English O₂ Community

I was signed up for this 5 euro protection option I never asked for, I was basically tricked into it. I request to cancel it.Edit o2_Daniela 18.04.26 moved from Packs, Optionen & Ausland to English o2 Community: Mobile

I cancelled my contract and O2 sent me an email asking to return the router and they gave me the serial number and the following link: https://router-retoure.o2online.de/app/dashboardUnfortunately, the serial number is not found. My router is very old (2012). What should I do?

How can I access my invoices online? When log in, click on "Mein O2" then on "Mein O2 Starteseite" I go back to the community site (https://hilfe.o2online.de/) I have currently contracts for 3 mobile number from my family and also for a Homespot. I would like to be able to review the invoices and see the contracts in a convenient way. Can somebody help me? Kind regards,Marcelo

Hello, I have two sim contracts:A) sim contract unlimited 5G (no public IP), which I am using as a hotspot for my laptop when I’m abroadB) sim contract unlimited 5G (with public IP, activation paid, and APN set on netpublic), that I am using to host a remote VPN service. On B, which has a dynamic public IP address, I set up a DDNS service that works perfectly. Periodically, my DNS name gets updated as expected with the public IP that the router receives via DHCP. If I am using A, I can't connect to my service and cannot even ping the router. Device A has no public IP address, but it gets an IP address from the cell like 10.178.7.176, and an external one like 176.2.66.7. The same service I host on connection B can work just fine from other connections that are not from O2. For example, I tried other mobile connections of other ISPs, and I could both ping router B and connect to my VPN service.

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

Hi,I have de-registered and moved abroad. Before moving to abroad, I have completely terminated my O2 DSL contract and returned the router as well. I have also received the cancellation receipt and confirmation of O2 router return on 12th Jan, 2026. It’s been 2 months and the amount is still being deducted.Could you please help me in resolving the issue? Thanks in advance!

Hello,  I got into O2 a couple months ago. I thought i might also call at O2 on the phone (01.04.2026)  and tell them I need Wifi in the appartment that im moving in next month (05.2026). It was easy to make a contract on the phone, I just told them the address and the speed of the internet, so till now everything OK. But on the phone, I was told I would receive a Frixbox within a few days or a week, and that I need to connect it in the current appartment, so then when I get into the new appartment, the internet will activate automatically on the activation date (15.05.2026). It's been 2+ weeks now and I havent received any Fritzbox. Should I be worried? I also got no emails of a delivery or a planned delivery. I know they're expensive and I dont wanna have to pay for it. Why Im worried: I made my "Handyvertrag" online. I received the phone but no E-Sim or Sim-Karte. I had to call and order a new one, for which I had to pay. And I dont wanna pay for a sec

I had been using standard O2 monthly plan for €29.9.Additional €20 was deducted towards Mobile Business Engine Gmbh services for the month of  March,2026. So neither I know about them nor I had used any of their services. And without my consent this was deducted and  would request for cancelation of the so called services and would request your help in recovering the debited amount. Edit o2_Kathi 17.04.26 Moved from the section Digitales Wohnzimmer to English o2 Community

I've moved abroad from Germany in February. Right after, I've notified O2 online and provided the required documents.O2 cancelled my line, but not my wive's, which is under the same contract. I've sent a new request and provided the required papers again, but nothing happened and I'm still being charged.I'd like to see it solved right away. edit o2_Manga: veschoben von o2 Mobilfunk: Vertrag & Tarife zu Englisch: MobileEdit: converted to question // o2_Rebecca, 07.04.2026 15:26 Uhr

Hi everyone,I’m having trouble with my connection. My router was already activated and worked perfectly for one day. However after a restart, it stopped working.The Power/Cable LED is currently blinking. I ran the FRITZ!Box diagnosis, and the error message says: "Internet provider not found”.Has anyone experienced this or knows if this is a line issue? Thanks in advance!

I want to leave O2 please help!!!

I have sent the signed termination letter on 31 March for my DSL internet by post (Einschreiben).The contract is ending in middle of June, 2026. I do not want to any extension of this DSL contract.It has been more than 2 weeks but still I have not received any confirmation. How long do I need to wait to receive the confirmation?

I would like to report that my mobile phone was stolen on 11 April in Germany. It's under contract with o2. I have already blocked my SIM card and obtained a police report regarding the incident.However, I am unable to find an option on your website to report the theft. Since I do not speak German, I am also unable to contact English speaking customer support by phone.Could you please guide me on how to officially report the stolen device and advise me on the next steps? I would also like to know how I can proceed with an insurance claim, if applicable. Edit o2_Kathi 14.04.26 Moved from the section o2 my Handy to English o2 Community

The free headphones with nothingphone 3 did not arrive. What to do?

