Hello, i’m trying this as a last resort since nothing so far has worked out. About a week ago i purchased a prepaid O2 SIM (15 euro for 15gb). I tried activating it online as it says to do so on the card and whenever i got the the identification process, the lady would say that i am unable to identify myself online even though I had my passport and id with me, she said that i must have a visa or a residence permit. She also told me to go to an O2 store or the post office to fer identified and thats where my card will get activated. So i went to the first store where the person there was extremely rude and unprofessional. He didn’t want to help me whatsoever and kept saying to do it online. I went to another O2 store where the person who was working there wanted to charge me 10 euros just to activate my prepaid sim… My last option was the post office where everything was free and the people were very nice. After i got a notification that my card got activated I tried to turn on my mobile network and it would just display the LTE sign without having any internet. The plan that i purchased was 15gb for 15 euros plus free sms and calls for a month. I thought i needed to wait for a couple of hours but it didnt work at all. I tried searching for solutions online. I removed and inserted the sim again, restarted my phone, changed the APN and nothing worked. This morning I called the O2 hotline and explained my problem to the person, he told me to either go to an O2 store or try the live chat on the website. I tried the live chat first and it told me to download the My O2 service app. I did that and tested everything for my phone, nothing was wrong. I went to a different (third) O2 store later on and the guy that was working there had absolutely no interest in helping me at all. He just kept saying he didn’t know anything about prepaid cards, even though they sold prepaid cards. Absolutely humiliating experience going from store to store and being treated like that. I was so upset. I called the hotline immediately after again, that guy also didn’t want anything to do with me. He told me if i wanted to complain I can do so on the other phone number he gave me. I was speaking English to him and he knew i didnt understand German and still gave me a number where they only speak German, i couldnt even follow through with the automatic guide at the beginning of the phone call. After no more options and no help from O2 i tried to use the app which is all in German and i saw that i have 13,38 euro left? O2 charged me for the absolutely useless phone calls that I made… Even though i purchased the 15gb package, I trtied to buy another package on the app which was 10 gb for 15 euros but now I cannot since O2 charged me for the calls. The minimum amount to add is 15 euros. This is crazy. Such horrible experience. How does noone know how to deal with this? I spoke to 6 different people that work for O2 and all of them were clueless. It’s so obvious they get paid from commission.

Edit o2_Kathi 11.09.24 Moved from the section o2 Prepaid to English o2 Community: Mobile