English O₂ Community: Mobile
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The following article was originally written in German as a community article by our expert @MXP_Alex. You can find it here: Click. When a new mobile phone contract is concluded, it has different rules regarding cancellation or revocation, depending on the type of contract. If customers decide to cancel or terminate their contract, it is important to know through which distribution channel they concluded the contract. We show here what options there are for cancelling or revoking a mobile phone contract. Revocation of a contract concluded online, by telephone or by postCustomers have the right to cancel a mobile phone contract within fourteen days without giving any reason. However, this only applies to mobile phone contracts that are subject to the Distance Selling Act (Fernabsatzgesetz = FernAbsG). These are contracts concluded exclusively by means of distance communication, i.e. by telephone, fax, letter or via the internet. The revocation period is fourteen days and begins with rec
Hello (:My wife and I have left Germany back home to Israel. We’re trying to cancel our 02 contract from here. We’ve filed the online form for cancelation of contract, but money is still being taken from our German account by Telefonica. We would love to talk to live support in english in order to sort everything out, but we’re not sure if we can reach European numbers from here. What options to we have to talk to someone about this? Thank you. Edit o2_Sven 04.11.2022/09:14: Moved from o2 Mobilfunk to English o2 Community: Mobile
Good evening,For a few weeks now I have been trying to get myself an unlimited data simcard but I keep getting rejected. The contract I want to get is as follows: O2 Free Unlimited Max Für Experten (https://www.o2online.de/tarife/unbegrenzt/).A few hours after ordering the simcard I get an email saying that my order cannot be fulfilled, and that if I want to know the reason as to why, I need to send a letter. The email content is as follows:Guten Tag,vielen Dank für Ihr Interesse am Mobilfunkangebot von o2.Leider müssen wir Ihnen mitteilen, dass wir Ihrer Bestellung nicht entsprechen können.Falls Sie zusammen mit dieser Bestellung z. B. noch ein Handy oder Tablet bestellt haben, so wird diese separat bearbeitet und geprüft. Die entsprechenden Infos hierzu erhalten Sie gesondert per E-Mail.Wenn Sie den Grund für die Ablehnung erfahren möchten, wenden Sie sich bitte schriftlich an:Telefónica Germany GmbH & Co. OHG, Auskunftsstelle, 90345 NürnbergGeben Sie dabei in jedem Fall Ihre vol
Hello O2,I have problem for my sim card. I have been using it from the beginning but its under the name of a friend and the friend is not in germany anymore. I have asked her for passport as ID verification. But what should i do as I also do not have kundenkennzahl.Regards,Parita
I have received the wrong Phone+Wifi bill for the period of 18.12.2022 - 17.01.2023.I have a contract of 40euro for both (phone+WiFi). But I have received the bill of 50.97euro….Why?????Also in the period of 18.11.2022 - 17.12.2022, I paid 2 euro extra. But I didn’t complaint for this.But this time its very high bill. Please correct my bill. I will not pay this extra amount. Best,Jagrati
Is it normal to get a last bill of 147€ (my customer nr is: 28) in August when I last used my german O2 number and internet (FritzBox) in May? I signed up for an extraordinary contract of 2 years curing period. But you guys said it was ok to finnish it earlier: my contract ends in June now you said over and over, and still I got this HUGE bill in August now: 3 times big as normal without using any of your services (mobile data or internet) Is this really legal?I of course refused to pay this sum so now it´s on 217€….I really need help here since you guys rarely answer the hot-line phone and it´s expensive to call Germany from Sweden. And I really don´t want to contact a lawyer either. I hope this is just some misjudgment from either me or between you guys.More info:XXXXxXI can´t even see my own bills on your site anymore… this shows all the time now:EntschuldigungAufgrund technischer Probleme können Ihre Daten derzeit leider nicht geladen werden. Bitte versuchen Sie es zu einem spätere
Hello,This concerns my wife's account. She lost her sim and ordered a new one using the MyO2 app. Unfortunately she has not received the sim and has also been logged out of her MyO2 account due to too many attempts made at access. There is no way of getting any meaningful support since she cannot access O2 support services without MyO2 access, and no update on the replacement sim either.What can be the resolution to this? It has been very stressful without a phone. Thank you EDIT: verschoben von Simkarte:Bestellung in Englisch mobile o2_Maria
