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Hello,

I have ordered O2 homespot in June 2023, due to connection problems I have switched to cable internet shortly after at O2 store. There, I also terminated the homespot contract on the phone. Yet, since then, I have been paying invoices for both connections even though I clearly haven’t used homespot at all. After sending a very informative mail to Telefónica O2 Germany GmbH & Co. OHG Kundenbetreuung, I received the confirmation stating that my homespot connection is deactivated in May 2024. However, I still have no information regarding the refund that I requested.

I have been trying to solve this problem for a very long time now. I have spent too much time on the phone with customer service till I obtained useful information just to be able to cancel my contact. Now, I am going through the same process trying to reach someone to ask for my refund, but all I got is customer service hanging up on me. Can someone please try to help me get my money back instead of directing me to irrelevant customer service lines?

I look forward to hearing from you.

Best,

Hello @senaxxx,

welcome to our o2 Community 🙂

When you sent back the router in summer 2023, did you  report a fault with your Homespot connection in order for our technicians to check the cause with our 4G or 5G net?  Did you try another router in case your first router had been defect?

As the return of the router only cancelled that option but not the contract itself.

Best Regards,

Gerrit

Hello,

After making some phone calls with the customer service, I went to an O2 shop with the router for them to check. There I have been advised to switch to a more stable cable connection. In the report, the reason for the return of the router was stated as “termination” (kündigung), and I received the notification from O2 saying that the router arrived. I switched to another internet service again provided by O2, in other words, I stayed as your customer. I have been told the previous contract is terminated. Moreover, I clearly don’t have a router since then, which automatically implies I do not use homespot internet. 

Best

@senaxxx,

the Homespot can be used with another LTE or 5G router, important is a revocation of the contract within 14 days when ordered via our website or our hotline. 

The cancellation before the end of the 24 months running time has been a cancellation of goodwill by the colleagues from our special deportment, but they could not issue a refund.

Best Regards,

Gerrit

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