English O₂ Community

Hello O2, when I purchased my prepaid contract at the o2 Shop I was given a value which I would have to pay each month. I see that this month, my bill is 30euros more expensive than that value. I have checked the bill and see that my student discount was removed. I don't understand why this has happened if I am a student until March 2021. I have my student ID with validation for this new semester. I will not be paying this additional value as I uploaded my student proof when I was told to do so. I would like to be contacted by someone who can help me with this correction as I don't speak german. Thanks a lot in advance.

hi, I ordered an iPhone 8 in September and it was supposed to be delivered to my work place. The reception lady was aware of a package coming in my name on the delivery date (a Friday), but the DHL package never arrived. On Saturday, I got an email that the package was delivered to a DHL station near the office and a notice (Benachrichtigungskarte) was delivered to my mailbox, but there isn't actually any mailboxes at my workplace, and there is a reception person available from 8:00 to 20:00. DHL person cannot simply go up to the office, rather they have to be sent up by the reception person. On Monday, I called O2 and discovered that the package was actually collected on Saturday morning. My assumption is someone in DHL simple pretended to deliver the note, kept it to himself, then got my phone. Communication with O2 was horrible, nobody cares about my phone. They kept sending me from a department to another. The last department said they will come back to me, but the

I got rejected for an iPhone 11 Pro Max 24 month contract today at the O2 store, however I received a Contract mail EPOS020xxxx1514851 with the PDF attachments. I hope I’m not charged a penny from my account.

Me and my colleague have recently moved to Germany, and both of us decided to get the iPhone 11 Pro Max on 24 months contract. Last week my colleague got the contract signed and received his phone. Today I applied for the same, but to my surprise got rejected. Both of us have the same bank (New account like 2 weeks old). May I know how come I got rejected ?

Hello, Am a student in Germany and I came to study abroad in the USA and I have informed the O2 customer care beforehand regarding "vertragsstilllegung “. I have noticed that am not in Germany from September 2019 to April 2020  in spite of if giving all the proofs of my travel O2 is deducting money from my account. Please look into the matter and refund me the amount deducted from September, November, and December.    best regards,  Tanveer

I am a customer of O2 DSL having telephone number xxxx. I would like to cancel my O2 DSL contract as I will leave Germany on 15.12.2019. I have already send a letter (with copies of the following documents: a deregistration certificate of my present place of residence in Germany, and a confirmation of my employer) to O2 for the cancellation of my contract on 03.12.2019. I have send via both FAX (01805880088) and Post (Telefónica Germany GmbH & Co. OHG Kundenbetreuung 90345 Nürnberg). I have also send the router using the return order. But till now I have not received any confirmation from O2. Can someone tell me the number of days required to get confirmation for the DSL contract termination from O2?   Rufnummer entfernt / o2_Dennis

I have a question regarding my O2 contract. I have been told, at the moment I signed up, i could disentangle a DLS/Phone contract, once I need to transfer the DSL contract to my former roommate. How can I do this transfer, once it isn't automatic on the meine O2 page nor I could do that at a O2 store. Otherwise, it is possible to pause the contract for a certain amount of time?    thank you   Lorena

hi   I have lost my PUK and phone is blocked - I also dont have my password to get into my 02 account (to see the PUK) and when I try to reset this it sends code to sms to phone whoch I cant access   can you help please   Edit o2_Juliane: In passenden Unterbereich verschoben/ moved in correct category.

I registered a new o2 sim card and added 15€ credit but I didn't receive a message about the 150GB gift. Thank you.

This is feedback about the thread I started earlier here:https://hilfe.o2online.de/english-o2-community-43/feedback-about-costumer-care-in-june-2018-470498 (in very short - I bought O2 prepaid SIM card,registered on my name,lost it and then peoplpe from O2 are saying that I’m not the owner of that SIM but somebody else (?!) and that I can’t have it back) So…After ignoring support here that they give me some contact where I could further escalte this,I had to find it on my own (shame on them).I found BNetzA. I contacted them about this problem and they contacted people from Telefonica GmbH.I applied picture of prepaid contract/confirmation paper I got,when I registered my O2 SIM card.The answer I got afterwards from them...was surprising,to say at least. They (Telefonica GmbH) basicly said that confirmation paper I got is not a valid one and that such paper can be downloaded from their website and that anyone can write in it whatever he/she wants.And that,therefore,they are not obligate

Dear O2, When we first moved to Germany the landlord had not finished running the fiber lines supporting the new buildings internet service.  We purchased a router and by month O2 subscription to enable internet service in our apartment.   The landlord completed the fiber installation and we have had the new internet service for over (2) months.  Once we had confidence in the new system we turned the original hot spot/O2 subscription off.  Usage is zero.  We have been trying to cancel the subscription for over a month but in that we do not speak German at this time the call service has been a challenge...until yesterday when one of your English speaking representatives provided us some guidance towards SMS communications.  Bottom line:  Please accept this as authorization to cancel our subscription XXXXXXX) effective immediately.  While through usage you can see we have not been using the service for some time...we are not seeking any past credit...just no further charges from this dat

I am already an O2 prepaid customer. I am buying a new phone now with an O2 contract. I want to change my prepaid number to the contract one and need the same number. Can you release my number to be ported from prepaid to contract? I am already an O2 customer and just want to shift from prepaid to mobile contract with the same number.

