SIM card of new contract is not working

I ordered an O2 eSim online and many days later received the activation letter/QR code by post.

In the meantime, I had to order another eSim online that I could activate instantly. Around a month later, when I needed data, I attempted to activate the O2 eSim using the QR code and instructions.

The eSim appears to have been added to my phone, but the number that has come up is Swedish, and neither calls nor data are working.

Does anyone know how I can fix this? It’s such a pain to call O2 and the last time I needed help from them I spent hours waiting on hold only to be disconnected several times…

edit o2_Gerrit 06.05.2025 combined with thread about same issue

I am having issues with my O2 eSim setup and the virtual assistant/online chat is no use. I can’t call the hotline as I don’t have a working sim, and I can’t find any support email address to contact. Has anyone received an email from an actual support staff at O2 dealing with an enquiry, and can share the email address so that I can contact them that way?

edit o2_Gerrit 06.05.2025 combined with thread about same issue

what other problem do you have?

edit o2_Gerrit 06.03.2025 moved to own thread

I activated the sim in Germany but the phone number I got starts with a Swedish country code. Even though I’ve turned data on for this sim and all the settings appear to be correct, the data doesn’t work and I can’t make calls/send texts.

edit o2_Gerrit 06.03.2025 moved to own thread

Du hast eine Rufnummer bekommen die mit +46 anfängt? Glaube ich nicht. Was meinst du damit die Einstellungen scheinen korrekt zu sein?

edit o2_Gerrit 06.03.2025 moved to own thread

Yes, the number starts with +46.

I just meant that I’ve checked to make sure I’ve turned on mobile data for that sim, and it still doesn’t work.

Hello ​@adieadieadie,

welcome to our o2 Community 🙂

That is unfortunate, that you cannot use your new contract with us anymore.

As you have a prospective account with us, which is not linked with a contract, we cannot take a look from here.

Apart from our hotline you can contact us via our contact form.

Is the number beginning with +46 printed on the letter with the QR code which you received and on the tariff conditions about the contract?

Best Regards,

Gerrit

Thank you, I have sent a message via the contact form.

No, on the letter with the QR code there is a ‘Vorgangsnummer’ and an ‘eSIM-Kartennummer’ but neither of those reflect the phone number that has appeared.

​@adieadieadie That is good, that you also could sent a message via our contact form.

Do you have access to the E-Mail from us with the tarriff conditions and the Handynummer printed there?

If so, could you try to register for a customer account with that number?

Best Regards,

Gerrit

Hi Gerritt,

I just attempted to register for a customer account but it says ‘We have sent you a temporary password via SMS. Please enter this and then choose a new password.’ and I can’t receive that temporary password. I think I’ll just have to wait until I hear back from the contact form.

Thank you.

Hi ​@adieadieadie ,

too bad that the registration didn’t seem to work as ist should.
Have you been contacted in response to your contact request?

Best regards
Kurt

No, I still haven’t heard back from them.

I tried going in to store to get help but they told me they could only help contract customers, not prepaid customers.

I keep trying to contact via the hotlines and don’t seem to get anywhere with it.