I've moved from the EU to Latin America. O2 doesn't offer services here, so I want to cancel my contract. I've sent two letters to terminate it. The first was on September 11th. I received an email saying it was under review, and in October I received another bill even more expensive cause of a roaming I didn’t use cause as fast as I landed I turned off the data. I sent another letter and again received a notification that it was under review, but no confirmation. I'd like to know who I can contact remotely, preferably in English. I've sent emails and haven't received a response. The last time I contacted them, they said they couldn't find any cancellation letter. I no longer have my SIM card, so I can't make calls without incurring exorbitant costs, which is why I'm communicating via email. When I signed up for the prepaid SIM, I was told I could cancel at any time. I always get the option to end my contract in my O2 page but I can't find where.

Hello, I need help with my O2 prepaid S plan (€9.99 / 12 GB). For one month, my internet has not been working at all, even though my SEPA payment was successful and I can still make calls and send SMS.I have checked my APN settings (set to internet), restarted my phone many times and toggled roaming, but nothing works. When I dial *105#, it says ‘service not available’. It seems there is a technical block on my data profile. Could a moderator please suggest some solutions? Thank you..Edit o2_Kathi 14.04.26 Moved from the section o2 Prepaid to English o2 Community: Mobile

Hello,I am using an O2 prepaid SIM with the O2 S Pack.Please disable any automatic data recharge or automatic data pack (such as 1GB for 3.99€).I do not want any automatic activation of additional data when my current data is used.I prefer to manually choose and activate a new pack (for example upgrading to O2 M Pack when needed).Please confirm once this is disabled.Thank you.Regards,Sivasankaredit o2_Gerrit 12.04.2026 moved to English O₂ Community: Mobile

Hello, I ordered a prepaid eSim on 1st April, today I received a letter with physical sim. Completed my identity verification.after clicking on activation link, the page is redirected to esim activation page, but that page is blank, with a visible QR code which is not working.

Hi everyone,I have a question regarding O2 in Germany.I have two contracts with O2 (one for my phone plan and one for a device installment plan). I made a payment of €65, but I used the wrong reference number (Verwendungszweck), so the payment was assigned to the wrong contract.Has anyone had a similar situation?Does O2 automatically transfer the payment to the correct contract, or do I need to contact customer support?I tried using their chat, but the bot keeps looping and I can't reach a real agent.Thanks in advance for any help!edit o2_Solveig April 7, 2026, 4:38 p.m. Moved from o2 Mobilfunk -> to English o2 Community 

To the O2 Community Support Team,I am reaching out here in the hope of finding a final resolution to a persistent issue regarding my home internet connection, as my experience with the phone hotline has been unsuccessful and confusing.The Situation: In March, I moved from Munich to Dresden. I initially applied for a DSL relocation, but was informed via email that a relocation was not technically possible. I was advised to cancel my existing contract and place a new order for the Dresden address.The Complications: The Old Contract: Following O2's advice, I cancelled the old contract. While it is now confirmed as cancelled, the process took several weeks. The New Order: I have attempted to place a new order multiple times as instructed. However, every time I follow up, I am told the order cannot be processed because "pending orders" are still activ

Hey, I'm from Poland. Last year I bought a Samsung s24 from pawnshop and today it has been locked. Can you please check the imei number? What can I do for now? I want to copy my data at least like photos or contacts. 

Hello, I ordered a new contract on March 20th (Order: WSFxxxxxxxx) but still haven't received my SIM. It's been 10 days now. I called the hotline last Thursday and the agent promised to resend the SIM, but I have no confirmation email or an SMS. I want to keep my original deal since the campaign has now ended. Can someone please check if my SIM was actually shipped? Thank you.edit o2_Solveig 01.04.226, 08:02 Uhr pers. Daten 

Hello community,just to double check, I want to move my existing contract (Fiber O2 Home XL 600) to the new address. The same level of the service is available, Telekom fiber glass socket is installed.What would be the right procedure? Shall I call English Hotline and ask for service moving at desired date (01.03.2026)? Basically, what I need to tell is the new ID of the socket right?

I hired a new contract for fiberglass today because of a move to another place, and now I can see in my account two contracts regarding the internet, so I need to cancel my cable internet and only keep the new one, O2 Home XXL 1000 (2024) (fiberglass), and the mobile phone plan. Can you help me with this, please?