English O₂ Community: Mobile

Hello O2 team,  I have an issue that has been disturbing me for the past week now. I made an online contract purchase for an 16promax 256G with an O2 Sim card, without creating an O2 account, I confirmed the purchase and my account was debited of 189€. I got a mail from O2 asking me to confirm my email address so that I could get informations about my shipment, but it seems difficult to do that since I did not creat an account, but used my current email as a means of purchase . Also I recently received a shipment from O2 with double SIM cards which I did not oder with a contract, and an invoice billed 0.00€. I activated one of the cards which is currently in use. I tried using the number to create an account as a handy user, but it kept requesting for a PKK pin which I don't have and everytime I put in the contract, it declines the registration. My problem is how can I create a user account and how do I confirm and verify my account so that my phone gets here or if not, how do I get my

Hi everyone,I really don’t understand what’s going on with O2. My contract is supposed to give me 5G with up to 300 Mbps, but in reality my speed tests in Munich city center and in the U-Bahn are often just single-digit Mbps – sometimes even worse than 3G. The most frustrating part: when I do speed tests at the same time and place as my friends who also use O2, my results are always much slower. Why? Is there any kind of hidden contract-based prioritization? I already tried:Resetting APN and reconfiguring settingsRunning device and network checks in the O2 app (no issues found)(I'm using Samsung S24 Ultra)Still, the O2 app itself is often unresponsive, and the connection frequently drops to “no internet” at all. Why am I paying so much every month for 5G if I can’t even rely on basic connectivity? Can someone please explain or suggest a real solution? I hope O2 staff can officially at least reply me here because I couldn't even find their customer service Email address. Thanks.

Hello O2 team,I recently requested the replacement of my SIM card to eSIM, by mistake. Probably due to a misunderstanding with the customer service.Today I received a letter with the QR code for the activation and an email where I was asked to complete the operation, which I don’t want.Could you please cancel the request?Many thanks for the support!

Hello,I recently ordered a airpods from O₂ and I would like to know if it is possible to redirect the shipment to a DHL Packstation once I receive the tracking number. Could anyone tell me if O₂ device deliveries require personal handover with ID check, or if redirection to a Packstation is possible? Mostly i will not be at home.Thank you in advance.

Help me. I would like to pick up my order on a packet shop instead of having it delivered in my doorstep since i live in an apartment. I ordered and it has not been shipped yet. Can you help meEdit o2_Kathi 30.09.25 Title adapted for a better overview

Dear, I had a mobile contract with WinSim which ended yesterday. Parallelly, I have ordered a new mobile with a tariff from O2.I would like to keep my original phone number and transfer it to my new O2 contract. Since my old WinSim contract has already ended, could you please guide me on the steps to take in order to retain my number with O2? Thank you for your support. Kind regards,RushikEdit o2_Bianca 25.09.25 08:39Uhr: Moved from Austausch rund um die Community to English o2 Community mobile 

I am really frustrated by the 02 services. I posted a letter you send me another letter to load my account details online, yet, I am unable to access the portal now for WEEKS. This is extremely frustrated. Edit o2_Bianca: Verschoben von Meine Rechnung zu einem eigenen Beitrag unter English o2 Community mobile

I am unbale to my o2 app and activate new contract can you please check and help me on high prority. I have went to multiple o2 shops, they confirmed they are not activating any packages

i need unlocked iphone 15 pro max in installment. the available mobiles have contracts with them. what does this contract mean? does it mean that only O2 sim will work on these mobiles and we cannot use any other sim? Edit o2_Bianca 11.01.24: Moved from Mobilfunk Vertag& Tarife to English o2 Community mobile

I am also facing the same problem, I ordered an Unlimited on Demand pack on flash sale at €19.99 on 12th September, but I still haven't received any confirmation mail or anything. Also, visit their store, get a very rude response with no resolution! edit o2_Gerrit 18.09.2025 own thread and moved to English O₂ Community: Mobile

I ordered a prepaid sim on 3rd September, but yet to receive the sim card via mail. I was informed that it has been shipped on 5th. What is the reason for this delay??? I have already been deducted this month’s charges but still hasn’t got the sim card. Absolutely disappointed.Edit o2_Antje: Moved from Sim-Karte to English Community / 16.09.2025

Hello! I am not receiving SMS-s although  I activated my new SIM-card for my newly bought Iphone. Could you check what the problem could be? Thank you,Kristof

Hi,  I’ve possibly had the worst experience with O2, its customer service as well as the service I’ve received in store. I lost EUR20 of airtime because of this. I then changed my network from O2 to telekom on Monday and did the port to keep my prepaid number. I’ve requested the PAC number and went to Telekom to do their part. Since I did this on Monday, 6th of November, I just want to know how long the process is going to take? And how do I get an update that it is actually happening because my past experience is leading me to believe that I cannot trust O2 and what they are telling me is happening. At the moment I don’t have data or money on my card and I am just waiting and I am sure you can imagine how frustrating this can be. I just would like an update on my port and how much longer it will take? I just want to get rid of O2 and its network because it is causing me headaches since I signed up with them. The staff in the stores also seem to have no patience for english speaking cu

