English O₂ Community: Mobile

Dear all, I recently left Germany. On 11 May, I closed my mobile number and paid my final invoice on 30 May. However, I received another invoice today for a payment due at the end of the month. Why do I still have to pay? I had a call with your customer service team who confirmed the closure of my account.This might also be a problem, as I have already closed the German bank account that I was using for payments. Best regards,Simone edit o2_Solveig 24.06.2026, 11:00 Uhr verschoben von o2 Mobilfunk → English Community 

Dear O2 Customer Relations Team, I am writing to submit a formal complaint regarding a customer service call I had today at approximately 15:39 PM. During the call, I spoke with a representative named XXXXXX. Unfortunately, I found the interaction to be disappointing and unprofessional. Throughout the conversation, she appeared to be in a hurry and did not give me a fair opportunity to explain my issue. I felt that she was not listening to my concerns and was focused on ending the conversation rather than assisting me. In addition, I found her tone to be commanding and dismissive. As a customer, I expect to be treated with courtesy, respect, and patience. The manner in which I was spoken to made me feel that my concerns were not valued. I understand that customer service representatives may have to follow procedures and manage a high volume of calls. However, this should not come at the expense of respectful communication and attentive customer service. I kindly request that O2 review

What's wrong with internet? Both me and my fiance have 0 internet when connecting to o2 network, since we're close to the Netherlands, connecting to a dutch network solved the issue but right now I have 0 connection on both networks. Fiances internet works but is extremely slow. 

Please first help me understand why I was lied to by O2 customer service representative that I would be able to cancel my contract? I got a call from a customer service representative in April asking about extension of my contract. It was a renewal of my existing contract that was aboout to end in September 2026. I told him repeatedly that the only reason I still have my German phone number was so that I could file my taxes and obtain my tax refund. So i needed it atleast until the end of the year since I was not sure how long the tax office would take to respond to the objection that I had submitted a month ago. He said that there was a way to deal with this and that I can renew the current contract and then cancel it under “extraordinary” circumstances. The only reason I agreed to this was because I needed to still get a response from the tax office regarding my filed objection. And the customer service guy said that otherwise the price of my mobile services would increase and I aske

Hello o2 Team,I am writing to kindly request your assistance with a bit of a "circular loop" issue regarding my mobile account. Unfortunately, my online portal access was locked due to too many incorrect password attempts. I am trying to reset the password, but the system naturally requires a verification code sent via SMS.  Here is the challenge: my new eSIM profile has not yet been activated or added to my smartphone, which means I currently have no cellular service to receive this SMS. To add to the complexity, I am temporarily located in the USA right now, so I am unable to visit an o2 Shop in person to resolve this physical barrier.I would be incredibly grateful if an o2 moderator could look into this for me and advise on the best way forward.If possible, could you please send me a private message (PN) so that I can securely provide my Personal Customer Password (PKK) to verify my identity? Once verified, we could hopefully arrange to have the eSIM activation QR-code sent to my re

Hello O2 Community,I have a question regarding my mobile contract. I am currently using the O2 Unlimited S plan on a standard 24-month contract, which I signed just 2 months ago.Unfortunately, the capped speed of the Unlimited S is not sufficient for my daily needs. Therefore, I would really like to upgrade to O2 Unlimited M to benefit from the higher data speed.When I called the hotline, I was told that a switch is impossible because the contract is too new. However, this doesn't make much sense to me, as I am willing to pay more money each month for a higher-tier plan.Could an O2 Moderator please look into my customer account and send me a corresponding offer for the upgrade to Unlimited M via email (ideally keeping my current discounts, if applicable)?Thank you very much for your support! Edit o2_Flo: Beiträge zusammengeführt / topics merged 

Hi All,I hope this is the right place to ask this.A couple of months ago i received a call from O2 that my then current tariff will be discontinued and therefore they will put me into a new tariff. I protested it because I knew there will be a trick and I will end up paying extra but the agent assured me the only change I will have is that I will get an extra 20GB mobile internet for free of charge. No extra money will be charged to me he assured. Anyways, here we are 2 months later and I am paying an extra €30 without me agreeing to it or authorising it. When I call they say they can’t speak English and the only once can speak english they are not authorised to deal with self-employed customers.I admit I have not read the new contract when they sent it, which clearly stated that I will pay €34.99 instead of €29.99 for the new tariff. That is my fault.But they also took away the €25 discount I have been receiving since the beginning of my first contract for having all my services (tv,

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 article:Welcome to our english speaking O₂ Ho

Hello,I have been traveling in Spain for about a month. I noticed an unexpected charge of €16.50 under the "Verbindungen & Services" section of my current costs overview.!I still have plenty of unused data left in my allowed domestic German GB volume. I realize now that my account was mistakenly locked into an older, legacy roaming option rather than the standard EU-regulated tariff.!I attempted to fix this on the o2 website, but the system threw an error and would not allow me to change the roaming profile manually while abroad.!Could an o2 moderator please look into my account history, ensure my roaming profile is permanently transitioned to the standard, free "Roaming Basic" (EU-regulated)! tariff, and issue a goodwill credit of €16.50 to my account balance?!Thank you for your help!