Hello,I called several times to a hotline and every time I was given different and false information.I simply need to change my address for Home Spot, without changing *any* conditions of my contract and with all the discounts applied (Junge Leute etc.). The contract is Home Spot M 50Mb unlimited, from 2022. 50Mb speed is available at my new address. But for some reason, the new offer that was sent to me after the hotline call is 1) limited to 100GB, 2) has speed of max 10Mb, and 3) more expensive on top of everything (??). How can I finally get the same service that is stated in my contract but at a new address? edit o2_Solveig 03.02.2023, 09:30 Uhr verschoben von Mobilfunk → English o2 Community : Mobile
I ordered an iPhone 14 pro max and my order got cancelled by O2 and they said that if any payment was made they will return my money back. the ordered has been cancelled since 18.01.2023 and I still have not received my money back. Who should I contact to receive my money back or is any procedure that I should I follow?Thanks
Hello good day y‘all.I had my sim and iphone 13 pro max contract in an O2 shop last year, February 2022 and would like to ask what’s the process to do a cancellation contract? I am leaving Germany anytime soon and my contract will end next year February 2023. my questions are; Do I need to pay all the balance for the phone and data for the remaining year balance? Can I pay the phone in full so I can keep it but not the data? Or can I surrender my phone and not pay the balance? Would appreciate your reply.Edit: verschoben aus dem Bereich Austausch Rund um die Community, 02.02.23, 17.10 Uhr, o2_Micha.
Dear Sir/Madam,I have three contracts with O2. One O2 my Home, one O2 free S, and one O2 my Data. I live in Frankfurt am Main. I have already cancelled the one for data (O2 my Data M) on Nov 27th 2022. It is still not cancelled. It should have been cancelled on December 27th. I have the cancellation confirmation email. Also, I have another contract (O2 my Home). The internet is most of the time very slow. I can not even browse text webpages in the evening. I believe I have the legal right to cancel this second contract without notice since your service is very bad. I need internet for work and this can not continue like this. I will seek a legal advice regarding this problem if you do not find a solution. Please understand that if you do not solve these problems, I will cancel all my three contracts with O2 for ever. It is sad that your service keeps declining rather than improving.Best regards,Orwa Barakat17.01.2023 11:12 o2_Katja: moved from Mobilfunkvertrag to our english communit
Hi, My situation is a mess! first, I wanted to port from aldi to o2 prepaid. After 2 months, aldi released my number on Jan 19th and yet, O2 has not sent me the replacement simcard after 2 months even though I ordered it twice!Now, I want to port to vodafone. Since I don’t have a mein o2 account, I cannot use “opt-in” option. What should I do to have my phone released from o2!!!o2 Antje: Moved from Prepaid to English Community / 02.02.2023 / 17:32 Uhr
Hello,I signed the sim-card contract with O2 for 24 months on the 05.11.2022. I am from Ukraine and I am going back there on 20.02.2023 (I have the tickets), so I already have my de-registration paper. I read on the forum here that I’m supposed to send this de-registration form and a proof that I’ll actually stay abroad (paper from the landlord or employer) to Telefonica address.The problems are: first of, I do not rent an apartment, I own one, so there is no landlord I can ask to write anything. Secondly, I work for myself and do not have an employer I work for. So, what am I supposed to do now? What documents can be sent as a proof, apart from de-registration paper (maybe my Ukrainian passport would work)? And on what address should I send all documents? Will there be any fees? If possible, please provide the example of how this letter should be written, because German is not my first language.Thank you beforehand!Moreover, when I went to the O2 shop (around 13.11.2022) I signed my s
Hi! I made a new contract for Google Pixel 7 Pro with free Pixel Buds Pro last Nov 28 and got the Pixel 7 Pro on Dec 3. I requested the Pixel Buds Pro in the extra hardware portal and I receive a confirmation that the extra Hardware will be shipped probably on Dec 19 after the 14 days cancellation period. However up until now, the extra hardware still didn't arrive, no delivery or shipping updates too. Can anyone help on this? edit o2_Solveig 29.12.2022, 20:34 Uhr moved from Gadget, Zubehör...→ English o2 Community : Mobile
Hi, I need help getting an invoice for a prepaid top-up payment I made in mid April. It is nowhere to be found within my online account (or at least I’m unable to locate it). Just to clarify: I’m looking for an invoice I can use for my tax return, NOT an itemised list of calls/messages. How do i go about getting such invoice? Many thanks.
