English O₂ Community: Mobile

Hello, sorry to bother you. I placed an order for a Router on the 19th September after talking to someone from Live-Chat. The person told me it would only cost 5.99€ monthly. But when I received the confirmation, I saw it actually cost 49.99€ of "connection" fee, 10€ of shipping, and 5.99€ monthly. I have therefore tried to cancel this order multiple times, but it is difficult to get a clear answer. The Router was returned on the 24th to O2. But on the 25th, a second router was sent to me. I intend to refuse this second Router. Can you please help me make sure this does not happen again? I tried to call the hotline multiple times but I couldn't find an option to talk to someone. ----------- Google translation ---------------- Hallo, tut mir leid dich zu stören. Ich habe am 19. September eine Bestellung für einen Router aufgegeben, nachdem ich mit jemandem von Live-Chat gesprochen habe. Die Person

Sorry for using English to communicate, because I do not speak in German. Yesterday I made a order online, using my information.In fact, there is a girl living next to my room, she wants to share the Internet with me.But unfortunately, she is only 17 years old, so she can not sigh a contract.As a result,I used my information and bank account to make a order.However,today I went to the O2 shop and knew that the router and modem could only be installed in my room(in fact,we wish they can be put in the girl's room). Now I want to cancel my order made yesterday.I heard that I have a 14-day right to cancel it without any reason.But simply I don't know how to do it because I can't understand German in the attachment,which I think can give me some useful information about my question. Can anyone help me with it?

Hello O2, I would like to port my 02 number to other provider but they say that the details are not matching. Could you help me? Best regards, Victor

I bought a contract from O2 two years ago when i came to Germany and also a Note 8. Now my contract is ending and i want to add another phone to my contract. How do i do that? More details: I bought a 10GB O2 M contract with a Note 8 vertrag as well from O2. Now both those contracts ended, but i would like to stay with O2 and i want a new phone, but want to add it to my contract to get the phone discount, otherwise i will cancel my contract, because its too expensive and im a student. Edit by o2_Tatjana: moved thread to an other category

Dear O2 support, @o2_Jan 2 month ago, I made extra contract in o2 store by fraud. But thankfully that contracts were cancelled by o2 support from here. However, the extra amount I paid last month is not properly refunded yet. What I heard is : As few days had passed since I had extra contracts (also took few days to cancel them), the next month there may be extra amount charged by those extra contracts. But I will get full refund for those extra costs later. So last month (which has bill for that extra contracts), I had to pay 111.08 euro, which is my regular contract + 2*(few days of using the extra contract +full price of entertainment pack). Means I paid about 70 euro extra from those contracts. I was expecting to have discount of total ~70 euro for next few months (i.e. discounted full payment until I get ~70 euros back). But this month, my Rechnung doesn't contain any single discount

Hey there, :) ever since I transferred my number to a different provider in June 2019, I cannot login anymore to "Mein O2" using my O2 phone number (that has been transferred) or my registered email. Consequently, I cannot access my "Rechnung" and my "Allgemeine Informationen zu Ihrer Abschlussrechnung". 😞 Could somebody help me here please? I need to access and have backup to all my previous receipts. Thanks Edit by o2_Katja: Verschoben in unsere Englisch-Community

Hello, my main account name should be thomas.giannini1993, if not just send me a private message on this one. Unfortunately I have lost my contract, therefore I don't have anymore my four digits pin. Every time I try to login on my main account, it will tell me to write it to confirm my main phone number, and it won't let me do anything else until I provide it. The page will still mark me as logged in, however I can't see my personal data, nor ask a question in the "hilfe" section, and if I click on any section of mein O2 I will be redirected to https://hilfe.o2online.de. All I can do is clicking on Login verwalten, but I can't complete the procedure. Let me know if there is anything else that I should provide. Best regards, Thomas Giannini

Hi Team, i am a prepaid customer my number is 176xxxx5617. i would like to my customer number Thanks Edit by o2_Tatjana: moved thread to an other category

Hi! I am an international Masters student in Germany and I purchased a prepaid sim card from O2 last 16 September 2019 . I am able to use the sim to make calls and texts but I can't use it for mobile data. I have already approached the store to ask for assistance and they can't seem to solve the issue. They asked me to call the hotline but apparently, after three attempts, no-one speaks or understands (there is no English option for the instructions as well) English so I can't communicate my concern since I am only starting to learn Deutsch. I have paid 30 Euros for (14.99 Euros per month) for 3 GB of data and I ran out of options on how to solve this issue. Would highly appreciate your help. Thank you very much! You may contact me at: personal data removed / o2_Dennis

Hello, I am in Germany I have prepaid o2 connection. I am going Switzerland, so which recharge I need to done for data(Internet) balance also for talk time. Also provide option for only data balance(Internet). Thanks,

Hi, I recently decided that I would sooner rather than later be leaving germany (in 1 month time) and would like to know what are the relevant documents needed to cancel my contract. And what is this 3 month fee, is it possible to give an estimate of how much it would cost? TIA, rrmz Edit by o2_Katja: Verschoben von Mobilfunk in unsere Englisch Community