Hi,I received a contract offer through the o2 Mitarbeiter-Vorteile portal. Shortly after, I received a second email stating the contract terms had been adjusted: a higher one-time fee but lower monthly rate. I accepted the revised offer, completed the online form, and paid the one-time upfront fee. ~230€After this I received absolutely nothing. No Confirmation no delivery status, nothing. When I contacted o2 support to ask about the delivery status of my contract and phone, I was told the second order had been rejected due to a credit check despite me having already paid the upfront fee. The agent was unable to tell me the reason for the rejection and escalated it to the credit department for re-evaluation.I'm a new resident in Germany and my German bank account is newly openedThe monthly cost is only €42/month why do they even need a credit check?Why haven't they communicated anything just simply took my payment?I canceled my previous contract and stuck without mobile data, they still

I am trying to complete the identity verification for my O2 order (Number: XXXXXX). I do not have an Ident-Code. Could you please check my order in your system and provide me with the necessary code or a direct link to start the verification process?Edit o2_Antje: Personal Data removed / 15.06.2026

Hello, I have a question about my O2 prepaid SIM card balance.Normally, I pay 9.99 euros per month, and before the payment deadline I already transfer 20 euros into my account. So I expected to still have about 10 euros left for this month.However, when I checked yesterday, I saw that my balance was −17 euros. This seems like I paid 20 euros plus an extra 17 euros for May, and I do not understand why.Could you please explain why this happened and check my account for me?Thank you.

Hello, I rquested a replacement sim card on 5.6.2026, current status says “In progress”. But I also got e-mail from O2 Team that I must activate the sim card within 5 days. How should I proceed?

I want to leave O2 please help!!!

I recently activated my new O2 mobile contract. Yesterday, my online overview showed "Unlimited surfing#ws" and "A day remaining in the billing month".Last night, the internet started working perfectly at normal high speed. However, today it has suddenly become extremely slow again, even though my phone shows full 5G signals and the APN settings are correct ("internet").Today is supposedly the payment/billing cycle transition date, but the high-speed data limit hasn't refreshed and I'm stuck on throttled speed. I checked my bank details and everything is correct, but no payment has been debited yet.I have an urgent university assignment due tomorrow and desperately need my contract's high-speed data to work. Could a moderator please check my account status and refresh my data profile? o2_Giulia, 13.06.2026, 18:40: verschoben von O₂ Mobilfunk zu  English O₂ Community: Mobile

I need to change my tariff. I have grow online but I do not use all the GB. I am a client since 4 years and I want a cheaper option. I cannot do that in the app.edit o2_Solveig 13.06.2026, 08:25 Uhr verschoben von o2 Mobilfunk → English o2 Community : Mobile 

I recently ordered an O2 prepaid eSIM and successfully completed the identity verification via WebID. However, I have not received the SIM card number or PUK2 code via email or post, which prevents me from activating the eSIM.Could you please assist me by providing the SIM card number and PUK2 code, or by sending the activation QR code directly?Thank you for your assistance.

Hello, im using telefonica network with my lebara esim. But im not able to recieve any verification smss from apps. Im receiving sms from normal numbers but cant receive verification smss. Tried another sim card with same phone and it was working fine. Something is wrong with the network

I am writing to you today to express my utter disbelief at the state of your customer service and technical infrastructure.On May 29th, I woke up to the nightmare that my Samsung S20FE was completely dead. Without a working phone, I was entirely cut off from essential services, including my bank accounts. Since quick action was required, I travelled from Esslingen to Tübingen around 9:00 AM, arriving at your local shop shortly after 10:00 AM. As other customers were being dealt with, I waited patiently for a little over an hour.I had decided to add a new smartphone to my existing contract. The shop manager/owner there could not have been more helpful – I explicitly do not blame him. However, after I decided on a new Samsung S26, the entire transaction collapsed due to a bureaucratic farce: I was unable to use my card to pay the required down payment of a whopping €1.00 because it was not a traditional German Girocard.Here are a few facts for your quality management team: I am a partner

I am facing this problem since a week and my internet speed has gone down from 100 mbits to 0.1 Mbits. I even called the customer care but still not received a solution. I write "WEITER" in the msg box, but The message box says on replying Die Aufbuchung konnte nicht durchgeführt werden. Ihr o2 . Please provide me a solution as early as possible Edit o2_Gerrit 12.06.2026 moved to English O₂ Community: Mobile

Hello! My mobile SIM card was blocked by the system due to a misunderstanding. O2 wrongly charged me 148.75 EUR for a DSL router. I have already received an official email confirmation from O2 stating that the router was returned and this charge was completely cancelled (ausgebucht / Gutschrift). However, my SIM card is still blocked for non-payment. Could an English-speaking moderator please check my account and lift the suspension? Thank you! o2_Giulia, 08.06.2026, 16:21: persönliche Daten verborgen

Hello.I have a problem with my SIM-card. The problem is that my SIM-card is currently locked, and I do not know why. I was abroad for the last three weeks and I did not use the SIM-card. Today I inserted it. For unlocking the phone PIN is required, I entered right PIN (I checked PIN on the site in my O2 and I have original plastic card which contained my SIM-card) three times, and it was written that it is wrong. Now it is required PUK to unlock. I entered right PUK, then I changed PIN (because the phone requires to change PIN), but nothing happened, the SIM-card is still locked. What can I do in that situation? edit o2_Tobias: moved to English community: mobile

Weiß jemand was los ist? Ich versuche seit eine Stunde alle verschieden hotlines und Kundenservice zu erreichen und nichts. AI geht an und dann call geht aus! 

Any one facing mobile internet issue ?. I raised the ticket last Saturday. I frequently touch with technical team. But unfortunately they're not resolving my internet speed issue. Any solution for this .i can't access Google and eventhough email also .what should I take legal action against the O2 ?