English O₂ Community

I recently activated my new O2 mobile contract. Yesterday, my online overview showed "Unlimited surfing#ws" and "A day remaining in the billing month".Last night, the internet started working perfectly at normal high speed. However, today it has suddenly become extremely slow again, even though my phone shows full 5G signals and the APN settings are correct ("internet").Today is supposedly the payment/billing cycle transition date, but the high-speed data limit hasn't refreshed and I'm stuck on throttled speed. I checked my bank details and everything is correct, but no payment has been debited yet.I have an urgent university assignment due tomorrow and desperately need my contract's high-speed data to work. Could a moderator please check my account status and refresh my data profile? o2_Giulia, 13.06.2026, 18:40: verschoben von O₂ Mobilfunk zu  English O₂ Community: Mobile

I need to change my tariff. I have grow online but I do not use all the GB. I am a client since 4 years and I want a cheaper option. I cannot do that in the app.edit o2_Solveig 13.06.2026, 08:25 Uhr verschoben von o2 Mobilfunk → English o2 Community : Mobile 

I recently ordered an O2 prepaid eSIM and successfully completed the identity verification via WebID. However, I have not received the SIM card number or PUK2 code via email or post, which prevents me from activating the eSIM.Could you please assist me by providing the SIM card number and PUK2 code, or by sending the activation QR code directly?Thank you for your assistance.

Hello, im using telefonica network with my lebara esim. But im not able to recieve any verification smss from apps. Im receiving sms from normal numbers but cant receive verification smss. Tried another sim card with same phone and it was working fine. Something is wrong with the network

I am writing to you today to express my utter disbelief at the state of your customer service and technical infrastructure.On May 29th, I woke up to the nightmare that my Samsung S20FE was completely dead. Without a working phone, I was entirely cut off from essential services, including my bank accounts. Since quick action was required, I travelled from Esslingen to Tübingen around 9:00 AM, arriving at your local shop shortly after 10:00 AM. As other customers were being dealt with, I waited patiently for a little over an hour.I had decided to add a new smartphone to my existing contract. The shop manager/owner there could not have been more helpful – I explicitly do not blame him. However, after I decided on a new Samsung S26, the entire transaction collapsed due to a bureaucratic farce: I was unable to use my card to pay the required down payment of a whopping €1.00 because it was not a traditional German Girocard.Here are a few facts for your quality management team: I am a partner

Hello! My mobile SIM card was blocked by the system due to a misunderstanding. O2 wrongly charged me 148.75 EUR for a DSL router. I have already received an official email confirmation from O2 stating that the router was returned and this charge was completely cancelled (ausgebucht / Gutschrift). However, my SIM card is still blocked for non-payment. Could an English-speaking moderator please check my account and lift the suspension? Thank you! o2_Giulia, 08.06.2026, 16:21: persönliche Daten verborgen

Hello.I have a problem with my SIM-card. The problem is that my SIM-card is currently locked, and I do not know why. I was abroad for the last three weeks and I did not use the SIM-card. Today I inserted it. For unlocking the phone PIN is required, I entered right PIN (I checked PIN on the site in my O2 and I have original plastic card which contained my SIM-card) three times, and it was written that it is wrong. Now it is required PUK to unlock. I entered right PUK, then I changed PIN (because the phone requires to change PIN), but nothing happened, the SIM-card is still locked. What can I do in that situation? edit o2_Tobias: moved to English community: mobile

Weiß jemand was los ist? Ich versuche seit eine Stunde alle verschieden hotlines und Kundenservice zu erreichen und nichts. AI geht an und dann call geht aus! 

Ï resigned my home internet contract online on 03.03.2026.I noted today on 13/06/2026 that on my bank account the monthly payement is still on going.I received a letter of confirmation by email of my resignation on 03.03.2026.I would like a refund of the undue amount, what should I do know? Best Regards.

Any one facing mobile internet issue ?. I raised the ticket last Saturday. I frequently touch with technical team. But unfortunately they're not resolving my internet speed issue. Any solution for this .i can't access Google and eventhough email also .what should I take legal action against the O2 ? 

Hello, I ordered a prepaid eSim on 1st April, today I received a letter with physical sim. Completed my identity verification.after clicking on activation link, the page is redirected to esim activation page, but that page is blank, with a visible QR code which is not working.

So, I bought a new wifi with Kabel connection. The activation date was the day before yesterday. Got mails about the activation and everything but still the internet is not accessible. I tried everything from rebooting the router to hard resetting it, removing and rejoining the cable but nothing seems to work. I contacted the customer care 2 times. 1st time they said there was a problem from their side and the second time they said there was a problem from my side and that technician team will contact me. This is really frustrating. Have anyone gone through a situation like me? if yes, then do let me know how it got fixed and how much time did it take? All the help and answers are appreciated. 

I am not in Germany right now and I need an eSim of my old phone number because my phone was stolen. I have already blocked the SIM card through the app but since I am not in Germnay right now, I would need to have the address changed so that my uncle can receive the mail and the send the QR code to me. This would only be possible through helpline but there isn't one for prepaid issues. I did call the English helpline and was informed that they only tend do postpaid queries. What can I do in a situation like this?

Hello O2 Team,I activated my O2 prepaid SIM card in April 2026 and successfully topped up 1 Euro. The "Mein O2" app shows that my account balance is valid until April 2027. However, since April 26th, the SIM card suddenly lost all roaming signals. I am currently on a long-term business trip abroad (traveling through Singapore, Malaysia, and other countries) and deeply rely on this number to receive bank verification codes. I have already tried manually searching for networks (selecting China Unicom, Singtel, etc.), switching to different phones, and turning on VoLTE, but it still shows "No Service". It feels like a system-level roaming restriction/barring was triggered because it is a new card.Could an O2 moderator please check my account status and manually refresh/unblock the international roaming feature for me? Thank you very much for your help! 