Hi, I reactivated my O2 phone after a year then I realized that I had lost both my pin and puk code + meinO2 password. Being located in France doesnt help either. 🙂 It seems the hotline is fully automated now and trying to solve my problem by directing me to mein O2 (if pin is lost) or sending sms (if web password is lost). Obviously, I cannot do any of those. So, who should I contact so that I can access to my account or PUK? Best, Onur

Hello I want to ask for help for this problem freenet Jamba,and sorry for writing in English, Ich bin Anfänger bei deutsche lernen. So my father accidentally pressed on an AD on facebook about some application which he cannot remember which one it was and what it's name is because when he pressed that AD on the phone he received a message from that freenet Jamba thing that he would be paying €4,99 weekly for that from his o2 Telephonerechnung by (Bezahlen per handyrechnung) and in panic he deleted the application immediately. AND THAT ALL HAPPENED ON (MONTAG 26 AUGUST) so from 26 august till today the freenet jamba withdraws €4,99 every monday. So I did a little research on the Jamba website and I read everything you wrote here and the FIRST thing I did yesterday was I sent a message (STOP ALLES) on 33333 and I received a message that said ''Abo gekündigt''... and I opened the o2 app and I pressed alle Dienste sperren in Genutzte Drittanbieter. IS THAT ALL I CAN

Hello, I've purchased an iPhone 11 with contract online. I got an email requesting for more money as an initial payment (240 euro), I paid the value requested, but then when I tracked my order, the status was set to "contract canceled". I tried to get more information online, but I just got that "technical problems" with my order, and I should try again, I'm told to call the hotline and ask for my money. How do I get my refund ??

Hello, I am a SIM card online on August 19th. I already have a number from Vodafone and I want to change the same number to O2. I did everything online, got a 20 euro discount and choose my plan. I received an email (image attached) saying the card would arrive in 2-3 days. Today is August 29th and it has not arrived yet. Can you track the package or send a new one? So, my address in the email is incomplete. I live in this address in the ROOM X508, maybe it's because of that. My Vodafone plan is almost over, so I really need the SIM card soon. Thanks!

Hello O2, my activation date is tomorrow, but I still did not receive a router. And according to this I have a few questions: 1) Should I pay for your delay, because I rent the router? 2) Can my connection be possible without pouter? 3) Do you have a tracking number for the router? 4) How can I know when I receive it? And a couple of additional questions: 5) This link www.o2.de/my-o2 redirecting me to help.o2online.de is it okay? 6) Do you think it's okay to have a service like this in 2019? Please, do not ignore this message and answer on all questions.

Hi, I had bought a data+calls combi pack of €9.99. Although i had purchased the pack the money didnt get deducted from my O2 account, so i deactivated the pack, now the money has been cut and the plan is not active either. How do I activate the plan or get the money back?

My son is getting his first phone soon, on his birthday in October. I want to get a Sim and contract that is connected to my contract, and was hoping there is a good deal out there. I heard about partner contracts but am not exactly sure how they work. I don't want to give him much data, as it will be primarily for telephone contact and used in WiFi. 1gb is more then enough. I want to keep the cost was as low as possible. If it helps save money, I am also eligible to extend my contract, and will happily do that. I will probably give him an old phone I have already, but if there's a cheap Android device that makes sense I will consider it. I am not interested in mid or high end phones. Thanks for any advice!

Hi i moved out of Germany and sent all the documents to O2 for contract cancellation. It have been 8 days i sent the documents but i still haven't got any updates. How long will it take to cancel my contract? I have no problem paying all-inclusive basicfeefor 3 month but still how can i know if my contract is cancelled or not?

Hey, O2! I made my order 2 days ago. Why did not I get the second e-mail? Is that so hard to view the order and reply, you have a monopoly and you do not need to care about customers?

Hi there, I did not keep my SIM Unlock PIN and I need it to unlock my phone ASAP. Thank You, CHelsea Edit by o2_Tatjana: moved thread to an other category

Dear O2 Team, Early this week I ordered an o2 Free M (2019) SIM card for my wife (partner SIM card linked to my current O2 contract). Of course, she would like to keep her current O2 cellphone number, but I cannot find a way to specify my wife's phone number in the current order... Would you be able to help? How can I proceed so that the new SIM card comes preconfigured with the current O2 phone number of my wife? (I can of course prove order numbers, and phone numbers as needed) Thank you very much in advance! Regards,

Yesterday I tried to pay my bill using Transferwise, I already closed my bank account so I needed to use a different currency, but it didn't give me an ability to put in my customer number. I paid it, got confirmation from Transferwise that the money was sent but not from O2, is it possible for that money to be confirmed, I dont want to pay the money again.

Hi i left Germany and already sent the contract cancellation form with address cancellation and other required documents. I want to know how long will it take to cancel my contract. What's the current status? Is it still in progress?

Hello, I travelled in Switzerland which is not included in my contract, which is why I was deactivating my roaming when in Switzerland and reactivated it as soon as I was in Austria / France. How come I paid for that month 89 € instead of the usual 45€? Could O2 actually provide me with a proof of where I was using my data ? I'm totally sure that I never used in in Switzerland. Only at the border like Feldkrich in Austria. Thanks. Julien