Dear all,
I was hoping you could help me resolve an issue. I am a long term o2 customer for many years, through 3 countries. I have a phone with dual SIM functionality and have both a UK and DE SIM running simultaneously. For the last 3 months, this has been running without issue, however last week my data was inexplicably cut off, I could also not make calls or send text messages. I went into two o2 shops in Frankfurt on Saturday to try and resolve the issue, my account was reviewed and all settings on my phone were checked, so I was informed by an O2 guru that my phone was broken and I needed to replace it. As my phone does occassionally give me some issues, this was not out of the realms of possibility. I purchased a new phone in full on the day, and set it up (which took several hours). By the time it was ready and installed, it was after 8pm, the shop was closed as were both the o2 chat function and hotline. I also discovered that the same issues were happening with this phone as with the last one. I also would like to point out that my UK SIM had always been fine and receiving data. As it was a Saturday, I had to wait until Monday before I was able to contact anyone from O2 about the issue. I went through the chat and someone promised that I would be called urgently as there was some suspicious activity on my account. No one called. So, I went back to the chat on Tuesday and asked again. Here I was very unhelpfully given a number to call, but as my phone was not making outgoing calls, this was going to be difficult, meaning I had to call from my UK SIM and incur those costs. When I finally got someone on the phone, they refused (quite rudely) to help in English, and so I had to use my not so wonderful German to explain to someone that I had bought a phone that still didn't fix the SIM problem, on O2's advice. He was finally able to tell me that there had been a massive call from Japan and until this call had been paid for, I could not have my SIM reactivated. My partner was in Japan and we have a joint account, so this was totally feasible, however my partner said that she had received a text telling her that the phone could be used in Japan for 1.99 a day, and she was calling a German number. Unfortunately, I was not allowed to pay over the phone and was told that I had to go into a shop to do so, or request a paper bill. All of this was confusing to me as I pay my bill by direct debit, why could the money not be taken out on the next bill? I then went to an O2 shop yesterday (Wednesday) and asked to pay the bill, where I was again not allowed to pay it as it would mess up the billing system, and it would come out of my account automatically on the 21st of August. That means that I will have been without a working German account from the 3rd of August until the 21st of August, plus I have had the expense of having to buy a phone that I did not need. Frankly, I am not impressed with this customer service, and I would like to know what O2 plan on doing to compensate this issue.
Thank you
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Hello
I need to bring this back together a bit - you wanted to port your number to your new o2 contract. But apparently there was no order from us at your old provider. The recommendation was that you order the porting with your other provider. Apparently that didn't work.
And now you have your o2 contract, but don't want to continue using it because the porting didn't work?
What kind of contract are you currently using? How long is the term?
We can't just cancel and end a contract like that. In a contract you have a certain term. If you don't cancel within 14 days (when signing online and on the hotline), the contract remains in force. You then have the right to cancel at any time, but the contract will only end at the end of the corresponding term.
You can find everything you need to know about cancelling your contract here:
Kind regards,
Jessica 
To whom it may concern,
After knocking at every door, I came to a conclusion that it was my fault that I had made a wireless unlimited Internet connection contract with your company, which doesn't have any option to terminate the agreement in any circumstances.
My name is Bivash Das, XXXXXXXX. My customer ID with o2 is “XXXXXXXX”, and I want to terminate one of my active connections (“XXXXXXX9”), which is not working correctly inside my building. Since the day I made this connection, I have always tried to deactivate this sim because I am getting only 1.5 to 2 Mbps of internet access inside my building apartment, and brought this sim only for home Internet connection with the router. I made several tickets for this connection to terminate the contract as soon as possible, but every single time I was rejected. Even though I have sent a written termination letter at Nuremberg headquarters, enclosing with several screenshots that proof of poor network connection inside my apartment and request immediate cancellation for this Sim, still, I did not received any feedback regarding this matter.
Under this circumstance, my utmost requesting you to please terminate this contract as soon As possible within this month, because I do not want to pay any single amount of money anymore for this connection, which I am not using for so long.
I appreciate your patience while reading this letter and want your valuable feedback on this urgent concern.
Best regards,
Bivash Das
Edit. Adress and personal information deleted - o2_Kurt
Hi
sorry to hear that the contract did not work out the way you intented it to. Our cancellation department has sent a letter in November 21, in which they’ve rejected your request. We would also contact the same department, since cancellations are only handled by our specialized department. Therefore, we can’t offer you a solution in form of a termination of the contract. That such connection rates are not something one can surf with, is out of the question of course. Please use our LiveCheck to report these findings. This also plays into the documenation of those connections, which will be key for further handling of your contract:
https://www.o2online.de/netz/netzstoerung/
We’ll gladly take a look at the technical part of the issue, I you’d like us to.
