English O₂ Community: Mobile

Hi, yesterday I bought a new prepaid sim card and when I wanted to activate it, there was a problem about my personel informations so they said they couldn’t continue the video chat before I corrected my informations. After that, I changed my informations but there is no video chat option anymore. There is just a post option. What should I do to video chat?Edit o2_Cora 11.01.24: Moved from O₂ Prepaid

Hello,My physical German O2 SIM card has completely suffered a hardware burnout ("Invalid SIM" on multiple phones) while I am currently traveling in the UK.I am trying to complete an eSIM replacement swap via my online account to restore my connection. However, the system is forcing a 2FA verification code to my dead mobile number via SMS, making it impossible for me to finish the setup.I am completely stuck abroad without a working phone line. Could a moderator please reach out to me and help to resolve this. 

Hello, I topped up 15 € via credit card on October 21st. My bank fully settled the payment, and I have the receipt, but the money never arrived on my prepaid account. Can a moderator help me track this transaction?

Hello,My mobile internet has been severely throttled to a slow crawl for 3 months across all apps, whether I force 4G/LTE or use 5G on my Samsung Galaxy S24. My device settings are completely fine, APN is set to 'o2 internet', and my data volume is completely untouched.I was locked out of the website due to a security firewall/cookie issue, but I am now reporting this via Wi-Fi. Because the issue follows me everywhere, it is clearly not a local cell tower failure, but a system-side profile glitch in your internal database (Aktivierungshänger des Datenprofils).Could an o2 moderator please check my contract profile in the backend database, release any stuck data caps, and trigger a fresh HLR-Reset / SIM-Reset on network level?

Hello O2 Support Team,I have a legacy Nokia 5250 phone that was originally purchased from O2 Germany in the 2010s, and it is still SIM-locked to the O2 network.I am currently living outside of Germany and do not have an active O2 Germany phone number or SIM card. Since the device is well past its original lock period, could a moderator please help me retrieve the free network unlock code for this device?I have the 15-digit IMEI number ready and can send it via private message whenever needed.Thank you very much for your help!

Sehr geehrtes O2-Team,ich möchte Sie bitten, den monatlichen Datensnack in Höhe von 21,99 € für meinen Mobilfunkvertrag O2 Mobile L Online (2024) zu kündigen bzw. zu deaktivieren.Auf meiner Rechnung wird dieser Betrag monatlich zusätzlich zu meiner regulären Grundgebühr berechnet.Ich habe bereits mehrfach versucht, Ihren Kundenservice über den Online-Chat zu erreichen. Leider konnte mein Anliegen dort nicht bearbeitet werden.Daher bitte ich Sie, die kostenpflichtige Zusatzoption zum nächstmöglichen Zeitpunkt zu deaktivieren und mir die Kündigung schriftlich zu bestätigen.Wichtig: Ich möchte ausschließlich den monatlichen Datensnack für 21,99 € kündigen. Mein bestehender Mobilfunkvertrag, meine Rufnummer und mein reguläres Datenvolumen sollen unverändert bestehen bleiben.Bitte teilen Sie mir außerdem mit, wie ich bei weiteren Fragen direkt mit einem Mitarbeiter Ihres Kundenservice Kontakt aufnehmen kann.Vielen Dank für Ihre Unterstützung.

I deactivated my sim card in October 2026 but it would remain valid till December 2026. I am unable to receive OTPs after the deactivation, which could be due to two reasons:1.I moved out of EuropeI deactivated simEdit o2_Kathi 09.11.26 Moved to the section English o2 Community

o2 Online Protection Mobile 24M I have been subscribed to this service and being charged 1.99 for the same every month. I really don’t want this service. Is there a way I can unsubscribe?  edit o2_Manga: verschoben von Digitales Leben zu Englisch Community: Mobile 

Hello, Roaming failure while traveling in an EU country: Postpaid SIM stuck on EDGE, need HLR network profile refresh. On both numbers associated with my account. thank you!Edit o2_Kathi 09.11.26 Moved to the section English o2 Community

Hello. I found out that I have been charged around 13-14 EUR monthly for the past 6 months for 'O2 Unlimited Games Premium'. I did not intentionally activate this service and have never used it. It was hidden from me. Please cancel this subscription immediately and refund the full amount collected over these 6 months (approx. 14 EUR for each month) to my account. Thank you.Edit o2_Gerrit 08.11.2026 moved to English O₂ Community: MobileEdit o2_Kathi 09.11.26 Title adapted for a better overview

I received a letter from O2 stating that they will not allow me to continue to have the existing plan and therefore was cancelling my service, unless I changed to another plan. It seems that the optimised plan is cheaper but does not cover the unlimited plan that I have. As upgrade I am not allowed to select unilmited plans anymore for my number. I can get a different phone number but I can't make my plan unlimited. Contractually they have to provide 20 years of plan security, although I am month to month, I am willing to sign another 24 month plan. I also added another line for my Child and my spouse. But they won't let me get my spouse a line. I pay over 1K a year in services to O2 but they decided I am not valuable enough. No explanation, just cancelling my order. I pay my bills and have no issues with my bank and I live in Germany but still o2 wants me to take my business somewhere else. I have been with O2 for over 10 years. I just wanted to know if anyone else is being discrimina

I tried to register a defect for my Zyxel portable modem however not sucxeddSeperated from FAQ and created a seperate post // o2_Rebecca, 05.10.2026Origin: Device defective? o2 warranty, repairs & data backup explained | O₂ Community

