SIM card blocked by mistake due to DSL router charge

Account blocks cannot be processed via the forum. What does the customer portal show for your mobile contract under "Invoices/Annual Overview"? Is the status "Outstanding" or "Paid"?

The portal currently shows "Outstanding" because of that wrong DSL router charge. However, as the official email from O2 confirmed, that charge has already been fully cancelled (ausgebucht). We have already fully paid all of our actual monthly bills for both the DSL internet and the mobile contract. Since the system still sees this wrong router fee as unpaid and blocks the SIM, could a moderator please open a private message channel so I can send our mobile number and Kundennummer to clear this up?

Then it wasn't credited. You should actually receive an email about it, too.

But we did receive the official email from O2! It explicitly states that the router charge has been cancelled and credited back. The system is just slow to update the status. That's exactly why we need a moderator here to check the actual account status manually and unlock the SIM card.

Yes, I read that. How long ago did you receive the email?

We received the cancellation email on May 23rd, but the SIM card was blocked just today, on June 8th. It seems the automated system processed the block anyway, despite the charge being officially cancelled two weeks ago. We really need a moderator to sync this manually and restore our service.

In that case, unfortunately, the employee did not keep his word.

Hello ​@Bogdan04,

welcome to our o2 Community 😀

I have had our logistics department check the return of your router. A credit for the fees was processed on May 12, 2026, and the amount has been paid out to your bank account; please check your account statements.

However, you had already deducted this amount from your invoice yourself in the meantime, resulting in an outstanding balance that triggered an automatic service suspension.

Please settle the outstanding balance so that your connections can be reactivated.

Best regards

Giulia

Hello Giulia,

Thank you for your reply.

However, there seems to be a misunderstanding. As you can see in the screenshot attached to this thread, we received an official email from an O2 manager on May 23, 2026, explicitly confirming that our balance is settled and we do not have to pay anything else.

Furthermore, on May 28, 2026, we paid our regular bill for the SIM card and home internet on time. No separate refund or payout from O2 has been received in our bank account so far.

Since we have already provided the written confirmation from your colleague showing that everything is cleared, could you please double-check this manually, override the automatic service suspension, and reactivate our connections?

Thank you for your assistance.

Best regards,

Bohdan

Hello ​@Bogdan04,

unfortunately, reactivation can only take place once the customer account has been balanced.

As the amount has already been transferred to your bank, the fees cannot be credited a second time.

Since you apparently haven't received the transfer, I will have it checked again to see if the correct bank details were used.

Best regards

Giulia

Hello Giulia,

There seems to be a misunderstanding on O2's part regarding our case. The transfer you mentioned was already sent to us back on May 12th (with the reference note "Danke"). Following that, we received an official reply from an O2 employee in response to our letters and screenshots. In that official response, it was explicitly and in writing confirmed to us that this penalty fee had been canceled, our customer account was balanced, and we did not owe anything further.

Since then, there have been no other transfers or refunds from O2. We have paid our regular internet bills punctually and in full. According to your own colleague's confirmation, our account is completely clear.

It is unacceptable that despite having a written confirmation from O2, we are now facing a complete suspension (both our home DSL and all mobile SIM cards) and are forced to sit without any connection, simply because of a system or accounting glitch on your end.

Please review the history of our case thoroughly: the cancellation of this fee has already been officially granted to us. We urgently request that you lift this unjustified total blockage immediately.

Best regards,

Bohdan

My apologies for the confusion, Giulia. Yes, the screenshot I attached is indeed from our private bank account. We DID receive that transfer from O2 on May 12th with the reference "Telefonica sagt Danke" and Gs-Nr.: 950185053.

However, the problem is that O2 sent us this money as a refund for the unjustified penalty fee. After sending this refund, your colleague confirmed to us in writing that the penalty was completely canceled and we owe nothing.

The issue is purely a glitch in your billing system: your system sent us the refund, but it forgot to manually delete/clear the penalty fee from our internal O2 customer balance. So your automated system still sees a "debt" that doesn't actually exist, and that is why it automatically suspended our internet and SIM cards.

We do not owe O2 anything. Please ask the billing department to manually clear this non-existent penalty from our O2 account balance and unblock our services immediately.

Hello ​@Bogdan04,

okay, but then you had already received the refund via bank transfer?

The confirmation in the email refers to that payout which had already been issued.

It was incorrect for you to reduce the invoice by the same amount again; after all, we can not refund the amount twice.

Best regards

Giulia

Okay, so if we pay this fine, will our internet service and SIM card be unlocked?

How long do we have to wait, and when will the block be lifted? This isn't right.

We transferred the money to the account that had been provided to us earlier.

Why do you keep posting your personal data on a public forum? That is grossly negligent.

Where did you see our information, and how does that relate to you?

Tell me everything!

Good morning, ​@o2_Giulia the payment went through successfully. Can you grant us access to the SIM card and the internet?