Good evening,I am writing here as I have officially had enough of the poor connection quality with o2 mobile internet. My current plan is - o2 Free Unlimited Smart - which, I pay for on time, every single month. Without question.As of the past 4 months or so, perhaps longer - I have experienced every single day while at work, inside OR outside of the building - extremely slow - less than 1mb connection, constant connection drop outs, disconnects and of course - for some hours, absolutely no connection whatsoever.Thinking originally it was my telephone, I upgraded from an iPhone 11 Pro to a Samsung S22 Ultra, and the issue persists. All of my colleagues, who also use O2 have the same issue. Right down to the letter.I have reported the issue to O2, dozens of times - throughout the time, noting that the connection issue is still present - but instead, I am told on the service checker page “There is no issue.”This, is a lie. And it’s downright rude and unfair to paying customers, who are l
Hello, I have transferred my phone contract from another provider to O2 using Family and Friends Code and got a 50% discount. Can someone please confirm that this discount is valid permanently or do I have to renegotiate the contract after 24 Months ? Current Package : 02 40+ GB Grow Thanks edit o2_Solveig 30.01.2023, 9:24 Uhr verschoben von Mobilfunk → English o2 Community : Mobille
Hello, I have a contract with o2 DE that I would like to cancel as I have moved back from Deutschland to Australia. However, I cannot get into contact with anyone as my current phone contract does not allow me to call internationally. I would really like to get this straightened out as I do not have any money left and it says I owe 50 euro on my contract, which I haven’t even utilised in the last two weeks. I would like to go on a payment plan and eventually pay it off but I need to cancel first so I don’t get charged more. Could someone from o2 please contact me and help me cancel? I can verify my identity in numerous ways. Thank you. edit o2_Solveig 31.01.2023, 08:41 Uhr verschoben von o2 Mobilfunk → English o2 Community: Mobile
Hello, I have an o2 discount from my company. And on 30.01.2023 I order a contract with a phone Google Pixel 7 Pro. I received the order confirmation with the number, and telling me I will receive information when order delivered. I have not received anything so far, but what it is confusing for me, is this meaning my request was approved? I have not received any contract/customer number.I also received an email that I should validate my email address and log in, but I cannot do so as I have no customer number and my email is not recognized in the system. This means I was actually rejected? Will I receive the customer status once my phone is delivered? And if yes how long does it take? Thank you
Hi team,I hope you are doing well.I’m Jithu Anand. My main SIM is XXXXXXXXXX. In August 2021, someone from O2 customer services called and offered me a new SIM and I agreed for that, which is XXXXXXXXXX. It’s been 1.5 years now and still I did not received my SIM. I called and messages so many times. I visited O2 shops several times for duplicate sim but they are not giving duplicate sim because its showing SIM already sent. I have given my correct address. I already contacted O2 customer service for refunding my money. I’m paying around 30 euros every month for nothing. So, I’m asking you to refund my money which i already paid. If anyone from O2 customer service, Please help me Thank you so much in advance Jithu Anand o2_Giulia, 14.01.2023, 13:18: personal data deleted, please be aware that this is a public community
I want to port my number XXXXXXXXXXXX to different provider. Please release my number.Edit o2_Bianca: Moved from Bestellung&Aktivierung to English o2 Community mobile. Personal data removed. This is a public community and everyone can see this information. Please do not post personal information.
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