English O₂ Community: Mobile

I hope this message reaches you promptly. I am writing to urgently address a critical issue regarding my account that remains unresolved despite previous interactions with your team. During recent calls to customer support, I received two additional SIM cards  without clear disclosure of contractual terms after 14 days. Despite assurances from representatives, the issue persists, leading to unintended charges and unnecessary complexity. I request immediate cancellation of the redundant SIM cards and reversal of associated charges. Please confirm receipt of this request and provide a timeline for resolution. o2_Giulia, 14.06.2024, 17:34: verschoben von O₂ Mobilfunk: Vertrag & Tarife zu English O₂ Community: Mobile

Hello, I had a pre-paid account with you, I have now moved countries, have cancelled my package and have my Abmeldung. So please delete my account in its totality. Including any data associated with it. Thank you Daniella 

When do we get the one time deposit back ? Edit o2_Antje: Moved from Mobilfunk to English Community / 27.06.2024 

How do i go about cancelling the insurance on my phone?Rgds,ES

Hello, I ended my O2 moble L boost Flex contract, and the last billing period was for the month of May 2024. I recently received an e-mail regarding the final deduction. Unfortunately, I have closed my german bank account, so no money can be deducted. I am also not able to log into the My O2 app. Could you please let me know how I can pay the remaining amount? i.e., how can I change the IBAN for this final deduction? Thank you & best regards Edit o2_Sven 21.06.2024/15:46: Moved thread from o2 Mobilfunk: Rechnung to English o2 Community: Mobile

Hello, I bought a full price Google pixel phone when in Germany as mine was stolen. I bought a pre paid SIM card to use for 2 days before I got back to the US.now I cannot place a new sim in this phone and my carrier (AT&T) says the phone is locked by o2. Can you please help? I have not been able to contact any hotline that is English speaking. 

Hello there. I have a signed (10 days ago) a 24 months contract in the shop. However, I was meant to have a prepaid o2 but somehow in the process there was some confusion. Is there any chance I can cancel my 24 month contract and switch to a prepaid contract with the same number? edit o2_Gerrit 24.06.2024 12:31 moved to English O₂ Community: Mobileedit: o2_Lea/26.06.2024 16:9 Title changed so that it fits the topic

Hello Respected o2 Team,I have placed two orders on o2 for two devices.I changed the contact address at the time of the final check before payment, which will act as the delivery address, but I guess it has not changed due to a breakdown. So I just wanted to know exactly where both packages are addressed so that I can take another step to get my package! Ich habe zwei Bestellungen auf o2 für zwei Geräte aufgegeben.Ich habe die Kontaktadresse zum Zeitpunkt des endgültigen Schecks vor der Zahlung geändert, die als Lieferadresse fungieren wird, aber ich schätze, aufgrund einer Panne hat sie sich nicht geändert. Also wollte ich nur genau wissen, wo beide Pakete adressiert sind, damit ich einen weiteren Schritt machen kann, um mein Paket zu bekommen! Edit o2_Sven 25.06.2024/15:13: Moved thread from o2 myHandy to English o2 Community: Mobile

Good afternoon! I was referred here by an O2 rep on Whatsapp. I had an issue with my prepaid account over the weekend, when I called the English language hotline to address it, they said that they couldn’t deal with prepaid account issues. The problem I’ve had is as follows:I have a prepaid account. On the weekend, I tried to top up my account balance via the O2 mobile app with 15euro to renew my prepaid plan. The total paid would be 15.49euro (due to the service charge). I continued through to paypal to pay this, agreed to 15.49euro, but it took 30.98euro from my bank account. When I looked on the app, I also discovered that not only did it charge me twice the money, but it also renewed my prepaid plan twice (both for the same month!). I’d really appreciate your help in resolving this.

We have been paying for the o2 Home S 50 tariff since March, and since the beginning our internet has been extremely slow or the connection fails every few minutes. In the early morning it sometimes pretty good, but by mid-morning through the afternoon it is around 2-3Mbit/s, and afternoon until late in the evening less than 300Kbit/s if it functions at all. There are always disconnections throughout. On the router OS it the connection strength is ok to poor (RSRP -100 to -120 dBm; RSRQ -15dBm) always. All of this despite the fact that when I checked my address before ordering the service it claimed the LTE and 5G reception was ‘good’ to ‘very good’. When I put my address in the ‘live check’ website - https://www.o2online.de/netz/netzstoerung/ - it claims 4 out of 5 for the LTE Netzabdeckung and 3 out of 5 for the 5G Netzabdeckung.The speed is generally better if i put the SIM in my iphone7 (up to 20Mbit/s during the day and 3-4 in the evening), but it still will frequen

