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