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O2 prepaid sim, no internet

agnesapasztor
Rang
Purchased a prepaid '1GB' SIM card in Saturn on 8th of July. Activation took 4 days. I have an official 'Anmeldung' so I suppose my address can easily be officially verified. I had the 'Einstellung' configuration messages re-sent from the website and installed on my Handy countless times. Then I configured it manually based on the online guide available in the support section. Every configuration detail is matching, I had it restarted after every change, it is using the prepaid APN, mobile data is on, the Handy is not in airplane mode and supposedly I have 1GB of free data - albeit no money on my account. I guess it is somewhat understandable that I don't want to be charged for something at the renewal date that never worked so I am not putting money on it. Also I was getting this card temporarily to upgrade to a contract when I get my bank account in Germany sorted but at this point I highly doubt it will be with O2 - this message is my last try basically.

Any advice is highly appreciated.

12 Antworten

o2_Nicolas
Hi @agnesapasztor,

we refunded the 9,99 € you payed for the pack as it appears there was a technical error.

Please try to order the pack one more time and see if it works. Furthermore, make sure that your mobile phone is enabled to work with a SIM card from Germany or if it is either SIM- or country locked.

Kind regards,

Nicolas

agnesapasztor
Rang
Hi Nicolas,

Thank you for your quick reply! I have received the refund, cancelled my package as it was still ongoing and I ordered it again with the refunded money. 

I restarted the phone but unfortunately I still have no internet. 

I am able to start and receive phone calls and to send and receive SMS with this O2 SIM card therefore I think the phone is enabled to work with it in general. The phone was bought independently from any contract so it has never been locked to begin with. I also tested it with another German SIM card and it works, and provides internet access as well. Is it an option to get a contractual package with this card? Would that help?

I am looking forward to your advice.

Thanks and Regards,

Agnes

o2_Nicolas
Hi Agnes,

it is definitely rather strange, but maybe you could try the following:

1. Go to o2 Live check to see if there is any disruption in service at your location. Just enter the postal code or the address.

2. Turn off "LTE" and try using the 3G network only.

3. If possible, put the SIM card in another phone and see if it makes any difference.

Let me know what you found out and we'll go from there 😉

Kind regards, Nico

o2 Free - Freedom is limitless

agnesapasztor
Rang
So, there are no outages in the network in my area (middle of Berlin). Switching to 3G-only has no effect. I put the SIM card in another phone (not of German origin) and the mobile internet was available on it even before any kind of setting was configured. So I guess I'll just trash my freshly bought dual sim J5 and live happily ever after. 

Thanks for the help!

Agnes

o2_Nicolas
Wait, hold on, please do not throw your phone in the trash 😉

First of, I apologise for even asking, but just to make sure: You did set the mobile data for your o2 SIM card, correct? If so, did you try switching up the SIM card slots?

To me, it sounds as though there is something off in your settings, however, without seeing it, I can't really tell what the issue might be. You can also check the exact settings here: Smartphone- Service, but unfortunately we only offer this site in German.

Kind regards, Nico

o2 Free - Freedom is limitless

agnesapasztor
Rang
Initially the O2 card was the only card in this phone - slot1. Did not work.

Then I put it in slot2 (still as an only card) - did not work.

Right now it is in slot1 - and I have a properly working card in slot 2 but from time to time I try to switch over for mobile data to sim1 which is the O2 card. No success so far.

I had looked into phone unlocking before and every forum said that if I can send and accept SMS and initiate and receive calls then my phone is not locked. 

As stated in my initial question I already tried manual config based on this: Handyhilfe: Alle Modelle auf einen Blick 

but I repeated the procedure again now.  No luck.

I'm out of ideas.

Thanks for your help,

Agnes

o2_Nicolas
Ok, I have one last idea as I just spoke to @o2_Emanuel‌, who happens to be very knowledgable with these things.

Check your APN configurations, there should be an entry called MVNO (mobile virtual network operator), where nothing else should be entered. I'm guessing that it is currently saying "IMSI", which may cause the issue.

Try deleting the entry, make sure that it says "pinternet" in the APN or enter it manually one more time, and see if it works.

I hope I explained everything correctly 😉

Regards,

Nico

agnesapasztor
Rang

https://



4 Anlagen
o2_Nicolas
Well, that did not work then, I'm really sorry. I have to be honest, I am sort of running out of ideas, but if you bear with me I'd like to give it one more shot:

Create a new APN --> Just enter "o2" in Name and pinternet.interkom.de in APN, leave everything else empty or as it is preselected, only make sure it is still saying "None" in "MVNO". Select this APN and restart.

If it still doesn't work, reset the network operator settings

Settings --> Backup & reset --> Network settings reset. Afterwards, also restart your phone.

agnesapasztor
Rang
Sooo, long story short - didn't work. I am starting to think that every phone is a unique, precious snowflake and their mysteries are beyond human comprehension. I got the SIM card fully functional in yet another phone - by default it used what resembled postpaid settings but when I changed to prepaid config it still worked! So having gathered my courage I decided to give yet another try to the poor Galaxy J5.

Key difference - I switched off the secondary SIM card after having both cards in the same phone again. I did not remove it but switched it off using the phone's SIM card manager. Afterwards I used Menu -> Settings -> Mobile Networks -> Access Point Names -> More -> Reset to default on the 1st card which is the O2 SIM. It removed all the messed up experimental settings and added yet another combination of configuration. I now have 4G and the other card is switched back on and that works too. Fun fact: the config I have now is by all means wrong. See for yourself: https://



I'd like to thank you @o2_Nicolas and your colleagues for the excellent, responsive support that was totally unexpected. I would have given up earlier if it wasn't for your attention and care. I hope that sharing what worked for me will help you advise others. 

All the best!

Regards,

Agnes

3 Anlagen
o2_Nicolas

I'd say that is cause for a celebration.

Thanks Agnes for your really kind response ☺️. To be fair I was hoping I would be able to solve it for you, but I'm glad it worked out anyway. I will definitely be saving your screenshots, they might come in handy should something like this occurs again. Although by now I also feel as though your phone may be the one unicorn 😉

All the best to you as well,

Kind regards, Nico

o2 Free - Freedom is limitless

A
Rang

Hello,

  I am a customer of O2 and last 2 months I am using it happily. Suddenly from last 2-3 hour I can not use my mobile data. Do you have any solution for this? I have more than 17 GB data left and 21 days remaining for next billing date. I tried to switch off-on the mobile for couple of times, even once remove the sim card. My phone is iPhone 7.

 

  

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