 On October 12, I called the O2 English hotline to request a roaming package for my upcoming trip to Turkey. I explicitly stated my destination several times, and the customer service representative assured me that the package they offered would cover Turkey. Trusting their advice, I booked the package. On October 13, I received the activation SMS. On October 15, just two days before my trip, I called the O2 English hotline again, specifically to double-check that the package covered Turkey. For the second time, I was explicitly assured that it did. However, when I landed in Turkey on October 17, I was immediately charged almost €60 in roaming fees, reaching the limit at which O2 restricts roaming. As a result, I was stranded at the airport without internet access for hours, despite having done everything possible to prevent exactly this situation. To make matters worse, I am now being charged both for the roaming usage and for the package that O2's own customer service representatives

Hello everyone,I'm an existing o2 customer and I'm interested in the new MacBook Pro 14" with the M6 ​​chip, which will be available from Apple since November 6. Ideally in the 32GB RAM / 1TB configuration, or alternatively with 24GB.Unfortunately, I can't find it in the o2 shop yet. So my questions:Will the MacBook Pro M6 be offered through o2 My Handy without a tariff, and roughly from when?Which configurations are planned (24GB and/or 32GB RAM)?Which terms will be possible (24, 36 or 48 months)?Thank you in advance for your help!Best regards,Edit o2_Kathi 06.11.26 Moved to the section English o2 Community

I don't can activate the sim.. Edit o2_Kathi 06.11.26 Title adjusted and translated for clarity

Hello O2 Community,I am absolutely shocked and deeply frustrated by what happened this morning. I recently cancelled my previous internet contract and ordered a new O2 SIM card for my home office router online. Before placing the order, I checked the availability for my address, and it was perfectly fine.Today (Saturday morning, Oct 31, 2026) at exactly 4:50 AM, I received an automated email stating that my order (Order Number: CIXXXXXX80B) has been cancelled. I NEVER requested this cancellation! Your automated system triggered this on its own.This has put me in a complete emergency. My old connection ends tomorrow, and I must work from home on Monday. Because of this random system glitch, I am left without any internet for my job, and I am being forced to spend extra money out of my own pocket on short-term backups just to keep working. It feels completely unfair and like a scam.Can a moderator please check the internal system log for order CIXXXXXX80B and tell me why it was automatic

Cancelled subscription but still 71EUR deduction When i check the portal only 19.99 eur is visible. attaching the screenshot of the deductione belowEdit o2_Antje: Personal Data removed / 01.11.2026

Hi o2 team! I placed an order for an iPhone 17 Pro without a contract and received a confirmation email stating that my order had been handed over to DHL for delivery.I have been patiently waiting for my parcel for several days. However, today I unexpectedly received an email confirming the return of my order.I would like to clarify that I never cancelled my order or requested a return. I am therefore very concerned and confused about why my order is being returned without my authorization.edit o2_Solveig: 30 October 2026, 09:44 moved from o2 My Handy Financing -> English Community 

Hello,So I have a new mobile 2-year contract with o2 which I particularly made sure to be able to keep my existing number which is a Telekom prepaid number. I received the o2 SIM card and waited until the 1st of the month to activate it, thinking once Ia activate the new SIM card it would somehow be my existing number, only to find out I have a new mobile number form o2. I do not want a new number, in such case I would cancel the contract. Please help, thank you in advance! 🙏Edit o2_Kathi 02.11.26 Moved to the section English o2 Community

I have bought O2 sim card (prepaid) couple of weeks ago. The SIM card is working fine, i.e. calls, internet and messages. But when I am trying to register to the O2 app using my phone number, the app is showing that the PUK number is invalid. I entered the code exactly as per the SIM packaging and even tried PUK2. Note that even though the PUK is not working, the PIN given in the packaging is working perfectly fine. I am currently unable to view remaining balance. Edit o2_Kathi 04.11.26 Moved to the section English o2 Community

Hallo. Ich habe versucht, ein Prepaid-Pack zu buchen. Durch eine Systemverzögerung wurde das Pack nicht rechtzeitig aktiviert, und mein Handy hat stattdessen den teuren Basistarif (Tagesflat) genutzt. Dadurch wurden mir ca. 2€ abgezogen, und nun reicht mein Guthaben nicht mehr aus. Bitte stornieren Sie die fehlerhafte Buchung und erstatten Sie mir sowohl das Pack-Guthaben als auch die fälschliche Tagesflat-Gebühr auf mein Prepaid-Konto. Vielen Dank.

Hello,I am having a critical issue with my o2 Prepaid account access.Previously, I was registered and could use the "Mein o2" app without any problems. However, a few days ago, the app logged me out. When I tried to log back in, nothing worked.I then tried to recover my password via the website, but without success. I even requested and received a temporary password/code via post (paper mail), but when I enter it, the system keeps saying it is incorrect. It seems my login credentials and profile are completely out of sync.Out of desperation, I tried to re-register. When the system asked for my PUK code, I entered the exact PUK printed on my original SIM card holder, but the system rejected it as incorrect.It feels like my backend profile is completely broken or locked. Could an o2 moderator please look into my account database profile, reset the online registration lock, and help me regain access?Thank you!Edit o2_Gerrit 30.10.2026 moved to English O₂ Community: Mobile

I need Conference Call Activation (Merge Calls) on my account. 

Hello please i my 4 pin or code help me  Edit o2_Kathi 28.10.26 Moved to the section English o2 Community