Hello,I have two mobile SIM card contracts (numbers: +XXXXXX and +XXXXXX), each with a plan costing around 19.99 or 20 euros. However, for the last three months, I have been receiving bills of over 40, 72, and 39 euros for each SIM card, respectively. Could you please clarify why the billed amounts are higher than expected? Thank you. Edit o2_Sven 08.04.2024/10:57: Removed personal information and moved the thread from o2 Mobilfunk: Vertrag & Tarife to English o2 Community: Mobile

Hi, I made a bank transfer to top-up my credit on prepaid. However, it is not updating the credit. 

Hi, Can someone explain why I get new items in my bill without any notification? My payment increased from 23,73 to 45,57.I already chnaged billing to Itemsed but it will be great if someone can check and explain the reason of this increase.Best RegardsCelikEdit o2_Antje: Moved from Rechnung to English Community / 17.08.2023 

Hello, I purchased a SIM card a day ago with O2 and a two-year subscription to an unlimited internet plan with a speed of 15M/s, but I saw that it is not good for me. Is it possible to change to a speed of 500M/s with the same offer that was presented to me in the beginning, as the offer was the subscription? At a speed of 15M/s at a price of 20 euros, or a subscription at a speed of 500M/s at a price of 50 euros

My contract ends on 22.6. Not sure what happens then.I haven't decided yet on a new contract. Can I top my account temporarily without having a new contract?Edit o2_Kathi 25.07.24 Title more meaningful 

Hello,I’ve recently purchased a mobile device with o2 to pay for monthly instalments for 24 months, but I just noticed I only have one invoice for the full price of the device. Is it possible to get a proper invoice for each month that I pay an instalment (instead of just a breakdown/overview)?  Edit o2_Ines/16.06./ verschoben aus myHandy und Finanzierung in English: Mobile

I have accidentally subscribe to a wrong package.It’s a daily pack and I want monthly pack.How can I cancel it? Edit o2_Cora 03.06.24: Post moved from → Packs, Optionen & Ausland

I ordered a Xiaomi 14 pro not a month ago. My phone fell and the screen of the camera cracked amd broken. I just want to know if I can bring this to the shop and have it fixed, and do I need to pay for anything?edit o2_Gerrit 16.06.2024 16:54 moved to English O₂ Community: Mobile

Hallo. Ich kann meine Rechnung in meinem persönlichen O2 nicht finden. Edit by o2_Anna: Titel angepasst. 

Hi, today I extended my plan in a store, and I would like to know if its possible to get a mobile on my contract. Do I have time to change this situation? Edit o2_Kathi 14.06.24 Moved from o2 Mobilfunk: Vertrag & Tarife to English o2 Community: Mobile

Hi there,I want to cancel the auto debit for my next data pack recharge for a month as I’m travelling outside of Germany. Meanwhile I will prefer to use the 9 cents plan for the calling. Can you please help me with this request?Edit o2_Kathi 14.06.24 Moved from o2 Mobilfunk Vertrag & Tarife to Englisch o2 Community: Mobile

I traveled out of germany two days ago and i just received an extra bill for 198 euros. I don't understand. How can i contact customer support on email. My phone was only on roaming for a minute or two. And says i used less than 10mb. Help please edit o2_Gerrit 13.06.16.14 moved to English O₂ Community: Mobile

Hello! I couldn't get help from hotline or chats. So, I am asking here. I had an overdue bill which I paid via bank transfer. But, I forgot to put my customer number in the reference. What can I do about it now? Please help. Thank you in advance!  Edit o2_Sven 13.06.2024/16:22: Moved from o2 Mobilfunk: Rechnung to English o2 Community: Mobile

Hello, I have ordered a postpaid sim on 15.11.2021 and I got an email saying that the sim card was hand overed to Deutsch post on 18.11.2021 but till today I haven't received my sim. WSFCXXXXX99 is my order number and it will be really helpful if you can help me finding the tracking id of Deutsch post!Edit by o2_Andrea: verschoben von o2 SIM-Karte: Bestellung & Aktivierung zu English o2 Community: Mobileedit o2_Tobias: order-number hidden out of data-security-reasons

hello, please help me to close 5G PLUS service of  XXXXXXXXEdit o2_Cora 10.06.24: Number removed and title adjusted