Hello @abantwa ,

welcome to the o2 Community .

I’ve just checked and another package is already underway to you. Please make sure that the doorbell and the mailbox at your address are correctly labeled. The first attempt on the 6th of September could not be finished because DHL was incapable of delivering the package as they could not find you at the address that we have from you.

Kind regards, Sven

Hello,

Thank you for the response but the router was once again supposed to come today and my name was on the doorbell, and we did not see a DHL van come anywhere near our apartment. My given address is correct. Please make sure DHL actually delivers our package.

Hello @abantwa ,
has the router arrived in the meantime and is everything working ? 
Otherwise, please call +49 (0)89 78 79 79 400 so that the address can be checked on the phone. 
Thank you. 
Kind regards,  Solveig 

Hello,

I called and cancelled the router subscription over a customer service call as the router never came. I have since been using a router I purchased. Today I received the invoice which is charging me €49.99 for "Anschlusspreis Router" even though the router was never set up. And I've also been charged the monthly fee of €3.99 on "Grundgebühr auf Router" even though I cancelled the subscription and the router delivery and NEVER RECEIVED THE ROUTER. The customer service was very nice and told me he cancelled everything, so please send me a new invoice excluding the 54 euros of extra charges.

Hey @abantwa,

welcome to the o2 Community

I saw two bookings of credits in your data. Have you found help elsewhere in the meantime ? 

Greetings,
Flo

Hello,

I've only received an email stating a credit of 49.99 euros. I also need the 3.99 euro subscription fee to be removed. We do not have an o2 router as it was never delivered, so we are not renting it. Please credit 3.99 and remove the subscription before the next invoice.

Hey @abantwa,

Thank you for your patience.

I have requested the credit booking so that the €3.99 should also be credited to your next bill or the one after that. 

Greetings,
Flo