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How to active pre-paid sim when O2 can't correct my name ?

M
Neuling

Hi,
I am trying to activate a pre-paid sim.

The Vorname and the Nachname were reversed. Of course, Video-Ident failed. I then corrected the Vorname and Nachname (I took a screenshot of the two correction screens so I am 100% sure that I input them correctly).

However, O2 then changed my identity to Vorname Vorname ! So Video-Ident failed again, and I again changed the data (and took a screenshot). But the correct Nachname doesn’t show up ! I cannot go to Post-ident as this will also certainly fail.

My Vorname is of the format “Xxxx-Xxxx”, so I am wondering if that is not causing issues to the identity system.

 

What are my options ? I am afraid I do not know enough Germany to confidently call the helpline.

Lösung von MXP_Alex

Hi @myb,

I could imagine that the data is stored. It might work again after waiting a few hours or a day. But these are just guesses.

I would try again. If it doesn't work, an o2 shop can help with the identification process. 

In the past, when I was trying to identify a different product, I got my first name and surname mixed up. However, the employee was able to adjust this during the video chat.

Kind regards,
Alex

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MXP_Alex
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  • MXP_AlexStar
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  • 24. September 2023

Hi @myb,

I could imagine that the data is stored. It might work again after waiting a few hours or a day. But these are just guesses.

I would try again. If it doesn't work, an o2 shop can help with the identification process. 

In the past, when I was trying to identify a different product, I got my first name and surname mixed up. However, the employee was able to adjust this during the video chat.

Kind regards,
Alex

o2_Steffen
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  • 14674 Antworten
  • 4. Oktober 2023

Hello and welcome to the Community @myb. 💙

I wanted to ask you if you have tried VideoIdent again? Or did you go to an o2 shop near you and try it again there?

Thanks for support MXP_Alex. 😊
We would be pleased to hear from you.

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