Moin Moin,

which router did you order? If you order online default is no router.

Hi, good day!

Ordered online with AVM FritzBox 6660 Cable which has 4.99 euro per month rent. It was also on the contract.

Moin

call the English hotline. If you don’t have a activation fee for the router (49,99€) on you online order, than tell the hotline that you don’t want to order an extra router. Other wise you have to pay the 49,99€ one time fee!

O2 Service in English 

Our English-speaking postpaid and landline support for you. We are happy to assist you.

089 66 66 30 08 1

Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays

I don't have a router. That is why I ordered for a router. But none was delivered. Account was activated but we CAN'T use because we don't have router. None was delivered.

Yes, i under stood you problem! Call the hotline and ask for the router. 

Hello @Cess1111,

welcome to our o2 Community

I'm sorry you haven't received your router yet. Unfortunately, an error occurred with the shipment. I have informed our logistics department and asked for the required hardware to be shipped to you quickly.

Please let us know again when you have received the router and can use the connection. We will then be happy to take care of a credit note for the fees for the downtime.

Best regards

Giulia

Hi @o2_Giulia,

Thank you for your reply. Okay, I’ll wait for the router. Please don’t close the thread yet until it arrived and working. Thank you

Hello @o2_Julia 

Do you have any idea how many days or weeks or months this will take? I haven't received any updates on any logistics from you. I also called the english hotline multiple times, but they also said the same thing that the logistic will reach out to me. But today, I called again for the update and the agent said it was delivered last April 17 when it was activate. Like what? Why would I follow u  multiple times and why does the previous agents didn't see that?

Please help as it I waited for a month for the appointment and activation, then now it is already more than 2 weeks already since you said its activate but no router. Please, this take long enough.

@o2_Support @o2_Alexandra please help  

Dear @Cess1111 ,

please excuse the late reply here in the communty.
I just saw that you have already contacted our hotline and that the router has arrived.

Is now everything fine?

Kind regards,

Andrea

Yes, after contacting hotline, requesting for follow up on the router, then was told to wait for 2-3 days and call back again and again. Finally after activation last 3 weeks and multiple calls, it arrived.

Only problem is it keeps getting slower every 5-6 hours and had to reset the router again. I keep getting hundred thousand to million figure on non-correctable errors under Internet>Cable Information>Channels and have to restart it to regain internet.

Also, about the billing. after activation from April 17, received the router on May 6, we only just use our internet after registering our MAC address on May 8. I would like to ask if our bill will be adjusted.

Thank you

Dear @Cess1111 ,

Please use our o2 my Service App once, it may already offer help.
If not, you can use it to create a ticket and give the number of our fault hotline directly: 0800 5251378

Kind regards,

Andrea

Okay, will do.

How about the billing. after activation from April 17, received the router on May 6, we only just use our internet after registering our MAC address on May 8. I would like to ask if our bill will be adjusted.

Thank you

Dear @Cess1111 ,

I'd be happy to look into a credit booking, but that's only possible once the bill has been issued. Currently you do not have an invoice for the DSL contract. Please contact us again when you have the invoice.

Kind regards,

Andrea

Dear @Cess1111 ,

your first bill has arrived. I have submitted the basic charges less the rebate and the router rental charges for reimbursement.

Kind regards,

Andrea

Hi @o2_Andrea,

As far as I am understanding my first bill, the charge are only for the shipping cost plus taxes and the charges for the internet is not yet reflected since we haven't got internet even before the activation date at April 17. the period indicated on the bill is march 22 to april 17.

If my understanding is correct, do I have adjustment on my next bill as the next bill will be the actual charges for the internet? Since the next bill will cover the next period and as previous posted, from activation of april 17, we only got use of the internet officially on may 8.

Thank you.

Dear @Cess1111 ,

the main costs from the first invoice include the shipping fee of 9.99 euros, but a pro rata fee for the term was already charged, which I have refunded to you. I have just seen that the new invoice has already arrived, and I will also submit a credit entry. There is already a discount of 100% for the period from April 29th to May 17th, but the period from April 18th to April 28th has been charged (you didn't have the router then). My last credit booking was also only one day before the invoice was issued, so it is not yet listed there, you will find both on the next invoice.

Kind regards,

Andrea

Hello, Good day @o2_Andrea 

Thank you for the help and adjustment. But we do have a problem again. We don't have internet since last night, June 23 and the o2 my service app said to call technical support. We did call technical support, they said our internet has a new Mac Address registered. If I do understand it correctly, there is instance that after receiving our NEW router for our new connection for the first time on May 6, they sent another router after 3 days. We called O2 on what to do with the second router, and they just said to refuse it to accept. DHL arrived with the 2nd router on May 9 and we rejected it. It seems the customer support I speak of is trying to say that the 2nd router mac address was swap and registered on our account. So they have to wait for it to comeback again to them,

Customer support told us that they can't be sure on how long we have to wait and when we will have connection. NO assurance or NO timeline when? They can't swap back to what Mac Address we are using for almost 2 months, and insist have to wait for the router that we refuse for almost 2 months now. I don't think there is a problem on my router for now. And I don't know why swap our perfectly working mac address and create another complicated trouble without any solution.

Please do advice on what to do with this.

Thank you

Edit : I posted a new thread since the last issue was solve. Please refer to the link for the new issue

I think just about everything concerning that issue has been resolved. So as I’ve already said, if there is anything else then please let us know.

Kind regards, Sven