Service not working outside Germany (within EU)

Hey @RayanE,

Welcome to the o2 Community
Which tariff are you currently using? A prepaid or postpaid tariff? 

Greetings,
Flo

Hi @o2_Flo,

Thank you for responding to me.

My Tarif is prepaid. It is “my Prepaid S”.

Please see the screenshot I took below, showing that it should work in the EU, and not only in Germany. But it never worked for me outside Germany.

Best regards,

Rayan

Was wurde genau berechnet wenn du nichts nutzen konntest?

Hi @Sandroschubert ,

Money was withdrawn from my O2 balance whenever I made a call or switched on the mobile data, although my subscription was active so that should not happen if the tariff covers the EU, but I got charged as if I had no active subscription.

Am I missing something or is that really not how should things should be within the EU?

Hey @RayanE,

We have to be very precise here. Calls from Germany to other EU countries will be charged, as well as if you have dialed special numbers (cab, airport, etc?). 

In the EU abroad you should not incur any costs. 

Greetigs,
Flo

Hi @o2_Flo ,

To clarify: I never tried to make calls from Germany to other EU countries. The second case you mentioned that I should incur costs in is exactly what I meant. For example, I was in Austria, and when trying to make a call *within Austria*, I always got charged.

Besides the calls, also the internet stopped working as soon as I was outside of Germany. I could never make any use of my tariff for internet while abroad within the EU. When I turn on cellular data, I get charged immediately, so I have to keep it turned off.

I am worried because this happened every time I traveled within the EU, and in all the previous times, I had people with me who I could use their internet or make calls from their phones. But I have to travel to the Netherlands in August and I won't have someone to help me with that this time! And my tariff says that should actually not be the case and I should have internet and be able to make calls within the same EU country I go to. So I really need it solved.

Hello @RayanE,  is it possible to select manual network selection (manuelle Netzwahl) with your smartphone?

Best regards

Steffen

Hi @o2_Steffen ,

Sorry for my late reply. I didn’t get notified of your reply, that’s why.

I came to check the thread now because I am travelling to the Netherlands this Saturday (19.08 / in 2 days) and then Belgium, and I will need mobile data to work during my time in both countries.

To your question, I have checked now and yes, it is possible to manually select a network.

Could you please provide me with more elaboration and guidance? Thanks a lot.

Best regards,

Rayan

Dear @RayanE ,

there is no lock for your contract abroad. So everything should be fine.
If you do not get a connection, please first try switching the phone completely off and on again (really completely off and on again).
The data roaming should be switched on, the word "Internet" must be entered as APN (Access Point Name). You can also try to deactivate LTE.
You can then perform a manual network search and test several providers. It can sometimes take up to 10 attempts until the manual network search works with a provider.

Kind regards,

Andrea

Very important - activate Einzelverbindungsnachweis! 

ecare - Guthabendetails:

Einzel­verbindungs­nachweis

Einzelverbindungsnachweis wird erstellt

Hey @RayanE,

What is the current situation? Did the internet work on your trip?

Greetings,
Flo