I had bought an O2 loop sim at the beginning of the month and put 15€ credit onto it. A few weeks later I received a notification saying that I had used up all of my data, so I bought another credit top up. My home page now says that I have 16€ of credit on my account but the internet data is not working.

I tried turning the phone off/on, I have switched data roaming to ‘on’, I have called the English hotline but they told me they could only help post-paid customers. They gave me another hotline to call but it was only in German, and unfortunately my German is not strong enough yet to understand. It is important I have internet on my phone as it helps me to navigate a new city.