English O₂ Community: Mobile

I have canceled my prepaid plan and sim card due to moving abroad permanently on August 20, 2026. I had some prepaid credit at the time of cancellation. I had also sent the payout form before moving out by mail. However I have not received the credit back yet. When can I expect to get it back?

Hello o2 Team,An error occurred on my o2 account. My friend accidentally logged into my profile and requested a number transfer (Rufnummernmitnahme) for their Vodafone number xxxxxxxxx to my contract. This scheduled transfer is set for October 2, 2026.Since the mobile number belongs to my friend and the registration data (name/birthdate) between Vodafone and my o2 account do not match, this porting will fail or cause an error. Could an o2 moderator please help me cancel/stornieren this porting request immediately from my account?Thank you very much for your help!edit o2_Solveig 26.09.2026, 10:11 Uhr Rufnummer , verschoben von o2 Mobilfunk → English Community: Mobile 

Hello, I am an O2 contract customer (Kundennummer: xxxxxxxxx). On my latest bill from 02.09.2026 for the phone number xxxxxxxxxxx, I was charged 12.99 € for "O2 Unlimited Games Flatrate". I never subscribed to this service, never used it, and never authorized this charge. I have already activated the Drittanbietersperre (third-party provider bar) in my account settings to prevent this from happening again. Could a moderator please look into this, cancel this unwanted service, and issue a refund/credit of 12.99 € to my customer account?Thank you in advance for your help.edit o2_Solveig 26.09.2026, 22:14 Uhr pers. Daten und verschoben von o2 Mobilfunk → English Community : Mobile  

For the last few months, I have seen 3 different charges from telefonica on my bank statement. Two of the charges correspond to my plans. One for os service and one for mobile phone. I have no other plans or services with O2. My O2 account only shows the two charges I'm aware of. What could this seperate charge be coming from? I have my bank statement but could not tell you what numbers correspond to my customer account edit o2_Solveig 24.09.2026, 17:23 Uhr verschoben von o2 Mobile: Rechnung → English Community : Mobile 

Hi, i have ordered a prepaid sim unfortunately it says that it got delivered but i found nothing my delevery adress doesnt have a box under my name i dont know what happens in this case so i decided to make an esim but they ask verification via post / sms i cant do the sms because i dont have the sim and the post takes up to 5 days and i only have 2 weeks left to use the sim so im stuck. Is there a way to locate where the sim could be ? If it was properly delivered or not ? Is there another possible way of verification for example at an o2 shop ?edit o2_Solveig 24.09.2026, 17:05 Uhr verschoben von Mein o2 → English Community : Mobile 

Hello O2 Team,My account is currently under attack. I am receiving multiple unauthorized 2FA security codes via email because an intruder has obtained my login password. I am trying to change my password immediately, but my desktop browser is completely stuck in a loading loop on a blank purple background at the destination: login.o2online.de Can a moderator please contact me privately, verify my identity, and help me reset my account password or temporarily freeze portal access? I do not speak German well enough to use the standard support line. Thank you.

Hello, I have made the mistake to subscibe to a Home Flex contract without the router. Now all I have is a useless sim card. On the O2 website it seems impossible to order a router without re-subscibing to another Home Flex contract. How can I rent a router alone ? hopefully without having to call the O2 hotline or to go to a shop which I do not have at proximity. Thank you for your help Aurianedit o2_Solveig 21.09.2026, 22:43 Uhr verschoben von Mobilfunk zu Hause → Englich Community 

Hello,  ladies and gentlemen, In the month of October, my husband received a call from o2 proposing a contract of a SIM card with unlimited internet for the cost of 19.99€/month. My husband at that time was in Stockholm for a week, and knowing that we were already thinking to buy one, his answer was to give him time until he comes back to Germany se we can decide together. the seller asked  when can he call again, so my husband gave him the date of the 12 of October, and as promised the o2 operator called on that date. I was not so sure about it especially that I had from the shop that is near us, a partner offer for 50% of discount etc.. we were sharing this with the online seller but he managed to convince us that we will not find the offer of unlimited internet for only 19.99€. And because we trusted o2 and we didn’t have any doubts that they will definitely offer us the best, we accepted the offer, the operator made with my husband an oral recorded agreement, by reading the contrac

