We have a new connection and working just fine for almost 2 months now (after so many calls and almost a month of following up for a router that never been sent to us and finally sent 1 after almost one month). But last night, June 23, we don't have internet connection, and the o2 my service app said to call technical support. We did call technical support, they said our internet account has a new Mac Address registered. If I do understand it correctly, there is instance that after receiving our NEW router for our new connection for the first time on May 6, they sent another router after 3 days. We called O2 on what to do with the second router, and they just said to refuse it to accept. DHL arrived with the 2nd router on May 9 and we rejected it. It seems the customer support I speak of is trying to say that the 2nd router mac address was swap and registered on our account. So they have to wait for it to comeback again to them, and then what?

Customer support told us that they can't be sure on how long we have to wait and when we will have connection. NO assurance or NO timeline when? So it can take what? A week? A month? Forever? I don't know. They said she will make a report. But that's that. They can't swap back to what Mac Address we are using for almost 2 months now, and insist that they have to wait for the router that we refuse for almost 2 months to come back to them. I check the old DHL tracking and it was return on May 11 so I don't understand what is the wait or what to do anymore. I don't think there is a problem on my router for now. And I don't know why swap our perfectly working mac address and create another complicated trouble without any solution. I'm at lost here.

Please do advice on what to do with this.

Thank you