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Hello,

My DSL contract ended in 03.04.2020, and I have returned the DSL router on 19.05.2020. The O2 online router return portal indicated that my router has been received on 25.05.2020. However, I was billed for the penalty for not returning the router on the invoice of June, and I still cannot see a refund on the invoice of July. In this case, am I too late to return the router that the penalty cannot be refunded? If I am still entitled to the refund, are there any more steps I should take to get back the refund, and how long does the refund process usually take?

Many thanks in advance for the help.

@berythium not in time (14 day for send back the router after contract end) but in the goodwill time range. Wait some days. An o2 moderator will answer your question. 

HI @berythium 

Welcome to our o2 community. 

Please sent us your full name, date of birth and your address and email via private message to our @o2_Support  User  (for authentification reason)

and we will take a closer look at your case.

Best regards Matze.

Hi @berythium  

Thanks for the data. Could you post a screenshot from the you called it 

“the o2 online router return portal” where it says that hat returned the router? 

That would be very helpful. 

Best Regards Matze 

Hi here is the print from screen of the portal I was referring to:

 

 

 

Edit o2 Matze Screenshot deleted because of personal data 

@berythium 

I am sorry, i was a bit to unspecific what we need regarding the screenhot,  but your screenhot showed everything we needed. Thank you very much.

We will now talk to our colleague from logistic department, as soon as we have an update we will get back to you here via o2 community. 

Best regards Matze 

Hi @berythium 

Good news, our colleagues from logistics found the lost router, you will get a refund within the next 12 business days.

Best Regards Matze

  

Hi @o2_Matze ,

Thanks! I think I got the refund already! It’s fast!

Many thanks for solving the problem!

Best Regards, berythium

@berythium 

You are welcome. 

Cheers, Matze 

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