English O₂ Community: Mobile

I recently applied for number porting and received a message to ask my previous provider to cancel and release the number, which I did. After that, I tried to contact O2 to inform them, but I can't make calls to O2 numbers, and my messages are not receiving response.Edit o2_Kathi 28.02.25 Moved from the section o2 SIM-Karte to English o2 Community: Mobile

Hi there,I need help to either send me a default password via SMS or verify my email address so I can access the Mein O2 app and the O2 website. I am a Prepaid SIM user and I have been trying to register an O2 account on the O2 app and the O2 site, but the registration process always goes in a sort of loop and I cannot finish the process. Here is what happened when I tried to register on the app:I click Einloggen, and it directs me to a Login page I click on the Jetzt registrieren link I choose Ich bin Mobilfunk-funke and click Weiter I input my prepaid SIM phone number and click Abschicken I input the verification code received from SMS and click Verifizieren I input the PUK number and click Verifizieren I input my email address and click Bestätigungscode senden I input the verification code received in my email and click Verifizieren HERE IS THE PROBLEM: it goes back

I had lived in Germany for my work for 9 months. I left Germany last March and returned to my country. About three weeks before leaving Germany, I visited an O2 shop to discuss termination. I was told to obtain an official deregistration document from the city office proving that I was leaving Germany. I obtained this document, went back to the shop, submitted it, and was clearly told that the termination was complete and that I would not need to make any further payments. I therefore assumed the SIM was deactivated and the contract closed when I returned to my country. However, after my return in March. I received an email demanding €217.14. I immediately replied, stating that I had already left Germany. Since the address was no-reply, I searched for the proper address and resent it there. Weeks went by without any reply. I assumed the matter was resolved. But in June, I suddenly received a new demand for €279.91, stating that a penalty fee had been added due to alleged repeated n

Please help delete my community account. I cannot find any button to do it by myself.

I signed to use the previous number when opening the e-sim, but the number changed Edit o2_Kathi 09.09.25 Title adapted for a better overview + Moved from the section Mein o2 to English o2 Community: Mobile

I am not able to login to the app and recharge my plan. Even though i have balance amount in my account. Edit o2_Kathi 09.09.25 Moved from the section o2 Prepaid to English o2 Community: Mobile + Title adapted for a better overview

I used up my data with o2 unlimited and I keep getting the same error message. Die Aufbuchung konnte nicht durchgeführt werden. Ihr o2 Team This is very annoying, this service is clearly not unlimited if the requests are not processed.  

I want to renew my plan but I cannot. I already topped up my balance. Please can you help me to update my plan? Thank you! Edit o2_Kathi 03.09.25 Moved from the section o2 Prepaid to English o2 Community: Mobile

Hello, I am an 02 Prepaid customer. I normally log in with SMS code, but when I want to see my PUK, the system asks for my password. Unfortunately, I forgot my password, and when I try to create a new one, the system again asks for the PUK. This is a loop and I cannot continue. My German is not good, so I would be very happy if someone could explain in English how I can get out of this situation. Thank you!Edit o2_Kathi 03.09.25 Moved from the section Mein o2, o2 Online & E-Mail to English o2 Community: Mobile

Hi boys and girls! Since the 02 app not working now for weeks, i even got a password through post, and still don't work. Here is a question, is it possible to activate prepaid Kombi Tarif M through SMS? Thanks a lot for the answers, Mario 

Hi,I subscribed to the Unlimited 5G Package 300Mbps, however, its been since March that internet at my home address does not exceed 200kbps, yes “Kbps” which is not usable,I tried to cancel contract with tickets, calls, Post, no success, O2 keeps saying i have to wait for the 2 year period, I pay ##$ monthly for nothing really,My Question : Can I switch to Home ADSL/Fiber Contract instead ? for the same duration.Please send me an offer on Email if possible , but it must replace the 5G contract, Thank you Edit o2_Kathi 03.09.25 Moved from the section o2 Mobilfunk to English o2 Community: Mobile

Hello O2 team,I am writing to inform you that I will be permanently leaving Germany and returning to my home country by the end of September 2025. My current O2 contract is a 24-month plan, which I renewed in February 2025.I would like to clarify the following regarding the termination of my contract: Proof of relocation: Is submitting the deregistration/Abmelde document sufficient as proof of leaving Germany, or are additional documents required? Notice period and contract end date: What notice period applies in my case, and what will be the final date of my contract if I request termination due to relocation? Charges: Could you please confirm the monthly charges I will be responsible for until the contract is officially terminated? Thank you for your guidance. I look forward to your response.Best regards.

I have multiple SIM contracts with O2, each offering speeds of up to 300 Mbps. According to O2’s coverage map, my home is within their 5G service area. I also live in a roadside building with no major obstructions.However, I rarely get more than 30 Mbps download speed, and my upload speed is usually below 2 Mbps. I have tested this with several high-end smartphones, and the results are consistently the same. In addition, the connection frequently switches from 5G back to 4G.Since January, I have been contacting O2 about this issue. They usually open a service ticket, but after a couple of weeks I receive a message saying the problem has been resolved even though nothing has changed. To this day, the issue remains unresolved.My question is, is it normal that customers experience such a large gap between the contracted speed and the actual speed, and does O2 generally not take responsibility for this? o2_Giulia, 01.09.202

I already paid last Wednesday and still I can't use my data and my call. I already paid in a different IBAN but with my name on it. Can you tell me when will it come back?  Edit o2_Kathi 31.08.25 Moved from the section o2 Mobilfunk: Rechnung to English o2 Community: Mobile

I have been observing my internet connection with O2 and it frustrates me when I lost internet connection when I travel, go nearby countries, and nur stay at home. I subscribed for the promo O2 Unlimited Max Online 2025 amounting to 29,99€ per month, 300MBits. I thought this was unlimited and why am I charge for two consecutive months amounting to 32,98€? Can someone enlighten me please. Thank you!

