Hi @efew89,

if you live in a house with one mailbox, this won’t be a problem. If you live in a house with many mailboxes, the postman won’t be able to identify the right mailbox. To avoid this problem, you could add your name beside the mailbox temporarily.

Actually, after the order you are not able to change the delivery address. So I would recommend to add your name to the mailbox, at least temporarily. The SIM card is shipped without a tracking number.

Kind regards,
Alex
​​​

Hi @MXP_Alex,

Thank you for your answer, there are many mailboxes and I am unable to add my name to it.

Are you sure there is no tracking? Under the “my orders” tab there is a delivery status which I presumed would only be possible if there was tracking.

If not I would need to order a new sim to a different address. Do you know how I do this? I speak very little German so am unable to call the hotline.

Thank you again,
Eleanor

Hi @efew89, 

welcome to our English Community. 

I regret that we did not have the possibility to return earlier to you. Could you already clarify the issue in the meantime? I guess that @MXP_Alex was already of great help to you. 

If you need further help, just come back here. 

Loving greetings,

Tobias

@o2_Tobias 

Thank you for your welcome. Unfortunately I have no words as to how outraged I am with the service I have received.

I received no help ordering a new sim card from the community, and was obviously unable to contact O2 another way to do this. And of course “adding my name to the mailbox” is not a solution. In the end I emailed every address I found in my contract detail until someone was able to forward me on to customer service who have ordered me a new sim card.

That card arrived today and now I am unable to activate it. The link provided simply asks me to login again and again. I cannot reregister because that requires a code which is sent to my inactive phone number. I have tried accessing MeinO2 to activate my card once logged in through the main site, but every time I try to navigate I am sent back to the community help page, even if I delete cache, cookies and try in incognito mode. I tried to download the app but receive a login error.

I hope you appreciate how much this makes me want to throw my phone into the ocean. Please please please SORT OUT YOUR SERVICE. How is anyone supposed to use these devices?

I have now re-emailed the same customer service person I was dealing with before to see if they can activate my number. I hope there are no further issues because clearly the Deutsch O2 website is fraught with issues and provides no help.

Obviously I know this is not your fault, but I really hope you can understand just how frustrating this is.

Hi @efew89, 

I regret that you are disappointed about our customer service. We are doing our best to help our customers as good as we can. 

In order to activate your sim-card for you, I will write you a private message via @o2_Support. Please reply there to my request. 

Loving greetings,

Tobias

Sorry for the anger. I know it is not your fault. Thank you for your help. I really appreciate it

I have just received an email asking me to confirm my email address so I can receive further messages. But I am unable to do this...Just in case you are trying to message me again

 

Hi @efew89, 

thanks for your details you mentioned under @o2_Support. 

I have now activated your sim-card. 

Please put the sim-card into your phone and enjoy using your new tariff. 

For the inconveniences that you had, I have given you a discount that you will see on your next invoice. 

I hope you agree to this solution. 

In order to use “Mein o2”, please registrate your mobile phone number as described here: registration at "Mein o2"

Loving greetings,

Tobias

Thank you so much!

It is working, it is a miracle!

Thanks for your help with this.

Hi @efew89, 

great! I am so happy for you. 

Sometimes I have the power to perform miracle-like deeds.   

Welcome to o2 and I hope the next contacts will be perfect again. 

Loving greetings,

Tobias