https://hilfe.o2online.de/o2-dsl-rechnung-35/retrieve-bill-get-refund-524836 

Good morning @Promi 

This position refers to a loan device (router?) that you had from o2 and that apparently was not returned. Therefore, you were charged for compensation.

BR

Hmm ... laut Screen hier

https://hilfe.o2online.de/english-o2-community-broadband-dsl-70/o2-dsl-connection-termination-582508

läuft der Vertrag noch bis Anfang Mai

Wurde der Vertrag regulär gekündigt oder vorzeitig (Umzug ins Ausland o.ä.)?

The contract is still I am using and never terminated. Even I extended it.

Evtl Router ausgetauscht?

No. There was no discussion about router exchange. They didn't send me any mail as well.

Hello @Promi , 

you received very good help already!

Thanks at all for your commitment.

You specified that you extendet the contract.

Did you change your contract to a tariff with up to 250 Mbit/s?

For this tariff you often need a new router.

Did you received more information in the meantime?

Best regards, 
Manuela

Hi Manuela, I have extended my contract but tarif is same they just reduced the price.

Hello @Promi , 

thank you for your reply.

Maybe the router was deactivated accidentally.

Did you receive more information in the meantime or shoud i take a look for you?

Best regards, 

Manuela

Hi Manuela,

The router is not deactivated. I am still using it. I talked with O2 customer service.  They told me that they will refund my router money by one week. Unfortunately, it has been three weeks and I haven't received any money. In that case can you help me to get the money?

Thanks for your help.

Hello @Promi , 

thank you for your reply.

I took a look into the system and I can see the ticket for the refund.

The ticket is still beeing processed by the specialist department.

One week is a bit too short for the entire process.

I am very sorry.

At the moment I can only ask you for patience.

Best regards, 

Manuela

Hello @Promi , 

I have news for you.

Unfortunately the money for the router can only be refunded when the router is returned to us. 

Systematically there is no other way. 

In that case, i can make a free router replacement for you, so that the “old” router can be send back to us and the money can be refunded.

You will get a new router from us, which you can use for your tariff 

Should I initiate this for you?

Best regards, 

Manuela

Hi Manuela,

Glad to hear from you. I can send back the router if you refund after that. I have a question about it, if you replace the old router with new one should I need to pay any extra money? If not then you can start the process 

Thanks

Hello @Promi , 

you dont have to pay extra charges for that.

I booked the new router for you.

When the router is send to you via post, you will get a notification via e-mail.

When the new router has arrived, please send us your previous router back.

After that, we can refund the charge for your previous router.

You can create a return note here → Rücksendeportal für o2 Internet zuhause Geräte.

Best regards, 

Manuela

Thanks a lot Manuela. I appreciate your help

Hello @Promi , 

you’re welcome! 

Has your new router arrived in the meantime and have you already sent your old router back to us?

Can I still help you?

Best regards, 

Manuela

​Hi Manuela,

I was supposed to get the router yesterday, but dhl did not deliver it to me. They said that they cannot deliver it because my name is not written in the letter box or front door or the address is wrong. Ridiculous things happened with me again!

 For your information, I am receiving other parcel and letters regularly. Even today I received a letter from O2. Then how come dhl could not deliver the router? I am seriously annoyed this time.

​

@Promi Sure something like this is annoying, but where exactly do you think this is o2's fault? If DHL is not able to deliver, that is a DHL problem. Please contact the support chat or wait for a moderator's answer here, so that o2 (as the originator of the shipment) can follow up with DHL to find out what went wrong.

Don't get me wrong. I haven't said its O2's fault. Its totally dhl's fault because I have received O2's letter timely. Dhls lazzy ass sometimes don't ship the package to the house they keep it in a packet shop, but recently my nearby packet shop has been closed permanently and maybe that's why they couldn't put it there and did not deliver it to me directly.

All good @Promi, I understand you absolutely. I also had the same problems with DHL several times. 

Has the package now been deposited somewhere for pickup, or is it going back to o2?

No, dhl sent it back to O2. Don't know when I will get it

Hello @Promi,

have you received any further information in the meantime?
Feel free to give us feedback on this.

Kind regards
Jessica

Hello Jessica, I have not received any feedback from O2 yet. I don't know whether they will send me the router again or not.

Hi @Promi 

Of course, it is annoying that the package did not reach you. In this case, we first have to wait until the shipment is back at our logistics center, then we can make a second attempt with a new shipment to your home to replace the router.

Best Regards Matze

Hello @Promi , 

we can now start a new shipment of the router.

To be sure that the adress is correct, please let us change to private messaging.

You will get a private message vom o2_support shortly.

Best regards, 

Manuela