English O₂ Community

how to do of merging 2 contracts having the same customer name but with 2 different contract to get kombi discountEdit o2_Gerrit 03.07.2026 moved to English O₂ Community: Mobile

Hi, I can receive SMS codes and I was able to log in to o2online.de using an SMS code for my mobile number. However, when I try to access sensitive functions such as ordering an eSIM, viewing my data, or showing my PUK, the site asks for a full Mein o2 login.Forgot password asks me to enter my PUK. I still have the original PIN/PUK card from when the SIM was physical. The original SIM PIN still works on my current eSIM, but the website rejects the PUK in the password reset flow.Could you please check why the PUK is not accepted for Mein o2 password recovery even though the SIM/OTP works, and either reset my full Mein o2 login or issue a replacement eSIM after verifying my identity?Edit o2_Bianca 12.07.26 11:28Uhr: Moved from Mein o2, o2 Online & E-Mail to English o2 Community mobile

Hello,I can't deactivate my voicemail; I've already tried ##002# and 333, and I've also restarted my iphone. What should I do?Best regardsEdit o2_Gerrit 25.06.2026 moved to English O₂ Community: Mobile

Hello O₂ Team,I am permanently moving out of Germany and have submitted my extraordinary cancellation (Außerordentliche Kündigung) via postal mail to your central hub.Inside the envelope, I enclosed my official German deregistration certificate (Abmeldebescheinigung).Since I am preparing my relocation, I need to ensure that the document has been successfully received, scanned, and processed by your backend team. Could an official moderator please check my account status and trigger the official cancellation confirmation (Kündigungsbestätigung) to my registered email address?Thank you for your help.

Hi o2,I have cancelled my contract for my Mobile phone number, WiFi and TV contracts. I cancelled because I moved countries.I am unsure as to why a new 25 euro payment is coming out in my bank account.Now that my phone number has been cancelled I cant access my o2 information and I am completely blind right now.

Hello o2 team, I am writing from a friend's account. I am currently abroad and I have lost my phone and my SIM card. I want to block my SIM card to avoid fraud, but I cannot log into my personal portal because it asks for a 2FA SMS code. Can a moderator please contact this account via Private Message (PN) so I can provide my personal details and block my line? Thank you. o2_Giulia, 09.07.2026, 17:59: verschoben von O₂ Home zu English O₂ Community: Mobile

Hello O2 Team,I recently canceled my O2 contract, but I have unfortunately lost the official cancellation confirmation PDF.Could a moderator please help me trigger a new copy to be sent to my registered email address or my physical mailbox?Please let me know when it is safe to send my customer number and personal details via private message.Thank you in advance for your help!

Hello! I bought an eSIM from the O2 website, but unfortunately, it never worked; I didn't receive the activation QR code for my device. A support representative advised me to cancel the eSIM and request a refund. I’ve done the first part, but where should I write to get my money back?

I initially took the DSL wifi contract, but later changed to cable wifi contract, and despite returning the first router, I still got  charged 105€ penalty, where the amount got deducted on June 18th, I called the customer care too, they said they raised the ticket and I will get the refund within 2 weeks, but still I didn't get my refund back, please help me in this regard

Hi community,My official O2 Cable activation date was the 19th of May, switching from Vodafone. I have now been without internet for over 48 hours. O2 sent me both an SMS and email confirming successful activation at the end of the activation date, yet I still have no Internet connection.My router is a FritzBox 6660 Cable using my own hardware, not an O2 rental. When logging in to my router the cable signals shows green (ok) and the router successfully reaches the O2 network (router to ISP link shows green in FritzBox GUI), but gets stuck at the ISP authentication step and never reaches the internet. I have performed a factory reset and firmware update with no improvement.I have called customer service multiple times and was told to wait each time and that everything was looking good on their side. On my last call I was told the earliest a technician can visit is in 2 weeks, which is simply not acceptable.What are my options here? At this point I am seriously considering whether cancel

I'm having serious issues with my O2 DSL connection. While the internet works most of the time, I frequently experience very large ping spikes that cause noticeable lag and temporary freezes.The issue is especially problematic during online meetings (Zoom, Teams, Google Meet, etc.), where audio and video occasionally freeze for several seconds. Sometimes I also notice delays while browsing or using other real-time applications.The problem occurs intermittently throughout the day and does not seem to be tied to any specific device or application. The connection speed itself appears normal when tested, but latency becomes unstable, making video calls and other real-time activities unreliable.

