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I haven't received my router


Benutzerebene 1

I have registered for o2 DSL few weeks ago, the technician came to set up the internet connection today and all looks good. But I’m still waiting for the router I ordered with my contract. Any idea where can I check the status of this? I received no emails, SMS, nothing about this and i’m still waiting.

Any help will be greatly appreciated.

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Lösung von o2_Manga 2 June 2021, 15:56

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19 Antworten

Benutzerebene 1

Now the chat support says “I have not ordered a router” even though in the email sent after the registration it states “Shipping Costs” which is supposed to be for the router. I don’t understand how will I be charged shipping cost for something I didn’t order…?

Benutzerebene 7
Abzeichen +5

@alexmansoor Can you please post a Screenshot from thiswithout any personal data please?

Benutzerebene 1

@Joe Doe thanks for your quick reply. Here is a screenshot:

 

I’m even being charged extra on monthly basis (given i’m an existing customer) JUST for the router.. :facepalm:

Benutzerebene 1

I am very sure that I have ordered a router when I ordered the contract..

Benutzerebene 7
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If you have tried to order o2 my Home L with a Fritzbox 7590 as a new o2 DSL customer: This is currently not possible because AVM is not able to deliver. The remaining stocks of the Fritzbox 7590 can only be rented together with o2 my Home XL.

Benutzerebene 1

Hi @blablup,

thanks for your answer.

Yes, I believe that’s exactly the router I’ve order with my Home L! So, do you happen to know what would happen now for my case? Am I going to be charged extra monthly plus the shipping costs for something that I’m not going to get?

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@alexmansoor How you exactly order your dsl contract? (Shop, Online o2, Hotline or Comparison portal)

Benutzerebene 1

@Joe Doe I ordered it online on o2’s website (https://www.o2online.de/)

Hi @alexmansoor 

welcome back to our community. :slight_smile:

Thanks at @Joe Doe and @blablup for assisting you. If you ordered a Fritzbox 7590 to My Home L it doesn’t work. Obviously the website made a mistake being too slowly updated by suggesting the Fritzbox. When I checked your order in detail there is no monthly charge of 5,99 EUR for the rent and no shipping costs mentioned in the contract. So if you get charged by mistake please let us know in July when the invoice is released. 

So what about the hardware? We are able to send you a Homebox retroactively. It will arrive within five working days. There is the provisioning price of 49,99 EUR once and the monthly fee of 2,99 EUR in addition to your basic charge. Please think about these cost because the o2 router is always for rent and has to be returned after the contract is finished (same with the Fritzbox) This is not an installment plan where you finally own the device. 

So let us know how to proceed. Gladly awaiting your reply.


Greetings

 

 

 

Benutzerebene 7
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@alexmansoor i strongly recommend a fritzbox 7490, 7530 or 7590 from the free market for you. And no o2 homebox from eBay kleinanzeigen etc. This will not work at your dsl line.

Benutzerebene 7
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You can also google for Router Miete and rent an AVM Fritzbox 7590 there. It’s cheaper than o2.

Benutzerebene 1

Hi @o2_Manga 

Thank you very much for your answer. 

For me it’s fine as long as I’m not charged for something I’m not going to get. If I got charged in the July bill I will let you know.

As for the hardware, thank you but Homebox is not needed, I will just buy my own Fritzbox instead.

Cheers.

Benutzerebene 1

Thank you @Joe Doe and @blablup for your input :slight_smile:

similar situation here, I have talked to customer support TWICE, with 2 different persons who told me my router will be delivered BEFORE the start of my contract which is on 22 august, Monday.

now it is the weekend before that Monday, and pretty surely I will not have a router from O2 on the day the contract starts.

 

how is this possible?

Hello @MucBenutzer,

and welcome to our o2 Community 😊

I have just checked the status of your order, our customer support have already ordered a router for your internet connection today. If the router is not ordered in advance, it can only be delivered after the connection has been activaded, unfortunately. You will receive the router in the coming days, it will be delivered by DHL.

Please let us know if you have any further questions.

Best regards

Giulia

hi @o2_Giulia 

thanks for the update - this was not communicated to me and is unacceptable. I need my connection every day. in fact, yesterday was the first time in 18 years that I was left with no internet.

I already bought a router yesterday morning and set it up. how can we cancel the rental router option?

 

thank you.

Hello @MucBenutzer ,

the router has already been handed to the shipping company. You can either deny receiving the package or return it immediately once you have gotten it. The necessary documents to return the router can be found online. Should you need help with this, please let us know.

 

Kind regards, Sven

Dear @o2_Sven ,

I have denied the package from DHL and it was sent back to O2. is there anything else to do from my side, as I still see the “Option AVM FritzBox 6660 monatlich 4,99 €” option active in my O2 account?

Hello @MucBenutzer,

our customer support has already tried to contact you regarding the returned package in order to verify if this was a mistake or wether you want to cancel the router.

I have now informed our logistics department to cancel it.

Best regards

Giulia

 

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