Returning Old Router after service change

Hey ​@ramibaj, welcome to our community 🫶

shluej already gave you the exact instruction on what to do now. Hope this already helps. If not, let us know, we can help. You can find the serial number you have to type in with the recommended link on your device. 

When it comes to the stil usable cable router, it sounds a bit strange. I would suggest to have a look if you have two contract running now aswell. If not, I could try to find a reason, why this would occur to you (because it shouldn’t 😅).   

​@schluej & ​@o2_Paul Thank you both for your answers. The link to return router works fine and i will return soon. 

About the 2 contracts issue, that's what I'm worried about too. 

I opened My O2 app and it still shows only my Cable Contract ( O2 Home S ) but not the DSL ( O2 Home M). The support agent which i spoke on the phone 3 weeks ago said that the Cable contract would be terminated automatically and the DSL contract would appear, but until now nothing has changed,  Cable router still had internet connection until i packed it today to return it.

Hello ​@ramibaj,

if it shows still your old tarif in your customer account, it does look like two contracts are active and that not an extension and not a switch to DSL and to o2 Home M has been made.

Did you receive a letter confoming the order of the Home M and detailiung the conditions? And is there a phone number given?

With that number you can register for a new customer account and register here, as as of now we cannot access any contract of yours via your login here in our community to be able to take a look.

In the customer account for the Home S via cable, which running time of that contract is shown?

Best Regards,

Gerrit

​@o2_Gerrit the contract is not on my account but on my wife's account. should i register with that number and comment on this post from that account?

Yes, ​@ramibaj, and if necessary open a new account here from that account and comment in this thread 🙂

Best Regards,

Gerrit