Hello @Weirdfox ,
welcome to the o2 Community 
.
When is the activation date for the cable contract that you have with us? The router is usually send out, so that it arrives about a week before the activation. As you are currently using DSL I assume this hasn’t happened yet?
Kind regards, Sven
Hi Sven,
The activation date was supposed to be on the 21st of Februari 2022. I heard and read that the cable router is usually sent out so that it arrives before the date of activation, but it indeed hasn’t arrived until now. On the phone I was told that they would send one out since I called, but that was already quite a while ago and I have no way to track whether it had been sent or where it would be if it had been sent.
Best,
Fabio
Additional comment:
Since today the DSL router also doesn't work, so I guess I need a cable router to use internet anyway now.
Best,
Fabio
Hello @Weirdfox ,
welcome to our Community! 
I´m very sorry that the router didn´t arrived yet.
As i can see, there is already a new router booked for you.
Please inform me when the router arrives and everything is working.
Then i can take a look, if i can give you a discount for the days, where you couldn´t use the internet.
Best regards,
Manuela
Hello,
yes, I called yesterday to ask where the router was and whether it was/would be sent, and was told a new one was going to be booked for me.
Is it possible for me to get the tracking number of the package e-mailed or in a message so that I know when/if it’s sent and when/if to expect it?
Best,
Fabio
Hello,
The router is still not here, and as far as I know, also not on the way yet. Every time I call I get told that a router will be sent to me and should arrive in three days or so, and that I'll get a tracking number the day of calling or the next (when it's given to the delivery people). Every time a few days later none of those things has happened, I don't get a tracking number and the router is not sent yet. And when I call the same thing happens all over again.
The router was supposed to be sent almost a month ago. I can't do home-office now because I need internet that I don't have - because I keep getting told by o2 that a router will be sent without it ever being sent. How often is this going to happen? This is getting absurd.
Sincerely,
Fabio
Hello @Weirdfox ,
I am very sorry about this situation.
The Order seems to be stuck in the system.
I already informed the department about this situation so the router can be send to you as soon as possible.
Please inform me, when you get E-Mails about the router.
I will also have a regularly look in the system.
Best regards,
Manuela
Hello @o2_Manuela ,
Since yesteday I have the router, and internet is working. Thank you for your effort.
I did get a bill which indicated that the the month in which I couldn't use internet was still included in the billing amount. I believe this would ideally be rectified.
Best regards,
Fabio
Hello @Weirdfox ,
I am very happy that the router has arrived!! 
Since you haven´t been able to use your internet for so long, i forwarded a credit note to the specialist department for verification.
Do you have further questions?
Best regards,
Manuela
Hello @Weirdfox ,
I think everything is fine now?
If you have questions or anything, let me know.
I would be very happy to continue to welcome you in our community!
Do you already know our o2 community spring competition 2022?
You can still join until the 10th of April.
Best regards,
Manuela
