English O₂ Community: Mobile

Hello! i bought a Prepaid E-Sim from O2 last week, and i still didn’t get the QR code. can anyone help me with this problem?Edit o2_Gerrit 06.08.2026 moved to English O₂ Community: Mobile

Hello, i cannot find the button to cancel my current prepaid pack anymore. neither in the mobile app nor on the web version.could you please guide how to cancel it?Thank you!

Hallo o2-Team, bitte löschen Sie meinen alten Account und alle verknüpften Daten, die mit dieser E-Mail-Adresse verbunden sind. Ich kann meine neue Prepaid-Karte wegen eines Datenbank-Konflikts nicht aktivieren. Vielen Dank!

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?

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.

Sehr geehrte Damen und Herren, hiermit kündige ich meinen Mobilfunkvertrag außerordentlich und mit sofortiger Wirkung zum morgigen Tag, den 10.07.2026. Aufgrund eines schweren medizinischen Notfalls musste ich Deutschland unvorhergesehen und dauerhaft verlassen und bin in mein Heimatland (Indien) zurückgekehrt. Da es sich um eine absolute Notlage handelt, bitte ich Sie aus Kulanz um eine sofortige Beendigung des Vertrages ohne die übliche Frist von einem Monat. Bitte senden Sie mir eine schriftliche Bestätigung der Kündigung sowie das genaue Beendigungsdatum an diese E-Mail-Adresse. Vielen Dank für Ihr Verständnis und Ihre Unterstützung in dieser schwierigen Situation. Mit freundlichen Grüßen,  Hereby terminate my mobile phone contract extraordinarily and with immediate effect as of tomorrow, July 10, 2026. Due to a severe medical emergency, I had to leave Germany permanently and unexpectedly, and I have returned to my home country (India). Since this is an absolute emergency, I kindly

Please help me, it is urgent :( !I had a contract with O2 named unlimited cost 20euro per monthi canceled it two weeks ago, it is scheduled on 22. Juni that end the contract.I did turn on Portierung (there is a message and an email confirm this, a supporter helped me)now i buy a new O2 prepaid sim karte, just activate it (not this account)and i want the old number with me to this new sim card.but when i put the anbieter : it shows like this below Please help me.Edit o2_Gerrit 30.06.2026 moved to English O₂ Community: Mobile

Hello, I'm going to go back my home country. So I would like to cancel direct debit, delete my bank information and receive the leftover funds from my wallet back to my bank. Thank you!

Good dayI received an email confirming that my new contract with the phone number XXXXXX95 – as ordered – started on August 1st, 2026. However, I haven't received the SIM card yet and therefore can't use it. Could you please let me know the status of the SIM card? Has it already been shipped or is it still in transit? If so, would it also be possible to change the contract start date to the day of delivery (e.g., 10 days later)? Please keep me updated. Thank you.Phone number anonymized // o2_Rebecca, 03.08.2026 14:37 Uhro2_Giulia, 03.08.2026, 15:12: verschoben von O₂ Mobilfunk: Vertrag & Tarife zu English O₂ Community: Mobile

I add my daughter O2 prepaid to my account   We asked to take her number and we confirmed  it with  O2 pre paid Service Center. They told us it will take few days but it didn’t happen yet and we didn’t get any messages regarding this issue. We have some money left in her prepaid will they transfer it to our new contract? o2_Giulia, 03.08.2026, 15:48: verschoben von O₂ Mobilfunk: Vertrag & Tarife zu English O₂ Community: Mobile

Dear O2 Customer Service,I recently purchased an O2 Germany eSIM, but my identity verification through Identity Online was unsuccessful. When I tried to start the verification process again, the system instructed me to contact customer service.Could you please help me reset the verification process or advise me on how to complete the identity verification?Thank you for your assistance.Kind regards,Jinghe YangEdit o2_Gerrit 03.08.2026 moved to English O₂ Community: Mobile

Contact email, where is your contact email? I have to send you an email, scanned papers that I paid the bill. You send me to pay but it has already been paid!

​Hello ​I am using the O2 Mobile Unlimited Max plan (up to 300 Mbps) and 5G Plus is already activated on my SIM card. However, I am currently getting a maximum bandwidth of only about 10 to 12 Mbps at my location.​Address / Location:​Postal Code / City: 09599 Freiberg​Area: Wohnpark Gentilly​I have already restarted my device and checked the APN settings. This speed is completely insufficient.​Could you please check my connection and verify if there is any network issue or cell tower congestion at my location?​Thank you and best regards

Hello O2 Team,I ordered an O2 Prepaid eSIM and completed the payment successfully. Immediately after the payment, the website stopped responding and the order process did not continue.I have not received an order confirmation, an eSIM number, an activation link or any login details. Therefore, I cannot create or access a Mein O2 account.I am also unable to contact O2 by telephone. The chat requires an active account before I can speak to a real customer service agent, but I cannot activate the account because the order process was interrupted. This creates a circular situation with no available support channel.Could an O2 moderator please escalate this issue to the Prepaid order or payment department and contact me by private message? I can provide my name, email address, payment date, amount and payment transaction reference privately.Please do not ask me to publish any personal or payment information publicly in the forum.Thank you.

