Refund for pre-paid SIM bought at REWE

This is ridiculous. I bought a pre-paid card from REWE so I have to register online and activate. Cannot do at o2 store, cannot do at Postbank. All staff say I need to register online with O2.

The links published on here and everywhere else on o2 website are useless!

The steps require IBAN. So I put in my GB bank account IBAN, which does not get recognised. I am told by staff that this is the wrong form and I need to verify ID. I am trying to verify my ID and address, but the links provided are for activating a SIM card. Where the hell is the website to verify ID!?

Staff at O2 stores in Germany can’t figure it out, how the hell is a foreign visitor supposed to figure it out!?

Hello @htrdhgdgfdjd ,

in Germany you can only activate sim cards with video ident.

You could activate it here: https://www.o2.de/freischalten you just need your Phone and your ID card or passport. If you activate your sim and choose “Manuelle Aufladung” you don’t need your iban. As far as I know.

Activation progess:

1. Open https://www.o2.de/freischalten 
2. Enter your sim card number
3. Enter your phone number
4. Download the video ident app and show your ID/or get the form for Deutsche Post shop.
5. Now you can use your sim card.

You could try to go to rewe may they can refund your money if you still have the receipt.

I wish people would check the links to make sure their advice is correct. Maybe read what I posted to realise that the standard advice is not working for whatever reason. Maybe I am stupid but when I click the link:

https://www.o2.de/freischalt 

I have 6 steps.

Step 1: Card number - Done

Step 2: Phone number - Done

Step 3: My Data - CANNOT pass this point to get to step 4 as it doesn’t accept my UK IBAN. Also, I do not have a customer number.

How do I speak to an actual O2 customer services rep for O2 Germany?

Choose „manuelle Aufladung“ not automatic or monatliche Aufladung. 

GB is not longer a member fo the EU, maybe that’s the problem with your bank account.

Call the hotline or wait for an Mod from O2.

For a refund go to REWE.

Maybe you are correct; but it does say IBAN (International) not EU-BAN. In any case, is it too much to ask that this is explained at point of purchase? Or explained by staff in an O2 shop? So far a relatively simple process is made nigh impossible by bureaucracy.

I am not upset that the process is difficult, I am upset that no one at O2 seems to be capable of giving advice that works. Everyone seems to be guessing.

My local REWE will not give a refund as it was not bought there. And, as the original packaging is open and part discarded, I doubt the REWE I bought it from will issue a refund.

If you choose Manuele Aufladung there is no bank account necessary .

Thank you for your reply. I cannot see this option. Could you help me please. It would be very helpful to have a web page link. Thanks again. 

Oh, I found it. Thank you. Hopefully this works.

Now I am stuck with Persönliche Kundenkennzahl

according to the link below I should have been given some paperwork from the shop I purchased.

https://hilfe.o2online.de/o2-prepaid-19/persoenliche-kundenkennzahl-525696#:~:text=Unterlagen%20bekommen%20haben-,Auf%20der%20ersten%20Seite%20(dort%20steht%20dein%20Name%2C%20deine%20Anschrift,unten%20findest%20du%20die%20Kundenkennzahl.&text=Hab%20vom%20Shop%20nur%20eine,Rechnungsnummer%20und%20Nummer%20der%20Verk%C3%A4uferin.

But I finally figured out that it’s the four digit pin for the sim card.

Why is this so difficult? It’s already a thousand times more inconvenient than other countries, why make it so cryptic that even your own staff cannot advise you properly?

Dear @htrdhgdgfdjd ,

welcome to our community.

I am sorry to hear that you had such problem registeing your perpaid SIM-card.

Thanks to @dSkill and @schluej for the support.

The personal customer code / ID (PKK) is a four-digit number. As a pepaid customer, you will be notified of this PKK in the SIM letter you received.

Have you made any progress in the meantime or do you still need support from us?

Kind regards,

Andrea

No! Never!

When entering the data during registration, the customer determines the personal customer code himself. Maybe step 3 at registration.

Ask @o2_Antje . I had shown it to her with a screenshot.

I put in the 4 digit code on the card that the sim is attached to and it work. Never received any other documents or a number specifically titled “customer number”. But the 4 digit code seems to have worked.

Thank you O2_Andrea.

Yes the code worked, but it was not made clear to me that the number is the one I should use.

It also is not clear to select manual top up. The page is in German, it does not translate like other pages - probably because it is secure. It may also be due to my ad blockers and anti-tracking software.

I seem to have got past the obstacles now. I should be able to register. My initial problems are now resolved, but I have a further query:

I have discovered that my UK O2 account allows me to roam in Germany at no extra cost. I intend to use my UK sim for the next couple of months.

How long do I have before I must register the pre-paid sim bought in Germany? If I left it in my drawer and activated it in July, would the sim and credit still be valid?

Take screenshots and upload them here. We can tell you where to enter what.

Yes, the credit is valid. You can also register the card now and the credit will be valid for 6 months. Can be extended by a further 6 months with a top-up.

Thank you tearsbeforecrying,

I looked at the REWE receipt, there’s a serial number, a 14 digit long “Serriennummer”

I have now seen your other response and edited this post - code valid for 6 months. That’s great - many thanks!

No, you don't need that with an o2 prepaid card. The credit is automatically topped up after activation of the o2 prepaid card. They were just examples from me for the activation code from other providers.

Read this too: 

• Register prepaid sim card

Dear @htrdhgdgfdjd ,

great that the number worked.

I had asked specifically because I couldn't find an answer anywhere whether the PPK is created by the customer or whether it is sent to them.
You can load the credit directly if it is not already activated and if you do not use the card and do not book anything, it is not used up, but it is only valid for six months. If you top up the card again, for example by transferring 1 cent, the period is extended by another six months.

Thanks to @tearsbeforecrying for your support, too.

Kind regards,

Andrea

It's actually quite easy to remember:
If you order an o2 Freikarte, then the code is in the letter (you mean that)
If you have an o2 prepaid card activated in a shop (or Mediamarkt/Saturn), then you can specify one yourself or the employee will specify one. This is on page 1 of the contract documents.
If you buy a starter package in a shop (Rewe, petrol station, post office, etc.), then you determine the code yourself when you activate it.

Dear @tearsbeforecrying ,

thanks a lot for this information. ☑

Kind regards,

Andrea