English O₂ Community

Hi,I bought EUR15 of credit for my pre laid plan but I provided a wrong phone number (missing one digit). How can get the money back? Can we fix the phone number to send the credit? Order: xxxxxxxx Edit: Order-ID anonymisiert - o2_Kurt

I have just moved address and I am unable to update my address online successfully. When I input my new address, i get a error message saying the address and PLZ do not match - I am 100% sure I input them correctly. My new apartment is a new construction and i believe this is the reason for the error message. How can i best sort this?    Edit Sandroschubert: Move to English O2 Community

Dear o2 team, I have contract with o2 dsl (O2 DSL Classic S Flex) since April 2017. Sonce July 2020, it is very slow. I hardly open my e-mail account. We share wifi with my flatmate and she also has the same problem.I would be very happy if you can inform me about the reason or fix the problem.Many many thanks in advance. All the best, 

Hello O2 Team and Community, I've sent the termination contract since March 2017, but on my Mein O2, the contract is still running till next year. The O2 team had confirmed me in March, saying that the postpaid contract will end tomorrow, 4 November 2017. In addition, one of O2 Team had called me last month, asking the reasons I terminate the contract and he told that the contract will end tomorrow too. Can you fix this problem? I am living now in Indonesia as my German Visa is ended. Meanwhile, can you please change my number into the prepaid number? I really want to keep this number and hope to come back to Germany for my study again in the future.  I am really looking forward to the response. Thank you

hello my contract ends in 4 months and i would like to renew it and get a new device..on my o2 app it says i cant extend my contract and in o2 shop they say they dont have an offer for me i have free m 20 gig boost tarife edit o2_Tobias: moved from https://hilfe.o2online.de/english-o2-community-mobile-43/o2-mobile-contract-extension-540358 to this new topic

Hi,   My o2 mobile contract ends in December 2020. I would like to extend my contract.   I have 2 questions.   If I extend the contract now, will my current contract be replaced by new contract immediately or new contract is applied from December 2020? If I want the new contract from December 2020, when should I activate the contract extension? Should I activate it now or wait till November 2020?   Kindly let me know.   Regards, Lokesh

Hi O2 Team, I’d like to upload my ID to change the name of the contract but I have a message error. My file is under 5MO and that’s a PDF. Where can I send my ID to change contract name?

I’ve recently checked the O2 website to see if there is a lower supported bound for O2 HomeSpot plans (it works quite unstable at my case, regardless of a good LTE connection). I found out there is a new 5G router for Hopespot possible. I wonder, if it is possible to get the older O2 HomeSpot router replaced with a new one. There are a number of known issues with the former one (you may find my posts for details), it is also not possible to try any other hardware (also discussed in a numerous threads on this forum).   

HelloI am planning to move out of Germany in about a month, I have all the documents and all the info on how to do that. I am just having one problem, when I try to login in this portal https://dsl-retoure.o2online.de/Login#it shows the message “Die Anmeldung ist fehlgeschlagen. Bitte versuchen Sie es erneut.” I can login in mein O2 with the same username and password with no problem. Can you help me to find out the problem? Thanks a lot 

My bill is more then double as big as usual and I haven´t even used that phone-nr/internet etc…Yes I ended my extra ordinary contract before (3 contracts) is that the reason I get this big last(?) bill?But how does that work?I usually pay around 50-60€/month not 137€!It says: “additional services” 54€ on it as well…. what on earth is that?The rechnungsnummer is: **********/06My kunden nr is: ********** I´m not gonna pay anything of this big sum if I got clarity in this.Thanks for some help (you´re helping good here btw, I hate automation answers or chat bots)/Viktor Edit o2_Alina: Persönliche Daten entfernt.

Hi guys. I received my homespot this saturday. When I Activated was everithing all right, and sunday too. but 2 days ago my connettion is really slow or i have no connection.  i dont know what to do, because the device ‘says’ everithing is ok.    so how can I have internet connection again? Or how can I end my contract? Its really bad that I have this device 5 days, and I had no internet for 2 days   Edit o2_Vivian: abgetrennt und in o2 English Community verschoben

Dear community,  i accidentally terminated my o2 prepaid pack S around 1 hour ago and i need help. I want to change to another optionen for next month through my O2 app. But i wrongly thought that this pack covered my current one because i didn’t find any ‘Switch’ button in O2 app to go back to my previous pack(I wanna use the data of previous pack firstly). So i terminated the prepaid pack S and lost 9.99 euro. Can i get my S pack back? I am pretty sure that i hadn’t used it.Thank you for help.With best regards

hello , i have a problem, i was brought a letter that says i have to a phone that i took in a contract 59€ + 5,20€ for the phone and i did pay for it! now i got a letter that says i have to pay full amount till on 8th August 2020, while i always pay every month in a contract. please help me as i cannot pay full they didn’t tell me to pay full so why did i get the letter to pay full? please help me what to do as i don’t have full amount to pay for the phone : my Verwendungszweck: xxx! thank you  regards, hanaa edit o2_Manga: verschoben nach Englisch o2 Community: Mobile und Kundendaten entfernt