 Hello,I am an international customer and recently went to the O2 partner shop "SimArena" in Pankow to buy an O2 Prepaid S SIM card. The employee insisted on charging me €20. Because I was stressed and did not have Euro cash on me, they had me send the €20 digitally via PayPal. They refused to provide a physical paper receipt.Now that I log into my O2 portal, I see my plan is active (€9.99) but my remaining balance is only €0.01. The shop kept the extra €10 for themselves as an unauthorized activation/service fee.I have the digital PayPal transaction confirmation showing the exact timestamp and shop details. Could an O2 moderator please investigate this partner shop, report their behavior, and credit the €10 back to my prepaid balance? Thank you!

Hello I have two mobile contract with O2 but would like to switch their number to each other. Both contracts are under my name. Is this possible?Thank you

Hello dear 02 community Past two weeks my WiFi gets disconnected automatically. Every time it happens I log into this 02 app and click the Problemlösung and then follow the steps. It gets connected back. This repeats every other day. What could be the reason and solution? I haven't tried restarting the router because i had last year very bad experience from restarting it as the internet wouldn't get connected automatically and I had to call customer care. When the WiFi gets disconnected I checked the other devices just to make sure it was not the problem of my phone. The other devices also didn't have. So it is not the problem of my mobile or any other devices Could somebody help me? Thank you.  edit o2_Manga: verschoben von Mobilfunk zuhause nach Englisch: Mobile

Hello my Name is Gigi Basquinas,i am regular user of 02 simcard and internet,just recently i registered for unlimited Internet S special,in which i should pay for 24,99 euro per Month ,i did my registration last august but i still payed 70 this Month,want to ask why ?My number is xxxxxEdit o2_Gerrit 17.09.2026 removed phone number and moved to English O₂ Community: Mobile

Hello,I need help from a moderator. Today I topped up my prepaid card for the O₂ Prepaid Max option (999 GB for 74,99 €).I received the official confirmation SMS that the pack is active, and my balance is now 0 €, but my mobile internet is not working at all. The Mein O₂ app also tells me to top up again and does not show the active pack.Could a moderator please look into my account and manually refresh or activate the option? Please send me a private message so I can safely provide my phone number. Thank you!

Hi,so I am trying to register my new SIM card for a "Mein o2" account.Every time I request a security code via SMS during registration, I receive the text message, but where the code should be, there is only a dot or empty space.I have tried requesting the code multiple times and tested the SIM card in different phones, but the result is always the same—no digits are included in the text.Is that some o2 issue or is there something wrong with my SIM/phones?

My data was blocked (no roaming data) after my tariff reset despite me having positive credit and switching to a paid plan after I had the prepaid plan. I've now paid €12 to top off my credit plus €10 for my plan and I have no data and I need line reset, plus a credit refund. If a moderator can get in touch with me or check my account please.

Hi O2 Team,My current 2-year contract has ended for couple months, and I am currently paying €46.47/month for two SIM cards with 60GB data each.Since my contract is now open for renewal, I would like to check if you can offer me a better price/discount to stay with O2. I would like to extend both contracts with around 50–60GB (or similar) per SIM, provided there is a good Kombivorteil / loyalty discount available.Could you please send me an offer for both numbers via email or private message?(Note: I don't speak German, so I would really appreciate it if we could communicate in English).Thank you in advance! edit o2_Manga: verschoben von o2 Mobilfunk: Vertrag & Tarife zu Englisch: Mobile 

