Skip to main content
Warum O2
Warenkorb
 Service
Gelöst

O2 orderd incompatible router , then ordered 2nd router but says they cannot cancel the first one

  • June 27, 2025
  • 5 Antworten
  • 34 Aufrufe
N
Besucher:in

Hello, so I recently got a new O2 kable connection without a router from O2 , then I decided to rent a router from O2 , I contacted via the hotline and placed an order , but they placed an order for the Fritz Box 6660 , with is apparently not compatible with My plan home XXL1000 . Now I have a contract with two routers because of o2 . I have received a first DHL Box which after opening I found it was 6660 , the router box is unopened. How do I return it and not get charged for it ? 

Lösung von o2_Gerrit

Hello ​@Nandan_Dadhaniya,

as you are here registered with a prospect account which is not linked with your contract, we cannot take a look from here.

You can register via your Mein o2 account: 

When you are registered ffor a customer account, go to the o2 Community. You can find it under the “Service” menu item at the top of our website or directly via this link: o2 Community.

Then click on “Sign in” in the top right corner.

Choose your username for the o2 Community. Important: Your username must not contain any personal information such as your phone number or customer number! In addition, the “o2” in the name is reserved for o2 moderators. 

Enter your email address so that you can receive notifications when there is a new reply to your post, for example.

Accept the Terms of Use and click on “Send.”

Or you can go via our Englishg hotline with our number 089 66 66 300 81.

Best Regards,

Gerrit

    5 Antworten

    o2_Bianca
    • o2_BiancaModeratorin
    • Moderatorin
    • June 27, 2025

    Hello ​@Nandan_Dadhaniya,
    Thank you for contacting us in this way. Welcome to the o2 Community. You can easily arrange the return via our returns portal. Please contact us again if you have any further questions.
    Best regards, Bianca

    Schau mal in unserem digitalen Wohnzimmer vorbei. Es lohnt sich https://g.o2.de/community-treffpunkt
    N
    Besucher:in

    Okay thank you , I will return it this way . But how do I make sure I am not billed for the second router for the delivery and monthly payment as this was a mistake for the O2 team . I have received a contract via Email with cost for both the routers.

    o2_Bianca
    • o2_BiancaModeratorin
    • Moderatorin
    • June 27, 2025

    Hello ​@Nandan_Dadhaniya,
    As soon as we receive the router, the calculation will be stopped. You will also receive a confirmation by e-mail. The fees charged until then will then be refunded to you.
    Best regards, Bianca

    Schau mal in unserem digitalen Wohnzimmer vorbei. Es lohnt sich https://g.o2.de/community-treffpunkt
    N
    Besucher:in

    I have returned the router , but I am still being charged for it , the set-up free and the delivery free for the wrong router that O2 has sent me. How do I refund this ?

    o2_Gerrit
    • o2_GerritModerator
    • Moderator
    • Lösung
    • July 30, 2025

    Hello ​@Nandan_Dadhaniya,

    as you are here registered with a prospect account which is not linked with your contract, we cannot take a look from here.

    You can register via your Mein o2 account: 

    When you are registered ffor a customer account, go to the o2 Community. You can find it under the “Service” menu item at the top of our website or directly via this link: o2 Community.

    Then click on “Sign in” in the top right corner.

    Choose your username for the o2 Community. Important: Your username must not contain any personal information such as your phone number or customer number! In addition, the “o2” in the name is reserved for o2 moderators. 

    Enter your email address so that you can receive notifications when there is a new reply to your post, for example.

    Accept the Terms of Use and click on “Send.”

    Or you can go via our Englishg hotline with our number 089 66 66 300 81.

    Best Regards,

    Gerrit

    Allgemeine Nutzungsbedingungen der O₂ CommunityAccessibility statement
    © Telefónica Germany GmbH & Co. OHG Telefónica