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

Hi everyone,I hope someone here can help or share their experience.I had the o2 my Home L contract with 100 Mbit download speed and used a FRITZ! Box 6660 Cable router.I canceled this contract on 21.04.2025 and ordered a new contract (o2 Home XL, 500 Mbit), which was supposed to start today (22.04.2025) — using the same router as before.However, after restarting the router and checking the connection, I still receive only 100 Mbit download speed, the same as with the old contract.My questions: Is it normal that the speed upgrade takes a few more days after the new contract start date? Do I need to do anything on my side (like reset the router to factory settings or contact support)? How can I check if the new contract is already active on my line? Thank you very much in advance for any advice!Edit o2_Antje: Moved from o2 Home to English Community

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? https://i.ibb.co/BVws02mR/Screenshot-20251217-223258-Chrome.jpghttps://i.ibb.co/FkvnkdKR/20251217-223100.jpg 

Please help me, it is urgent :( !I had a contract with O2 named unlimited cost 20euro per monthi canceled it two weeks ago, it is scheduled on 22. Juni that end the contract.I did turn on Portierung (there is a message and an email confirm this, a supporter helped me)now i buy a new O2 prepaid sim karte, just activate it (not this account)and i want the old number with me to this new sim card.but when i put the anbieter : it shows like this below Please help me.Edit o2_Gerrit 30.06.2026 moved to English O₂ Community: Mobile

Dear O2 team, I would like to inform you that I have bought myself an o2 prepaid sim card the last month. That sim card didn't functioned. So I called tze o2 helpline and they told me that the sim is active but for me it showed no 'sim no service', and hearing this they send me a replacement sim with the same phone number. I got the replacement SIM card, and once again called the helpline to sctivate the sim. After asking the details they said that the sim would be activated in 30 minutes. It's been 24 hours and my sim is still not functionable. I hope the o2 team could help me find a solution for this problem.Edit o2_Gerrit 30.06.2026 moved to English O₂ Community: Mobile

Hello O₂ Team,I had an O₂ Germany Prepaid SIM card which suddenly lost signal completely. Before that, it was working normally, but now it shows No Service and cannot connect to any network.I would like to know whether the SIM card or the number has been deactivated, blocked, suspended, or affected by any roaming restriction.Could you please check the status of this prepaid number?I am currently outside Germany, so I cannot easily visit an O₂ shop. If you need the full phone number or SIM details, I can provide them privately.Thank you. The number ends with 9794 Bitte prüft, ob meine Prepaid-SIM deaktiviert, gesperrt oder von einer Auslandssperre betroffen ist.

Hello o2 Team,I am trying to renew and adjust my contracts, but the online portal is not loading my DSL options, and the Live Chat is completely failing to connect me to a human worker. I want to handle this entirely in writing/text and do not want to receive any phone calls.I have been a loyal customer for 14+ years and would like a moderator here to check my account and email me an official contract extension offer based on the German specifications below: Hallo, ich bin seit 12 Jahren treuer Kunde. Ich sehe das Angebot für DSL 250 für 35€ und Mobilfunk mit 100 GB für 17€. Da ich drei Verträge gleichzeitig verlängere, möchte ich ein Angebot über maximal 59€ insgesamt pro Monat haben. Dabei möchte ich unbedingt bei der DSL-Technologie bleiben. Außerdem muss meine bestehende zusätzliche Datenkarte für den Hotspot zwingend kostenlos aktiv bleiben (Connect-Option).Es handelt sich um folgende Verträge:DSL-Festnetzanschluss (Endnummer:668) Mobilfunk 1 (Endnummer: 417) Mobilfunk 2 (Endnumme

The system added "+49(0)" in front of my German number, even though I had already entered "+49". I'm worried the technician won't be able to call me on the home internet installation date. I cannot edit the number myself.Edit o2_Gerrit 02.07.2026 moved to English O₂ Community: Broadband & Landline

Hello,I am currently traveling outside Germany, but my O2 SIM card has no signal/service at all. I cannot receive any SMS or make phone calls. It seems that international roaming might be blocked on my account.Could a moderator please check my status and unblock the international roaming (Auslandssperre entfernen) for me?Thank you!

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

Hi everyone,I am writing here because I am at my wits' end with my o2 DSL connection and the customer hotline has been entirely unhelpful.I have had an o2 DSL contract for over a year. I originally ordered a 100 MBit/s connection for around €40/month. On setup day, the technician told me that because this is an old building on a high floor, I'd only get a maximum of 50 MBit/s and should ask o2 to reduce the contract. In reality, we never even got 50 MBit/s—we consistently only got 10 to 25 MBit/s. This is an absolute joke for a two-person household paying full price.Hoping for a better connection, I recently initiated a provider change to Telekom. Telekom later informed me the switch was canceled, but my o2 line went completely dead anyway. For the last 3 to 4 weeks, I have had absolutely zero internet.I have spent over 1.5 hours on the phone with customer support, getting passed around like a hot potato between the Activation, Contract, and Technical teams. The only "solution" they of

Hi, I ordered my home internet to my new apartment on the 11th June, up until last week I was able to check the order status online, however I am now unable to access that information. When I try to login it doesn’t recognise the details I created or if I follow the staus link in the email it says that Login is currently not possible. I am not sure what is happening?My internet is supposed to be activated on the 2nd July, I have not recieved my router nor had any company contact for the connection.Any ideas?

Hi..I am o2 client for 3 years...I have homespot contract for 24 months..after it is expired I have no access anymore to app...and I don't have a o2 mobile number..I have another two contracts with Xbox series x and PS5 and I want to see like before my bills etc..how can I do it?