Hello @Sk Fazla Rabby,

welcome to our o2 Community

I'm sorry you lost your phone, that's always very unfortunate.

Is your phone number a contract or a prepaid card? In order to port it to another provider, you will need to release the phone number if the card has not yet been canceled. This is only possible through our customer service if you do not have online access. The best thing to do is contact our English hotline directly: 089 66 66 30 081 (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays)

If you have any further questions, please let us know.

Best regards

Giulia

Hello, @o2_Giulia 

the hotline number seems to now connecting for some unknown reason. I've tried calling them couple of times between 18:00- 20:00,  but unsuccessful. is there any other way of communication? thanks

@o2_Giulia Hi, 

we‘ve found the PUK code. I tried to call the customer care. The English hotline number is unfortunately only for Postpaid customers. For prepaid customers, only deutsch. Anyhow I managed to call there. They told me, only way is to send a letter to the registered address. Since the address is very old and she moved from there few years ago, it might not work that way. Fortunately we‘ve found the SIM jacket and the PUK code is written on it. Can you please help somehow??

Hello @Sk Fazla Rabby,

In this case, I would recommend that you cancel the prepaid card as soon as possible. After deactivation, the phone number is automatically released and can be ported to another provider.

I have no experience of how long this will take, but you should expect it to take a few days. To cancel, please use our online cancellation form.

In any case, you will not lose your phone number, that's for sure.

Best regards

Giulia