English O₂ Community: Mobile

Title: Prepaid Loop Card has 5€ balance but "No Service" in China. Need network refresh.Body: Hello, I activated my O2 Prepaid Loop card online from China. I successfully topped up 5 Euros, and my account shows it is active. On April 29th, I briefly received the "Welcome to China" SMS in Guangzhou, but since then, the phone completely lost signal and shows "No Service".The Aura bot keeps refusing to transfer me to a live agent. Could a human moderator please help me refresh my network/roaming status in the backend? Thank you!Edit o2_Gerrit 02.06.2026 English O₂ Community: Mobile

Hello. I ordered a new mobile phone and airpods on sunday. I got confirmation mail and my tracking number but when i try to track them the page says no order could be found. Can you help me please?

Hello, I am seeking help with a billing dispute. I was charged approximately €656 for roaming in India. On Feb 18th, I received an O2 SMS stating that my costs were capped at €59.50 "to protect against further costs." This led me to believe my total bill was safe, but I was still charged for voice calls.I have already sent a formal letter via Registered Mail (Einschreiben) and submitted the contact form on April 24th. I have not received a ticket number or a response yet. Can a moderator please help me check the status of my case? I am happy to provide my details via private message.Edit o2_Gerrit 06.05.2026 moved to  English O₂ Community: Mobile

So I would like to change the NAT type on one of my sim cards. As I sometimes use it as a hotspot to play some video games. I would like to change NAT type from 2 to 3. Maybe someone could help me out. edit o2_Solveig: verschoben von Mobilfunk → English

السيد/السيدة المحترم/ة،أتواصل معكم بخصوصظهور رسوم تأخير في حسابي المصرفي الإلكتروني، على الرغم منسدادي لمبلغ الفاتورة المستحقة.وقد طلبتم مني تحويل المبلغ، وهو ماقمت به. تم خصم المبلغبنجاح من حسابي المصرفي بتاريخ [28 مايو 2026].مرفق بهذه الرسالة إثباتالدفع (كشف حساب مصرفي/إيصال تحويل).بما أن المبلغ قد تم تحويله في الوقت المحدد، أرجو منكم التكرمبمراجعة حسابي المصرفي، وتسجيل عملية الدفع،وإلغاء رسوم التأخير المفروضة بشكل خاطئ.يرجى تأكيد استلام هذه الرسالة وحلهذه المشكلة.مع خالص التقدير،أحمد العليxxxxxxxxxxxxxEdit: Persönliche Daten im Titel und im Beitrag entfernt, verschoben in den englischen Bereich, o2 Michi, 30.05.2026

Hello again Moderators.Here is my story:>Currently i have a contract “unlimited on demand flex OL”> too slow, used under 1Gb/ Month> want to cancel > want to have another contract (also at O2) > new contract is “ O2 Mobile Starter Flex - 4.99 euro/month “> called O2 hotline (for 1-2 hours) > finally cancel contract on 23. Juni> The New Contract Order is not confirmed > The order was made by a supporter during the call> Now i dont have new contract so i order it by myself. Here is the Question:-Which date should i fill in?-Can i take the Rufnummer ?-The supporter said that it is ready for Mitnahme der Rufnummer.But now i check and it says that the Number is not ready to take away.Please help me:TL,DR :Want a new contract and take away the number from the current contract. Edit o2_Kathi 22.05.26 Moved from the section o2 Mobilfunk to English o2 Community + Personal information removed

Hi,I ordered a contract on the telephone with customer services who managed to give me a deal after I had cancelled and reactivate my contract.I specifically told them to deliver to my business address and to put it on my delivery note. O2 have my full name and company name on the delivery and order details, but the details they gave to DHL does not have the Company Name on the details. So they tried to deliver yesterday but not seeing my name on the door (obviously it is a business and so a company name will be on the door), they stated they couldn’t deliver.I spoke to O2 and they said they cannot change the address - O2 can do this directly bu contacting DHL. I spoke to O2 via phone and online chat and they said they can’t do anything. O2 suggested I cancel the contract and try again. This means another delay. It has already been delayed for more than a week!! What do I do? Why can’t O2 give the correct details to DHL using the shipment/tracking number?https://twitter.com/o2de/status

Hello o2 Team, I am currently in China. My eSIM still has a 1 Euro balance but suddenly shows no service at all. Could you please check if there is an 'Auslandssperre' (Roaming lock) for Weltzone 4 on my account and help me remove it? Thank you.

Hi, I renewed my contracts and I have 4 numbers with O2, I did it in October 2025 and I was told I was going to get ChatGPT plus subscription when I did the contracts, but I never received anything, I forgot about it and now I remember I didnt get anything, despite of having 4 numbers with me.May you please help and get me the support required?Thank you

Hello,this morning I upgraded my phone plan to one with monthly data, before this I have not used my o2 plan with data as I have another carrier for this. If I change over to the eSIM for o2 to use that one for cellular data nothing works. Browser says “Not connected to internet”, all apps show “No internet connection”. I have tried to restart my phone twice within the span of 10 hours and reset the SIM details in settings as mentioned in the troubleshooting guide - nothing seems to solve the problem.