I need to speak with an English speaking representative 

hiunfortunately I can’t access my o2 app and not even in website. I need to see details of my invoices.Edit o2_Kathi 15.09.25 Moved from the section o2 Mobilfunk to English o2 Community: Mobile + Title adapted for a better overview

Hey team , my friend got a apple 16 pro max on installement with contract of o2 and he stopped paying installement  what will be the consiquences schufa , debt collection agency can o2 blacklist his imei ? edit o2_Solveig 15.09.2025, moved from o2 My Handy → English o2 Community : Mobile 

Hi everyone i play Fortnite on o2 5g unlimited sim packages 300mbits the issue is ever time my phone get notifications or something the ping in game get spiked from 30 to 300 then back to 20 or 30 , the support team asked me to shift to public ip for stable ping ia it worth it?Regards Edit o2_Kathi 09.09.25 Verschoben aus dem Bereich o2 Mobilfunk to English o2 Community: Mobile

Hello O2 Team,I’ve been using the Mein O2 Android app to manage my prepaid plan happily for over 2 years. This week, I was unexpectedly logged out. Not being confident in my password after not logging in for so long, I must have typed it wrong a few times, so I then reset it using my phone number and received confirmation via SMS that the password was successfully changed.However, when I try to log in using my phone number and new password, I get the error:“Login failed. Account may be blocked due to multiple unsuccessful logins.”I believe my account might be now blocked. Could you please help me unblock it or send a temporary password via SMS? I tried calling O2’s normal English hotline, but they informed me that Prepaid support is only offered in German.I’m happy to share my phone number and associated email privately to help in verification.Thank you in advance!Edit o2_Kathi 11.09.25 Moved from the section o2 Prepaid to English o2 Community: Mobile

Hello,Since a few days ago, internet download speed is again gone down to 1.0 - 1.5Mbps, while upload speeds are 8Mbps. The last time this happened, I provided traceroutes which showed a lot of latency on O2 network.I pay for one of your most expensive subscriptions (unlimited Max Flex),  so I can at least expect between 15-20 download mbps, no?  I am not expecting your advertised throughput's, but 1- 1.5Mbps, is ridiculous.I have not changed anything on my modem, settings, or whatever. Since the last time I complained, throughput got better to 13-15Mbps, Now again it has gone down. I suppose something else changed in the last few days on the O2 cell tower? Area code 65934.I am not sure what o2 was done the last time, but do it again so I can get a throughput worth the money I pay. Thanks.Harl

Hi,I expressed interest in a new mobile phone in branch on 14.07.2025. after discussion I signed up for a mobile phone and a SIM card. However shortly afterwards I changed my mind and was not interested anymore. Within a week after receiving the mobile phone and the SIM card I sent both back (telephone and SIM card) to the customer service address in Nuremberg along with a letter in which I clearly  said I was no longer interested in neither and that I wanted to be cancelled. I received a confirmation email saying my request had been taken into account. After noticing a direct debit in mid August I called customer service on 18/08 at 16.05. The agent confirmed that they received the phone, the letter and the SIM card back within 10 days of signing up. He also confirmed the cancellation of the SIM card (phone number ending with 8159), saying I would receive an email and a confirmation letter within a week. I still haven't received neither of those. I called again on 03/09 and was told I

Hi, I have a device with a physical SIM card. Can I activate an eSIM in a new device and use both devices at the same time with the same number? Combine 1 physical SIM card and 1 eSIM card. Thanks

I currently have a 10euro loop plan with O2.  Is there a way I can call the USA with this plan?  I must contact a US Government agency, and they only provide a US number.  It is very important. edit o2_Solveig 05.03.2023, 08:53 moved from o2 Mobilfunk → English o2 Community : Mobile 

I am writing to request clarification and assistance regarding an unexpected charge on my account.I have never used mobile data, yet credits were automatically purchased, and I was unilaterally charged for them. I would like to confirm that I did not authorize or purchase these credits myself. Could you please let me know if I am still required to pay for this charge?Since I am currently in Korea, the only way I can purchase credits is through my German bank account (N26). However, this option is currently blocked, and I am unable to make the payment of €18.98. I kindly ask for your support in resolving this issue and providing me with an alternative solution to complete the payment.Edit o2_Bianca 10.09.25 08:51Uhr: Moved from Mobilfunk Rechnung to English o2 Community mobile

Hi! Can anyone delete my community account?Unfortunately I used the same email for both cases so everytime when I log in to check my invoice, its only community side and I cannot acces my contract in mine o2 in any way.  

Hello, Is it possible to permanently deactivate my O2 sim card? I already cancelled my contract and ported the number to another provider. Do let me know. Thanks,FardinEdit o2_Kathi 15.09.25 Moved from the section o2 Mobilfunk to English o2 Community: Mobile