Hello, I placed an order with O2 for one mobile line, but on my invoice I noticed that two contracts/two phone numbers were opened. I don’t have the SIM card for one of them, and I don’t recognize it at all.I contacted the shop where i placed the order, but I was told the contract cannot be cancelled. I would like to know:How can I verify/confirm which products I acutally ordered? How can I request cancellation of the contract I did not order? Who should I contact within O2 specifically for this issue (not the shop)?Thank you in advanceEdit: Thread moved to our english community, o2 Michi 25.07.2026

Hello everyone,I recently switched my plan to O₂ Mobile Unlimited M.I did not activate this “Monthly Data Snack” add-on so I was surprised to sse in being deducted since April. my fault because I was not checking the bills properly so I noticed it late. Now, €21.99 was still charged  on my current bill despite having unlimited M. Unfortunately, I can’t find any option in My O₂ to deactivate the Data Snack because it isn’t displayed correctly there.Could a moderator please look into this, remove the Data Snack from my account for future billing, and check whether the €21.99 that was charged can be credited toward my next bill?Thank you in advance for your help!Edit: Thread moved to our english community, o2 Michi 25.07.2026

I did the contract in may and went in the office weeks later it wasn’t up to a month and I terminated the contract but the contract failed to be terminated and they’ve been billing me and I can’t afford it anymore kindly terminate it for me I’m on my way to the O2 shop as well because I don’t understand this o2_Giulia, 29.07.2026, 11:34: verschoben von O₂ Mobilfunk: Rechnung zu  English O₂ Community: Mobile

I used the same email address to purchase an O2 eSIM and successfully paid €10. After the payment, the page did not finish loading. I waited for about one hour, but nothing happened. When I refreshed the page, the order disappeared completely.The €10 has already been charged, but I did not receive:an order confirmation, an order number, or the eSIM QR code.Could you please check whether an order was created under my email address?If the order exists, please resend the order confirmation and the eSIM QR code. If no order was created, please refund the €10 payment.Thank you for your assistance. o2_Giulia, 29.07.2026, 12:40: verschoben von Testberichte & Reviews zu  English O₂ Community: Mobile

Sehr geehrte Damen und Herren,ich habe ein o2 Prepaid L-Paket als eSIM bestellt. Leider habe ich weder einen QR-Code für die Aktivierung noch einen Link zur Identitätsprüfung erhalten.Da ich weder Deutsch noch Englisch spreche, kann ich den Kundenservice leider nicht telefonisch kontaktieren.Außerdem habe ich kein Mein o2-Konto und kann die eSIM deshalb auch nicht über das Kundenportal aktivieren.Ich bitte Sie daher, mir den eSIM-QR-Code oder einen Link zur Identitätsprüfung per E-Mail zuzusenden, damit ich meine eSIM aktivieren und nutzen kann.Meine Bestelldaten:Bestelldatum: 24.07.2026 Bestellnummer: xxxxxxxxxxxxx Tarif: o2 Prepaid L SIM-Typ: eSIM Startguthaben: 20,00 € Einmalzahlung: 19,99 €Vielen Dank für Ihre Unterstützung. Ich freue mich auf Ihre schnelle Rückmeldung.Mit freundlichen Grüßenedit o2_Solveig 28.07.2026, 17:14 Uhr pers. Daten 

Hello, I have an active cancellation for moving abroad. I need a moderator to open a private message link so I can upload my Abmeldebescheinigung.

Selected O2 S twice for prepaid know deducted 9.99 but still plan not active and mein O2 requests for recharging more money. How to fix

I was on vacation in Tunis for 8 days and i turn off my roaming data and still i got charged 79 euros. Is this legal and how is this possible?

Please first help me understand why I was lied to by O2 customer service representative that I would be able to cancel my contract? I got a call from a customer service representative in April asking about extension of my contract. It was a renewal of my existing contract that was aboout to end in September 2026. I told him repeatedly that the only reason I still have my German phone number was so that I could file my taxes and obtain my tax refund. So i needed it atleast until the end of the year since I was not sure how long the tax office would take to respond to the objection that I had submitted a month ago. He said that there was a way to deal with this and that I can renew the current contract and then cancel it under “extraordinary” circumstances. The only reason I agreed to this was because I needed to still get a response from the tax office regarding my filed objection. And the customer service guy said that otherwise the price of my mobile services would increase and I aske

Why I‘m getting higher bills than my monthly allowance even through completely off for last 2 month? Edit o2_Gerrit 28.07.2026 moved to English O₂ Community: Mobile