English O₂ Community

Hello Community,I got a new sim card yesterday. And it was supposed to start working from today. However, it says “Sim not provisioned”. It is a postpaid sim card! What can I do?Thanks!

Hello, I just came to Germany 8 days ago to study but I have now changed my mind and decided to go back to my home country. I will not be staying in Germany. I also had not even enrolled in the university nor registered my stay in Germany. Therefore, I do not have any of those documents. I will also be leaving Germany tomorrow and I will not be coming back. I will not be able to cancel my contract by post and can only do it by e-mail. I called the O2 hotline and they told me to call the O2 branch where I got the contract directly to cancel the contract. I have tried contacting the O2 branch shop in Duisburg (where I got my contract) but to no avail. The receiver of the call answered rudely and did not even provide me with any information regarding the cancellation. I have a O2 free M Boost contract which runs for 2 years starting on 17/9/2019 but I would like to cancel it immediately and pay the 3 months early cancellation fees. I hope you can assist me in this matter. Kind rega

I recently bought a Pixel 7 pro with a sim contract, on 6 days ago, I only received my sim card yesterday at the store after asking to cancel it. I am returning the phone and would like to cancel the sim contract as well. Please note I haven't even put it in my phone yet. I did the contract in the store. Please help me regarding this.

my sim card is lost and i want to order a replacement, when i try to place order it ask me to register with the phone number and use password which is sent by SMS, how can i receive sms when i dont have my sim card with me. how can i get my sim card replacement.

Hallo ich habe sms von dsl bekommen aber bis jetz kein internet wie lange dauert dieser . Muss ich noch warten oder was passiert ? Edit: moved from DSL, 30.11.2022, 16.54 Uhr, o2_Micha

Hi all, I just received a new router Homebox3 6742 from O2.I previously had the Homebox2 that was working fine. I am trying to setup the new router, but I am facing an issue during the wizard setup. The booting part works correctly. On the face of the router, I have the following: - WLAN = blue - DSL = blue - Internet = flashing red According to the router Kurzanleitung, that means: “ Faulty access details (e.g. incorrect PIN) “. I tried to set things up with the wizard from my PC by looking up the following address : 192.168.1.1.On the wizard, everything is green on the first page.But when it goes to the “Access PIN” page, it just loads indefinitely. It does not ask me to insert a PIN.It sometimes stops to ask me to contact support, then restarts loading. I wonder if both issues are not linked. I received a PDF with a VoIP PIN, but I cannot use it anywhere. Do you know how to fix this issue ? Thank you in advance.Cheers,Sidh

Hello I have a contract for 100 MBPS plan and in the beginning for 3 months i got 40 MBPS Speed and suddenly speed has been dropped to 4-5 MBPS i have been struggling with O2 customer care but seems like they are not able to find the problem and could not fix it ..is anyone here help me please  Edit o2_Sven 14.11.2022/13:04: Moved thread from Router, Software, Internet & Telefonie to English o2 Community: Broadband & Landline

Hello, I would like to port my number +49176******58 from O2 to Winsim.Could you please free my number? Thanks 28.08. 09:44 Uhr o2_Katja: Moved to our english community

Hi o2,I moved to a new address and decided to take my o2 contract for Kabel internet with me. I have a Fritz!Box 6660 Cable Router from o2.Unfortunately, after the activation date on 5.10, the internet does not work and the Power/Cable light continually flashes. The WLAN light is on, however. When I ran a diagnostic with the fritz service, the result is “no internet”. I have tried factory resetting the router and using the o2 my service app, but nothing has fixed the issue.I have already tried calling the service hotline regarding this issue but after waiting on hold and being transferred to the technical department, I was hung up on :(Hopefully I can get some assistance here? 

I have installed a Fritz!Box 6660 in the medienbox with a cable connection from the splitter. The page is suck on ‘connecting' though. The contract has not been activated yet so I am not sure if it is setup correct or not. What can I do? The Fritz!Box did not work when plugged into a normal outlet with the supplied cable either.  Edit o2_Bianca: Verschoben von DSL, Kabel und Göasfaser zu English o2 Community Broadband &Landline

I have very bad internet service for last 3 months. In a day several times, internet disconnects. It reconnects automatically after few mins. We have changed the modem. Two times technician came to my house, checked everything  and said everything is fine. But having the same problem again every day. Please let me know how to resolve this.Edit o2_Bianca: Moved from Router, Software,Internet&Telefonie to English o2 Community Broadband&Landline

Hello  I want to request the initiation of porting my O2 number. I went to the O2 store in Vaihingen and they said I need to request this online, and they can not process requests for number porting. Please initiate my number porting request for + 491********550 Thanks  Srinivas   Edit by o2_Steffen: Rufnummer anonymisiert

I left Germany and cancelled my contract, but I’m still getting invoices.There was a invoice for period 20.07.2021 – 19.08.2021 for 2.9 EUR that did not get charged in my debit account because I left Germany, so I contact customer service, and they said to make a transfer to IBAN with the purpose “Kundennummer XXX Rechnungsnummer  XXX”, and I did, transfering the amount and with the correct information. Today I received an invoice for the period 20.08.2021 – 19.09.2021 for 6.9 EUR, and I would like to know what is happening, because I need it cancelled for good. Can someone from O2 help me in this matter? I would not like to leave anything pending on my name.What information can I provide, what do I need to do in order to cancel it and quit any debits?Edit o2_Larissa: moved to English o2 Community: Mobile

I’m currently getting extremely slow download speeds via DSL (only 16mbps), but it seems like I’m in an area where cable is available (the landlord would need to connect it, but every other house on the road has this available up to 250mbps). I am currently just over 12 months into a 24 month contract on my current DSL plan (My Home M) -- would it be possible to transfer this contract to cable, or would I have to have 2 contracts until the 24 months are up on the DSL one?Thanks in advance!