Can you read out the connected CellID from your Router-UI?
Best regards,
Kurt
I have bought O2 paket from O2 shop for 60 Euro a month all inclusive DSL home internet and unlimited mobile data, minute tarrif. This paket was having flex property can be cancelled anytime with a one month warning.
In the meantime Customer care has proposed me on the telephone she could reduce my 60 Euro to 40 Euro with the same benefits, no additional payment, but in case 24 months contract. I had accepted that proposal. However in less than 2 weeks time, I have undertood O2 has charged me 163 Euro!! Yes it is not a joke.
I can share the invoice here. 99,99 Euro for my mobile number one time payment! And more over all, can you imagine I have purchased a 60 Euro package, but they have charged me after, their so called discounted tariff more than 63 Euro :)
How can a man understand that? I was happy that they could propose me a lower price tariff but it came out to be a trap.
This situation is making me so uncomfortable and unhappy. O2 is careless about this issue.
Hi
I can understand, that you want to find a fast solution, but please refrain to post your question in different topics.
Please let us solve this issue in this topic:
Best regards,
Juliane
I hope this message finds you well. I have been a loyal customer of O2 for nearly a year, currently under a two-year contract. However, I have recently moved to a new location at 15320, Neuhardenberg Germany, and I am facing significant issues with network coverage. The signal strength is extremely poor, to the point where sometimes I am unable to make or receive calls.This situation is causing considerable inconvenience, and I am unsure of the steps I should take to resolve this issue. I would appreciate it if you could advise on possible solutions or alternatives to ensure I can maintain reliable service at my new address.Thank you for your prompt attention to this matter.
Hello
welcome to the o2 Community. 
It's a real shame that you have a poorer connection at the new location since the move. Have you already checked the Live Check?
If you have a stable WLAN connection, you can use WLAN Calls so that you can make calls.
Kind regards, Lea
Hello
Thank you for your response.
Unfortunately, I do not have a WLAN connection at the moment. I was actually looking into O2's home internet offers, hoping to get a good deal as an existing customer. However, when I entered my new address, I found that the discounted offers are not available to me, and instead, I'm only being shown more expensive options.
I'm confused as to why these offers are advertised if I'm unable to access them at my location. Could you please clarify why this is happening? Is there anything that can be done to provide me with a more affordable home internet option?
Additionally, I have checked the Live Check link you mentioned, and it does show that there is limited network coverage in my area. However, the reality is even more challenging. There is no 5G connectivity in the town, and even for 4G or regular calls, I often have to go outside my house to get any signal. If I stay indoors, there is no network available for me to make or receive calls.
Given these significant issues, I am hoping you can provide further assistance or solutions to improve my connectivity. If the situation cannot be improved, I would appreciate guidance on what options are available to me regarding my contract.
Thank you for your help, and I look forward to your advice.
Kind regards,
xxxxxxxxxxxxx
Edit: Personal data removed from post, o2 Michi 25.08.2024
Hello 
I have removed your name and your phone number in the post due to data protection (public forums).
At the moment there are performance issues regarding 4G/LTE and we only can wait that this will be resolved. Do you primarily looking for a o2 Home tariff or as an extension to your mobile contract?
Best regards,
Michi
Thanks for your response and removing my details as well. Yes I am looking for o2 Home for my place but the I am looking for cheap plan because I am a student with age above 30 years. So any suitable option? I was planning to take the offer available on discount but unfortunately there was a note that I cannot apply for that.
Best Regards
Hello
when you enter your current address into our availability check for landline connections, which does it show you?
When there is no internet via our LTE or 5G shown, then our network at your address is not yet suited for this technology but rather for landline based technologies.
Best Regards,
Gerrit
I am writing to express my continued frustration with the network coverage of my O2 mobile connection. Despite moving outside the house to make calls or use the internet, the connection remains very poor.
This issue has been ongoing, and I submitted a complaint a week ago, yet there has been no improvement in the situation. Reliable mobile service is essential for me, and the current coverage is inadequate for my needs.
Therefore, I kindly request that you take prompt action to address this matter. I would greatly appreciate your assistance in resolving this issue as soon as possible.
Thank you for your attention to this matter. I look forward to your prompt response.
Hello
our technical department is working to repair the stations which are currently down. I understand that this results in a very bad connection for you and I wish it will be fixed soon.
But as of now they cannot give a date when they will have fixed them. Please make sure you have regiustered a disturbance via our live check for your contract in order to apply for a refund once our network at your address is fixed and the timeframe for when it was down is known.
Best Regards,
Gerrit
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