O2 | FAQ

I have entered an incorrect PIN code three times and now my phone requires a PUK code. Where do I find it?

Is it possible to make cheaper international calls?

How can I activate internet on my mobile?

I cannot send MMS messages, what should I do?

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Prepaid card Expand

Generally about the prepaid card Expand

How can I activate internet on my mobile?

How can I cancel voicemail?

Can I change my tariff?

How do I choose my reward with the NA!HLAS and NA!PIŠTE tariffs?

I want to transfer my number to a different operator. What should I do?

Can I use a prepaid SIM in any phone?

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Credit and recharging Expand

What is the most cost-effective way of recharging my credit?

How can I find out the credit status on my SIM?

I have a recharging coupon which is illegible. What should I do?

I have recharged someone else's phone number by mistake. What can I do?

Is the validity of a prepaid SIM card limited in any way?

What happens to the credit on my prepaid card if I transfer to a postpaid tariff?

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SMS, MMS Expand

What if I have a negative credit for the reception of MMS on my SIM card?

What do I need to do for MMS messages to work on my phone?

How are SMS messages billed?

I cannot send SMS messages and call numbers starting with 900. Why?

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Roaming Expand

What fees do I pay if I call from abroad? Does it matter which country I'm in?

I am about to travel abroad. How do I set up Roaming?

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Mobile tariff Expand

Generally about a mobile tariff Expand

How do I extend my contract?

Can I find out how much I've spent before the billing period ends?

How and when can I change my tariff?

What is an identification number and why do I need it?

When do you refund my O2 Zero tariff guarantee?

Who should I contact if I wish to get postpaid services?

If I transfer to postpaid services, can I buy a mobile phone?

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Mobile+ (phones for subsidized prices) Expand

What happens if I have a subsidized phone and I transfer to a different tariff during my contract?

Is it possible to have a subsidized mobile phone and an O2 NEON tariff at the same time?

Can I cancel a signed contract prematurely?

Who is the offer of subsidized phones designed for?

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SMS, MMS Expand

What do I need to do for MMS messages to work on my phone?

Can I get cheaper SMS messages?

How do I set up a message delivery confirmation?

I cannot send SMS messages and call numbers starting with 900. Why?

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Roaming Expand

What roaming tariffs do you offer?

Can I change the O2 Eurotarif tariff?

How can I use my mobile phone abroad?

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Forwarding and blocking of calls Expand

How do I cancel my voicemail?

How can I have calls forwarded to a different number and how much does it cost?

How can I cancel transferring of calls to my voicemail?

How do I block calls on my phone number and how much does it cost?

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Most frequently asked questions by a new customer of mobile tariffs Expand

When do I get my first invoice?

What is an identification number and why do I need it?

When will I become a postpaid customer?

How does voicemail work?

How can I get a new subsidized phone?

When can I start using Roaming?

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Online dobíjení (CZ only) Expand

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Simzdarma (CZ only) Expand

How many prepaid O2 SIM cards can I order?

When will I receive my O2 SIM card?

How do I activate my prepaid O2 SIM card?

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Calling at home Expand

Generally about fixed-line calling Expand

I’m moving to a new address. What happens to my calling from home service?

Can I use my free minutes even into networks of other providers?

An item labelled “others” appeared on my bill. What does it mean?

Is it possible to temporarily suspend my O2 fixed line?

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Voicemail Expand

Is the service available for every line?

How long from ordering will the service be activated?

With which voice tariff can I get Voicemail?

Will Voicemail work even with my phone?

How much does Voicemail cost?

How can I reach my Voicemail?

How can I listen to my messages?

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SMS messages in the fixed line Expand

What do I need to use SMS services in a fixed network?

How are fees for sent SMS messages billed?

When will the SMS service in a fixed network be set up for me and how do I find it out?

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Internet Expand

Internet on Your Mobile Expand

How do I activate Internet on Your Mobile?

How do I deactivate Internet on Your Mobile?

What is the connection speed?

Do I need to change my phone settings?

What is the difference between the O2 Internet on Your Mobile Start tariff and the O2 Internet on Your Mobile tariff?

Can I use Internet on Your Mobile without a tariff?

Can I use Internet on Your Mobile abroad?

How do I block internet connection abroad?

Can I use the Internet on Your Mobile tariffs to connect on my notebook?

Can I use Internet on Your Mobile all over the Czech Republic, or only in places with 3G network coverage?

What is FUP?

Where can I find my FUP status?

What happens when my FUP has been used up?

When is FUP drawing cleared?

Can I use Internet on Your Mobile for something other than browsing websites?

Do you support tethering for iPhone?

Can people call me when I am using Internet on Your Mobile?

Can I limit or block the internet connection on my phone?

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Mobile Internet Expand

General info Expand

How do I get mobile internet?

