English O₂ Community

Hello! I recently started a contract with O2 My Home S. We have since realized that we would prefer to upgrade to O2 My Home M, would this be possible? My German is not so good, so I thought it would be easier to ask for help here rather than the hotline. For your additional information, we plan to keep our current personal router.   Thank you

Hi,   The o2 technicians came last Friday to set up DSL, they did so and left saying everything should work. Since I'm using my own router, I'm supposed to go to mein O2 and use the user name and password I received in the letter they sent me. However, the data have passed and the 'Tarif und Optionen' menu item (where I should type in the username and password) is not active, it's in grey and I cannot click it. The WhatsApp chat help offered to put me in contact with a helpdesk person, but it didn't and I can't reach anyone over the phone. What should I do?   Best, Edit o2_Lars: Expanded the title to show also the router you are using

Dear O2 Support,   I had been an O2 DSL customer from 2017. Last year i shifted to new apartment in month of april, i also sent a letter to O2 office for contract cancellation request in  month of may (6 months before the end of contract date) and i came to know that i have to pay the amount upto end of the contract . i paid all the amount  upto end of contract and I also called your O2 customer service about my contract  cancellation and i got confiramtion from your service member that my contract will be terminated by the end of Nov 2019.   i received my invoice in month of December 2019 which i expect to be the final invoice.  but yesterday (24.01.2020) once again i received the invoice of Janurary 2020 Why does it say the following? Contract period: 17.11.2017 - 17.11.2019  Cancellation period: 3 month (s) to 17.11.2019 Why is it for another year when i already had canceled my contract in tim

I would like to ask you about the airbuds of the offer I bought with a Huawei 30 Pro, as I did not receive them. Danke.    Edit by o2_Katja: Verschoben in unser Englischboard

Hello, First of all i am sorry for writing in english.  I would like to find help for my o2 account as i am receiving this page was not found, too many redirects every time i try to purchase anything.   I tried to delete the cookies also change the browser but no result.  Vielen Dank 

Hello, I need my PUK code to unlock my phone. I am apparently not registered on the o2 website, and registering requires inputting a code from a text message I cannot receive since my phone is locked. Can anyone help me? I live alone and have no landline, so this is urgent for me. Thank you, Kat

Hello, I left Germany 2 months ago after the end of Winter semester and the onset of coronavirus. I sent the forms to cancel my account early by mail due to leaving Germany, however I’m still getting charged. I’m not able to get in touch with anyone on the phone. I need to cancel this contract. Please please can someone from o2 service help me. I have tried to fax and it says that my faxes are not being accepted, like their fax is offline or something. I will try to send the papers again but I’m worried they won’t go through like last time. I’ve already paid two extra months and I need help.

I am trying to connect to any page of my account in the o2 website but it automatically send me in the community section. I’ve been having this problem since 2 weeks, tried different browser and deleted cache.    Edit o2 Antje: moved to Englisch Board  

Hello team, I'm transferring my number to O2 from Ortel Mobile. I've already released my number from Ortel's side and submitted the portability order to O2.  I've not received any SMS or email from O2 to confirm the order, and I was wondering if that's normal? And how long does it take to complete the process? Ive read in some places saying 1 business day, and in order places 8 business days. So I'm a little confused. Your help is highly appreciated. Cheers,  

Hi, I left Germany about a month ago and came back to America after the conclusion of the winter semester. Before I did, I sent the cancellation letter to the Nürnberg address with all of the necessary files, with proof of leaving Germany and everything, and I’m still getting charged and cannot reach anyone to cancel my account. This is incredibly distressing and not an extra level of stress I need during the pandemic. Someone at o2 needs to help me cancel my contract.

Hello, I left Germany 2 months ago after the end of Winter semester and the onset of coronavirus. I sent the forms to cancel my account early by mail due to leaving Germany, however I’m still getting charged. I’m not able to get in touch with anyone on the phone. I need to cancel this contract. Please please can someone from o2 service help me. 

