English O₂ Community: Mobile

I had originally created a community account by mistake and then realized that it cannot be used to login to manage prepaid services.  I deleted the community account and created a regular account.  Currently I can only login with a web browser on a PC.  I have tried login in with both email and phone number. 

Hello i recently bought this phone and i need to carrier unlock it with an 8 digit code and the imei isxxxEdit o2_Kathi 29.08.26 IMEI removed to protect data

I recently lost my phone. I need to block the sim and order a new one. I cannot access my o2 account or app, obviously. This is for a pre paid sim, the english speaking line does not offer help for pre paid  Please help as I have tried sooo many times and visited stores, called, tried everything. PLEASE help me 

HiYesterday (Saturday 21/01), I received texts that someone has changed my details such as email ID, contact number and Address in my O2 account. My first instinct was to change the password and undo all the changes made. However, I noticed a phone being ordered from my account as a new contract extended with my old one. I have filed a complaint with the police today (Sunday), and need help to cancel the phone contract and do all things neccesary to not ship the phone.Please help me in all capacities.Thank you so much!Edit, put your threads together, 22.01.2023,14.40 Uhr, o2_Micha, o2_Solveig 23.01.2023 moved from o2 My Handy-Finanzierung → English o2 Community: Mobile 

Good day,I would like to object to the charge of €22.45 for "value-added services" on my invoice dated August 25, 2026 (invoice number xxxxxxxx18/08).My previous monthly bill was €21.49. The current bill includes an additional charge of €22.45 for premium services. I did not knowingly request this charge and therefore do not accept it.Please inform me which specific value-added service or service caused this €22.45 charge, when this service was commissioned and on what basis it is being charged.If I did not explicitly request this service, I ask for a cancellation or refund of the €22.45 and a corresponding correction to the invoice. I have attached the relevant invoice to this message as a PDF.Please also confirm in writing that no other paid premium services are activated on my contract.Thank you for your support.Sincerely,Alan Edit o2_Kathi 27.08.26 Personal information removed + Moved from the section o2 Mobilfunk to English o2 Community

I got scammed by this guy who was at O2 shop Am Harras. First of all he was extremely disrespectful towards me for no reason. I went to the shop in January to get my contract extended, I was enquiring about different offers, the guy was not cordial at all to inform what offers are cost effective. Anyhow, I got my contract extended and he asked me to sign the contract. While I was about to leave he told me that you get this free sim card. I didnt need it but he asked to keep it and I just put it in my bag. Today When I checked my invoice I was charged 73 euros. When I called customer care to enquire about why I was charged so much, I got to know that there are two contracts active on my profile. I had no idea about it. WHEN I WENT TO SHOP I WAS TOLD THAT YOUR CONTRACT IS EXTENDED AND WAS NOT INFORMED THAT HE IS MAKING ANOTHER CONTRACT IN MY NAME. THIS IS A FRAUD, I REQUEST TO IMMEDIATELY CANCEL MY SECOND CONTRACT AND REFUND MY MONEY.I have a feeling this guy did it INTENTIONALY and it i

Hello. I had o2 contract with try 30 days risk free program. I have cancelled my contract before 30 days period and started number port in process to another provider. The day after I filled the form to cancel my contract, cell service to my number cut off. Does the number port in to another provider still proceeds or did I lose my number? Thanks in advance for all the help 

Hello,I ordered an o2 Loop PayGo prepaid eSIM on 27 July 2026 and paid EUR 4.99 via PayPal.I received the initial order confirmation, but I have still not received:- an Auftragsbestätigung or Auftragsnummer- an identity verification link- an o2 mobile number- an eSIM QR code or activation informationI submitted the official o2 contact form on 28 July and received only the automated acknowledgement. As of 3 August, I have not received a personal response.I am a new customer and do not have an active o2 number, so I cannot register for Mein o2 or access the authenticated live chat.Could an o2 moderator please escalate this case to the Prepaid order team and contact me by private message?My Bestellnummer ends in 0345. I can provide the full order number, email address, date of birth and payment details privately.Thank you.

I have not received my O2 sim card yet. It has been more than two weeks. I checked the O2 logistics area and it turns the O2 customer service person who booked the sim, they put wrong address for delivery.Last week I tried calling customer service again to change the address and they said they did but it is not reflected anywhere and still haven’t received the sim.Moved from o2 SIM Karte → English: Mobile // o2_Rebecca, 20.08.2026 15:44 Uhr

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.

Dear O2 Customer Support,I hope this message finds you well. I recently received my bill, and I am quite concerned about the total amount, as it seems significantly higher than expected. Specifically, I noticed that my data charges for the last month have reached €60 while I was abroad, even though I was using a French network and SIM card during my time there.I would appreciate it if you could review this charge and provide me with a clear explanation of why it has been applied. If there has been an error, I kindly request an adjustment to my bill.Looking forward to your prompt response and assistance in resolving this matter.Best regards,Alireza  EDIT: verschoben aus Mobilfunk: Rechnung in Englisch: mobile   02.02.25; o2: Maria

I was cross-sold a new contract under the promise it would reduce my costs. However, I permanently reside in Israel. The agent did not inform me that switching tariffs would remove my international roaming protections and trigger massive 'Mobiles Internet Ausland' fees due to background LTE network handshakes. I am requesting a formal review, a credit for these unexpected roaming charges, and to be placed back on a plan suitable for my situation."

