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Refund after returning O2 router

  • 23 February 2021
  • 7 Antworten
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A
Rang

Hello,

So, I have just terminated my O2 contract dsl contract and moved from Heidelberg to Munich.

I had two router one defective and one working. Both the routers were returned and O2 has acknowledged that they have received it.

  1. However, they have previously deducted one routers’ amount , I would ideally like to get a refund, is that possible ?
  2. In my O2 account it now says “You have an Internet & landline order (order number: XXXXXXXXXX).” when I click on more information it says for technical reason my data cannot be loaded. I am not sure what is happening.

if anyone has any solutions that would be great

best wishes

Edit o2_Lars: Please never post any personal information in a public forum.

 

7 Antworten

o2_Lars
Benutzerebene 7

Hello @Amartya, welcome back to our o2 community :-)

If we send you a router or a contract is canceled, the old router or the router belonging to the contract has to be sent back to us. If this does not happen within a short period of time a compensation will be billed. You then have still some time to send it back to us and recieve the money back.

If the router you are writng about are the same ones you asked over a year ago I am sorry to inform you that if a compensation has already been billed at that time there is no ppossibility to recieve it back.

I recommend to send back the router that you were using via our DSL logistics portal to avoind being billed for that one, too.

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
A
Rang

Hello @o2_Lars,

Thank you for your reply.

Ok so the first router was defective and I was charged for not sending it back. I have been calling o2 regarding this matter for some time now. I was not notified ever that I would be charged for the defective router O2 sent me.

The 2nd router which worked well I returned it  and I was told I did not need to return it. So there seems to be conflicting information also the fact that my question fo refund which I am posing o2 for over a year does not seem to be addressed at all and money taken for a defective router.

Th attachment when google translated shows that the return of router was not required.

In lieu of this conflicting information and the fact that I was not notified of any time line that the defective router needs to send at particular time nor was anything mentioned in the contract. 
I would appreciate my money back.

 

best wishes,

Edit o2_Lars: Never post any personal information in a public forum.

 

o2_Lars
Benutzerebene 7

Hello @Amartya,

if you ecieved an information that sending back this router is not necessary everything is fine, you will not be billed for this one :-)

Nevertheless I always recommend to have a look at our DSL logistics portal to verify this with the serial number of the router :-)

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
A
Rang

Hello @o2_Lars ,

I used DSL Logistics portal. It says the device cannot be found. However, I don’t think you are understanding my question. I will try to clarify this. 

  1. The first router that was sent by o2 was defective and I was charged for a defective router, therefore I would like my money back because it was faulty.
  2. 2nd router was fine, the contract was cancelled. I have no problems with that. 

All routers were returned to O2 when I filed for the termination of my contract.

I am only concerned with point 1. 

regards,

Amartya

o2_Matze

Hi @Amartya 

Just be to clear. You said 

I was not notified ever that would be charged for the defective router O2 sent me.

This is a misunderstanding. You were charged  because you havent sent the router back to us, after the hardware exchange.

Most of our DSL devices are rented and have to sent back after hardware exchange or contract termination. 

In your case you didnt return the first router in time, that is the reason why your colleagues from logistic charged you the fee. 

We apologise in advance but a repayment is not possible.

Best Regards 

Matze 

https://g.o2.de/wcr
A
Rang

Hello @o2_Matze ,

Thank you for the clarification. Ok I accept that the repayment is not possible, however, O2 should have notified me that return of the router was necessary this was not written in the contract.

Now I have been charged 10.28 euros from March 25th 2021. Why is O2 charging me for this? I have returned all routers and terminated my contract successfully.

O2 is really the least professional company I had the misfortune to be associated with. Why do I have to go round and round and extract reasons and answers for such charges. 

best wishes,

Amartya  

o2_Matze

Hi @Amartya 

The last invoice you received just shows the proportional calculation of the basic fee until the end of the contract.

In your case 20.02.2021 till 28.02.2021, that is now the lst invoice you will receive from us. 

Best Regards Matze   

https://g.o2.de/wcr

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