Hello O2 Community / Moderation Team, I am writing here because I have been the victim of misleading sales practices by an O2 agent at Rotkreuzpl., München-Neuhausen-Nymphenburg, Munich, and I need an O2 moderator to look into my account and cancel a fraudulent secondary contract.I purchased iPhone from O2 shop but now O2 deduct Sim charges also which I never received or requested. The 14-day revocation period has unfortunately passed because I only noticed what happened after reviewing my billing details. An extra contract was added to my account without my explicit, informed consent.To clarify the situation:I was promised that my plan changes would not result in extra hidden costs or separate paid lines. I never received a physical SIM card for this second line. I never requested, received, or activated a digital eSIM profile or QR code for this line.This is a completely "ghost" contract that I cannot even use, yet I am being billed for it. Because I never received a proper contract

Hello O2 Team,I am writing because my monthly bills have been significantly higher than the agreed amount in my contract for several months now, one time exceeding to almost 50 Euros.What concerns me the most is that the bills/charges appear under two different names instead of the same one. Could a moderator please check my account and help me understand what these extra charges are for and why they appear under two different names?I do not speak German, which is why I am reaching out here in the English community.Thank you!

Hello i recently bought this phone and i need to carrier unlock it with an 8 digit code and the imei isxxxEdit o2_Kathi 29.08.26 IMEI removed to protect data

Hi. I renewed my contract on June 28th 2026 with a new Google pixel pro XL and as part of the deal i was supposed to get a Google streamer within a month. We are  now in September and I have never received the google Streamer. Can anyone help?

I have a SIM card with O2 which gives me unlimited data in Germany and a set amount of Gigabytes in the rest of Europe. For the last two weeks I have been in Thailand. I have not used my data from my SIM card with O2 in the time I have been in Thailand, but I am being charged ridiculously high amounts of money by O2. I acquired an eSIM for my travels from an app called Saily and turned off my O2 SIM. Can you help me figure out why O2 is charging me significantly more than usual even though I have not used the data outside the EU or nearly as much as I would if I was in the EU the entire month? I have checked and my O2 Sim is not activated in my mobile service settings. I have also not received any calls or given any calls whilst here on mobile, only Whatsapp. Mein O2 app says I have not spent any data abroad. 

Hello O2 Team,I have an old O2-contracted flip phone, an LG G5400, that I would like to SIM unlock.Could you please assist me in retrieving the unlock code (Entsperrcode) for this device?Device Model: LG G5400IMEI: XXXXXXThank you very much for your help!Best regards,HinakoEdit o2_Antje: Personal Data removed / 04.09.2026

Edit: no problem now

Good day,I would like to object to the charge of €22.45 for "value-added services" on my invoice dated August 25, 2026 (invoice number xxxxxxxx18/08).My previous monthly bill was €21.49. The current bill includes an additional charge of €22.45 for premium services. I did not knowingly request this charge and therefore do not accept it.Please inform me which specific value-added service or service caused this €22.45 charge, when this service was commissioned and on what basis it is being charged.If I did not explicitly request this service, I ask for a cancellation or refund of the €22.45 and a corresponding correction to the invoice. I have attached the relevant invoice to this message as a PDF.Please also confirm in writing that no other paid premium services are activated on my contract.Thank you for your support.Sincerely,Alan Edit o2_Kathi 27.08.26 Personal information removed + Moved from the section o2 Mobilfunk to English o2 Community

Hello,I have an O2 Mobile Unlimited L contract (ordered on 13.08.2026). The SIM card was never delivered - the parcel was lost during shipping.I cannot register/login to Mein O2 because the verification code is sent by SMS to the contract phone number xxxxxx, and I do not receive that SIM/SMS. I also cannot verify my e-mail address because the verification requires the login.Could an O2 moderator please help me:1. Verify my e-mail address (xxxxx), and/or2. Send a replacement SIM or eSIM so I can activate the line and receive the SMS code, or3. Give me another way to access Mein O2.Thank you very much for your help!Edit o2_Gerrit 02.09.2026 removed private data