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Hello,

I have been an O2 customer since 2022, when I purchased an iPhone 13 Pro Max with a contract. Two years later, as my contract was about to end, I decided to upgrade my phone and extend my contract. I ordered an iPhone 15 Pro Max online, but the phone was lost with DHL and never delivered.

Since then, I have been trying to order another iPhone from O2, but my order keeps getting rejected both online and in-store without any reason given. And I want to mention that I have always paid my bills regularly and on time.

I would like to remain an O2 customer for the long term, but it feels like O2 is making it difficult for me to stay.

I hope you can help me resolve this issue.

 

Nobody can tell you the reasons for the rejection. Contact the information center that states the rejection.

Probably the lost phone has not yet been fully removed from your account and the credit check did not approve a second phone.

@bs0 Actually, they deactivated the lost phone from the list of devices with contracts that appear in the O2 app. I don't think it's related to my credit score since I’ve always made my payments on time. As far as I know, you can purchase up to 5 devices per account, and I'm well below that limit. It once approved a second phone for a contract extension, but now it doesn’t, even though the non-delivered phone has been removed from the account.

I’m concerned that the system might have automatically flagged me as "suspicious" rather than having the situation reviewed by a person. The issue is that the lost phone was not my fault, but rather a problem with DHL.

Come on, contact the information center.

@Bumer I will, tomorrow. Thanks for the advice:-)

It is possible to have several devices with installment plans, yes, but this is determined per customer and the exact number is dependent on your credit rating with o2 (always paying on time is not the only relevant factor). If the lost phone has already been removed, we can only speculate as to the reason here.

Hello @mirac.yigit,

welcome to our o2 Community 🙂

Yes, like Bumer and bs0 wrote, only our information center/Auskunftstelle can access your data necessary for providing information regarding your rejected orders.

You can reach them via letter to Telefónica Germany GmbH & Co. OHG, Auskunftsstelle, 90345 Nürnberg.

Best Regards,

Gerrit

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