What devices do I need?

How long will it take from ordering a monthly mobile internet tariff to getting connected?

Can I get connected to the internet even without daily bundles or a monthly postpaid fee?

Can you protect my computer against viruses?

What is FUP?

Where do I find out how much of my FUP limit I have already used up and when my FUP usage gets reset?

What happens when FUP has been used up?

When is FUP drawing reset?

Do I pay for connection even if I only visit the web self-service at www.o2pripojse.cz?

Web self-service is not automatically opening. What shall I do?

O2 Connection Guide does not work. What shall I do?

Can I use mobile internet abroad?

Where can I find the phone number of the SIM card that I use to get connected?

Can the SIM card that I got with my mobile internet be used like a regular SIM, to make calls?

If I get connected using my notebook and a phone, will my number be available for calls?

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Modems Expand

What is the O2 Connection Guide for?

Do you have a modem compatible with MAC OS?

Can I get connected to mobile internet without a USB modem?

What are the minimum system requirements to install a USB modem?

Can I use the USB modem on a different notebook or a PC?

Can I use the modem in different USB ports of my computer?

I have connected a new USB modem but nothing happens, installation has not started automatically. Why?

Where can I get current controls for my modem?

Does the Huawei E1750 modem only work for internet connection?

The modem often switches from 3G to EDGE. Can I set up a 3G preference?

When my modem is connected it does not register a signal.

I have the Huawei E1750 modem. What do the different controls of my modem mean?

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Technology and connection speed Expand

What is the connection speed?

How do I find out with which technology I am currently connected to the internet?

What is the current coverage of individual technologies?

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Prepaid package Expand

I have bought an O2 Mobile Internet set. How can I activate the prepaid period of internet connection?

I have a set with a month of internet included in the price. How do I find out how much longer I can be connected?

What happens when I'ver used my prepaid internet time?

How do I find out the status of my credit?

Why isn't my credit being displayed?

How long does it take for a daily bundle to get activated after I've ordered?

I have activated a daily bundle. 24 hours have not run out yet but I have already used all my data. What can I do?

Can I get connected multiple times with one daily bundle?

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Home internet Expand

General info Expand

What kind of home internet can I get from O2?

How fast is O2 internet?

How can I check my connection speed?

Do I need a fixed line from you to get home internet?

Can I connect to the internet on more than one computer at a time?

What do I need if I want to have wireless internet at home?

Can I use home internet and watch O2 TV on one line at the same time?

Is there a limit to how long can I be online, or how much data I can download?

I’m moving to a new address. What happens to my Home Internet?

I heard you sped up your internet in May 2011. What does that mean for me?

How can I speed up my internet?

Can new customers get faster internet too?

Can you help protect my computer against viruses?

Can I limit the websites my kids can access?

I get my home internet from O2. Can I get any special offers on other services?

How does the O2 SIM to SIM service work? Is it really free with the internet?

Is it possible to temporarily suspend Home Internet?

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Ordering and activating Expand

What is a connection test?

How long does setting up a new connection take?

How can I get O2 internet?

Can a technician install mobile internet for me?

Can O2 install a modem that I bought somewhere else?

When will you start billing me?

Can I install the internet myself?

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Technology and devices Expand

Where can I find detailed information about your modems?

Where can I get instructions for setting up my modem?

How close to the exchange do I have to be to connect to the internet?

What does a WiFi modem do?

My internet is slower than the speed that I ordered. Why?

I'm having technical problems. What shall I do?

If my connection dies how long will it take you to fix it?

The modem I bought is faulty but I do not have a filled-in guarantee certificate. What can I do?

Can I choose my modem?

Can I use a modem I haven't bought from you?

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IP address Expand

How can I find out my IP address?

Can I get a fixed IP address with my internet connection?

What type of IP address do I have?

I can't send emails. What shall I do?

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O2 Hot Spot Expand

What do I need to do to use O2 Hot Spot WiFi?

Where can I buy recharging coupons?

Do I have to be a customer to use O2 WiFi?

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O2 Fiber Expand

Can I use O2 Fiber services?

Who can tell me more about O2 Fiber, its prices and service availability?

What is O2 Fiber?

Why did you increase the price of one tariff by CZK 1 and decrease the price of another by CZK 350 as of January 1, 2011?

As of January 1 2011 you changed the speed of O2 Fiber tariffs from symmetric to asymmetric. What does this mean?

O2 Fiber services in my area are cheaper than the price you give here.

I'm having a technical problem with the O2 Fiber service. Who can I contact?

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Faster internet Expand

What's the process when you speed up internet connection?

Why do I need a new modem to speed up my connection?

After I've connected my new modem, how long will it be before my connection becomes faster?

Will I lose my internet connection for a while when I get faster internet?

Can I use my own VDSL modem?

Does my IP address change when my internet speeds up?

