to unify my accounts in the O2 system to avoid issues like this in the future. XXXXXX (SIM card) → This is my active SIM card contract. I’m currently being charged €21.18, but according to my contract, the correct amount should be €19.99.The accounts I added are the same ones listed in the O2 system,

When a mobile phone contract is signed, the rules for revocation depend on how the contract was entered into. If a customer wishes to withdraw from a contract, it is therefore essential to know the sales channel Revocation of contracts signed online or by phoneCustomers have the legal right to withdraw from a mobile phone contract within 14 days without providing any reason, according to the Distance Selling Act (Fernabsatzgesetz, FernAbsG). This applies to contracts signed exclusively such as telephone or online.The 14-day withdrawal period begins on the day the customer receives both:your phone or SIM card and the contract information whatever arrives last.To exercise the right of withdrawal the customer must inform the mobile phone provider of their decision by means of a clear written declaration ( f.e. by letter or email). A

Hi, I wanted to ask if there was any way to lower the fee for the data usage outside of the EU? this was my first time leaving Germany with the phone contract from o2 and I had no idea that I could not use data in London (where I used it for a short time at the airport). I really truly thought I could use it in Europe but turns out it’s only in the EU.  please if there is any way! I am a student and this would hit really hard on my savings :( I also want to note that I tried calling as soon as I received the message but the waiting time was longer that the operational hours so it hung up the phone once I was already waiting for 20 min.edit o2_Gerrit 02.01.2026 moved to English O₂ Community: Mobile

Hello,I noticed that my personal data (first name in particular) was incorrectly entered by O2 colleague when I purchased my prepaid sim. I would like to change it, however, no matter where I try (on website or O2 app) it gives me an error message. Spoke to the operator and went to the shop as well - they can’t help. Operator said he created a ticket about this error but who knows how long will it take to fix this issue.How can I correct my name asap? I used simple contact form, but no one came back to me.Thank you.

Hello, I submitted a request to O2 for porting of my number from LYCA. The request was made to LYCA on 3rd of December and I contacted O2 via phone on 4th to get my number ported. However, it is 29th of December and there is no action yet. Please advise, Thank you.

I just joined O2 Prepaid. I paid the initial activation fee and €10 for the 20 GB plan. While I was using the data, my wife topped up €20 and subscribed to the 80 GB data plan around 12:00 PM.After that, I did not check my phone and left it charging. At 3:00 PM, I opened my phone to check the news, but the internet was not working. I waited for my wife, and by 9:00 PM, she suggested that maybe I needed to top up again because there might be a required maintaining balance for the plan to work.We topped up another €10, but €1.49 was deducted again for data. My wife is very frustrated about what happened.Could you please explain why the service is so difficult to use?Why is my data not active when I already paid for it?I have already tried troubleshooting my phone:Restarted the phone Reset network settingsBut nothing worked.Why can’t I use the data that I already paid for? 

Hello,I am writing because there was a mistake with my recent order over the phone. I requested a mobile plan for approximately 20 €, but I received a contract for 55.98 € instead.I want to keep the iPhone 17 Pro, but the mobile tariff is much more expensive than what was agreed upon during the call. I did not give permission for a 55 € plan.Could a moderator please help me to: Correct the mobile plan to the 20 € version we originally discussed. Ensure that my hardware discount for the phone remains active. I would like to resolve this without canceling the whole order, as I want to keep the device. Thank you for your help.  o2_Giulia, 29.12.2025, 09:28: v

Hi everyone,I’m hoping someone here can help me understand what’s going on, because right now I’m honestly quite confused.I was told that I would get 50% off my current plan and an additional SIM card. No one mentioned a one-time fee, and in the end I decided I don’t want the extra SIM card at all.So on 18 December, I contacted the O2 team using the online chat in my O2 login. I gave them my order number and they confirmed the order would be cancelled. I also received an email from O2 saying that the order was cancelled, and that if the SIM card still arrives, I should just dispose of it since it was never activated. So far, so good.But today I received another email asking me to provide a SEPA mandate for the new SIM card. Now I honestly don’t know whether the order is cancelled or not. I was relaxed after receiving the cancellation email, but now I’m worried again.I really don’t

Hi all. I sent my new Samsung galaxy 25 ultra to repair cause of several issues, like overheating and camera colorless and people which I called told me they were hearing scratching sound when calling them. It is being already one month since i sent the phone to repair shop. They took ages to send the phone back to me and when I try the same issues were present, so i sent it back again. Still waiting for the phone back again but I do not think they can fix it since it is probably a hardware issue. The first time the repair shop sent the phone back to me, there was not description of what they did. To be honest I am struggling a lot doing my daily life without a phone. O2 shop not even gave a temporarily phone while the other one was sent to repair. Very unsatisfied with O2 service. Can I demand to have new S25 ultra galaxy, same model like the one i bought and sent to repair? Please help me outEdit:o2_Lea/06.10.2025/moved from the following articl

Hi, I have tried to send 5.50 Euro into my O2 account using reference no. of Telefonica Germany, on 6th April. But I have not received any credit in my account. I have checked via the app as well as by dialing the relevent no. Can anyone please help me out?

Hello, I bought a prepaid card in Germany today. I can login My O2 using one time password via SMS option. After that, I try to set up a password. I enter my email when asked and then I’m asked for a confirmation code that’s supposed to be sent to my email. However, that code never arrives. How can I set a normal password? Kindly,Alper

I'm trying to port my number. My contract ended a couple days ago. I tried to free it but it gave me an error. I do remember trying to free my number a couple by phone call two months ago. How do I check if I have already freed my number

I have one question and I hope that the experts here could help me.I need to cancel one of the subscriptions that I have, because the user of the mobile phone it’s back in my home country.I need to know if it is possible to do the process online or not.Thanks in advance. Edit o2_Sven: Moved to the English o2 Community