English O₂ Community

Hello, I currently have a DSL connection with a monthly cancelable contract. Could you please tell if there are any offers( for fiberglass internet) available for existing customers? Edit o2_Kathi 04.07.25 Moved from the section DSL, Kabel & Glasfaser to English o2 Community: Broadband & Landline

I had ordered a prepaid sim card online on 3rd Dec and I haven’t received the Sim card yet even after 15 days. I am new in Germany and I really need a German phone number for my bank account and other things. Shops are closed due to lockdown and I can’t buy a sim from shop. It is an emergency. Please tell me why my sim card is not delivered yet.  Edit by o2_Katja: Verschoben in unseren Englischbereich

Hi, I submitted the termination request with the deregistration certificate attached via online form yesterday .How long will it take to be processed as I will also need to return the router and I am leaving the country in 5 days?Please advise.Edit o2_Bianca 20.06.25 11:40Uhr: Moved from o2 Mobilfunk Vertrag&Tarife to English o2 Community mobile

Hello, I have postpaid O2 unlimited max sim card and it works fine but I have a very bad internet speed when usually use it. Idk the reason, the only time that gave me good internet speed  is after 12 AM which is not the best time to use internet. Could you please help meThis account is my main account in the O2 app My address is in xxxxxxxxxxxxxxxxxxand that’s a parralell street for more information Blumengarten str, 38304 WolfenbüttelI did  ticket before by call and they did say after 1 week we did all tests and there is no problem so I just want to know if there is no solution for my case so I can figure a new way.  edit o2_Solveig, 27.06.2025, 16:07 Uhr pers. Dat

Hello,Another interesting scenario, Since over a week now there are issues with one of the base stations providing service for my location. O2 is aware of the issue but for some reason not able to solve the issue. The result, for more than a week not there is no internet and mobile connection sucks. Amazing to say, but what surprises me the most out of all this is as follows. In war torn countries, base stations are brought back to full service in 48 hours after being completely destroyed. In a technologically advanced country like Germany, the third largest provider has a problem with one of its base stations which it has not been able to solve for  more than a week. The result, no service to customers because a base station is defective. Maybe, there are reasons above my understanding of technology, but surely a design should accommodate for base station failures, without resulting in total loss of service. If a totally destroyed base station

Hi I want to cancel my laptop order which i ordered todayactually i want to buy samsung book 5 pro 360but by mistake i ordered samsung book 4so now i want to cancel my orderthe order number is XXXXXXXXXXXXXEdit o2_Bianca: 27.06.25 11:46Uhr: Order number removed

Dear @O2 GermanyI never ordered an O2 Music Paket or Telefónica Germany, but I found out when I got the bill for May 2025. I immediately cancelled it, but I still got an invoice again this month to pay for this service, which I never used. Therefore, I would kindly request that you return the money taken without my consent.Thanks

Last April I found that my invoices of February and March were unexpectedly high.I called the service center and the assistant told me that there was an additional service that I HAVEN’T requested and used. He said he would cancel it and give my money back to my o2 wallet. I got a following email about that - so everything was okay.And next month, I found that there was additional service charge again in the invoice of April.So I called the service center again, and he said that it was related to the cancelled service - since I called them in April, it was cancelled in April and half month fee was included in the invoice of April.So I asked refund again, after soooooo long waiting (I really don’t know why I had to wait for almost 30 mins if it was related to an issue that was already cleared), and the assistant told me that it would be refunded in the same way - so o2 wallet.However I couldn’t get any email about that, and it is not refunded, so la

Paying 32 euro but Iam paying 32,98 euro why?Edit o2_Kathi 01.05.25 Moved from the section o2 Mobilfunk to English o2 Community: Mobile

I hope this message finds you well. Recently, I received a demand letter from O2 requesting payment of €26.97. As a prepaid O2 customer, I was surprised by this charge, considering that my SIM card operates on a prepaid basis.To provide context, I purchased the prepaid O2 SIM card from Edeka Pirmasens and loaded €75 for the “Prepaid Max” plan. However, due to unforeseen circumstances, I was unable to use the services effectively and decided not to continue with the plan.Could you kindly clarify the reason behind this payment request? As a prepaid customer, I expected to be charged only for the services I actively used. I would appreciate any insights or assistance you can provide.Thank you for your attention, and I look forward to your responseo2_Antje: Moved from Prepaid to Englisch Community / 17.03.2024 

A few weeks ago, an O2 agent called to discuss my expiring contract. I was at work and couldn't fully grasp all the details, but he offered to continue my current tariff at a reduced price of around €19. I agreed to this, though I now wish I had inquired about the cost of unlimited data. My main question is: will this new €19 contract automatically take effect with the same tariff once my current contract ends, which should be around September? Additionally, the agent presented a German contract verbally, which I did not fully comprehend, and I was prompted to say "ja" three times. I am now seeking confirmation that the terms of this new contract precisely match our conversation, as I am concerned about being bound to terms I didn't understand.Edit: Thread moved to our english community, o2 Michi 25.06.2025

