Issue with Yearly Plan Activation for O2 Prepaid

Hello ​@Tarshant,

we're glad you found your way to the O2 Community and are registering here – welcome!

It's not great that you can't make calls and your mobile data isn't working. Due to the switch to the new prepaid platform, we are currently unable to access your data to look into this. In this case, clarification is only possible via prepaid customer service. 

Best regards
Daniela

Hi ​@o2_Daniela 

I have already contacted Prepaid Customer Care, but they are unable to locate my active annual plan. Although on your O2 website, it is clearly active and running. They can see my balance, yet I still cannot make calls or use mobile data. To contact support further, I am forced to borrow someone else's number—this is confusing, inconvenient, and clearly unsustainable.

At this point, I am in a situation where:

• I have an active annual O2 prepaid plan,

• I have a balance,

• But I cannot access any services.

• When I try checking the validity status with *102#, it shows validity near expiring. 

• Someone has really mixed up the platform. Too risky to have O2 Prepaid Card.

This raises two concerns: how many other customers are affected, and when will this systemic issue be resolved? Till that time, how one can access essential services, make calls for personal or professional work. The situation is grim, till someone really faces a true challenge.

Over and above this, instead of solving, I was advised to switch to Euro 19.99 per month contract plan if I want to continue using my number. Not sure, how to absorb this. But, O2 somehow has managed to make the best use of this situation to track vulnerable customers like me to not just loose their annual recharge, but switch to a utterly unfavourable plan - with no guarantee fi the services will be resumed. 

I think, I’ll wait for 8 weeks before moving to Resolver. But, so far, all my outgoing calls are barred and I am already facing losses.

​@o2_Daniela

It seems the O2 Prepaid Team is unable to trace the €79.99 I already paid. They asked me to recharge again — which I did. Now, the balance is visible on the O2 website, yet customer care insists I have zero balance and that my number will soon expire. Their only advice: switch to Postpaid.

Is this a fair practice? I can’t even raise a complaint via Resolver in time — by the time it’s processed, my number might already be deactivated, leaving me without service despite paying twice. Is there anyone in O2 who can tell me what has gone wrong with my account. I understand that my records are available on the website, but if the same is not visible to the prepaid team, how can I ever get my number working again.

I am corned by O2 Prepaid Team

Hello ​@Tarshant ,

This is really not a pleasant situation. Unfortunately, we cannot access your data via the forum and create error tickets for you if necessary. Currently, our prepaid hotline is the only point of contact for this.

You can transfer your phone number to another SIM card at any time if you are afraid of losing it. You can do this online in My o2, which you had normal access to, right? 

Of course, I still hope that this matter can be resolved in another way. Please keep us updated here.

Kind regards, Rebecca

​@o2_Rebecca  O2 has already issued two SIM swaps, yet I’m still unable to make outgoing calls or use mobile data. Despite 8 support tickets being opened, no one in the prepaid team has been able to resolve the issue — even after reviewing my account multiple times.

Ironically, this all began after I made the payment, when my outgoing services were suddenly blocked. At this point, I’m considering switching to a more reliable provider.

When you say transfer, did you mean moving to Vodafone or Telekom as a better alternative for prepaid service? What happens to my yearly payment that I had made in advance?
 

That is very unfortunate how things developed despite such a number of tickets to our technical department to solve this apparent error which you are describing, ​@Tarshant.

For your prepaid credit you can get a refund via our form for refunds.

Best Regards,

Gerrit

​@o2_Gerrit 

I’ve been informed that I won’t receive a refund for my yearly prepaid plan — even though 8 different O2 technical teams couldn’t resolve a simple internal issue. Now, if I port out, I lose my entire yearly amount. It’s unfair that customers have to bear the cost of O2’s own system failures. I’d strongly advise others to be cautious before trusting O2.

The only refund I can claim is my balance. But, Euro 79.99 vanished in a thin air. 

​@o2_Gerrit ​@o2_Rebecca ​@o2_Daniela  

If O2 Management can help me in this….
 

Dear O2 Team and Community,

I’m posting here out of complete frustration. It’s now been over a month since my outgoing calls have been barred, and nothing has worked despite all possible steps.

✅ I have already:

• Recharged my prepaid account again,

• Replaced my SIM three times,

• Tried to port out to another provider.

However, when I try to port out, the system asks for a minimum balance of €6.59, even though I already have sufficient balance in my account. The system simply doesn’t recognize it — and this is clearly a technical fault on O2’s side.

To make things worse, my SIM is about to expire, and I’m completely stuck. None of your executives have called or provided any real solution. This situation has already caused me financial and professional losses exceeding €28,000, and it feels like O2 is simply ignoring my case.

I have full payment proof for my yearly prepaid plan (€79.99) and my current account balance (€13.33) — yet my number remains blocked.

This is not acceptable under German consumer law. I request immediate attention and a written clarification from someone who can actually resolve this issue.

O2 — please take this matter seriously. I have been patient for more than 30 days.

 

But according to your system update. It is zero.

​@o2_Rebecca ​@o2_Daniela ​@o2_Gerrit  I’m really struggling to solve my outgoing calls issue, and even to port out my number, O2 system is not able to show any balance in my prepaid account.  As an expat, this is making my situation harder, and customer care hasn’t helped. Please check what can be done. I don’t want to post this here, but I don’t know how to take my message to the right people. Thanks. 

I understand your frustration, ​@Tarshant, if so far no progress has been made.

Have you been given results of the 8 support tickets?

Another way to reach colleagues who can access your data is via our contact form.

Best Regards,

Gerrit

​@o2_Rebecca ​@o2_Daniela ​@o2_Gerrit  Finally the O2 agreed they had a system error. However, to my surprise, they decided to not forward this to their engineers to solve but advised me to port out to Vodafone. But, how is this justified that I have to pay for the unused service and get my amount forfeited for the entire year’s fee that I have paid you. Do you think this is an ethical practice. I had to port out because, no one had solved my outgoing and internet issue from last 2 months. Even now, I am facing issues with porting out. Because, if they don’t solve this, the balance that is required to port out….won’t let me port out. Can you please make someone understand this issue. 

Edit o2_Kurt 01.11.25 / 20:47h - Name of o2 employee deleted

Hi ​@Tarshant ,

as far as I understand it, our co-worker did not send the issue further because there already is an active porting reqest to vodafone. The reason for the mention is not one of advisement, but to let you know that the account will be closed once the number has been ported to vodafone. Porting a prepaid number equals instant deactivation once thats done.

The porting is free, so there is no need for keeping a balance for the porting of you number. 

This all still misses the point: If there really is a second dataset, a duplicate so to speak, chances are high that the funds may to be found there. Would you mind replying to that mail with that thought in mind?

Best regards
Kurt