English O₂ Community: Mobile

am writing to express my deep disappointment regarding my recent experience with your service.Two months ago, I visited one of your customer service stations in Germany to cancel my contract. The staff informed me that, in case of an emergency, I could cancel the contract. I followed the proper procedure and received an email confirming my cancellation request, which mentioned that it would be reviewed.Since then, I assumed the contract was successfully cancelled. However, to my surprise, money was again deducted from my account this month.When I called customer service today for clarification, the representative I spoke with was extremely rude and unprofessional. He stated that only death or moving to another country would qualify as an emergency, and then abruptly ended the call without providing any assistance.I have been paying €38 per month for the past year and expected much better treatment and professionalism from your company. 

Hello, I have 2 SIM cards and 2 device on my name, as I am leaving Germany permanently I need to cancel one SIM card and one device and transfer the other SIM card and the device to my partners name, I would like to do this as soon as possible as I’m leaving Germany in the middle of next month I have already got an appointment for deregistration but they told me that they can only provide the document only 7 days before my departure but I have my air tickets as proof can someone please help me how to go about this, as I’m a student I cannot afford to pay fees for the following Please help  Moved to English: Mobile // o2_Rebecca, 25.09.2025, 09:54 Uhr

Why my iphone 15 pro max installments information doest not appears on the mobile app? How can I know that, how many installments left? or any other info. Please let me knowEdit o2_Bianca 07.10.25 09:06Uhr: Moved from o2 My Handy&Finanzierung to English o2 Community Mobile 

Hi, yesterday I bought a new prepaid sim card and when I wanted to activate it, there was a problem about my personel informations so they said they couldn’t continue the video chat before I corrected my informations. After that, I changed my informations but there is no video chat option anymore. There is just a post option. What should I do to video chat?Edit o2_Cora 11.01.24: Moved from O₂ Prepaid

A friend of mine transferred her 02 home contract to me before she left for South korea.The monthly contract was 19.99 euros a month.Next month the 81 euros was deducted from my account. After that 49 euros. I went to talk with the 02 assistant but he is rude and of no help.He said there is no contract with my name but what about the money that keeps deducting.Please someone explain this situation.I just stopped my payment from my bank account.

I bought one iphone 15 pro max + Airpods and the second one are nor working properly, shoud O2 repair or change the device ? Edit o2_Kathi 06.10.25 Moved from the section Apple & iOS to English o2 Community

I am an existing O2 Free M Boost Online customer, and my 24-month contract period has already expired. Since then, I have continued paying the same monthly price.Now, I am planning to upgrade and purchase the new iPhone 17 Pro Max on contract with my current number. However, when I try to upgrade online and select a new plan, I notice that my MultiCard option is no longer included and can only be re-activated via the service center. When I contacted customer support, I was informed that the cheapest available plan with MultiCard would cost €75 per month, which is higher than I had planned for.I would like to ask: Is there a way to upgrade my contract so that I can keep using my MultiCard while also getting the new iPhone at a reasonable rate? Why are the offers for existing customers significantly less attractive than those for new customers? This feels quite discouraging, especially as a long-time customer. I find unlimited option but it is not viable for me as I can’t have multicar

Hi, I ordered an O2 sim online but the simcard was never delivered. After posting here it was suggested that i go to a physical store and get a new sin card. So I went to physical store and got a new sim card. However, now I’m being charged for both the orders - first one that was never delivered and the second one which i am currently using. What’s the best way to change the invoice amount? 

Hi O2 Community,I extended my existing Contract with a New GP10Pro added. I received the Phone last Saturday, but after using it for 24 Hours, i noticed a persistent Camera Defect while zooming and taking Pictures and/or Videos. It shows black and white Lines that's persistent whenever i Zoom in or out for both the Front and Back Cameras. I reformatted it to factory setting, but it didn't helped. So at the end i decided to Send it back with the intent yo receive a replacement Device. I just received the Email form the Retour but it doesn't say if i will receive a replacement. Can someone from O2 help and confirm if i will receive something? or they will just cancel my order plus the Contract extension that i made? i also already activated a new Esim for this Unit? will it get cancelled too? and will i receive a Refund for everything? Thanks in advance.edit o2_Solveig 28.09.2025, 09:20 Uhr verschoben von o2 Mobilfunk → English Community mobile 

Hi , I just brought new Sim card and after completion all instructions for online video verification, I connected with german speaking person unfortunately for both of us it was difficult to understand.  I want support in English language call, IIs there any way, could you please support me to activate my Sim card as soon as possible. Thanks 

Hello I have recently gotten the sim locked message on my iPhone and I have lost the original papers. Therefore I need a PUK code, but I am not in the country, I am travelling in Austria. I can’t call the service number because of the sim lock. How can I get the PUK code? I can’t use myo2 because that requires a confirmation code via sms. By the way, my problem is identical to this one here which was solved in a private message: https://hilfe.o2online.de/english-o2-community-43/problem-with-pin-and-puk-483843