Didn't find what you were looking for? Ask our O2 gurus on Facebook, Twitter or the O2 Forum.

Digital Television Expand

O2 TV: General information Expand

How do I order O2 TV?

Do I have to have internet from O2 to order O2 TV?

Can I get O2 TV even if I have internet from a different provider?

Do I need a computer to use the O2 TV service?

Will O2 TV work with my old TV set?

How is O2 TV better than classic broadcasting via the air or satellite or cable?

Does O2 TV get teletext?

I’m moving to a new address. What happens to my O2 TV?

Is it possible to temporarily suspend O2 TV?

Didn't find what you were looking for? Ask our O2 gurus on Facebook, Twitter or the O2 Forum.

O2 TV installation Expand

Can I install O2 TV on my own?

How long after ordering will it take to get O2 TV?

What does the self-installing package contain?

How much will I pay for the self-installing package?

What if I can't install O2 TV?

What do I get when I pay for installation by an O2 technician?

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Channels Expand

How do I order indivdiual channel packs?

How many channels do I get in the basic O2 TV offer?

How many channel packs can I order?

How much does the O2 TV Flexi basic offer cost?

Is it possible to change my choice of channels later?

I want to buy more channel packs. Can I get a discount?

Can I get HBO in the basic offer?

I have O2TV Zábava (O2 TV Kino, O2 TV Sport). Can I switch to the O2TV Flexi channel offer?

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O2 TV recording Expand

What do I need to do to start using O2 TV Recording?

What is my recording capacity?

How do I set up recording?

Can I record the show that I'm watching at the moment?

If the show I'm recording finishes later than scheduled will I miss the end?

Didn't find what you were looking for? Ask our O2 gurus on Facebook, Twitter or the O2 Forum.

Video on Demand Expand

How do I order a movie from Video on Demand?

How do I pay to rent movies with Video on Demand?

How long does it take till a movie from Video on Demand is ready to watch?

Can I record shows from Video on Demand or from TV on my external video recorder?

Didn't find what you were looking for? Ask our O2 gurus on Facebook, Twitter or the O2 Forum.

O2 TV and Home Internet Expand

I have Home Internet and I would like to get O2 TV with it. Will I need a new modem?

How does watching O2 TV influence the speed of my internet connection?

Could my internet stop working when I watch O2 TV?

Do I have to turn off my set-top box to get back to full internet speed?

How long does it take before I have full internet speed after I put my set-top box on standby?

Will using the internet and O2 TV at the same time decrease the quality of picture and sound on O2 TV?

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Multi – O2 TV on two TVs Expand

How can I watch O2 TV on two TV sets?

How do I order the Multi service?

I have O2 TV and I want to buy a second TV set but my modem only has one TV output.

Can any O2 TV customer get the Multi service?

Do I need a second set-top box for the Multi service?

How much does the Multi service cost?

Can I watch O2 TV on more than two TV sets?

What line capacity will I use by watching O2 TV on two TV sets at the same time?

Are the PIN and the parental lock the same for both my O2 TV sets?

My second TV set is a long way from the modem. Is there an alternative to connecting the modem and the set-top box by a cable?

Who do I contact if I have a problem with the Multi service?

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Devices and tech support Expand

I have Home Internet and I want O2 TV too. Do I need a new modem?

What set-top box do you deliver with O2 TV?

Can I use my own set-top box?

Will O2 TV work with my old TV set?

Is there a software replacement for the set-top box?

Is it possible to receive DVB-T broadcasting with O2 TV?

Who can I contact if I have technical problems with O2 TV?

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Troubleshooting Expand

What should I do if my TV only shows black and white?

What should I do if my screen is striped over?

The picture is wider (or narrower) than my screen. What shall I do?

What if I can't hear anything?

The image on my screen is distorted by little squares. What should I do?

The sound is not synchronized with the picture. What should I do?

Why can’t I play Video on Demand movies through an HDMI connector?

I get the following failure notice when my set-top box starts running: DHCP setting (option 240) does not contain the correct OPCH address.

What is the reaction time to an O2 TV service interruption?

What constitutes a complaint?

What is the initial setting of the ordering PIN and the parental lock PIN?

What can I do if I forget my ordering PIN or my parental lock PIN?

I have lost my set-top box remote control. Can I buy a replacement?

At what definition does O2 TV broadcast?

How do I get to the Technical Settings menu?

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Billing and payment Expand

What are Payment Transactions and why are they listed separately on the invoice?

What should I prepare if I need to call you with regards to my billing?

What should I do if I do not receive an invoice?

Why have you not included a detailed list of my calls with my invoice?

Is it possible to temporarily suspend fixed services like O2 TV, Home Internet, or a fixed line?

How much is a detailed list of calls?

Can I find out how much I have spent on calls during a billing period?

