Unable to login to my customer account

Additionally I would like to ask whether my router would be shipped out (or if it was already and it has seemingly got lost in transit), since as of today I still have not received the router which I rented out as part of the contract.

Sincerely,

Martin

Hi @MartinViidik 

We will get back to you via private message via our @o2_Support User and i am sure we will find an answer to your questions. 

Best Regards Matze 

I fortunately was able to solve the problem with the login on my own. The problem with the router still persists, especially because at this point its already past two days of my activation date and its starting to affect my ability to work, can I please get any updates about it ? At this point I am ready to just go out and buy one on my own, but id be stuck paying 5 euros a month for a router I have never seen or heard about.

Sincerely,

Martin

@MartinViidik 

Thanks for your messages. I have checked the hardware status. 

My system and DSL Tracking tells me the router was delivered to you personal at your place. 

so i am a bit confused. May be a roomate who took the router in your name? 

Best regards 

Matze 

Hello Matze

I see, thank you. So it seems like it was a DHL blunder. I live on my own and my apartment door is signed with my name so if a neighbour did receive it, they have not done any effort to seek out the receiver of the package. I will try to ask around the apartment to see if someone received it.

Thanks for clearing it up, I think I did not receive the email with the tracking ID or it was filtered to spam--

Sincerely,

Martin

@MartinViidik You are welcome

 I think I did not receive the email with the tracking ID or it was filtered to spam--

I have just sent you the tracking ID via private message via the o2_Support User.

Best Regards Matze 

Thank you, was able to access it.

I asked around the apartment and also put some signs up hoping it will show up. However though, in case it does not what would the next course action be ? All the signs are pointing against me, especially since I have no way of proving that it did not receive it. Would I need to get in touch with DHL, since I do not own the router, its something I rented out so essentially I would be stuck paying for something I did not receive ?

Sincerely,

Martin

Hi @MartinViidik 

I have created a trouble ticket, our colleagues from logistic will check the whole thing and i assume at the end you will get a in german called eidesstattliche erklärung (statutory declaration).

In that form you confirm that you never got the router.

But in my opinion there is still hope that someone of your neighbours will get back to you with your package, cause no other than you can use the device. Its blocked and only works with your account.

Best Regards 

Matze   

@o2_Matze Thank you, I will stay in touch regarding whether I end up receiving it or not (the fact that its been gone for two weeks however does not give too much confidence)

If its only tied to my account, is there a way to check whether it was activated or not ? I imagine it would help support my claims that I have not received it.

Sincerely,

Martin

@MartinViidik 

Unfortunately it is not possible to identify the thief via the mac address or to check if another person tried to user your router. 

But i am sure we will find a solution within the next week.

Have a nice weekend.

Best Regards Matze  

Hello @o2_Matze 

Just to give an update on the current situation, I used Friday & the weekend to attempt to track down the package, checked all the nearby packet stations/packet shops. Asked the neighbours, even left notes by the entrances asking about it. With no luck.

Sincerely,

Martin

Hi @MartinViidik 

I am sorry, seems like some “stole” your router 😩 Sometimes I lose my faith in humanity 😭

In a previous post you said

At this point I am ready to just go out and buy one on my own

That would be an option, which i assume would be the fastest solution for example the avm fritz box 6660 cable.

but id be stuck paying 5 euros a month for a router I have never seen or heard about.

To cancel the hardware renting option in your contract is just a click away.

Best Regards Matze 

Hello @o2_Matze 

I will go with that route then (ill even go out of my way to buy one in a store, I don't want to have another router stolen from me through shipping 😀). Would it be possible to have the hardware rent be cancelled from my contract ? I looked around the site, but I only found services related to cancelling my entire contract, which I don't wish.

Sincerely,

Martin

@MartinViidik 

Would it be possible to have the hardware rent be cancelled from my contract

Sure but there is a problem, which i would like to explain in quick words:

If i click the cancel button now the router will go immediately in some kind of return status, means you have to sent the router asap back to us, cause its rented hardware.

Problem is you never got the router in the first place, so its safer in my opinion to clarify the whole lost router case with logistics and then cancel the router order from your contract.

 And of course we can issue a credit after the whole process.

Best Regards Matze 

@o2_Matze 

Hello Matze,

I went ahead and got myself a fritz box now. Since my account was configured to use the MAC address of the o2 box that I was supposed to receive, I need to contact customer support in order to re-configure it. Is there any specific way to do that online or would I require to call a hotline and letter by letter tell them my new MAC address ?

Sincerely,

Martin

Hi @MartinViidik 

I will get back to you via private message via @o2_Support User to discuss the further steps.

Best regards Matze 

Hello,

I have an issue where for almost a whole week I have not had access to internet, due to my MAC account confirmation being incorrect.

When signing up for my contract, I chose to rent a router from O2. However the package got lost in transit as such I never ended up receiving it. Following guidance of customer support I ended up buying a Fritzbox 6690 cable router instead. After getting it set-up and having my MAC address changed, everything worked flawlessly...for a day.

For some reason, my MAC address was reset to the default o2 route configuration. I have been in contact with support since last Wednesday and I even got an update that my settings were updated successfully, yet despite all I am still continuing to have issues not being able to connect to internet.

If its of any help, whenever I try to access a website I get a vodafone log-in prompt, along with the o2 one. However I am not sure whether its related, since for a brief moment my internet was working just fine.

Sincerely,

Martin

Edit o2_Sven 02.08.2022/20:56 : Topics merged

Hi @MartinViidik 

Thanks for the Update, i will get back to you via direct message via our @o2_Support User.

Best Regards Matze 

Hi @MartinViidik ,
I'm glad that my colleagues were able to help you and that your connection is now working smoothly.

Best regards.
Larissa