Hello, I have a prepaid but I am porting to a new network on postpaid. Could you please release my number for porting? I am not sure if you can see it from my profile or what is a secure way to post it here - just let me know. Thanks! Luke

Hi, i need someone who speaks English in order to sort an issue with my monthly invoice. Can someone help me with this? I was charged a different amount on my bank account and I want to know why I don't have the same amount in the last invoice with the detail of the charges. Please clairfy what these additional charges are.   Thank you! Saad   Edit o2 Antje: moved to English Board

Hallo. I have a question about the contract. Last year around September I bought the Iphone XS Max at a rate of € 49 per month.  But last month (April) my account was cut 98 €.  I have contacted your team on Instagram and submitted proof of payment from my bank account, but they said that I had to write a message here. my phone number is +4915xxxx13   my name is Nila. Thank you    Edit: Rufnummer anonymisiert / o2_Flo    

Hello,  I would like to cancel my O² Free Unlimited Flex mobile phone contract. I used it to have internet but now as I have a O² DSL contract at home I don’t need my Flex phone contract anymore. I saw that I need to call a phone number to confirm my cancelation but as I don’t speak german and as each time O² calls me it’s impossible to chat because the phone caller doesn’t speak english, how can I do that? It there a mail service where I can send a mail with the help of google translate or is there an english hotline to do that ?   Thanks in advance

Hello I've paid my telephone bill of €87.31, 11 days ago to account number DE49700400410225563601 and has still not been confirmed on my app as payed. Now you are saying the my bill is €169.45 because wasnt paid on time when money went out of my account on the 30th. Can you please fix this.   Edit o2_Bianca: transferred to English community mobile

Dear O2 team,   I would like to terminate my contract with you. I have sent the termination notice but unable to reach to you via phone. Can you please help me and send me termination confirmation?   Many thanks, Kshitij      edit o2_Tobias: transfer to our English community

hello i oder mobile phone many time but you not provide mobile what the problem pls ask me…?   Edit o2_Vivian: verschoben

Hello there..im trying to call you from morning but machine speaks just deutch.. I got email that i have bill to pay on 4 may..but i think there is something wrong in it..i want to see my invoice..and i never can do this on my o2..because every time i try its weite for me due a technical problem we cant load your data!!!!! Guys i need to check up my invoice   Edit by o2_Steffen: Beitrag verschoben Edit by o2_Andrea: verschoben zu English o2 Community: Mobile

I signed up a DSL contract last week (27.04.2020) for my new apartment. Unfortunately, when I moved in on 01.05.2020 my landlord informed me that there is an existing connection in place and therefore I need to terminate the contract. I already sent my written termination letter to the Hamburg address as well as that of Nuremberg last Saturday. 1. Is sending the letter sufficient for the termination? 2. If Yes,  how do I know the contract have been terminated. 3. If No, what else do I need to do? Thanks

I am an exsisting customer and I want to switch to a new contract. However I want to make sure that between the switching, I will have internet connection as I am working from home. How can I do it?   

I have ordered a "o2 unlimited homespot" last week. Afer two days the e-mail said my package had arrived but it's been 3days seen my last e-mail and i still haven't receive any thing yet   Edit o2 Antje: moved to English Board

Hi everyone, I recently moved out of my previous apartment and I’m still looking for a new place; currently couchsurfing or Air Bnb-ing. I am NOT leaving Germany, not even changing cities (in Berlin currently). There is already a new tenant in the new apartment and they’re going to get their own internet contract (still with o2 I believe).   Do I need to do anything about my connection or can the new tenant directly get theirs with no issue? I don’t mind paying for the time when I am not using the connection, I just don’t want to prevent the new tenant from getting theirs.   Cheers.

I have been using O2 prepaid tarif for over 2 years now. I’m considering switching to one of your 24 months sim contracts. Here are few questions I would like to ask: can I do the switch online or do I have to trek to a shop? I assume i will keep my existing O2 number, but will I have to change the physical sim card itself? my prepaid number has got about 10€ credit left. Will I be able to obtain a refund, and if so how?

Hi all, Its already one week since my technician appointment and still the status shows “Telephonie ist deaktiviert”. The internet, LAN, WLAN, DSL and Info all light up but not the telephone. Strangely, no person appeared at the described appointment date. After spending hours of my time on the phone with the service persons and following the described sequence of steps, I have followed everything from a simple power reset to hardware reset. I bought a good-conditioned Homebox 2 6741 and the service person said that I need to have a new router from o2. I received the new router from O2 yesterday and configured it accordingly but the status appears the same. I also tried everything I could see on the forums for related problems, such as https://hilfe.o2online.de/router-software-internet-telefonie-34/festne