I lost my phone, I cannot access the o2 or my account. I am unable to get help on the hotline as they are not available in English

So, what did they say when you called? This is the English-speaking hotline.

Thanks for you reply, you made me realise that I did not add that this is for a pre paid sim, I have edited my post, thanks!

Then call the prepaid service; if necessary, ask a friend who speaks German well to call on your behalf.

thank you, not helpful. Hopefully a moderator can assist me. Have a good day

Why wouldn't that help? It's the only way, right now, you're only registered as an interested party, so o2 staff can't verify your identity.

I can discuss my matter with the o2 staff or moderator when they reply. I appreciate your help but you are frustrating me, Have a good day. 

As I wrote, you can't do that because there's no way to verify your identity here. I don't understand why you don't just call! 🤔

please stop replying, thank you 

Hello ​@help9999  I’m sorry to hear that you’re having such a frustrating experience with this situation. 😕 Unfortunately, Bumer is right in this case. We cannot access your customer data here because you are registered in the community with an interested account rather than a customer account.

Therefore, we’re unfortunately unable to block the SIM card for you directly from here. Please contact the English-speaking Prepaidhotline recommended by Bumer and ask them to block the SIM card for you. 👍

I hope this can be resolved quickly for you. 😊

Best regards,
Senay

Thank for your reply.

There is no English speaking pre-paid hot line. There is an English POST-paid hotline, they do not help. There is a pre-paid line, not able to help in English.

I lost access to my o2 account, as I cannot confirm the details via 2FA, as I don’t have my phone. I created a dummy account as a last ditch effort to get help via this forum, which is recommended as useful in these scenarios. 

Can I not confirm my details via PM, please?

No, that is not possible. Could you not ask someone who speaks German to call on your behalf?

​@help9999 

That’s why I wrote that you should ask a friend who speaks German well to call for you. There is no other way!

​@o2_Senay Is there a way to confirm details via PM, please? 

How many more times? No!

​@Bumer please, xxxxx

Edit o2_Senay: Schimpfwort entfernt!

That’s it for you here, then.

​@Bumer you’re so annoying. I told you to leave me alone, that you were not helping, that  “you are frustrating me" but you just couldnt help yourself, trying to get under my skin. well, you did. xxxxxx

Edit o2_Senay: mehrere Schimpfwörter entfernt!

I’m just going to change providers, xxx o2

Edit o2_Senay: Schimpfwort entfernt!

​@Bumer xxxxxxx. probably not xxxxxxx

Edit o2_Senay: Schimpfwort und Beleidigungen erntfernt!

​@help9999 please pay attention to your choice of words and the way you address other users here in the Community. We understand that you may be frustrated, but disrespectful or insulting comments are not acceptable here. Please keep in mind that this is a customer-to-customer forum. Bumer is one of the most experienced and helpful members of our Community and has provided a great number of helpful answers here. He shares his knowledge voluntarily in his free time to support other customers.

Regarding your request, there is unfortunately no other option available to us beyond what has already been explained. We have provided you with all the information and possibilities currently available.

We expect you to keep the conversation respectful and constructive from now on. If the inappropriate tone continues, we will have to impose a one-week writing restriction on your account. Thank you for your understanding.👍

​@help9999 Be very careful. In Germany, what you are doing here is a criminal offence. What is totally unacceptable is your attitude. Fortunately for you the moderators are quick to remove your vulgar comments.

“Bumer is one of the most experienced and helpful members of our Community"

Then bumer should understand that he is being very unhelpful and provocative. 

I’m done. Literally F o2.

Thanks for your help ​@o2_Senay I appreciate your replies

apologies for being vulgar ​@Bumer . I hope you understand my frustration after I'd asked you to refrain, despite this, i shouldn’t insult you. Sorry

​@help9999 i completely understand that you are frustrated, especially since this is an important matter for you. At the same time, I have to be honest: I don’t see anything provocative in Bumer’s replies. I’m sorry that you experienced them that way and that the situation escalated.

I hope things have calmed down a little by now and that we can get back to a more constructive conversation. The suggestions made here were intended to help you find a solution. For example, involving someone who speaks German well when communicating with customer service could make things easier and help avoid misunderstandings.

I’d really like for us to focus on finding a way forward rather than continuing the disagreement. Please feel free to follow the suggestions already given and let us know how things turn out. We’re happy to support you within the possibilities we have here. 😊

​@help9999 please keep in mind that this is a customer-to-customer forum. You cannot really ask another user not to respond to you at all, especially when they are trying to help with your issue.

That said, I’m glad we can move forward on a more constructive note. I hope we can now focus on the actual issue and find the best possible way forward for you. 😊