Replacement Sim

My order number is Auftragsnummer XXXXXX

o2_Giulia, 13.11.2024, 16:04: personal data removed

Hello, i had made a contract with O2 (shifted from o2 prepaid to postpaid on 15 th october) unfortunately i lost my new postaid sim after when I received the email that portability is successful. So i went to an o2 branch and ordered a replacemnt Sim. Its my 2 visits to the store and 4 customer services calls that i still have not recieved my sim. I also cant download esim unless i activate the replacement sim. 
My contract term for this month is over and i will be charged for the 25 GB of which used nothing, literally nothing. 
For one whole month i am out of a number and no one is providing me a workable solution at O2.

Two times customer representatives have ordered new sim for me but still not received any thing. And each time it states that 29.99 euros would be charged. I mean am i stuck for two years in a contract that doesnt have a number? This is really frustrating.

o2_Giulia, 13.11.2024, 16:05: Posts on the same topic merged

Hello @StormTrooper1080,

welcome to our o2 Community 😀

I'm very sorry that there was such a delay in sending the SIM card. In the meantime, our employees sent out another card yesterday. It will be sent to you as a normal letter.

Was there a specific reason why they couldn't give you a replacement card in the o2 shop?

Best regards

Giulia

On 31st October (if I remember correctly) the customer rep called the o2 portal in front of me and informed me that i will receive my plastic card at my home address. I also received the email right then. But the sim didn't arrive for next 10 days. Then i called o2 to check the status they informed that the status is “delivered “ but since i didn't receive anything deutsche post, they placed another order for me.  My question is that i have used a bit since i signed the contract. I will receive the bill on 15 November for the first month and ilwhy would i have to pay when i dont have any sim ?

Hello ​@StormTrooper1080 🙂
I apologize for my late reply. We would like to read everything here and answer promptly.
Nevertheless, I would like to ask you if you have contacted us via another channel in the meantime and received a credit note from us because the SIM card arrived late? Please let us know if there is anything we can do.
Best regards

Kathi