Girl with phone in handIf you encounter any problems with your German sim card, you should reach out to the customer service of your respective provider. A few things can only be corrected through the phone and the customer service personnel is also happy to answer any questions you might have about using your sim card in Germany. Usually, all employees speak English as well.

The fastest way to contact customer service is through the support hotlines. However, be aware that you could encounter long wait times (up to 30 minutes) or automatic machine menus in German. If you choose to call one of the hotlines, it is advisable to ask a German-speaking friend to help you. If you choose to write an email, you might only receive a reply after a few weeks.

Note that you need to be a current customer to benefit from this service. If you are looking to order a sim card, please read our overview.


German Telekom provider logoTelekom Customer Service

Telekom Help Website for all contracts: Telekom General Support Website

Hotline for SIM card contracts (free of charge within Germany): 0800 33 02202

Hotline for landline contracts (free of charge within Germany): 0800 33 01080

Hotline (from the Telekom network): 2202

Hotline (from a foreign country): +49 171 252 2202

E-Mail Contact: kundenservice.mobilfunk@telekom.de-mail.de


Vodafone Customer Service

EU-Roaming Hotline: 12220 (from Germany)  |  +49 172 12220 (from within EU)

For Vodafone Prepaid customers (CallYa): 

Hotline: +49 172 229 0 229

Top Up Credit in a foreign country: 22922

E-Mail Contact: Use contact form (only in German)

For Vodafone Postpaid customers:

Hotline (free of charge within Germany): 0800 172 1212

Hotline (from the Vodafone network): 1212

Hotline (from a foreign country): +49 172 12 172 12

Fax: 02102 98 65 75

E-Mail Contact: Use contact form (only in German)


O2 Customer Service

General Hotline: +49 89 – 787 979 400 (Mon-Fri: 8am – 8pm, Sat: 10am – 6pm)

General Hotline (from a foreign country): +49 176 – 88 85 52 22 (Mon-Fri: 8am – 8pm, Sat: 10am – 6pm)

Hotline (from the O2 network): 1414

Hotline (from the O2 network): 55222 (0.20€ per call)

E-Mail Contact: No E-Mail Contact available, only Chat-Support (Mon-Fri: 8am – 8pm, Sat: 10am – 6pm)

Fax (for contract cancellation): 01805 571766


Congstar Customer Service

Hotline: 0180 6324444 (Mo-Sa: 8am – 10pm, Sun: 9am – 6pm) (0.20€ per call from landline, 0.60€ per call from mobile)

E-Mail Contact: Use contact form (only in German)

Chat-Support: Start Chat-Support (Mo-Sun: 8am – 10pm)


Germany ALDI TALK SIM CardsALDI TALK Customer Service

Hotline: +49 (177) 177 1157 (Mon – Fr from 7 a.m. to 11 p.m., Sa – Su 10 a.m to 6 p.m.)

From Germany: Please dial 1157 from your ALDI TALK mobile phone.

E-Mail Contact: Use contact form


contact details Lebara GermanyLebara Customer Service

Hotline: +49 (1806) 532 272 (Mon – Sun from 9 a.m. to 9 p.m.) (0.20€ per call from landline, 0.60€ per call from mobile)

From Germany: Please dial 5588 from your Lebara mobile phone. (0.15€ per call).

E-Mail Contact: Use contact form

Chat-Support: Start Chat-Support


20 Responses

  1. Jimbob

    Hi – any chance of a English speaking ALDI representative? Or what option do I press when I ri g the hotline. Thanks if so

  2. Guido Kohn

    Hi! I moved to Germany a few weeks ago. I wanted an internet plan and bought the Aldi Starter pack (I don’t know if this was the right choice). It took several days to activate with the video-chat and personal identification in the post office and what that was done, I went to Aldi and asked for 10 euros internet plan. That was two hours ago, and now I don’t have any credit any more. What am I doing wrong? The people in the shop weren’t able to assist me because of their poor English… thanks for your time!

  3. Naneth

    My sim is locked and I need a PUK code but I have not the PUK code anymore ..what should I do..

  4. SL

    I’m American coming to Germany to study for 6 weeks. I’ve been told that I’m not eligible to buy a local German SIM card due to my short duration in Germany. Supposedly, you must stay more than 90 days to purchase.

    Any truth to this?

    Great website!

    Many thanks!

    • SL

      I’m receiving conflicting information from professor in charge of study abroad who just wrote this:

      “Due to changed regulations, you will not be able to purchase a SIM card in Germany. Please speak with your service provider in the U.S. and your parents to make sure that you can use your phone in Germany, Austria, and any other country you are planning to visit. Keep in mind that you might have to purchase a separate international data plan.”

      Clearly, someone is misinformed but I don’t know who

    • Freddy

      @MyGermanPhone
      Well, since 2018, even prepaid SIM cards must be registered by verifying one’s identity. This can take several days and I am not sure whether it works without bigger issues for foreigners, especially when they are non-European.

    • MyGermanPhone

      Identification is possible online via video chat and takes just a few minutes. Non-EU foreigners can just indicate that they use their passport for identification and it should work without any major problems.

  5. Jay

    Hi Team, Could you please help me by explaining how to change the language to English from German in ‘MeinVodafone’ App for Android phone? It would be very helpful if you could tell which options to click. Thanks in advance.

  6. Sterin sebastian

    I took a o2 postpaid sim card then i activated. But it is not working. When i am doing again it is showing your sim is already activated but am not getting range or message or anything what should i do.

  7. Chris

    I am trying to add some GB to my callya. Already purchased 15euros of credit but cannot send SMS (even though i have credit) or download the app(because i am outside Germany) and the phone calls all German menu.

  8. Samer

    ALDI talk… The SIM is locked and I need the PUK code… How can I get it?…thanks.

  9. Jestin

    Hi I wanted to talk to someone at AldiTalk, when i call on the number mentioned above, the automated response is in Germany, dont know what to do. I have an aldi talk prepaid number and it has somehow got deactivated (for whatever reasons) how do i get it reactivated as I have been using the number for 3 years now.

    • Freddy

      Bad luck, buddy. If you do not recharge for two years, a card can be deactivated to make the number available again to other customers.

  10. O. Zuniga

    Information is not correct. I have had problems with a prepaid SIM card that was never activated while on my holiday in Germany. It has been impossible to find an English speaking representative–or one willing to speak English. They are generally rude and quick to end the call on their side. Even when I was instructed to say “operator” if I wanted to speak to an English language operator, the answer was in German and the call dropped.

    • Max

      Hi Zuniga, exactly they all knows English, but don’t speak. Very rude on the phone. Experience with O2 . After 2 times of call you get English person otherwise if you say anybody speaks English they say NUR GERMAN.

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