Dear Community,I am having the worst time navigating the O2 website. No matter wherever I click, it brings me back to the homepage.My issue is number portability. I am moving my number from sim.de (Drillisch Online) and I received an email stating I didnt opt in for number portability from sim.de. vielen Dank für Ihren Auftrag zur Rufnummernmitnahme.Ihr bisheriger Mobilfunkanbieter teilte uns mit, dass Sie bei diesem noch keine Portierungserklärung (Opt-In) zur Freigabe der Rufnummer hinterlegt haben. Bitte wenden Sie sich dafür an Ihren bisherigen Mobilfunkanbieter.Sobald Ihnen hierzu eine Bestätigung vorliegt, senden Sie uns einen neuen Auftrag über die folgende Seite in Mein o2 zu: www.o2.de/mein-tarif/rufnummer-mitnehmen.Die Mitnahme der Rufnummer zum Vertragsende ist durch die Auswahl “Wechselzeitpunkt: zum Vertragsende“ ebenfalls möglich, sofern Sie bereits eine Kündigungsbestätigung erhalten haben.So I opted in, and then, I received the confirmation. After that I am trying to fo

My phone got restarted and I don’t remember my PUK and PIN. I have it at home but need it right now. is there any way I could get it through the website?

I have deactivated my prepaid number with Constar and would like to keep the same nmber for O2 

Title: Prepaid Loop Card has 5€ balance but "No Service" in China. Need network refresh.Body: Hello, I activated my O2 Prepaid Loop card online from China. I successfully topped up 5 Euros, and my account shows it is active. On April 29th, I briefly received the "Welcome to China" SMS in Guangzhou, but since then, the phone completely lost signal and shows "No Service".The Aura bot keeps refusing to transfer me to a live agent. Could a human moderator please help me refresh my network/roaming status in the backend? Thank you!Edit o2_Gerrit 02.06.2026 English O₂ Community: Mobile

I have had a old o2 365 paya s you go data plan that has run out. I have bought and activated the new o2 365 150GB sim card.How do I port my number from the old sim to the new sim card  and make it the only card I use now ?  

Hello. I ordered a new mobile phone and airpods on sunday. I got confirmation mail and my tracking number but when i try to track them the page says no order could be found. Can you help me please?

Hello, I am seeking help with a billing dispute. I was charged approximately €656 for roaming in India. On Feb 18th, I received an O2 SMS stating that my costs were capped at €59.50 "to protect against further costs." This led me to believe my total bill was safe, but I was still charged for voice calls.I have already sent a formal letter via Registered Mail (Einschreiben) and submitted the contact form on April 24th. I have not received a ticket number or a response yet. Can a moderator please help me check the status of my case? I am happy to provide my details via private message.Edit o2_Gerrit 06.05.2026 moved to  English O₂ Community: Mobile

So I would like to change the NAT type on one of my sim cards. As I sometimes use it as a hotspot to play some video games. I would like to change NAT type from 2 to 3. Maybe someone could help me out. edit o2_Solveig: verschoben von Mobilfunk → English

Hi O2 team, I’m facing important internet connection problem with the O2 home S50 flex, my address on the 4G/5G check report that everything is fine on the website, but while using it i can barely make an internet search. I haven’t been able to use the internet provided by the box since the acquisition and wanted to check if there is any solution other than cancelation. I have tried to move it around i the appartment and almost no impact.Let me know if there is any helpful info i can provide to you.Thanks a lot for your help,

السيد/السيدة المحترم/ة،أتواصل معكم بخصوصظهور رسوم تأخير في حسابي المصرفي الإلكتروني، على الرغم منسدادي لمبلغ الفاتورة المستحقة.وقد طلبتم مني تحويل المبلغ، وهو ماقمت به. تم خصم المبلغبنجاح من حسابي المصرفي بتاريخ [28 مايو 2026].مرفق بهذه الرسالة إثباتالدفع (كشف حساب مصرفي/إيصال تحويل).بما أن المبلغ قد تم تحويله في الوقت المحدد، أرجو منكم التكرمبمراجعة حسابي المصرفي، وتسجيل عملية الدفع،وإلغاء رسوم التأخير المفروضة بشكل خاطئ.يرجى تأكيد استلام هذه الرسالة وحلهذه المشكلة.مع خالص التقدير،أحمد العليxxxxxxxxxxxxxEdit: Persönliche Daten im Titel und im Beitrag entfernt, verschoben in den englischen Bereich, o2 Michi, 30.05.2026

Hello again Moderators.Here is my story:>Currently i have a contract “unlimited on demand flex OL”> too slow, used under 1Gb/ Month> want to cancel > want to have another contract (also at O2) > new contract is “ O2 Mobile Starter Flex - 4.99 euro/month “> called O2 hotline (for 1-2 hours) > finally cancel contract on 23. Juni> The New Contract Order is not confirmed > The order was made by a supporter during the call> Now i dont have new contract so i order it by myself. Here is the Question:-Which date should i fill in?-Can i take the Rufnummer ?-The supporter said that it is ready for Mitnahme der Rufnummer.But now i check and it says that the Number is not ready to take away.Please help me:TL,DR :Want a new contract and take away the number from the current contract. Edit o2_Kathi 22.05.26 Moved from the section o2 Mobilfunk to English o2 Community + Personal information removed