English O₂ Community

Hello. I was a customer with 02. I left Germany, gave you my Anmeldung dated July 23rd, cancelled my contract and my number has been cancelled, entirely inaccessible on my phone, since Sep 21. However, I have just been charged 13.99 on 21 October. What is going on? Is my contract cancelled? Why am I being charged still? Can you help confirm my contract is fully cancelled, why I have been charged on 21 October, and that no more charges will be made please?Edit o2_Daniela 24.10.2026 moved from o2 Mobilfunk: Rechnung to English o2 Community: Mobile

Hello,I cannot find the invoice for my MyHandy contract that was paid a while ago. How can I find it?Edit o2_Daniela 24.10.2026 moved from English o2 Community: Broadband & Landline to English o2 Community: Mobile

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

Hello,I am temporarily leaving Germany to go to Brazil and I would like to request a temporary contract suspension (Vertragsaussetzung) for my mobile eSIM.I have already officially deregistered from my residence. I would like the suspension to start on November 3rd, 2026 and last until March 3rd, 2027 (exactly 4 months).Could a moderator please open a secure private message channel so I can provide my phone number and upload a copy of my Abmeldebescheinigung as proof?Thank you in advance!

I have ordered a prepaid eSIM from O2 online on O8 October but didn’t receive any WR code or verification link please let know. My order number is xxxxx, it’s been more than 3 days now. Edit o2_Gerrit 22.10.2026 moved to English O₂ Community: Mobile and hidden personalised data

Hallo o2 Team,My DSL router was returned to sender (Empfänger nicht ermittelbar) because my name was not yet on the mailbox.I have now added my name to the mailbox and doorbell. Could you please trigger a re-delivery (Neuzustellung) of the router to my address?My technician appointment is scheduled for October 6th.Thank you!Edit o2_Kathi 07.10.26 Moved to the section English o2 Community

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. I noticed an unwanted subscription 'O2 Unlimited Games Premium' on my account, which I never purchased or authorized. Could a moderator please cancel this service and issue a full refund for this charge? Thank you.

Hallo,In my O2 (176XXXXXXXXX) account I have extra balance of 27.70€  in which 12€ were added from my bank account. Now I want to transfer these 12€ into my bank account, is there any possible way?If theres is a way, I request you to tell me the procedure to transfer back my 12€ into my bank account.Thank you. Edit by o2_Andrea: verschoben von Digitales Leben zu English o2 Community: Mobileedit o2_Tobias: out of data-security reasons mobile phone number hidden

Hello, I am writing here because I don't speak fluent German to explain my issue over the phone. We switched to O2 home internet about 4 months ago, and we have been experiencing constant connection drops. We are using a Fritz!Box router. For the past month, the situation has become completely unbearable — the internet disappears entirely multiple times a day on a permanent basis (in the morning, afternoon, and evening). I visited the O2 shop where we signed the contract, but the employee just gave me a phone number to call, which I cannot use due to the language barrier. This is a severe breach of service stability. Could an O2 moderator please check our line, look into our Fritz!Box connection logs, open an official support ticket (Störungsticket), and help resolve this issue? Thank you in advance

Since I started my contract (O2 home XL) I had issues with internet speed stability during evening hours. Download speed remains mostly high (around 300mbps) but upload speed drops to 2mbps, which makes the internet unusuable. I already opened a ticket but was closed because the technician that came did so during the morning, when the conection is fine. I tried contacting support through the hotline multiple times without success.I also noticed that the DOCSIS channels are messed up because the modulation on docsis 3.0 drops to 8QAM when it should be 64QAM and docsis 3.1 is sitting at 32QAM when it should be 128QAM or 256QAM. So the problem is a lot of ingress noise, the huge amount of noise in the coax network.The problem persists and since they are not willing to send a technician during the evening hours (when the problem occurs) I am seeking for a solution or I will be forced to end my contract with penalty according to TKG § 57 abs 4 (Sonderkündigungsrecht) attaching the Breitband

---- German version below ---Hello,I moved to Germany only 2–3 months ago and unfortunately do not speak German.When I first visited an o2 shop, two SIM cards/contracts were set up, and I cancelled one. However, it seems another additional contract was also created without me realising it.In August, I was charged approximately €52 in addition to the bill for the phone number I currently use. I initially thought this was a cancellation fee. When another €40 was charged in September, I checked and discovered a separate customer number.After setting up my first contract at the shop, I received an email asking me to register my customer details. I entered my information, thinking this was part of my existing contract. I wonder whether the additional contract may have been created during that process.Customer service told me that cancellation was no longer possible because two months had passed.Could the o2 team please help me clarify what happened and find a way to cancel this unintended a

Hello everyone,I recently purchased a new O2 SIM in Germany and successfully activated it. I received a confirmation message stating that my SIM was activated. However, I still need to download and install my eSIM profile on my device to complete the setup.The problem is that, when I try to download the eSIM profile, I am asked to verify my identity by receiving an SMS. Since the eSIM profile has not yet been installed on my device, I am unable to receive the SMS required to complete the installation.This has left me stuck in a loop: I need the eSIM profile installed to receive SMS messages, but I need to receive an SMS to download the eSIM profile.Could someone please guide me on how to resolve this issue? Is there an alternative way to verify my identity or activate the eSIM profile without SMS verification? Any help or advice would be greatly appreciated.Thank you in advance for your support!

