Moin Moin,

the first form field “Nummer eingeben” ist NOT the SN of the Router.

Thats the “ordernumber” or referenznumber of your case!

The 2nd form field is the PLZ (5 digitnumber) of you home!

Should be a letter with the new router. There you should search for Auftragsnummer / Ihre Referenz.

Hi schluej,

I received a mail from o2 in June with Auftrag SAL59xxxxxxx and I tried with this number along with my postcode. It does not work (still)

The old router is packed since June and I can’t send it back. 

Just send it to the home Adress of O2

Hello @canerik,

I hope your DSL connection is up and running and stable again? :-)

If you want to return a router to us, please use our DSL logistics portal. After entering the serial number you will be guided step by step to send the router back to us.

Regards,

Lars

Hi Lars!

You can’t imagine how much I’d like to say “yes” but unfortunately, I’m writing over Mobile Hotspot again. :)

Anyway, back to the router issue, the second link you gave me worked!

I printed the label and sent it back a few minutes ago. Do you know how should I ask for the refund in my last invoice for the “not sending back the router” charge?

Best Regards,

Can

Hello @canerik,

I’m glad to hear that sending back the router finally worked :-)

After recieving your router you should automatically recieve your money back within a short period of time :-)

I am hoping that your DSL connection will be up and running again as soon as possible!

regards,

Lars

Hi Lars and the community;

I still haven’t received any refund about the router I sent back. Should I apply for this?

Here is the timeline;

05 June 2020 (New router has shipped to me)

-- I try to reach o2 about my problem on the returning label, couldn’t manage it-

17 September 2020 (Charged for “not sending the router back)

18 September 2020 (Tried the new link Lars gave to me and sent the router back)

26 September 2020 (Confirmed the receipt of the modem by o2)

Still no refund.

Hello @canerik,

I had a look into this. According to our data you should have recieved a refund between end of October and Mod November. Did you have a look at you bank details for hat time? I am sure the refund should be visible there :-)

Regards,

Lars

Hi Lars!

Happy new year! I hope this year will be better for all of us.

Thank you very much for looking into this issue. However I checked my transactions and there is no refund from Telefonica. Please find the transactions from Telefonica below (on 24 Sept. I’ve been charged for router as you can see)

Best Regards,

Can

Hello @canerik,

according to the information i have we already credited the amount that we billed you for the router. Please have a look without any filters, since I am not sure how it may influence the search result.

Regards,

Lars

Edit o2_Lars: I had a deeper look and found that unfortunately the billed amount for your router was not credited back to your bank account. I informed the logistics departement to have a look into this and send back the money as soon as possible. Please excuse any inconveniences.