Hi team O2,Please see the internet is very bad on this number even not 15 maps. I am not able to make internet audio or video calls.Kindly check and improve the same.Thanks and Regards, Divyashree Edit o2_Kathi 08.12.25 Moved from the section Mobilfunkdienste to English o2 Community

Hello O2 Team,  I am writing to request an urgent replacement for my prepaid eSIM.  My phone is completely broken and cannot be turned on, which means I am unable to receive the SMS TAN (verification code) to log into my "Mein O2" app or portal. To make matters worse, I am currently staying abroad, so I cannot visit an O2 Shop in Germany.  Here are my basic account details:  * My O2 Phone Number: [+xxxxxxx613]* My SIM Card Type: Prepaid Card Since I am overseas and my device is dead, I cannot receive any SMS. Could a moderator please contact me via Private Message (PN) to verify my identity (via passport or my 4-digit portal password) so that you can help me bypass the SMS verification or send me a new eSIM activation profile?  Thank you very much for your urgent help!  Best regards, Edit o2_Kathi 24.08.26 Personal information removed

Hi, my (postpaid) O2 contract expires soon and I have already left EU. But the bank account which was linked to my O2 account for SEPA direct debit purposes has already been deactivated. I have another EU account, but outside Germany, from which I have wired the amount which was due in my latest and final invoice. Just wondering if someone can check whether the amount I paid has been accepted. I have given my Kundennummer as the reference in the transfer.  Thanks!Edit o2_Kathi 24.08.26 Moved from the section o2 Mobilfunk to English o2 Community

Every time I want to see my mobile phone contract summary here, I seem to be redirected to the help page. Also, I haven’t got any contract summary in email too. Can you help me with this? Thank you.  o2_Giulia, 10.08.2026, 09:05: verschoben von  O₂ Mobilfunk: Rechnung zu English O₂ Community: Mobile

I have paid my last bill two days and my internet and my call is still not working and also there still showing in the app no payment is made I hope you can fix problems as soon as possible edit o2_Solveig 15.08.2026, 20:15 Uhr verschoben von Mobilfunkdienste → English Community 

I had €10 prepaid credit and used it to book o2 Prepaid S. The €10 has now been deducted and my balance is €0.00, but my account still shows o2 Prepaid Basistarif with 0 GB data. There is also no Prepaid S order under “Bestellungen”. I have already restarted my phone, checked the APN settings and tried airplane mode. Please check the €10 deduction and activate Prepaid S or restore my €10 credit.

Hi!i have a similar problem but inside EU. My latest bill for the month July shows a surcharge of around €93 saying that it's services and connection outside of EU but I'm in Denmark so it makes no sense and it should work with the normal rate. Plus, i barely used any data as I'm mostly on a local wifi here so there's also no data overuse!So, may i ask what's the issue?

Hi, I’m having an issue sending SMS from my O₂ number. Incoming SMS still work normally, but when I send an SMS, there is no error or warning and the message appears to send normally. However, the recipient never receives it. This happens consistently, including when trying to send to different numbers. I can make calls, receive calls, no issue there, just not send SMS.I am a Samsung phone, and I checked that the message center number is correct (+491760000443). Is it possible to get some assistance on this?

Dear o2 Team,I would like to block all incoming calls from anonymous/private numbers (No Caller ID), while still being able to receive calls from visible numbers as usual.Could you please help me activate Anonymous Call Rejection (ACR) for my number?Thank you very much for your help! Kind regards,Dilara o2_Giulia, 18.08.2026, 13:23: verschoben von in eigenen Beitrag  

Hello O2 Team, On my latest bill for mobile number xxx, I was charged 17.96 EUR for a third-party subscription called "O2 Music Paket". I never intentionally signed up for this service; it was activated accidentally. I have already cancelled the subscription and activated the Drittanbietersperre (third-party block) on my account to prevent this from happening again. Since I did not use this service, could you please issue a goodwill refund (Kulanzgutschrift) of 17.96 EUR to my account? And also note in the second last invoice , it was also included . Kindly check last 2 times invoice and kindly refund the remaining amount to my account Thank you for your help. Best regards, Arijeet Paramanik edit o2_Manga: Rufnummer entfernt; 17.08.2026

I successfully completed my identity verification through IDnow, and the O2 website confirms that the identification has been completed.However, I have still not received any confirmation or approval email from O2, and my SIM card has not been activated.Could you please check the status of my verification and SIM activation and let me know if any further action is required from my side?Thank you for your help.

Hello! In my O2 app it says that the next billing date is in 60 days!?  Also I haven't been charged for the previous month.  Edit o2_Kathi 14.08.26 Title adapted for a better overview