I ordered Apple iphone 11 with order number WSHW35753542. How many days it will take to deliver it to my address? Thanks

Hi, something strange is happening with my credit balance.  I’m using German prepaid number and prepaid credit with mobile data. Last time I refilled my balance on the November 14th with 15e. And now, four weeks after that my credit balance is 0.08e. The problem is that I only spent 8.5e, and the the other credit vanished. I downloaded the PDF which confirms my costs, but could I send a complain? And this is not the first time that something like this is happening... 

Hello, My previous contract with o2 was ending so i decided to renew the contract and order a cellphone aswell. I ordered a samsung note 10 with 260 Euro as down payment in the start of November.  I was not satisfied with the phone so I returned it in 3 or 4 days. I recieved a mail saying that my return is accepted. I am not sure but i read on the website that if i return the handy the contract is cancelled aswell but that is not the case. 260 Euros were deducted from my account on the 29-Nov-19. I have already returned the phone why did that happen? How long will it take them to refund my deposit?

I just got my first bill, and there are 2 connection fees I’m being charged for completely different numbers, I signed a contract for 19€ for the first 6 months for 1 phone number and my first bill is 115€….  Im not paying for such a service, as I have been lied to. any help is appreciated. Edit by o2_Tatjana: moved thread to an other category

Last month I contracted two mobile phone L tariffs because the second one should benefit from a 50% discount. However I’ve received a normal bill without any discount over the second line. This morning I went to the O2 shop where I contracted the mobile phone lines and the Shop Assistant told me that he was not able to help me because this was a problem of O2 financial headquarters (weirdest answer ever, in my opinion).   Could you please help me?   Thanks,    Ricard   Edit by o2_Tatjana: moved thread to an other category

Hi O2 Team, I have received bill of 100.68 Euro for the Month 23.10.2019 to 23.11.2019, I got my itemized bills from O2 shop it shows I dialed ISD  numbers on 23.10.2019 & 25.10.2019, I didn't dial any ISD calls for the specified numbers, Consumptions shows high on this 2 dates and charges 84 Euro, Please look on this and disabled  my ISD call, I enabled auto-debit options and O2 says I don't have the option to disable to contract also. I dial a hotline number but customer service was in Deutch so unable to register the complaint. Please do the needful. I don't want to pay huge amount for service which I was not utilized

I will be leaving Germany for half a year (January-June 2020) and I am wondering if I could ask O2 to freeze my account while I am abroad as I am not gonna be able to use the service at all.  Is this even feasible? I left for half a year few years ago and they changed my tariff to the most basic one. During that period, I needed the sms service working for online banking transactions. This time, I wont need the service at all.  I hope someone could help.    Edit by o2_Tatjana: moved to correct category, from Mobilfunk-Vertrag to English o2 Community

Hello If i got a phone form O2 without contract can i use it with other international SIM cards and not O2 sim card   Edit by o2_Tatjana: moved thread to an other category

How long do i have to wait to get confirmation of delivery amd tracking ID? I ordered phone with tariff. Already paid the said amount.Got only email from O2 saying the payment has been confirmed, but did not received when should the phone be sent.   Edit by o2_Tatjana: moved thread to an other category

Since the last three days , every time I enter the city Groß Gerau , my internet my signals , everything goes away , sometime it works very slow , but mostly it’s completely unavailable.  I have asked a couple of people who also use o2 and they are having the same problem , is something wrong ??? when is it going to be fixed ?   

I missed a payment and send payment via bank transfer according to the instructions on Nov 28th. I also referenced my customer # which is 60xxxx34. Can you confirm you received the payment?   Edit o2_Flo: Costumber Number anonymized.

Hello, I canceled my service a few days ago, but money was still charged to the bank account and added to the O2 Guthaben. How can I stop money from being charged, and also get back the (now useless) Guthaben credit?   Thank you, Octav

Hello, I hope English is fine here. I purchased a new phone with contract via Mediamarkt and I just got a new email from o2 related to Rufnummern-Mitnahme  confirmation. I just noticed the phone number is incorrect. Is there a way to change that online?   Thanks in advance.