Hi @david_DJ,

welcome to our community. Did you use our returnportal to get a shipping label free of charge? If you register right there the logistic service provider in informed in advance that the device is getting back to them. 

If you use a shipping label of your own it might be difficult to search for the router after it seems to be lost.

Greetings.

I did use the shipping label that come with the router because I couldn’t enter in the return portal. It was free of charge indeed and the address seemed legit to me.

I have a tracking number from DHL saying that the device get returned.

I already get in touch with an O2 shop where they called the logistic warehouse asking for more info about my problem.

Do you need also that tracking number?

Hi @david_DJ 

I will talk to our colleages from logistics and get back to you after i ve got feedback from them.

I am sure we will find an answer.

Best Matze  

Hi @david_DJ 

Our logistic department told us that you have returned the wrong router,

that is the reason why the bill said the router was not returned on time and we charged you a fee

I am sorry. If you return the correct hardware we can give you a refund. 

Best Regards Matze 

I returned the router I was given. And of course, I want a refund.

How can we proceed?

Cheers,

David

Hi @doblote 

I assume you are @david_DJ  with a new user account. 

Our colleagues from logistic told us with your shipping you sent back the Homebox 6441 serial no. D5080XXXX  but we sent you at the beginning of your contract the homebox 6441 serial no. D6124XXXXX, so you returned clearly the wrong hardware. 

I am sorry a refund is only possible when returning the correct router. 

Best Matze  

I really don’t understand!

How can I change the serial number of the device O2 gave me when I started the contract?

And you’re saying that is the same device but with a different serial number. Explain me how this is a different hardware?

That’s ridiculous. Perhaps you guys have a mistake and the serial no. of the router you sent me was wrong.

Nor that I have my money and neither that router!

Hi @doblote 

We will try to get further information from our logistic department regarding the Hardware.

Could you tell us if your router was ever replaced in the course of trouble ticket while fixing a technial mailfunction ?

Best Matze  

Sorry for changing the name so many times but the system doesn’t allow me to use the last name :(

Answering your question, no, the router was never replaced during the contract. I just sent back the hardware I was given.

As you can understand, I don’t care about serial numbers and this sort of things. I was shocked when you say that the serial number of the router I sent back was different  and I believe that you guys made a mistake when deliver it.

Please, try to figure out and give me the money back because it was not my fault.

Cheers,

David

@ddj_david We will get back to your here as soon as we got an answer from our colleagues from logistics department.

Best Matze