Very disappointing experience with my contract and customer service

If a My Handy contract is terminated due to non-payment, it cannot be reactivated. You can, at most, arrange an installment plan with the finance department for the €1200. And yes, this can only be done by phone, or you can use the debt collection chat, if it's working.

https://www.o2.de/mahnwesen-chat

Good morning ​@cmdrootaccess  and welcome back to our community 😊

We are happy to hear from you again, even if the reason for it is not a pleasant one.

I understand how frustrating your situation is right now. So you only updated your address with us after the fact? We usually send payment reminders via text message. Reminders are then sent by regular mail.

Your bank should also inform you about returned direct debits, for example. Some time must have passed before we terminated the o2 my mobile phone contract.

Bumer is right, if we have canceled an installment plan due to late payment, the installment payment cannot be reactivated. The remaining balance for the device is then due immediately. Please feel free to contact us via our dunning live chat, which Bumer has already linked for you. There you can also make a payment agreement with us, which is not possible here in our community. This is probably a better option for you than calling us and having to ask someone for help.

Kind regards

Kathi

Hello ​@o2_Kathi , lets say everything you said is correct. Here is another issue i am facing with the contract APPLE WATCH ULTRA 2 NATUR, MILANESE . There was a 3 months balance and it showed me that i should pay before a certain date 2 weeks ago. I made the payment immediately and guess what it shows next after the payment was received ? the contract was terminated and this is what it shows.
 

now you might think am crazy, here is another situation:

I paid 90 euros in the shop for my cellphone connection which was for 2 months, because its about 40 euros each month. Guess what it shows now after i pay ?

right now it shows

Für Kundennummer: xxxxxxxxxxxxx

Rechnungszeitraum: vom 13. des Monats bis zum 12. des Folgemonats

127,81 €

Letzte Rechnung vom 18.02.2026
fällig zum 25.02.2026

But i already paid the 86 euros + 3 euros in the shop. 

And when i open the receipt it shows.

Rechnungsbetrag (davon enthaltene MwSt. 6,46 €) 41,67 €
Offener Betrag aus dem Vormonat 86,14 €
Zu zahlender Betrag 127,81 €
 

Why isnt this being updated ? 

To make things worse, nothing is ever sent via email notification, not even payment reminders. Vodafone always sends such payment reminders via email with the option to pay immediately by card and get done with it.

Maybe this is a systematic issue with o2 ? 

Also when i called the finance department for the Macbook , 2 weeks ago, guess what they told me ? just pay all your balance and we will reactivate the Macbook and the rate will continue. Thats when i paid everything, the  APPLE WATCH ULTRA 2 NATUR, MILANESE wasnt even canceled then. They only manually cancelled after payment. 

I even have a witness for this 
edit o2_Solveig 01.03.2026, 09:28 pers. Data 

Nobody is doubting what you were told on the phone, but what you were told is incorrect. Installment plans are credit agreements if you miss several payments then the agreement us cancelled as is normal practice everywhere. You also need to bear in mind that these are automatic processes.

Of course we could discuss at length whether there are better ways of communicating, and whether company A does things better than company B but actually o2 sends both emails and SMS as well as letters, so it us strange you seem to have received nothing at all. Notwithstanding this, it is not exactly plausible that you were not aware of missed payments as these would have shown up on your bank account.

Regarding the information online, the lack of updates may be connected to the terminated installment plan. You should, however, check that your transfers included the correct customer number for each contract separately.

Hello ​@cmdrootaccess ,
the cancellation of the APPLE WATCH ULTRA 2 NATUR, MILANESE should have been cancelled. 
However, this is only possible at least 14 days before the cancellation date. 
After that, the cancellation can no longer be stopped and the instalment payment can no longer be used. 
The £87 for the mobile phone contracts has been received.
Our invoices are issued for a past period.
When you paid, the invoice had already been issued.
On page 3, under ‘Amounts from the previous month’, you will find a note stating the deadline by which the payment could be taken into account for printing (until 13 February 2026). 
Only EUR 40.81 for the current month is now outstanding for the mobile phone contracts.
I agree with bso. 
Unfortunately, you received incorrect information on the telephone. 
The deactivation of the instalment payment plans can only be stopped if payment is made at least 14 days in advance and the dunning department is then also informed. 
The cancellation must be stopped manually. 
As you did not change your address in our records, the reminders were not delivered. 
I hope you were able to arrange a special payment arrangement with the reminders department for all payments that are now due immediately. 
Kind regards, 
Solveig