I did not receive my router

Moin,

what kind of internet connection?

is the connection already activated?

Yes, I got the message that the connection is activated and I don’t have my router. Makes no sense at all.

Home XL 500 (2024)

​@Aline Gomes What router model you exactly ordered from o2? Was the router really on the order confirmation?

Hello ​@Aline Gomes,

welcome to our o2 Community 😀

I'm sorry that you haven't received your router yet and I would like to apologize for this delay.

Our employees have already informed our logistics department and asked for the router to be sent as soon as possible. I am confident that it will reach you soon.

Please let us know if you have any further questions.

Best regards

Giulia

I haven’t received my router yet. It’s really unbelievable, I’ve been calling every single day.

I signed my contract in november, my internet is activated and I don’t have a router. This is the worst experience I’ve ever had with a company.

I will probably have to cancel it and find a new provider.

Hello ​@Aline Gomes,

I'm terribly sorry. I naturally assumed that you had already received the router. I'll clarify this with the relevant department and then let you know again here.

Best regards

Giulia

No, I still didn't receive, no tracking number, no information, terrible service. 

Hello ​@Aline Gomes,

I can understand your frustration and would like to apologize for this delay.

Our logistics department are now processing your case individually and will ensure that the router is sent to you as quickly as possible.

Best regards

Giulia

I request to cancel it, the router was order several times (the first time on November), I called several times, nothing was done. Really a lack of respect and I would not recommend O2.

Hello ​@Aline Gomes,

I deeply regret that this is all taking so long. Our cancellation department has received your cancellation. You did not provide your landline number, but a mobile number that is unknown to us.

Would you like to submit the whole thing again with your landline number (you can find it on our letter dated November 29, 2024)? I will then be happy to ensure that the cancellation request is processed as quickly as possible.

Best regards

Giulia

hi. we have the same situation . it is almost a month now and i did not received my router. i dont know if my internet connection is activated. my contract is 02 home M . we already ordered another internet provider. i just want to cancel the contract i have signed.

Hello ​@xtianbuna,

welcome to our o2 Community 😀

I'm very sorry that you encountered problems ordering your landline connection.

Have you already contacted our customer service about this? You can reach our English-speaking hotline at 089/66 66 300 81.

Unfortunately, we don't have access to your customer data here in the community.

Of course, we're happy to help if you have any further questions.

Best regards

Giulia

​@xtianbuna If you ordered from another provider and the technology is coaxial cable, you will unfortunately now have two 24-month contracts. Unless you ordered an O2 Flex contract with no fixed term.

Did you even order a router from O2?

The problem is i did not received this router until now it is with O2 home spot M. So how will i pay if i dont have the router and it is not activated?

Hello ​@xtianbuna,

that is unfortunate if you did not receive a router when you ordered one.

I recommend you to check with the colleagues from our english speaking hotline via the 089/66 66 300 81 in order to have the colleagues check what hapopened.

What Homespot Tarif did you order?

Best Regards,

Gerrit