DESPERATE FOR SUPPORTBackground: A Contract was taken out with O2 on 11.07 that included an esim as well as Apple Watch device. An Apple phone was successfully set up with a physical sim and Apple account, however we have NOT been able to activate and connect the eSIM to the Apple Watch. This has been going on for more than 6 weeks. We have made countless calls to Customer care as well as more than half a dozen physical trips to O2 stores (3 different stores). The current status is that it says “activating” - this has happened multiple times, but never results in a successful connection.This is not acceptable as we have been paying for a service for almost 2 months and have not been able to find a solution. I would GREATLY appreciate a solution from someone knowledgeable on the topic. Alternatively - we may need to cancel the contract and move to a more competent service provider?  

My sim has been blocked yesterday morning 6:30am and after few minutes I have paid the remaining bill, And yet my sim is not unblocked.I couldn’t surf internet or call anyone.Edit o2_Bianca 02.09.25 10:18Uhr: Moved from Mobilfunk Rechnung to English o2 Community mobile

I signed a SIM card contract with you on September 2, 2025.Since I'm new to Germany, I wasn't aware that mobile phone contracts can't be terminated at any time. I would now like to terminate my contract immediately and request that you inform me of the procedure and provide confirmation of the contract termination date.Edit: Moved to English: Mobile // o2_Rebecca, 03.09.2025, 14:01 Uhr

Dear O₂ Customer Service, I am writing to dispute the international data roaming charges of €59.49 included in my July 2025 invoice (Invoice No. XXXXX). To my knowledge, I did not intentionally activate data roaming when entering a non-EU roaming zone, as required by EU roaming regulations. Given this, I kindly request a refund or at least a partial adjustment of the €59.49 charge. Please let me know if any further information is required. Another problem is that after I get this receipt, even though my data of this month is still enough, my phone lose data and any signal. Could you please help me to check what happened? Best regards,JiajiePhone Number: XXXXCustomer ID: XXXXEdit o2_Antje: Personal Data deleted und moved to English Community

Dear O2 Team, My name is Rajmond Tanushi. I recently signed a contract with O2 for a monthly rate of 40 EUR. A few days ago, I already paid 300 EUR, and now I have received a new invoice of 81.33 EUR for the period 08.06.2025 – 07.07.2025. I kindly request a detailed explanation of:  What the 300 EUR payment covered Why the current invoice is 81.33 EUR instead of the 40 EUR agreed in the contract Whether any additional services, devices, or one-time fees have been added to my account   Please review my account and send me a full breakdown of all charges and open invoices.I kindly ask that billing be paused until this issue is clarified. Thank you for your assistance. Best regards,Rajmond TanushiPhone: xxxxedit o2_Gerrit 14.07.2025 Hidden personal da

Last monday i ordered a sim card  from o2 on website. I worte every informations i needed to but i used my friend’s number because i havent had german number yet. The website showed me that my order was finished but i didnt get any email or be taken money from my bank account.Edit: Topic moved to our english community mobile, o2 Michi 29.08.2025Edit o2_Kathi 31.08.25 Title adapted for a better overview

I hope you can help me with an issue I am currently facing regarding my mobile contract. I am an international student in Germany and recently signed up for an O2 mobile plan at one of your stores. When I visited the store, I clearly requested a plan of 19–20 € per month.However, after receiving my invoices for June and July, I noticed that I have been charged around 42–45 € per month, which is much higher than what I requested and agreed upon.I may have accidentally signed the wrong contract because everything was in German, and I cannot fully understand German. I did my best to communicate in English with the seller, but it seems there was a misunderstanding.I have contacted O2 customer care, and they confirmed that my plan should be 19 € per month, but my invoices still show the higher charges.Therefore, I am kindly requesting a refund for the overcharged amounts for June and July, and I also request that my contract be corrected immediately to reflect the plan I originally agree

hii, im Nathan and i'm a new student in Bremen, Germany. I just want to ask you guys if I could buy the phone with German number and sim card contract by going in the store cause i want to buy a specific phone (nothing phone 3a) but i'm just afraid they don't have it in their store so i have to buy it online and i'm not a big fan of buying things online cause im not familiar here and sfuff. Anyway yeah that's my question, hope you guys could help me Edit o2_Kathi 29.08.25 Moved from the section o2 Mobilfunk to English o2 Community: Mobile

Hello,I am currently using a ZTE_C128E0 router. However, the network connection is extremely unstable, and the speed is so slow that I can hardly use the internet at all. Could you please clarify what the cause of this problem is?There are 4 indicators in the router like that; battery: on, LAN icon: on, SMS: off, signal strength: blinking,As the internet is practically unusable, it is causing significant inconvenience. I kindly ask you to resolve this issue as quickly as possible.Thank you.

I have been going through problems with my O2 app for 3 weeks now. Firstly it started with me buying 20 euros of credit on the app and it didn’t reflect into my account. I tried to go fro the hotline, but without credit, they dont attend me. Not even in emails. Then I bought my credit in the supermarket, 15 euros, it reflected after two days, then I bought data but it didnt reflect and the credit dissapeared. I tried to go to the O2 hotline but they didnt help either. I have prepaid.How can I solve it?