Hello dear O2 support team.I have a long, annoying story with O2, which is making me crazy. Please bear with me and read to end.I made a landline internet contract, through a phone call, more than 5 month ago. But my connection didn’t work after the activation date. I tried to call the support team several times, but since I can’t speak German, I had real problems. Finally, a technician came to my house after one month, and checked the ports in the house. He told me that my house isn’t connected to the cable connections, and I cannot have a cable internet. He told me that I need to get DSL internet from Telekom (don’t ask me why). He also told that he will tell the respective department to cancel my contract. After that, I bought a DSL internet from Telekom, and now I have very stable internet connection from Telekom. But, my contract with O2 isn’t terminated, and I’m still paying for some internet connection which I don’t have, and it seems that no one in O2 is willing to solve the pr

I clicked the option change IBAN but nothing is poping up. Can someone please help me with this ? as this is really urgent for me. Thank you in advanced.o2_Antje: Moved from Austausch rund um die Community to Englisch Community / 26.10.2022 / 11:31 Uhr

How do I find my O2 prepaid SIM card number? I have lost the package the SIM card came in and the number printed at the back of the plastic sim card is 13-digit but doesn't start with 00. Also this number consists of 10 digits in one row and 3 digits are written separately at the bottom. Is this the actual SIM card Number??

Hello,I would like to transfer my current mobile phone number(o2) to another service provider. How could I request this? I have a prepaid SIM card.Once you have provided the opt-in it will it be confirmed??? can I sign up with my other mobile provider? Do I need to maintain a balance of more than 6,82 EUR for the portability and will the fee will be charged? And how can I get back my leftover money in my bank account?Thank you edit o2_Tobias: moved from o2 Prepaid to our English Community

Good evening, I’m trying to change my PS4s NAT type so that I can play video games online again.  I've tried resetting my wifi connection as well as using a LAN connection.  How can I adjust this setting? Thank you. 

Hi,I ordered a O2 Homespot which came yesterday with a new sim. I activated it but I was not given a number and so I couldn't open a My O2 account. It would be great if you could tell me  how to get the number using my  19 digit SIM card numberAfter I activated my sim and used the YouTube video to set my HomeSpot up I’m getting not connected on the o2.spot page. I looked at this post and followed the steps mentioned there.https://hilfe.o2online.de/o2-homespot-o2-my-data-spot-21/homespot-mobilfunkverbindung-nicht-verbunden-dringend-553175So when I make the network settings to LTE/3G the Homespot connects to the Vodafone 3G  When I change to LTE only it does connect to O2 LTE but keeps on disconnecting.  I have tried to register on the network manually and it still doesn’t help. I see that that the base station near me has a problem. Is that the reason?  Can you please tell me how can I fix this. This is highly urgent as I need this for work. Best regards,AnjishnuEdit by o2:Andrea: versc

My case is practically the same as described in this topic:Yet I have no choice but describe my situation, hoping it will resolve my problem. I don't speak German and when trying to call the English line I'm being forwarded to German speaking tech guys... I managed to get a ticket for my issue, but the next step from SMS says to call to German line.. (so it's basically a loop)When ordering a cable internet plan the system showed the nearest available date for activation in 2 or 3 weeks from the date of making the actual order. Too long, but I thought it was related to the busyness of the technicians. My date of activation was postponed for 4 days from the initial date, but although it was a sad fact, it is not the real problem.At the date of activation I just received a message that my service was successfully activated, and there was no technician visit at my place. Needless to say my internet is not working (I have a blinking Power/Cable LED, and the connection cannot be established)

Hi O2 team,I ordered via check24 (sparhandy) an iPhone 13 with 60 GB of data and received the following rejection “Achtung: Der Anbieter o2 har Ihren Auftrag storniert”. I went to an office of o2 in frankfurt and the people there told me that they cannot say the exact reason for the rejection because it most probably is related to my credit assessment which I guess comes from the IBAN I provided during the order. I am absolutely sure that there should not be an issue with my credit rating or whatever similar. I would like to understand the exact reason because it is quite frustrating the fact I would like to be your client and would like to sign 2 year contract and in the same time I am treated like a criminal without any explanation. This has never happened in the past when I was signing contracts with other providers. Please let me know what should I do in order to get this solved ASAP as I need would like to take the offer I got from Check24 with buying a phone and signing contract.

Hello, I am trying to switch my Lidl connect sim (which is operated with prepaid Vodafone) to O2. My contract is already terminated. I want to port my number, keeping the same number that I have.  Can someone please guide me on how to do the same? I don’t have any network currently, and It’s really difficult for me to hence call any number. Thanks and regards Edit o2_Sven: Nach English o2 Community: Mobile verschoben 

Hello, I moved to another city from Ebrach to Solingen, my Tariff is currently O2 my Home M, since my internet is not working in my current location can you…change my address in your system so my internet will work in my current location? Or… Change my Tariff instead to unlimited internet usage? what are your options?Thank you!Mfg,Tejano, Mejuchelle 

I bought a sim card yesterday at an shop and the person activated my card, with my address and id. But when I put the card into my cell phone nothing happens. It still shows as though I have no service. Unfortunately I can’t call to get any help because this is my only phone.It doesn’t seem like there is anywhere online to check whether the sim card is actually activated so not sure what to do from here.