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Hello, I am a new subscriber and the DSL connection is to be connected 04.12.20. When we first ordered we made a mistake and selected to rent a router. We have our own Fritzbox that is new and do not need the router. It was sent to us in mistake, the box has not been opened. We want to return the router and use our own. We want to get this fixed before the service is connected so that there are no billing issues as we do not want to rent the router. How do we go about correcting this? Thank you.

Moin Moin,

go to this page https://router-retoure.o2online.de/start/Dashboard/Index

And you should ask e.g. @o2_Lars if you could get back the Bereitstellunggebühr…

 

Thank you for the reply, this was a big help!! I completed the form and now have the label to send back the router tomorrow. The router box is still sealed showing we do not open him. I hope that we do not get charged anything but have to wait and see. 

Hi @Giacomo09 

 

welcome to our community. :slight_smile:

Please get in touch with us again when the first DSL invoice is released. Right now we are not allowed to credit the activation fee for the router in advance. 

 

Greetings

Hello @o2_Manga and thanks for the reply. The first invoice has been released and I have the confirmation that the router has been sent back. Can the activation fee be credited back now? Thank you!

Hello @Giacomo09,

if you order something by mistake or by accident I recommend to contact the company you ordered it from as soon as possible. We send you the confirmation for your order some weeks ago and the router was already on its way to you.

Maybe it could have been possible that sending the router to you could have been avoided alltogether.

I will try to address this internalyy if there is a credit possible. If so, you should recieve a confirmation via email within a few days.

Regards,

Lars

 

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