Hello,I tried to activate my prepaid SIM card and the verification failed 3 times. I urgently need access to the card to be activated.Can you help?edit o2_Solveig 20.05.2025, 15:01 Uhr verschoben von Prepiad→ English o2 Community 

Hello 02, I set up a Handy SIM tarif one week ago online. I have received no confirmation email or SIM card in the post. Has the contract been set up? It’s not visable in ‘my o2’. Who can I contact?Edit: Thread moved to our english community, o2 Michi 23.06.2025

O2 wasn’t able to provide internet service to me. So I cancelled all contracts. In May I received an email message that they would debit my account. When I again (probably the 100th time) called customer service I was told that everything was cancelled and I wouldn’t receive another invoice/debit - the may charge would be the last one.Today I received AGAIN an email, that there was an invoice due in July.When I opened my account there was NOTHING. NO INVOICE, NO CHARGE, NO INFORMATION, NO RETURN EMAIL ADDRESS, NO TOLL FREE PHONE NUMBER. Be aware that I will issue a chargeback should you proceed with the debit.

Hi , I have a little situation with my current mobile package right now. I have 5 packages activated right now but I only need one. I only need Inklusive Datenvolume 25 GB and I don’t need the rest of the packages. Is there a way I can  cancel them. I can’t find it in the app.

Hello O2 Community,I have an issue with my O2 Home Box, The WLAN LED is off. I have restarted the router 2 times and pressed the button WLAN/WPS but it doesn’t work. Could you please help. Thank you.Edit o2_Bianca 10.06.25 10:33Uhr: Moved from Mobilfunk zu Hause & HomeSpot to English o2 Community Broadand & Landline

Hello, I want to canel my contract with O2. Could ypu please let me know the procedure? Thank you.Edit: Thread moved to our english community, o2 Michi 17.06.2025

I can’t recieve SMS after activating a new eSIM. I have checked my SMS settings and the correct SIM is selected to be the SMS recipient, i even tried changing it then changing it back. Can someone check my phone number ending in 5065 has SMS configured correctly? I need to receive my authentication code via SMS for my apps.

Dear O2  Community,I would like to change the tariff of my contract to a more inexpensive one because it’s not affordable for me to pay this much. I tried to do it through calling your colleagues and they asked me a 4-digit code which I don’t have. Would you please tell me how can I have access to this code?Thanks for your time Edit o2_Sven: Moved to English o2 Community: Mobile

I have 4 email accounts. 3 work without problems, one does not. I am not able to login to the email account: https://mail.o2online.de/#/loginThe error is : “Fehler!E-Mail-Adresse/Passwort falsch. Bitte versuchen Sie es erneut.”I am an admin of my account and can see the user name and password, even (as an admin) to change it. So I am 100% sure that username and password are correct.Please explain the issue and help me to use my email.Thanx.Edit o2_Bianca: Moved from Mein o2, o2 Online & E-Mail to English o2 Community Mobile

I am unsure how to terminate my WLAN contract. I moved years ago and was under the impression I cancelling my contract. However that was not the case. Can someone please assist me in the process of cancelling/terminating my contract.  Thank youEdit o2_Antje: Moved from Tarife to English Community / 13.06.2025

Hello, I recently Booked o2 internet home on 4th june, 2025. but I want to cancel this due to too late and I ordered new one. I already talked with seller that I need on urgent besis because of studies but when I talked with O2 support they said me that your activation date is 30th june which is too late so I cancelled order via call but just now I received mail where mentioned my confirmation of order. but i don’t need it so please take my concern and processed to cancel my booking because I already cancelled my booking before delivery so please share with me further steps as well as response me as soon as possibleEdit o2_Bianca 11.06.25 08:18Uhr: Moved from DSL, Kabel & Glasfaser to English o2 Community Broadband & Landline

I have lost access to the o2 portal, I would like to get my Rechnungen and change my bank data to pay for myhand devices.Problem: I moved to Switzerland and have canceled my mobile contracts.Statement o2: They only send this per post.I need some way how to reset my kundenkenzahl since I forgot or at least get the rechnungen in my emailEdit o2_Antje: Moved from o2 My Handy to English Mobile 

Hi I have submitted the contract termination of my Wi-Fi and it shows my contract end date has  March 28, 2026. I believe this is because of 2year contract since I have completed the 1year already now my question is would the bill be generated for the rest of the contract time and do I need to pay? In addition, when and how can I return the F ritzbox router. 

this is the second time my o2 internet disconnected suddenly.The last time it took 4 days to resolve and the reason for disconnection was not known either. Any idea how to solve this over weekend