Hello, I am in the process of cancelling my contract (the cancellation fax was sent already) the next day I've received a call from an agent, when I said I am not able to speak German the agent said another colleague will call me. This happens 4 days ago… Do you need my customer number?   Edit o2_Alina: Verschoben in Englisch

Hello,   I just moved house today, my dsl connection moved fine but just got a text saying I no longer get a discount on my mobile as the dsl contract was terminated. do I need to do anything to reactivate the combination discount or it will also move automatically?   thanks!

Hi,  I'm having postpaid contract based on SIM card with unlimited internet and would like you to confirm how many contracts you see under my name?I'm asking this because in April when I received my new SIM card you sent two instead of 1 and I don't know why. i am using one phone number without any plan to use another one and I noticed I've been charged twice per month and I don't know the reason at first place why you sent me two numbers. Please advise urgently.Thanks,Tomka   Edit o2_Alina: Moved to Englisch Mobile

Hello, I need help to understand if I’m eligible to cancel my O2 contracts. It works quite slow at my place. Beforehand I made sure it has good LTE signal level, e.g. The O2 HomeSpot router is quite unstable too, I need to reboot it daily! For 4 months already.  The problem I have is that I was “kindly” suggested to buy a combo plan from you. So instead of only one O2 HomeSpot contract, I was given:  - O2 HomeSpot SIM contract - O2 HomeSpot hardware contract to buy the HomeSpot router - O2 PlanS SIM card, which I do not use. It was my failure and a cheaty smartiness of the sales persons at the O2 local shop. So it looks like I’m locked in with your service for the rest of two years. I’m not filling well about it, and the service in my area is not getting any better since February. I’m really

Currently i have O2 number is contract is going to end by end of the month. I want to transfer my number to new Contract which Blau or Telefonica and i think both are using O2 network. What will be process to keep same number as they both are using O2.   (Thread moved to our english community, o2 Michi)

Hello, I changed my internet provider from O2 to Vodafone and got a message that July 22nd, my O2 contract would be canceled but apparently this never happened. I moved from Germany because of personal reasons and now I need to cancel everything that I thought would be solved. How can I actually cancel my O2 contract now? Best regards.

Dear Sir or Madam, I have following problem: I was trying to activate my DSL router yesterday, that I received from O2 previously. But at the end in the App, that helps with installation appeared a phrase “something is wrong with your DSL connection, please contact customer support”  Case number: 603 500 I called the phone number from the App, but I couldn’t pass through the robots for two following reasons: -I understand German, but I can’t speak fluently -my German pronunciation is not good enough, so the robots don’t understand the numbers I wrote to the O2 support chart as well several times, and was redirected to several specialists. But, however, they were asking if I speak German and after my reply, that “no” everybody stopped answering me. Also I texted that if knowledge of German language is re

Hello, My dsl and mobile contract ended on October but in this month an invoice sent to me and the amount is 40€. When I try to enter o2 app to search my invoice, it could not find me normally and I went to o2 store and o2 customers could not find my invoice. How can it be possible even if contract cancelled 8 months ago? If you give me answer, I would be grateful.

Dear Sir / Madam, I received a replacement card, but I never received the first card. Now I cannot activate the replacement card because I do not have the first card. Could you please help me?   PS: I apologize for not speaking German, I have just moved 1 week ago and did not have the time to learn it, yet. Best regards, Cosmin    Edit o2_Vivian: verschoben von SIM-Karte zu English o2 Community: Mobile

Dear O2,   I see 5,5 Eur up charge in my bill for “Verbindungen & Services”. I do not understand the reason for this cost. I have neither subscribed anything nor called chargeable numbers. Can you please help to solve this and give my credits. Also, if some additional services are activated then please stop them.   Thanks, Kshitij    edit o2_Manga: verschoben nach Englisch o2 Community: Mobile

Hi,   My internet is not working. O2 my service app seem to complicated for me to use. Where should I open ticket with O2 regarding my connection.   With Best Regards, Syed Aqib Edit o2_Lars: Transfered from DSL/Router to English/Broadband

Hi My lanline number is XXXXXXX is giving connectivity issue over the last few months. The internet is extremely slow and disconnects frequently. Request for urgent support Thanks Edit o2 Antje: Number removed - transfered to English/Broadband