I have been an O2 customer since may and have been using a discounted tariff because i am a student. 2 days ago I went to O2’s store because i needed to buy a new phone. So i told the worker there that i was an O2 customer already using a tariff and wanted to buy a new phone and if there were any discounts that i could get. she told me that i had the opportunity to pay for two years without interest and the tariff would be the same only the internet speed would be a little slower. so i naturally thought that my tariff that i am on at the moment would be tranferred to the contract that i signed with buying the phone. we ordered it online in store because it was out of stock and when i received it today i put my sim card in the new phone and saw that the tariff on my older phone was still running and therefore realised that i was paying for an unnecessary tariff. i thought i made myself pretty clear when i said i was a customer using a tariff from o2 and wanted to buy a new phone but ins

I submitted a cancellation request for my O2 contract on August 29, 2025, as I am permanently leaving Germany. On September 1, 2025, I received an email from you requesting additional documents, which I promptly submitted. However, I have not yet received any confirmation regarding the processing of my cancellation or the contract end date. I kindly ask you to check the current status of my cancellation and provide me with a written confirmation. Thank you very much for your assistance.

Hi O2 customer support,     I want to close this community only account, because I want to use my email address to link my SIM card.Jimmy

How would i know how much GB i already used? IEdit:o2_Lea/06.10.2025/moved from the following article: eSIM-Voraktivierung für iPhones bei O₂ | O₂ Community

Hi there,A few months ago I switched contract. From contract X that contained “Multicard” option for free, to a new contract Y that you pay for any extra SIM card you have/order.I cancelled/deactivated the unused SIM/eSIM cards from my profile,Now I’m left with:- the main SIM (which is free),- and one extra SIM that I need and still use (which is 4,99)However, for some reason I am paying for 2 additional SIM cards:Multicard SIM-Karte 2 Multicard SIM-Karte 3Not quite sure from where that comes from, maybe someone can clarify it to me. Or perhaps it is just transition phase from old to new contract, not sureThanks 

Hello, I had cancelled my o2 plan on august 28th right when I was about to leave germany back to canada and for some reason I am still getting charged? Is there anything you guys can do to help me get a refund on specifically these bills as I had cancelled way before hand?25.08.2025 –24.09.2025 6XXXXXXXXX25.07.2025 –24.08.2025 6XXXXXXXXXThanks, and any help is greatly appreciated. JPEdit o2_Matze 30.09.25 22:50  Personal data deleted for protection purpose

HiI got a prepaid package that was advertised to give me 37,5 GB but I only see 25GB in my dashboard 0176 xxxxxxxxEdit o2_Ines: Rufnummer editiert und aus News zu Englisch verschoben.

I'm tired of being scammed. Can anyone explain to me how I can stop O2 from charging me for a contract that was properly canceled in June? For the past two months, they've been changing the cancellation date in the app, always charging me for the following month. Unfortunately, I don't have written proof. The only proof I would have was what was written in the app, and I trusted it. However, they change it to the following month and then charge me again. This is abusive. I'm paying for what I canceled a long time ago.

I ordered a sim card and ported my current number from the old provider two weeks ago. The sim has still not been delivered I wonder why? I got email confirmation to activate my sim but alas no sim has been delivered. Do I go to an O2 store to get a new sim or will you send another mail?I do get other mails, so my mailbox has no issues with name and delivery. Edit o2_Bianca 27.09.25 09:18Uhr: Moved from o2 SIM-Karte Aktivierung&Bestellung to English o2 Community Mobile

Hello, I’ve been charged €27.13 for roaming even though I had data roaming off on my eSIM and used a different SIM. Please help me get a refundEdit o2_Bianca 27.09.25 09:01Uhr: Moved from o2 Mobilfunk Rechnung to English o2 Community Mobile

Dear O2 team,I recently upgraded to iPhone 17 pro and switched from physical SIM card to eSIM. Unfortunately, after the configuration, I noticed that the phone app shows a persistent voicemail notification, which I’m unable to remove.Reading on the forum I’ve seen that other users fixed the issue by activating Visual Voicemail.Can you please activate the Visual Voicemail and reset my mailbox?I tried everything else, but nothing worked.Many thanks!

Did online credit top at 00:18, money was debited from my expatrio, giving a notification that money has been debited to O2de, but it has not been credited to my O2 credit. Please help asap!

Hi O2 team, I'd like to take my O2 prepaid number to another provider for my new contract. Could you please release my number 0176 **** 4822 for porting immediately? Is there any any link/document/email of a person I can contact regarding this matter?I tried to call the hotline but it wasn't successful.Thanks in advance and waiting for the immediate release of my number  Shama  edit o2_Tobias: title changed

Hi O2 team,I'd like to transfer my mobile number 017666***915 from O2 to a different network provider. I do not wish to extend my current prepaid contract. If you need any documents from my side, feel free to reach out.Hope to hear from you soon