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Still didn't receive a router

PavelLaptev
Rang
Hello O2, my activation date is tomorrow, but I still did not receive a router. And according to this I have a few questions:

1) Should I pay for your delay, because I rent the router?
2) Can my connection be possible without pouter?
3) Do you have a tracking number for the router?
4) How can I know when I receive it?

And a couple of additional questions:
5) This link www.o2.de/my-o2 redirecting me to help.o2online.de is it okay?
6) Do you think it's okay to have a service like this in 2019?

Please, do not ignore this message and answer on all questions.
icon

Lösung von o2_Lars 17 September 2019, 17:32

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13 Antworten

PavelLaptev
Rang
my username is XXXXX check it ASAP

Edit o2 Antje: Persönliche Daten aus Datenschutzgründen entfernt
PavelLaptev
Rang
Can I not let the installer go inside the home if the router doesn’t come and don't pay him, since you did not send the router, because it's your fault? I think I can
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
Dear @PavelLaptev . Sorry for your problems. First. I am a customer like and i don´t work for O2. First some questions. Hope i can you help a little bit.
There you make your contract. Online or shop?
Did you really have order a router with your contract?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
PavelLaptev
Rang
Hi, @Joe Doe! Thank you. Yes, It was online purchase. I ordered O2 my Home M Flex + HomeBox 2.


1 Anlage
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
Ok. You must have get an email "Willkommen bei O2" At what date your VDSL line should connected by a technican from German Telekom?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
PavelLaptev
Rang
Yep, I have it. The day X is tomorrow 17.09.2019
PavelLaptev
Rang
No router, but I pay for it from the first day. How about a discount due to your incompetence?
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5
@PavelLaptev other question, before a O2 Moderator show up. Did the technican come today to you?
Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
PavelLaptev
Rang
@Joe Doe yes, all seems good, she went and tunned everything but I can't check it without a router.
o2_Lars
Hello @PavelLaptev and welcome to our o2 Community :-)

I had a look into this and it seems to me that not everything worked as planned.
We sent you an email on the 9th of September informing you that the router that you ordered is on its way, also included was a tracking number.
According to the tracking it seems like the delivery service was not able to find the door bell with your name on it an the 11th. Is it possible that your name was not written on it at that time?
The return of the router is being processed right now, as soon as this is finished we will resend the router to you.
Sorry for any inconveniences.
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
PavelLaptev
Rang
Yes, it could be possible about a week my door bell was without a name. Thank you for help
o2_Lars
Hello @PavelLaptev,
okay, that would explain the return of the router. I arranged the router to be resent to you, it should arrive within a few days :-)
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
PavelLaptev
Rang
@o2_Lars thank you! I appreciate it ☺️

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