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Last month, I contracted to O2 for sim+Wi-Fi services [25 (for home wifi)+ 15(Mobile sim)= 40euro/month]. I got my mobile Sim but I haven’t got my router. It’s already a month. Still, I have received the two bills of amount 2.33 euro and 45 euro (more than the contract amount). Why would I pay this amount and also I am not going to pay for Wi-Fi service until I will get my router. Please let me know:

First- when will I get my router?

second- Correct my bill and refund the extra amount which deducted from my account.

I will only pay for Mobile service not for Home WiFi until I will get my router.

 

Edit by o2_Katja: Moved to our english community

Dear O2,

Could you please resolve my issue?

Hi @JagDwi,

welcome to our community. :relaxed:

My colleagues already refunded the monthly fee, but the credit will take effect in further invoices. They also will send you the need router, sorry for the delay.

Can you send us a message when you got the router?

 

Best regards,

Michi

Hello O2,

Thank you for your reply.

Of course, I will let you know when I will get it. But please deliver the router as soon as possible or can you tell me how much time it will take? 

I've been waiting a long time already.

 

Thank you

Hi @JagDwi,

fingers are crossed for a fast delivery. :hugging:

Please let us know when you got your router.

 

Best regards,

Michi

Hello O2,

First of all, I am very disappointed with your service. I am getting wrong bill past 3 months. You assured me that I would get my router soon. It's again one month completed. I still haven't got it. and also you assured me that you compensate last month bill in next month. But this month, also I got wrong bill, even more than my contract.

 

Either solve this issue as soon as possible and send my router within next week or I will quit this contract.

 

Thanks

Hello @JagDwi,

I am very sorry that the router still hasn’t been delivered. I have contacted our logistics department and asked them to send it asap and to inform me about the delay.

I will contact you again as soon as I receive their answer and take care of another refund.

Best regards

Giulia

Hello @JagDwi,

the router is on its way now and will be delivered with DHL within the next few days to your contact adress.

I have ordered a refund for the monthly charges of your o2 My Home M contract as well. You will be informed on this also via email. The credit will be deducted from your next bill and can be found under “Beträge aus dem Vormonat”.

Please let us know when you have received the router and if everything went well.

If you have any further questions we will be pleased to help you.

Best regards

Giulia

 

Hello Giulia,

 

Thank you for answering me. Yes, I will let you know. Hope I will get router soon.

My presence is not necessary at the delivery time, is it? During working hours, I will not available at home.  So, you can also deliver it to my landlord.

 

Best regards

JagDwi

Hello @JagDwi,

DHL normally delivers during daytime, you will be informed if the package is being handed over to a neighbour.

Best regards

Giulia

Hello Giulia,

 

Yesterday, I have received the package. Thank you very much for that. Now I am happy with your service.

Now, please also resolve my over bill issue. Hopefully I will get the amount reduced in this month's bill or I will get a zero amount bill. Because I have already been charged for more than a month bill (over 40 euros).

 

Thanks and best regards,

JagDwi

Hello @JagDwi,

I am happy to hear that the delviery went well :relaxed:

The refund has already been made and includes the monthly fees for the period December 16, 2021 to March 14, 2022. It will be deducted from your next bills.

I hope I was able to finally clarify your issue. If you have any further questions please let us know

Best regards

Giulia

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