Hello @PePle
Good morning, that's not nice. But unfortunately something can always happen that a delivery does not work. I don't think delivery to a Packstation is possible.
But you can certainly request a new delivery from customer service.
The best thing to do here is to call customer service.
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greeting
Hello @PePle ,
once we have the information from DHL that the package couldn’t be delivered, we can repeat the shipping, but aside from that we have no further influence over the date that the package is delivered. Sending it to a o2 Shop or Packingstation is not an option either I’m afraid. If you have friends or family that could receive the package, we could change the address accordingly, else we’d have to try again with your current address.
Kind regards, Sven
Hi @o2_Sven,
Thank you for your answer,
is ti possible to send it to my workplace in NL as I work on the borders?
Thanks,
Petra
Hello @PePle ,
I’m sorry, but we can only ship it to an address that is within Germany, as such an address even when it is right at the border wouldn’t work.
Kind regards, Sven
Hello @o2_Sven,
I am having huge problem with DHL. They send the package back again, even though I wrote them mail, that I live there and asked them to leave it in garage.
What can I do now?
Thank you,
Petra
Hello @o2_Sven ,
can you, please help me. I see in Mein O2, that for succesful instalation, I need the hardware with me before the actual activation date. The activation date is 2.2.2023 and I cannot reach my router.
Thank you for helping,
Best Regards,
Petra
Hey @PePle ,
here to help :-)
So first of all, don’t worry. The instalation is possibe without the router being on site.
We sent you a letter few days ago? If you received the letter, your adress schould be correct?
I assume, that you have already crossed-checked the adress, that is stored in our system? What about DHL?
What did the DHL Support say? We can retry sending you the router and hope, that DHL will find your building this time.
Best Regards, Matea
Hi @o2_Matea
I didn’t receive any letter yet. But I am normally registered in the city. The address is correct.
DHL said, that I don’t live there and they sent it back because they cannot reach me.
I have the mailbox with my name and doorbell as well.
Thank you,
Petra
Hi @o2_Matea,
I just received the e-mail, that my internet will work if I install the router. How can I get the router?
Thank you,
Petra
Hey @PePle ,
this is good news :-)
I checked your current installation status and it should be finalized in a few hours.
After that I will be able to initiate the delivery process.
Dear @o2_Matea
I received an email with info about change of my contract - cancelling the router. I don’t want a change, I want a router.
Can you check what are my possibilities?
Thank you,
Petra
Hey @PePle ,
I’m on it. My first guess is, that the mail was sent automatically because the router has been retuned.
But I’ll check and get back to you.
Hey @PePle ,
so I checked your account again and the cancellation mail you received yesterday refers to the monthly lease of the router that was returned.
But my colleagues also were trying to reach you unsuccessfully via phone yesterday.
Would you mind updating your contacts? We are still in touch via private message @o2_Support.
You can send me your adress and phone number via private message for a counter-check?
Now that your installaton has been finalized, we would like to send you the router, if the adress is right.
By the time we confirm that the router is on your way, you could add an extra-big sign with your name on it at your front door.
Are you in touch with DHL and do they manage to deliver other packtes to your adress? I’m just wondering.
Have a nice day :-)
Matea
Dear @o2_Matea ,
I have a CZ number, which I already asked to be changed before and this was the answer.
Removed copie of a private message.
Publication of individual e-mails or private messages (PN) of other persons without explicit consent of the sender, as well as statements that violate the copyright of others are prohibited.
Netiquette - Our guidelines in the o2 community | O₂ Community (o2online.de)
Edited: o2 Matea 07.02.2023.
I will check with DHL customer service, if I am already on their map.
Thanks,
Petra
Hey @PePle ,
thanks for your private message. I will check if your contact details are updated
I totaly understand that u wanted to stress out, that you have already been in contact with my colleague about your contact information and that you already updated them.
But still here is a gentle reminder that private messages are private for a reason and not to be shared within the community.
I see you and will check on your situation :-)
Matea
Thank you for trying to find a solution, I really appreciate it.
Just would like to mention, that I didn’t share any private message, just a snip of conversation you can find public in O2 community.
BR,
Petra
Hey @PePle ,
So sorry! I thougt this was from your private exchange.
Then this is totally on me :-)
Hi,
no problem.
I just checked with DHL and they assured me, that they will deliver it.
Thanks,
Petra
Hallo @PePle ,
great and guess what
Your router is on the way!!
I’ll ceep the fingers cross that everything goes well with DHL
Best regards, Matea
Dear @o2_Matea
I am very sorry to bother again, but even after reasuring, that they will deliver it, I received the same info from DHL delivery again…
Based on their delivery people, I don’t live there.
After angry mail to DHL customer service, they apologized and asked if it can be sent again.
Can it be shipped again? Are there other possibilities of shipment?
Thanks for your opinion.
Petra
Hey @PePle ,
I’m soo sorry!!! This is insane and not your fault!
Do not worry. We have to wait untill your router has been fully returned and rebooked.
I’ll then try to resend it. It may take a few days.
Best, Matea
Hello @o2_Matea,
Is it already possible to resend it?
Thank you,
Petra
Hey @PePle ,
the router was returned with the note that the recipients cannot be contacted.
To make sure that everything is correct and also because I do not know how often we will be able to resend the router,
a few questions:
Are you registered at the given adress?
If not we have to adress your package as follows: c/o as in “in care of “.
Please check if your name is on your doorbell as well as on your mailbox.
(In case you are annoyed by this questions, we are sorry and just want to make sure that in this unusual situation your router will be delivered)
Could DHL offer you another solution on how to get your package?
Kind regards, Matea
Hi @o2_Matea ,
yes, yes and yes. I am registered in the city. I have name on mailbox and on doorbell.
I created an account for DHL and wrote them a nice description, how to reach me.
So if this will not work, then I am hopeless.
Thank you,
Petra
Hi @PePle ,
ok, if you do have an DHL account, you should try to redirect the shipment to the next DHL Packstation.
We are not allowed to deliver our products to Packstations but you can redirect them as I just read.
So follow the Link Registering for Packstation | DHL. or call them directly.
After that you can get back to us. We will find a way
Best, Matea
