Returning a router to O₂

Here you will find all the information you need about returning your O₂ router, i.e. if your contract with us ends or if you have received a replacement router.

Rental routers include all O₂ Homeboxes, FRITZ!Boxes, and O₂ Homespots, which are billed to you monthly along with your plan.

When do I have to return my router?

All O₂ routers are rental devices and must be returned immediately after the contract ends, in the event of a revocation, or after an exchange. Our routers are the property of O₂ and are only provided for the duration of the contract. You will also receive a return request with your cancellation or order confirmation.

Tip: Even if you switch to your own router, please return your O₂ router immediately, otherwise the rental fee will continue to be charged.

What do I need to include?

Please return all original cables (power cable, DSL cable, and LAN cable) that you received from us. Coaxial cables and multimedia wall outlets for cable connections do not need to be returned.

If you kept the original packaging, please repack everything in the original box. Otherwise, the router can also be returned in an alternative box.

How do I get a return label?

Here you'll find our returns portal for landline devices. There you can easily create a return label to download and print.

Alternatively, you can use the mobile shipping label (QR code). Show the code on your smartphone at the DHL location, and the staff will print the shipping label for you on site.

To register in the returns portal, you'll need the router's serial number. You can always find it on a sticker on the bottom or back of the router.

All documents will be sent to you by email upon completion.

How much does return shipping cost?

Returns from Germany are free of charge when using the returns portal and are always handled by DHL.

If you choose to return the router at your own expense, these costs unfortunately cannot be refunded.

What happens if I don't return the router?

Sometimes it happens, and you simply forget that the router still needs to be returned.

In this case, you will be billed for the remaining value of the router based on its usage time.

If the router is then promptly returned to us, the fees can usually be refunded. In this case, please contact us in the Community or our customer support.

How do I return a router from abroad?

The free return label cannot be used for deliveries from abroad. In this case, please return the router at your own expense. The address is:

Telefónica Germany GmbH & Co. OHG
c/o KOMSA Kommunikation Sachsen AG Logistics Center
Wittgensdorfer Höhe 400
09228 Chemnitz

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