​Hello @thaina,

welcome to our o2 community :)

We do not offer an english hotline, but if you want to clarify an issue concerning payments, you can call 089 78 79 79 456 (landline) or 0176 888 53345 (mobile). They will either help you in English or offer you a callback by an English speaking person.

Please let us know if you have any further questions.

​

Kind regards,

Giulia

i.ve ordered the sim and phone on 20.05 i got them on 23.05. the sim was not working , they said they send me another one 2 weeks later nothing. amazing customer support guys , keep it up !!! 

Hi @ceva33, 

first of all I wish a very nice good morning to you and a warm welcome to our English Community. There should always be enough time for a friendly greeting.   

I regret that you miss the SIM-card. We ordered the delivery of the exchange SIM-card on 8th June 2021. Is your name written on your letter box? 

Or did the SIM-card already arrive in the mean-time? Normally the delivery takes only 3-5 days. 

Just let us know if you need further help. 

Loving greetings,

Tobias

hey ,  wonderful morning to you as well. to go strait to the topic i still do not have the sim , 24 days later , witch with all do respect is not fine , and it leaves a sour taste to know that this is the company i chose. i do believe ppl make mistakes and i.m as sympathetic as possible but it.s soon to be a month , for a sim .... also i do have my name on the plate we just moved in so we order quite a lot of stuff. i do hope i get it this week or i.ll just cancel the contract and pick another company.

and also i m paying for something i do not have ... for a month already

Hi @ceva33, 

thanks for your reply. 

That´s really strange that the sim-card does not arrive at your place. 

In order to check that for you in detail, I just have written a private message to you via @o2_Support. Please reply there to my requests. 

Thanks a lot. 

Loving greetings,

Tobias

i can.t really find the private message :(

Hi @ceva33, 

I see that you have found the way to @o2_Support. I just gave you some additional information there. Just have a look. 

Loving greetings,

Tobias

1 month 2 days since i ordered a sim and i did not get it. this is probably the worst customer support i.ve ever dealt with , congrats guys you beat them all. 

@ceva33 Have you forwarded the information to the o2_support user like @o2_Tobias asked for?

Hi @ceva33, 

thanks for the information at @o2_Support. Good that we could clarify your issue there.

I have now sent another sim-card to you. 

Loving greetings,

Tobias

and can you please tell me my number so i can use the sim u sent because it’s only a multicard and this one i cannot activate, because a lot of problems your site has.

@ceva33 Sim card activation should now work again. For the English hotline See down.

Hello @ceva33, is everything fine now?If there are any issues, we are happy to help you.

Kind regards ,Ines.

i still don.t have the phone number and this is a multicard witch means i cannot activate it. i need the phone number and i only know that it ends with 369

Hi @ceva33, if it's a multicard, it has the same phone number as your main card.

If this is a main card, the number will be sent to you by SMS when you have activated the SIM card.

So you choose a new contract with SIM and a phone, but the SIM didn´t arrive. Then we send you a new SIM-Card. Can you activate it?

i don.t think you understand, you guys never sent me the MAIN CARD only 2 multicards that i can NOT activate since i do not have the phone number. how else can i say it ? it s already been 2 months , this is by far the worst interaction with customer support i.ve ever had

Hi @ceva33, 

thanks for your reply. I understand that you are eager to use your new sim-card that you have just received. 

Of course, data-security is also very important for us. In order to inform you about your mobile phone number, we first of all need your 4-digit personal identification-code. Please let me know this code under @o2_Support. In case that you do not have this identification-code, please wait until you receive a letter from o2 with this code. 

As soon as you have given us the code under @o2_Support, I will be happy to inform you about your mobile phone number. 

Loving greetings,

Tobias

hello. first of all, everything is fine , i went to a store and i actually found a competent guy to solve my issue. funny story , you know how your own colleague called you guys ? ( the customer service ) an incompetent bunch, and i tent to agree. the problem was that you ,, experts ,, sent me 4 sim cards all multisims ( not a single main sim ) and all for the number YOU deactivated for no reason. so i had 4 sim cards for the number ending with 980 and 0 for the one with 369. the guy solved in 5 min what you couldn.t figure out in 2 months. not only have i never met such poorly educated ( job wise ) ppl but you.re so incompetent that you had to go for lines like ,, i don.t know what to do ,, and ,, try going in a store maybe they know ,, ( again i.m talking about customer service not you in particular ) and that is the first NEVER when you pretend to help ppl. having you communicate with you left me witch such a sour taste that i will never in my life buy anything from o2 again, and i.m sure you guys are a big reason for why the ppl stay away from you. i really wish you all the best and hope to never need you again but i also hope someone watches what you.re doing and sees that you.re being payed for no reason. 

have a good day and do the best you can, maybe i was just unlucky .

Hello @ceva33, we are really happy, that our colleague in the store succesfully solved your problem.

I think he changed one of your cards and gave you an activated one? 

Your ordered two mobile contracts, we deactivated one of them at your request and informed you by email.

The details for your contract with -369 we sent to you on the eight of june, including the mobile phone number.

Maybe everything was a bit confusing caused by two contracts, two numbers, at least 4 sim cards, a lot of e-mails and issues with your contact details.

Im sorry, that it took several weeks till you can use your new mobile contract, but also if something went wrong we prefer respectful interaction in our community.

For your xperience i will have a positive impact on your next bill. 

Tip: If you didnt already register in Mein o2 - do it. 

Greetings and a nice evening,

Katja 

Dear sir/ madam 

i have two things if you can do for me: 

1st as i am outside europe, please deactivate all options which might cost me, 

2nd as i mentioned i am outside europe so please i need to take freeze my sim bill or may you can share the link which i can freeze my sim card bill for some months till i come back to europe, 

Regards, 

tamim

@Abdultamimjami Did you have a postpaid or prepaid contract?

Yes it is postpaid

@Abdultamimjami Then please use this form and temporarily pause the contract.

https://static2.o9.de/resource/blob/67648/740f653c41d4d4824de4a02ced8fee53/vertragsstilllegung-download-data.pdf

Hello @Abdultamimjami ,

if you are staying outside of Germany for a prolonged time, then the option presented here by Joe Doe would be the best way forward, if you do need any further support with this, please let us know.

Kind regards, Sven