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I have both eSim and Sim now while I need only one of them

  • September 25, 2024
  • 12 Antworten
  • 88 Aufrufe
O
Besucher:in

Hello O2 team!

On September 21 I ordered an eSim via Internet.
Since I have not received any reply for a few days, I thought I did something wrong, so this afternoon I went to the O2 store. I asked the assistant to check whether there is any Sim or eSim issued in my name, he could not find any on the system, so I got a physical Sim-card.
When I got home, I found an envelop with eSim details in my mailbox, ironically. 
A question which I have now is this, please:
Do I need to pay for the eSim separately now, so it’s 19.99 extra? Or is it included into my o2 Mobile M Flex Online contract now and it will be 19.99 per month no matter whether I use eSim or Sim?

Looking forward to your reply.
 

Lösung von o2_Giulia

Hello @OlesiaOlesia,

welcome to our o2 Community 😀

Since you have not logged into the community with your contract, we are unfortunately unable to check for you whether this is a replacement or additional card or even an additional contract.

Please contact our customer service directly as soon as possible. You can reach the English speaking support on 089/666630081.

The customer support will be happy to check what exactly you have ordered and whether there is an option to cancel it.

Best regards

Giulia

    12 Antworten

    Bumer
    Legende
    • BumerLegende
    • September 25, 2024

    Was the physical SIM card you picked up in the shop really from your o2 Mobile M Flex contract?

    O
    Besucher:in
    • OlesiaOlesia
    • Autor
    • Besucher:in
    • September 25, 2024

    I am not sure. It’s very confusing, to be honest. After I received my physical SIM card and logged in to MyO2 app, my account contained the contact information which I gave when I was placing an order for eSim via Internet. So my guess is, it’s now rather intertwined on the system.

    My main concern is - I obviously don’t want to pay for 2 SIM cards if I only need one. So if the eSim implies extra charges, I don’t need it now. Will see what o2 team says.

    Bumer
    Legende
    • BumerLegende
    • September 25, 2024

    If an additional multicard has been activated, EUR 4.99 will be added on top.

    O
    Besucher:in
    • OlesiaOlesia
    • Autor
    • Besucher:in
    • September 25, 2024

    I did not activate it.

    Bumer
    Legende
    • BumerLegende
    • September 25, 2024

    Are you offered an additional SIM for activation in the customer portal?

    O
    Besucher:in
    • OlesiaOlesia
    • Autor
    • Besucher:in
    • September 25, 2024

    No, I can’t see any in MeinO2 app

    Bumer
    Legende
    • BumerLegende
    • September 26, 2024

    not in the o2 app, but in the customer portal.

    O
    Besucher:in
    • OlesiaOlesia
    • Autor
    • Besucher:in
    • September 26, 2024

    No, there is no suggestion to activate an eSim in the customer portal.

    Bumer
    Legende
    • BumerLegende
    • September 26, 2024

    good, do you see 2 active SIM cards under *Prices & Discounts*?

    o2_Giulia
    • o2_GiuliaModeratorin
    • Moderatorin
    • Lösung
    • September 26, 2024

    Hello @OlesiaOlesia,

    welcome to our o2 Community 😀

    Since you have not logged into the community with your contract, we are unfortunately unable to check for you whether this is a replacement or additional card or even an additional contract.

    Please contact our customer service directly as soon as possible. You can reach the English speaking support on 089/666630081.

    The customer support will be happy to check what exactly you have ordered and whether there is an option to cancel it.

    Best regards

    Giulia

    *** Hier geht es zum Weihnachtsgewinnspiel: https://hilfe.o2online.de/o2-news-3/o2-community-weihnachtsgewinnspiel-2025-herzlich-willkommen-in-unserer-weihnachtsbaeckerei-659597 ***
    O
    Besucher:in
    • OlesiaOlesia
    • Autor
    • Besucher:in
    • September 26, 2024

    Thank you @o2_Giulia - the customer service team member was superb and helped with my request.
    Thank you @Bumer for being there and trying to help me. Have a great day both!

    o2_Giulia
    o2_Lea
    • o2_LeaModeratorin
    • Moderatorin
    • October 1, 2024

    Hey @OlesiaOlesia,

    I'm glad that everything worked out well. If you have any further questions, please feel free to contact us at any time. 💙

    Kind regards, Lea

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