English O₂ Community

Hello O2 Team,I’m writing here because I’ve done everything I could to resolve this issue, but it’s still ongoing — and every time I call customer service, I’m told something different.On 29.01.2025, I visited a shop in xxxxx Hamburg, to sign a contract for one SIM card + iPhone 16 Pro Max, with a monthly cost of €75 as explained by the shop staff.Later, I discovered that three mobile numbers had been activated under my name, even though I only received one SIM card and clearly intended to sign up for just one contract.Here’s what has happened since then: In February, while I was in India, I sent a friend to the shop to check — they refused to give him any info. After I returned, I visited the shop on 31.03.2025. A staff member said the three numbers were “part of the contract,” which was never explained to me. I then called O2 customer service. One agent said that the two extra numbers were cancelled, and only my main number was still active. I received an email about my plan th

Hi!Here's the situation:I moved from House A to House B at the end of June. I currently have a cable contract that runs until the end of July, but I signed a better contract that’s set to start on the 15th of July. In the meantime, the old one should remain active.I informed the provider about the move ("Umzug") about a month in advance. They said, "No problem—just plug in your router when you arrive, and we’ll check the line and let you know if everything’s working."That’s exactly what I did. Then I called them and here’s what happened: 30 June: “Everything looks good! Your internet will be active this afternoon.” 1 July (first call): “No, your internet will be activated on the 15th of July.” 1 July (second call): “Actually, it’ll be activated on the 4th of July via express activation.” 4 July: “You don’t have a contract with us, sir.” Then after checking further: “Ah, we tried activating it, but Vodafone rejected the request. We’ll try again on Monday.” 7 July: “There’s no ex

Hello! I ordered something and got rejected after paying the adjusted initial payment. Spoke to someone from the english hotline 3 weeks ago and he said I should just wait for 2-3 weeks for the refund. It’s been 3 weeks (and 2 days) and no refund was initiated.Ordered: Feb 15Received an email regarding the increased one-time deposit and paid the deposit: Feb 20 Rejected: Feb 21Edit: Thread with the same topic merged into this one, o2 Michi 17.06.2025

Hello,I received a new SIM card from O2 at my old address which i have not ordered. Now few days ago i received the mail that the sim card is activated which I have not done. Please help me how to cancel this contract as I have not ordered it and now I am being charged €14 per month. edit o2_Manga: Titel angepasst zum besseren Verständnis

Dear Team,since long I am trying to send SMS to india/ indian recipients but till the date none of the recipent has received a sms from me. all the time 29cents has deducted from my account.also, I tried different Indian numbers of family and friends and none of them has confirm that they received a message from me.Edit: moved from prepaid, 09.01., 16.06 ‘Uhr, o2_Micha

My sim card was blocked because i had not recharged for 6 months. I am trying to recharge it online but I am getting an error. I tried to call the prepaid customer service but they don't speak English. Could you please help Edit o2_Kathi 30.06.25 Moved from the section o2 Prepaid to English o2 Community: Mobile

fail to active esim from O2 website, please reset all esim status, thanks Edit o2_Kathi 26.02.25 Moved from the section o2 SIM-Karte zu English o2 Community: Mobile

I have a O2 My home XL flex cable connection with an O2-issued fritzbox 6660 modem. I’ve been trying to get remote access sorted in the past to no avail. I understand Dual Stack is no option, had no luck forwarding ipv6 ports over ds-lite, gave up. I am trying again, need to, need these tools. I have the server set up for ipv6 and working. However, no matter what I set the modem forwarding settings to, including fully exposed, I can only reach the server from the modem’s subnet. This is with everything brought down to the absolute minimum - just the apache2 start page. Via the modem, yes. Via cellular (2 different sims), no. I really need this to work. apache with webdav, openvpn, these are basic tools for me when spending a lot of time traveling and I need them to function again. What options do I have? Switch to DSL? My apartment has a phone plug I think, how to check if that is functional without a contract on it? Is there a convenient way to switch this with O2?

Kundennummer: xxxxxxxxxxx i was told by O2 support on phone last week that i will get 2.59 euro rabatt till the end of my o2 dsl vertrag next year but i did not get this rabatt in this month rechnung ? my o2 contracted was terminated on 30th May but O2 extended my cccontract till next yeear without asking me and when i asked the reason they said we will give 2.50 Euro rabatt.i still have the o2 contract cancelation mail with me in whicch it was masnioned that my o2 dsl will be cut off on May 30th.now i got post from O2 that i extended my ontract which i never did so something is not right with O2.Edit: Customer number removed from public view, o2 Michi 25.06.2025

I already using O2 SIM internet,I have DSL O2 internet,I visited for false billing, the O2 Agent again registered me for another SIM.  Edit o2_Anna 05.07.25/16:33/: Verschoben aus dem digitalen Wohnzimmer zu English Mobile.

I have had an open ticket for 10 days and nothing has happened at all!Ping is crazy, online games freezing all the time. Attaching screenshots edit o2_Solveig 02.04.2025, 20:33 Uhr verschoben von o2 Home → English 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. Daten 

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 can be rebuilt in 48 hours, then,   I am

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 last time I could check that I had some

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.