I habe been using O2 unlimited on demand 300MBPS for a month and never ever got the speed over 15MBPS ! My location is also covered by O2 as very good 4G net and quite strong 5G net too. I don’t know what's going on. I have complained over phone several times and the problem hasn’t being solved. It can’t even load Netflix 1080p rather 4K ! If this continues I guess I have to change the carrier to Vodafone again as before I was using Vodafone’s network and was consistently getting over 100MBPS at any given time. Edit o2_Gerrit 10.05.2026 moved to English O₂ Community: Mobile

Hello O2 Customer Service, I would like to cancel my O2 datentarif service that be gan on 6 July 2024 and reaches the two year anniversary of my contract, which ends in July 2026.  I do not live in Germany and longer and I am providing the required 30 day advance notice because I do not need this datentarif service. I do not want an extension for this datentarif plan. I do not have a German telephone number for you to contact me via my cell phone number. However, I can be reached at my email address to complete the cancellation procedure. Or I can provide my new cell phone number to receive applicable OTC information. I do not speak German, so I haven’t been able to do the cancellation online.  I have the datentarif number and the PUK, but I don’t have the four digit PIN number for the contract. Please provide the contact information for speaking with an agent in the English language to cancel my contract as soon as possible. I do understand that I will need to pay the datentarif servi

Hello, I have been residing in Nuremeberg since 2 years now and I already have a mobile contract with another provider. I now want to switch to an O2 contract but I am unable to verify my identity. I have an active Indian passport. I had a valid resident permit but it expired in 2025, and Nuremberg office has given me a F iktionsbescheinigung until 2027. I have tried to ask them to fast the process but they only say “we have given a temp. visa document until 2027, so you will get the permanent one before then ”.Unfortunately for me, I am not able to identify myself to but this new esim contract !!! I read from other posts that going to Deutsche post might not be helpful as their software is outdated and wouldnt recognize my passport or  fiction certificate. How should I proceed in this case?I have 10 more days to finalize my contract, otherwise it would be cancelled. 

Hello everyone,I’m looking for help regarding an issue with an eSIM order.I ordered an eSIM from O2 approximately two weeks ago and received a confirmation email after placing the order. However, I still have not received the eSIM itself, and no payment has been taken from my account.The email also says that I need to confirm my email address to access personal information, but I cannot find any confirmation link or instructions anywhere.Has anyone experienced a similar issue or knows how I can complete the email confirmation and receive the eSIM? Any advice would be greatly appreciated.Thank you in advance.

Hello, I am trying to figure out how to cancel my ESim phone line contract. I was not able to go in person and I am not out of the country. How can I go about doing this? I moved from the US to Berlin and now moving back to the US. Please let me know, thank you.

Hello,I have been experiencing a very strange issue with my O2 Unlimited On Demand tariff for almost 2 months now, and unfortunately neither email support nor the hotline has resolved it.At first, I stopped receiving the 80% / 100% usage SMS notifications. However, sending “WEITER” manually to 80112 was still working.Important detail: I can send and receive SMS normally I receive replies from 80112 If I send “WEITER”, I receive responses Even random test SMS to 80112 receive replies So this clearly proves that SMS communication itself is working correctly on my device.The problem only affects the specific usage notification SMS.So the issue is definitely not caused by my iPhone.The last usage notification SMS I received was around March 11.Has anyone else experienced this issue with Unlimited On Demand?And was it eventually fixed by O2 technical support?Edit o2_Gerrit 10.,05.2026 moved to English O₂ Community: Mobile

Hi, I topped up 20 euros to my account through the o2 app reload page - the transaction went through from my bank but the o2 app page never changed to show successful credit top-up. I did it a second time and it went through. Can i get my first transaction refunded to me? Thanks

Hello,I recently got a Free Prepaid SIM card, but my phone says 'No Service'. When I log into my O2 portal, under the SIM-Karte section, it gives me a red error: 'Entsperren aktuell nicht möglich. Du kannst diese Einstellung nicht ändern.'Could an O2 Moderator please look into my account and remove the network lock? Thank you! edit o2_Manga: verschoben von o2 Prepaid zu Englisch: Mobilfunk

I am also having the same issue. WLAN indicates blue and the internet also flashes green but I can’t still access the other internet connection. I recently change my contract with o2 and a new chip was sent 3 weeks ago. But fortunately I removed the chip into my iPhone and it works perfectly is there a problem with the homespot or the chip. 

I booked an iPhone 17 today with a 2-year contract. However, I would like to cancel both the order and the contract.Please confirm the cancellation as soon as possible and let me know if any further information is required from my side.Thank you for your assistance.Kind regards,Prathamesh

I am writing this post to seek assistance regarding my O2 prepaid SIM card, which I recently purchased in Nuremberg, Germany.I have encountered the following issues:    No Network Signal: My phone displays "No Service" or "Searching" and is unable to connect to any local roaming networks.    Wi-Fi Calling Not Working: Even when connected to a stable internet connection, I am unable to activate or use the Wi-Fi Calling feature to receive SMS or make phone calls.Please assist me by letting me know how I can check the following:     Is my SIM card still active, or has it been deactivated?

Hello, can you please help me where I can find my invoice? Or maybe its possible that its charged straight from my bank because first payment didnt go trough. Edit o2_Kathi 06.05.26 Title adapted for a better overview + Moved from the section o2 Mobilfunk to English o2 Community

I was signed up for this 5 euro protection option I never asked for, I was basically tricked into it. I request to cancel it.Edit o2_Daniela 18.04.26 moved from Packs, Optionen & Ausland to English o2 Community: Mobile

Hello,I have a mobile plan with O2 (around €45/month for 2 SIM cards), which is supposed to provide high-speed internet access.However, I am only getting around 15–20 Mbps, while two of my colleagues with similar plans and similar pricing are achieving 300–385 Mbps.I have already tried the following:Restarting my device Testing the SIM card in another phone Changing locations within the cityUnfortunately, the speed remains consistently low.I would kindly ask you to check my line or SIM configuration, as there may be an issue such as throttling, incorrect provisioning, or network assignment.Thank you in advance for your support.

i am on a business trip in Germany these days and my o2 number had no signal at all. It seemed the number was blocked by the o2 system. I activated this number in China before I boarded the plane. Can anybody help me solve this problem?Edit o2_Paul: Category change