What is the bank information for O2?

How can invoices be settled?

Can I settle my invoice directly in a shop?

What is the maturity of invoices?

I have paid a deposit and it is listed on my invoice, when and how will I get it back?

What does “Doúčtování do výše minimálního plnění" (subsequent billing to the minimum commitment amount) on my invoice mean?

Should I settle my invoice if I am submitting a complaint?

If I submit a complaint and it is recognize, will you correct my invoice and issue it with a new sum retrospectively?

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My O2 Expand

General information Expand

What’s My O2 for?

I already use the O2 e-bill service - how is My O2 different?

The personal data in My O2 is not valid – what shall I do?

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Registration and login Expand

Registration Expand

What do I need to register at My O2?

How long does registration take?

Should I register on My O2 for each of my services separately?

Who can register at My O2?

Where can I find identification number and variable symbol?

Where can I find the telephone number for O2 Internet or O2 TV?

The system has displayed a message saying my number is already registered.

The system has displayed a message saying I can’t register with my number.

The authorization code has been sent to my mobile data number, what should I do?

During the registration process I have not received authorization code, what should I do?

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Login Expand

Can even customers with a prepaid O2 card log into My O2?

I cannot login to the My O2 application, what should I do?

I have forgotten my username or password.

What should I do if I have forgotten my contact email or telephone number?

What are the rules for setting up a username?

What are the rules for configuring a password?

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Single-use login Expand

What is the single-use login for?

Do I have to be registered if I want to use a single-use login?

Why can’t I change the settings of electronic billing when I have logged in using a single-use login?

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Overview and service settings Expand

I have a mobile voice tariff. What will I see and what can I change in My O2?

Can I change my mobile data tariff to a different one on My O2?

What can I set and change for O2 Internet?

I have O2 TV - can I change the settings of my channel packs in My O2?

The phone displayed in the My Telephone section isn’t the model I have - what shall I do?

What can I change in the “Account Settings”?

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O2 e-bill Expand

Activation of the O2 e-bill service Expand

Where can I order O2 e-bill?

Is it possible to order the service O2 e-bill on the O2 customer line or in O2 Shops?

Do I have to have a separate username and password for each of my telephone numbers?

Do I have to be connected to the internet from my home connection when I order or use the O2 e-bill service?

What is the difference between the O2 e-bill and e-bill business services?

What is the price of the service O2 e-bill?

Does the establishment of the service O2 e-bill influence the provider of internet connection which I utilise for internet access?

Didn't find what you were looking for? Ask our O2 gurus on Facebook, Twitter or the O2 Forum.

O2 e-bill settings Expand

Can anyone else view my electronic billing in My O2?

What should I do in the case of difficulties with the display of electronic billing?

Can I cancel the O2 e-bill service?

If I cancel the O2 e-bill service can I re-order it?

The payer of my telephone station has changed, and I can no longer display my O2 e-bill. How should I proceed?

I have established another telephone station. Will I see a detailed statement in My O2, or do I have to re-order the service?

Is it possible to order the O2 e-bill service retrospectively? For example, can I view my bills from last year?

Didn't find what you were looking for? Ask our O2 gurus on Facebook, Twitter or the O2 Forum.

Electronic billing and detailed statement of calls Expand

When are the changes in the O2 e-bill service variant reflected in my billing?

I pay charges for the services of Telefónica Czech Republic, a.s. by postal order. Can I use the O2 e-bill service variant without the sending of a hard copy of billing?

I selected the possibility “Do Not Send a Hard Copy of Billing” in the O2 e-bill application, but I still got my paper bill. What went wrong? Do I need to apply again?

If I use an O2 e-bill, will I no longer get a printed bill?

When at the earliest can I find out in O2 how much I had spent on calls in the preceding billing period?

How long will each bill be saved?

How can I find a detailed call statement for a telephone number?

How can I change my settings for hard copy billing?

Where can I download PDF bills?

How do I set up getting my bill by email?

How do I get notification that my new bill has arrived?

How do I get to the detail of a specific bill?

Where do I find Billing Settings?

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Network documentation Expand

Je možné elektronické doručení Vyjádření? (CZ only)

Pro vyzvednutí Vyjádření z Vašeho serveru musím použít Autorizační kód, který mám obdržet prostřednictvím SMS na mobilní telefon. Proč jsem SMS s autorizačním kódem neobdržel? (CZ only)

Požádali jsme o zaslání trasy sítě v .dgn, soubor dgn jsme obdrželi, ale proč nelze otevřít? (CZ only)

Existuje legenda k obsahu *dgn souboru?

Jakou podobu má standardní Vyjádření o existenci SEK vydané společností Telefónica (CZ only)

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Other Expand

Pro zdravotně postižené (CZ only) Expand

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Solus (CZ only) Expand

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