English O₂ Community

Hello. My internet has been failing for 13 days. The hotline is useless I have been calling everyday and listening same thing there is no further movement to on my Ticket 9906046 . However, my internal logs show nearly one million uncorrectable errors on DOCSIS 3.0 Channel 1, and five-digit errors on DOCSIS 3.1 Channels 33 and 34. This is a severe line noise / hardware fault at the house amplifier. Please open a technical ticket directly with the network engineering team I URGENTLY NEED THIS TO BE FIXED   

Hi,I have just received today a bill for a router that I have sent back in April. I will happily produce the DHL receipt if you point me to where I can send it, and cancel that charge.A bit more details: I actually sent back 2 routers, I was supposed to move on march 27th, but O2 didn’t offer cable internet at my new address, so I subscribed to a new DSL offer. After a few days, I changed my mind and decided to cancel it all together, unfortunately the new DSL router already got sent. So I ended up returning both my old and new (completely unused router)I have return receipt for both of those, I have also opened a ticket with customer support.Please let me know where I can send all those documents so the charge (that is to be taken from my bank account on 06/11) can be cancelled.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

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

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.

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 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

Hello! My O2 DSL internet was successfully activated by a technician today. However, there was a typo in my email address during registration, so I never received the "Willkommensbrief" with my PPPoE router login credentials. I cannot call support. Could a moderator please help me get my DSL Benutzername and Kennwort? My contract number is EPOSxxxxxxxxxxx. Thank you!edit o2_Solveig 16.06.2026, 20:45 Uhr pers. Daten  

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!

Ladies and Gentlemenhiermit reiche ich eine formelle Beschwerde ein, da ich seit über einem Monat erfolglos versuche, meinen bestehenden Internetvertrag auf meine neue Adresse zu übertragen. Trotz zahlreicher Anfragen wurde das Problem bis heute nicht gelöst. Der Internetanschluss ist nicht aktiv, während ich weiterhin für eine Leistung zahle, die ich nicht nutzen kann.5. MärzIch habe den O2-Shop unter folgender Adresse aufgesucht: xxxx Aschaffenburg. Die Mitarbeiter vor Ort waren sehr hilfsbereit und unterstützten mich beim Kontakt mit Ihrer Service-Hotline. Während des Gesprächs wurde vereinbart, dass mein Vertrag auf die neue Adresse übertragen wird und ich alle erforderlichen Unterlagen per E-Mail erhalte. Trotz entsprechender Wartezeit habe ich keine Unterlagen erhalten.12. MärzIch habe den Shop erneut aufgesucht. Auch diesmal wurde Kontakt mit Ihrer Hotline aufgenommen. Mir wurde erneut zugesichert, dass ich alle Unterlagen per E-Mail erhalte. Dies ist jedoch erneut nicht erfolgt

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

Hello,  I changed my Vodafone DSL line to O2 Cabel and my connection was supposed to be activated on Monday 8th of June. I bought a router from ebay and I typed in my mac Adress on Monday, I called O2 and informed them and I waited for some hours for my router to be activated. It turned out that the router I bought was used by Vodafone and it was a rental. The next day I bought a "clean" router from amazon and directly called O2 to change my mac Adress. They guy from support told me it might take up to 4 hours or maybe even 24h. It's been 4 days since that and I still have no internet!!!I am calling every morning and asking if my mac address have been changed, to which I get the answer that "it has been passed to vodafone and that it should take 4 hours or a day or whatever. Some told me that they put me on priority list (whatever that means), yesterday they told me that it is scheduled to be activated between 16:00 - 20:00. But guess what... Nothing happened!!! I've been waiting for a

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!!!

Hello everyone , I would like to get from my homespot subscription to a dsl one but when I tried to register on my O2 I keep getting an error, any idee how i can change my current subscription without being required to log in a account? 

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