An unwanted subscription for O2 Unlimited Games Premium was accidentally booked on my number today, October 21st. I received the cancellation confirmation, but I want a refund for the €3.99 since I never ordered this.

I need to cancel my registration as my identification failed. I forgot to add my Middle name that shows on my document and that’s blocking identification. How?Edit o2_Gerrit 21.10.2026 moved to English O₂ Community: Mobile

Hello O2 Team,Please activate the "Anonymous Call Rejection (ACR)" function for my phone number so that calls without caller ID are automatically blocked.I want to continue receiving calls with a visible number, even if they are not saved in my contacts.Thank you in advance!

Hello O2 Team,I bought a new O2 Prepaid SIM card on October 12, 2026, and topped up €10 with the expectation of activating the 20GB data option.However, after using 1 GB, my internet stopped working. It seems standard pay-as-you-go rates were charged instead of booking the 20GB pack, leaving my credit balance at €3.64.Could an O2 moderator please check my account and help set up the 20GB data package or apply a goodwill credit adjustment?Thank you!

I activated an O2. Unlimited Trial SIM, but my speed is locked at exactly 1 Mbps on both LTE and 5G. I have full signal bars and manually configured the correct APN settings, but nothing changes. Could an O2 moderator please check my contract status and perform an internal Profil-Reset / SIM-Reset?

Hello, I am an O2 customer in Germany and I only speak English. I need help with my broadband/landline account login and I would like to know if it's possible to switch my contract to a Flex tariff (without a long-term commitment). My landline number is 0XXXXX72. Could someone assist me?Edit o2_Antje: Personal Data removed / 19.10.2026

I currently have an unlimited data on demand contract. After my daily allowance of 10GB ends I'm unable to top up high speed internet by sending the SMS “WEITER” to 80112. I have tried switching my phone on and and off, taking the sim card out and putting it back in, and turning airplane mode on and off but nothing works. This has been happening for the last 2 days in a row. Does anyone have a solution? Thanks!

I got scammed by this guy who was at O2 shop Am Harras. First of all he was extremely disrespectful towards me for no reason. I went to the shop in January to get my contract extended, I was enquiring about different offers, the guy was not cordial at all to inform what offers are cost effective. Anyhow, I got my contract extended and he asked me to sign the contract. While I was about to leave he told me that you get this free sim card. I didnt need it but he asked to keep it and I just put it in my bag. Today When I checked my invoice I was charged 73 euros. When I called customer care to enquire about why I was charged so much, I got to know that there are two contracts active on my profile. I had no idea about it. WHEN I WENT TO SHOP I WAS TOLD THAT YOUR CONTRACT IS EXTENDED AND WAS NOT INFORMED THAT HE IS MAKING ANOTHER CONTRACT IN MY NAME. THIS IS A FRAUD, I REQUEST TO IMMEDIATELY CANCEL MY SECOND CONTRACT AND REFUND MY MONEY.I have a feeling this guy did it INTENTIONALY and it i

Hello,I’m hoping someone from the o2 team here can help, because the regular support channels have not worked for me at all.Timeline:10 May 2026: I ordered o2 Home fiber (UGG network). I also moved two mobile SIM cards to o2 to get the bundle discount. 2 June 2026: The activation date shown in my account passed. Nothing happened, and no new date was given. August – September: I wrote several emails asking for a date and a correction of my delivery address. Every answer was polite, but each one sent me to a different department or hotline instead of solving anything. 19 September: The deadline I set in writing passed without any real answer. 16 October: The connection was “activated” - but only on paper. The cable end in my apartment is not connected. There is no fiber socket. So I still have no internet.I sent a detailed email with photos of the cable and the modem. The answer: please call the hotline. But I had already called earlier and described the whole problem on the phone.I can’

I ordered o2 sim card with 24 months contract. At that time i didn’t want to switch my old number to o2 but now i want to do it. How can i do that?note: i didn’t activate my o2 sim yet edit o2_Manga: verschoben von o2 Mobilfunk: Vertrag & Tarif zu Englisch: Mobile

Hello. I noticed an unwanted subscription 'O2 Unlimited Games Premium' on my account, which I never purchased or authorized. Could a moderator please cancel this service and issue a full refund for this charge? Thank you.Victoria edit o2_Solveig 9 October 2026, 6.15 pm, moved by  o2 Mobilfunk → English Community