Hi, No internet connection or assistance in English

Hello,

I got the same problem, SIM card activated, money is added to the account, APN settings are automatically done and manually checked, restarted multiple times, I can make calls and send SMS but I have no internet connection what-so-ever. Where do I go from here?

Hello @mhchoudary ,

have you tried reseting the APN-Settings to default?

Would it be possible to check the connection with a different phone?

Viele Grüße,

Kurt

I got the same problem, , i have no internet connection .APN settings are automatically done and manually checked, restarted multiple times, I can make calls and send SMS but I have no internet connection what-so-ever. Where do I go from here?

EDIT: verschoben in Englisch   o2_Maria

Hi @mattnaw, 

welcome to our English Community. 

I regret that you cannot use your mobile internet here in Germany. 

As I see, you talked to our customer service on 8th March already. 

Is the internet-connection working now properly? 

If you still have any inconveniences, please let me know. 

Loving greetings,

Tobias

Hi @o2_Tobias ,

Today i bought  my O2 loop prepaid card and added the money into my account, I got the confirmation that the money was added via SMS. But I can not get acces to the web. So if you can help my like you helped the people in this conversation would be awesome.

Than you

Hello @JoseDaniel17, welcome at our community.

What did you try so far and is the issue only with the internet connection?

Kind regards, Ines.

Hello,

I have the exact same issue, my connection speed goes up to 0.88KB/s, which is ridiculous. I am in need of a constant connection due to working in delivery and this is costing my livelyhood. 

I was going to ask the guy who sold the phone and the SIM card tomorrow but as I can see on the comment above that would be useless. 

I’ve reset it multiple times and put it on airplane mode many more. No solution yet..

One thing of note is that I can see a complete decay in service from 6pm two days in a row now, this is a new issue since I hired a 15 Euro a month service for this SIM card. 

PELEASE HELP! I need this line to work !!

Martin

@Martynf8 what postal code you do live? You have an o2 my prepaid M tariff, correct? (6.5 GB unlimited data)

10997 Correct, prepaid tariff from this month, last month I used the credit I got when I bought the phone. 

@Martynf8 Ok. Berlin Kreuzberg. You must have good Network and speed there.
What smartphone you use and is highspeed data left for your tariff? 
Have you installed the my o2 service app for control the high speed data and tariff?

Hello @o2_Kurt @o2_Tobias @o2_Ines,

I am not able to access internet on my O2 sim card, I have done necessary recharge and able to utilize incoming, outgoing SMS and Calls but not internet. Please do help me with the issue! I am new to the country and it’s been tough managing without internet.

Thanks in advance!!

Hello @Deepthi,

thank you for your request!

May I ask - which phone and contract do you use?
As I can see from your post it is a prepaid card?
Did you already book a tariff so that you can use the services?

Kind regards
Jessica

It is IHR Tarif, o@ Loop. I have purchased sim with 9.99Euro and recharged it with 15Euro pack 

Hallo @Deepthi,

I just checked with you and it's like this: you have different packs that were activated when you loaded your new credit.
With prepaid, if you book a pack for a month, for example, and then you don't have enough money on your card to book the pack again, then it is considered "reserved". It therefore slips into the queue and as soon as the money is topped up again, it is activated again. This is currently the case with your o2 My Prepaid S - it is reserved because the other packs you use are active and were booked first.
You can manage your packs yourself under your my o2 customer account and cancel packs (this means that the pack will no longer be renewed after one month) or deactivate them (this means that the pack will be deactivated immediately).
If it's easier for you, I can do that for you first. Just tell me what you would prefer - should the currently running packs expire at the end of the booked term or be deactivated immediately?
So you have to top up new credit in order to then be able to book the o2 My Prepaid S pack that is in the queue.

All information about prepaid you can find here e.g.:

• o2 Prepaid - tariffs, packs and options

• Prepaid - further questions and answers

• Top-up options for Prepaid

Kind regards,
Jessica

o2_Jessica schrieb:

Hallo @Deepthi,

I just checked with you and it's like this: you have different packs that were activated when you loaded your new credit.
With prepaid, if you book a pack for a month, for example, and then you don't have enough money on your card to book the pack again, then it is considered "reserved". It therefore slips into the queue and as soon as the money is topped up again, it is activated again. This is currently the case with your o2 My Prepaid S - it is reserved because the other packs you use are active and were booked first.
You can manage your packs yourself under your my o2 customer account and cancel packs (this means that the pack will no longer be renewed after one month) or deactivate them (this means that the pack will be deactivated immediately).
If it's easier for you, I can do that for you first. Just tell me what you would prefer - should the currently running packs expire at the end of the booked term or be deactivated immediately?
So you have to top up new credit in order to then be able to book the o2 My Prepaid S pack that is in the queue.

All information about prepaid you can find here e.g.:

• o2 Prepaid - tariffs, packs and options

• Prepaid - further questions and answers

• Top-up options for Prepaid

 

Kind regards,
Jessica

Hello @o2_Jessica , thanks for looking into the issue. I want internet to be running on my phone for this month. I will top up balance next month if I need  the service. So, my option is “currently running packs expire at the end of the booked term”. Please do it for me from your end itself. Thanks in advance!

Hi @Deepthi, 

I just had a look on your packs. 

It is correct that you topped-up 15 € on 22nd October. With this amount you ordered the Allnet-Flat for 14,99 €. 

Therefore, there was no amount left for your pack “o2 My Prepaid S”. “o2 My Prepaid S” is reserved for activation. As soon as you top-up another amount of at least 9,99 €, the pack will be activated and you will have the chance to use mobile internet. 

Loving greetings,

Tobias

@o2_Jessica @o2_Tobias I have purchased initial card with 9,99Euros and later purchased pack for almost 15Euros. It is given that 3,2GB data will be provided for 1 month. And now you are suggesting to purchase one more pack with 9,99Euros. Can you help me to understand why should we spend 35Euros for 1 month prepaid card. This is really really expensive for 1 month prepaid services.  Am I missing anything here to understand? Please help me to understand what are the exact prices to get 1 month calls and internet on my number. Thanks in advance!!