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Prepaid Sim Card - Mobile Data Malfunction

P
Rang
Hi! I am an international Masters student in Germany and I purchased a prepaid sim card from O2 last 16 September 2019 .

I am able to use the sim to make calls and texts but I can't use it for mobile data.
I have already approached the store to ask for assistance and they can't seem to solve the issue. They asked me to call the hotline but apparently, after three attempts, no-one speaks or understands (there is no English option for the instructions as well) English so I can't communicate my concern since I am only starting to learn Deutsch.

I have paid 30 Euros for (14.99 Euros per month) for 3 GB of data and I ran out of options on how to solve this issue.

Would highly appreciate your help. Thank you very much!

You may contact me at: personal data removed / o2_Dennis

10 Antworten

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@pewpewpewRND what mobile you use? Purchased here or abroad?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
P
Rang
Hi Joe,

Forgot to mention this one. I am using a Samsung Galaxy Note 9, I got this from a local provider in the Philippines, Globe Telecom. The phone has two sim card slots. The first one being locked with my Philippine sim. The second slot on the other hand, is where the O2 sim card is currently placed.

I have also tried swapping the sims and this hasn't worked for me as well.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@pewpewpewRND correct apn settings for O2 in your mobile? Look here. Use google translate for the link.

https://www.o2apn.de/galaxy-note9/
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
P
Rang
Hi! I've tried these steps at well but I'm stuck at step number 10 since it shows that I can't add networks manually on SIM 2 (The O2 Sim). See photo attached

1 Anlage
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@pewpewpewRND only for me to unterstand. You press add on the right top corner and nothing happened?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
P
Rang
Yup. That's correct. Nothing displays after.
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@pewpewpewRND please make following. Only have your o2 simcard insert and turn off Wifi/Bluetooth.
Than try again to add apn.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
P
Rang
Tried this and it says that I need to unlock the phone first (Since it is locked by my local provider).
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@pewpewpewRND is it really locked? Can you try another german mobile sim card from a friend? But for testing please not from O2.
I think you google your problem. Some people have the same problem with their Android mobile phones.
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Tatjana
Benutzerebene 7
Hey @pewpewpewRND,

welcome to the o2 Community.

I see you had a gerade conversation with @Joe Doe. 😊

So have you tried his hint and took an other sim card into your phone?

Have a nice day,

Tatjana
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