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Router return

  • March 1, 2022
  • 7 Antworten
  • 1917 Aufrufe
S
Besucher:in

Hello.

I have cancelled my contract and in an email I got info that the possibility of return of the router will be sent to me before my contract ends. I never received any instructions and now you are charging me for 62 Euros. If I had instructions to return the router I would certainly have done so.

Sasa

 

Edit by o2_Katja: Moved to our english community

 

Lösung von o2_Giulia

Hello @spopravak,

welcome to our o2 community :relaxed:

Normally, we inform in our cancellation confimation about the return of the router. Have you not received the letter?

Please use our return portal to send your router back. Here you can also print out a return label or download a mobile parcel label as a QR code. The return is made with DHL and is free of charge.

The charge for the router will be refunded to you after receipt of the return.

Please let us know if you have any further questions.

Best regards

Giulia

7 Antworten

o2_Giulia
  • o2_GiuliaModeratorin
  • Moderatorin
  • Lösung
  • March 4, 2022

Hello @spopravak,

welcome to our o2 community :relaxed:

Normally, we inform in our cancellation confimation about the return of the router. Have you not received the letter?

Please use our return portal to send your router back. Here you can also print out a return label or download a mobile parcel label as a QR code. The return is made with DHL and is free of charge.

The charge for the router will be refunded to you after receipt of the return.

Please let us know if you have any further questions.

Best regards

Giulia

*** Hier geht es zum Weihnachtsgewinnspiel: https://hilfe.o2online.de/o2-news-3/o2-community-weihnachtsgewinnspiel-2025-herzlich-willkommen-in-unserer-weihnachtsbaeckerei-659597 ***
S
Besucher:in
  • spopravak
  • Autor
  • Besucher:in
  • March 12, 2022

Hi Giulia.

Thanks for your response. I sent my router back on last Thursday, so 7 business days ago and still I did not get my refund.

Sasa

 

o2_Matze
  • o2_MatzeModerator
  • Moderator
  • March 14, 2022

Hi @spopravak 

Our colleagues from logistic department will arrange the refund, but this will take around 10 to 14 days after you returned the router.

Best regards Matze

„Was Du mit guter Laune tust, fällt Dir nicht schwer.“- ungarische Weisheit
M
Besucher:in
  • mmackey4742
  • Besucher:in
  • May 30, 2023

Hi, I have cancelled my contract early as I have moved out of Germany permanently, but the router return portal will still not allow me to choose to return the router and I am still being charged for the router and for the service. 

o2_Sven
  • o2_SvenModerator
  • Moderator
  • June 2, 2023

Hello @mmackey4742 ,

welcome to the o2 Community 💙.

Is it a DSL or cable router that you are trying to return or did you maybe have a LTE contract with one of our HomeSpot routers?

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
O
Besucher:in
  • Oskin1921
  • Besucher:in
  • August 31, 2025

Hi, 

I had a home internet contract and I had it cancelled in June 2025. I was on a trip during the period and could not send the router back in time. About a month after the cancellation (as soon as I could) I registered the return and sent the router back to o2 using the free label provided. 

I have confirmation that o2 received the router about a month ago (end of July) but so far I have not received any confirmation via email or my money back. I also can´t find the status of my return online. 

I made an appointment for a call to speak about it but no one called me on the scheduled time. Can you please help me?

o2_Manga
  • o2_MangaModeratorin
  • September 1, 2025

Hi ​@Oskin1921 

welcome to our community. Pleasure to meet you 🙂

Unfortumately we are unable to check your data because you signed in as a prospect.

Please use our contact form to complain about the missing payback of the router. You can attach your shipment receipe as a proof you did everything right.

Greetings 

Manga

 

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