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Tarif nicht aktiv

  • December 17, 2025
  • 7 Antworten
  • 149 Aufrufe
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Besucher:in
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I just joined O2 Prepaid. I paid the initial activation fee and €10 for the 20 GB plan. While I was using the data, my wife topped up €20 and subscribed to the 80 GB data plan around 12:00 PM.

After that, I did not check my phone and left it charging. At 3:00 PM, I opened my phone to check the news, but the internet was not working. I waited for my wife, and by 9:00 PM, she suggested that maybe I needed to top up again because there might be a required maintaining balance for the plan to work.

We topped up another €10, but €1.49 was deducted again for data. My wife is very frustrated about what happened.

Could you please explain why the service is so difficult to use?
Why is my data not active when I already paid for it?

I have already tried troubleshooting my phone:

  • Restarted the phone
  • Reset network settings

But nothing worked.
Why can’t I use the data that I already paid for?

 

https://i.ibb.co/BVws02mR/Screenshot-20251217-223258-Chrome.jpg

https://i.ibb.co/FkvnkdKR/20251217-223100.jpg

 

Lösung von Benj

I visited an O2 store and showed them my account because my prepaid plan was not activated even though I had already paid. The store staff could not explain the issue and contacted customer service on my behalf. Customer service advised that I needed to reload my account again.
Following this instruction, I added another €15 and registered for the 80 GB plan. However, this does not address the main problem. I had already paid an initial €20, and I have still not received any clear explanation of where this €20 went.
Neither the store staff, customer service representatives, nor the O2 Community were able to provide a clear answer or effective solution. This shows a lack of proper account review and customer support.
Due to the continued failure to resolve this issue, I am now preparing to file a formal complaint with the Bundesnetzagentur, the Verbraucherzentrale, and the EU Online Dispute Resolution platform.

7 Antworten

o2_Gerrit
  • o2_GerritModerator
  • Moderator
  • December 18, 2025

Hello ​@Benj, 

welcome to mour o2 Community 🙂

That is frustrating after topping up still not having the data plan you chose.

Which way did you chose to top up and then chose a data option?

Best Regards,

Gerrit

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  • Benj
  • Autor
  • Besucher:in
  • December 19, 2025

​@o2_Gerrit My wife used the O2 app to top up and choose the plan to my number. Could you please check my account? My wife already called customer service, but it seemed like the representative was not sure what to do. Yesterday, the representative said she would send us a text message with a service request number, but we did not receive any message.

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  • Benj
  • Autor
  • Besucher:in
  • December 19, 2025

Now it keeps me charging €1.49 per day.

Where is the o2 prepaid L I've purchased.

I need urgent assistance.

​@o2_Gerrit

Edit o2_Kathi 19.12.25 Phone number removed for data protection reasons

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  • Benj
  • Autor
  • Besucher:in
  • December 22, 2025

Unfortunately, very poor customer service experience.
My prepaid plan was already paid for, but it was not activated and the amount was deducted from my balance. I contacted customer service several times, but instead of clear help, I received confusing answers, no real solution, and no follow-up. One representative even promised a message or service request, but nothing was ever sent.
The agents did not seem to fully understand my issue or take the time to properly check my account. This was very frustrating and stressful. When you pay for a service, you expect it to work and if there is a problem, you expect proper support.
O2 is a big company, but the customer service was extremely disappointing and unhelpful. I originally planned on joining T-Mobile, but since my wife was already an O2 subscriber, she decided me to join with O2. After this experience, we are now both considering leaving our business with o2 and looking for a company that actually provides the service customers pay for. With this kind of service, O2’s “Can do” slogan feels misleading and far from reality.

​@o2_Gerrit ​@o2_Kathi 

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Besucher:in
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  • Benj
  • Autor
  • Besucher:in
  • Lösung
  • December 22, 2025

I visited an O2 store and showed them my account because my prepaid plan was not activated even though I had already paid. The store staff could not explain the issue and contacted customer service on my behalf. Customer service advised that I needed to reload my account again.
Following this instruction, I added another €15 and registered for the 80 GB plan. However, this does not address the main problem. I had already paid an initial €20, and I have still not received any clear explanation of where this €20 went.
Neither the store staff, customer service representatives, nor the O2 Community were able to provide a clear answer or effective solution. This shows a lack of proper account review and customer support.
Due to the continued failure to resolve this issue, I am now preparing to file a formal complaint with the Bundesnetzagentur, the Verbraucherzentrale, and the EU Online Dispute Resolution platform.

    B
    Besucher:in
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    • Benj
    • Autor
    • Besucher:in
    • December 23, 2025

    Close this thread thanks for nothing!

    ​@o2_Gerrit ​@o2_Kathi 

    o2_Rebecca
    • o2_RebeccaModeratorin
    • Moderatorin
    • December 30, 2025

    Hello ​@Benj ,

    I'm sorry that you've had such problems with the prepaid tariff so far. If you would like to involve other parties, of course you can do so. 

    Nevertheless, we would like to continue to support you if you still need assistance. 

    Which package have you currently booked? Is the package working as it should, or is the Day Flat for 1,49 EUR still being booked despite still remaining data volume?

    Let us know if we can still help you.

    Kind regards, Rebecca

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