Thema "My router is lost and I didn't receive it" in Kabel: Tarife & Rechnung

My router is lost and I didn't receive it

minas — Thu, 11 Feb 2021 06:19:07 GMT

Dear Team,

I am a new customer, and I recently ordered a DSL plan of Vodafone Kabel Deutschland including a router.

I received a SMS from Vodafone asking me to activate the router in 5 days, but I didn't received it.

An email from DHL says my neighbor has the router since I was not home when it was delivered.

So I asked the neighbor DHL tole me but he told me that he did not receive my package.

So I think the router is lost. What should I do now?

Can I request a new router, or can I do anything else?

I would like to have my internet connection as soon as possible since currently there is no internet...

so I'd really appreciate it if your could help. Thank you.

Edit @minas moved to the right Board.

Re: My router is lost and I didn't receive it

Nancy — Thu, 11 Feb 2021 13:19:11 GMT

Hello minas,

I'd better take a look at it. Please send me your customer number, name, date of birth and address by private message and then report back here in the thread.

Best regards

Nancy

Re: My router is lost and I didn't receive it

minas — Sat, 13 Feb 2021 16:25:05 GMT

Thank you for your reply.

I wrote to you with the information. I also replied to Thomas.

Thank you for your help.

Re: My router is lost and I didn't receive it

minas — Sat, 13 Feb 2021 16:48:43 GMT

Sorry for writing again.

Is it possible to use my own modem (FRITZ!Box 7560) for the DSL connection of Vodafone?

I was using it for my previous provider until this January.

Because I want to have the internet connection as soon as possible but I don't get the router,

so I think it might be one way if possible.

Best regards,

minas

Re: My router is lost and I didn't receive it

Torsten — Sat, 13 Feb 2021 19:01:01 GMT

You cannot use a DSL router on a cable connection. For this connection you need a cable router, e.g. the Fritzbox Cable. Which device you can use also depends on your tariff. The 6490 or 6590 goes up to 500 Mbit / s, with Gigabit it must be a Docsis 3.1-capable device like the 6591 or 6660.

Re: My router is lost and I didn't receive it

minas — Sun, 14 Feb 2021 11:00:14 GMT

Thank you for your answer!

I see, then I'll wait for a reply from the Vodafone team.

Re: My router is lost and I didn't receive it

Thomas — Mon, 15 Feb 2021 14:55:39 GMT

Hi minas,

if the package was actually left in front of your door and then could no longer be found there, a clarification must be made via DHL. You would have to seek clarification there. Only when there is a proof from DHL about the loss, we can become active.

Regards

Thomas

Re: My router is lost and I didn't receive it

minas — Mon, 15 Feb 2021 18:08:13 GMT

Thank you for your reply.

It means I have to submit a claim to the DHL, right?

If so, I'm doing it on the following page:

https://www.dhl.de/de/privatkunden/hilfe-kundenservice/sendungsverfolgung/nachforschungsauftrag.html

But to do so, I need the information of the sender (detailed address, if the package has insurance or not, etc)

that I don't know.

Could you please let me know all the information that I need to submit the claim?

Thank you for your help.

Re: My router is lost and I didn't receive it

Thomas — Mon, 15 Feb 2021 20:41:24 GMT

Hi minas,

the address is.

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

Regards

Thomas

Re: My router is lost and I didn't receive it

minas — Tue, 16 Feb 2021 11:51:59 GMT

Dear Thomas,

Thank you so much for the address.

I submitted the investigation to DHL.

I also called DHL customer service and they also told me what only I can do is to submit the investigation.

So I'll wait for the result. However, they say it will take 2 to 6 weeks. It's too long.

Is it possible to have an alternative router or something until the investigation ends?

Not having the internet for 2 to 6 weeks is too hard for me...

Best regards,

Re: My router is lost and I didn't receive it

Thomas — Wed, 17 Feb 2021 15:04:47 GMT

Hi minas,

it's not that simple. If then it would be an exchange router and that means the other one has to be sent back.

Regards

Thomas

Re: My router is lost and I didn't receive it

minas — Thu, 18 Feb 2021 11:56:37 GMT

Dear Thomas,

Thank you for your reply.

You mean that I cannot get an alternative (or temporal) router because the router is lost and it was not sent back to Vodafone?

By the way, I received the following email from DHL. Does it mean that it has to be the sender (Vodafone) and not me who should request the investigation to the DHL? If so, could you please do that?

---------------------------------

Guten Tag,

vielen Dank für Ihre Nachricht zur Sendung 689213988475.

Eventuelle Schadenersatzansprüche kann grundsätzlich nur der Versender als unser Vertragspartner geltend machen - es sei denn, uns liegt eine Abtretungserklärung vor. Bitte wenden Sie sich deshalb an den Versender.

Wenn Sie hierzu Fragen haben, dann melden Sie sich einfach – wir sind gerne für Sie da. Damit wir Ihr Anliegen schneller bearbeiten können, nennen Sie uns bitte die Anliegennummer 2102-07883408.

Beste Grüße

Ihr Kundenservice

-----------------------------------

Thank you for your help,

Re: My router is lost and I didn't receive it

Stephan — Sat, 20 Feb 2021 15:52:55 GMT

Hi minas,

sorry about the mess. We'll send you out a new router.

Regards

Stephan

Re: My router is lost and I didn't receive it

minas — Sun, 21 Feb 2021 11:40:41 GMT

Dear Stephan,

Thank you. I'm waiting for the new router.

Best regards,

Re: My router is lost and I didn't receive it

minas — Tue, 23 Feb 2021 16:30:22 GMT

Hello,

I received a new router today. Thank you for your help.

But I have another problem now. There is no connection cable (Anschlusskabel) in the box of the router.

It is supposed to come with the router, right?

Best regards,

Re: My router is lost and I didn't receive it

Stephan — Tue, 23 Feb 2021 20:47:43 GMT

Hi minas,

sorry for that. We'll send you a new cable.

Regards

Stephan

Re: My router is lost and I didn't receive it

minas — Wed, 24 Feb 2021 10:16:28 GMT

Dear Stephan,

Thank you. I really hope it arrives soon.

Best regards,

Re: My router is lost and I didn't receive it

minas — Thu, 25 Feb 2021 14:30:39 GMT

Dear Stephan,

Today I received the cable, and it worked out, I finally got the internet in my apartment.

Thank you for your prompt action!

Best regards,

Re: My router is lost and I didn't receive it

Thomas — Mon, 01 Mar 2021 13:26:33 GMT

Hi minas,

do you have any questions or can the thread be closed?

Regards

Thomas

Betreff: I didn’t get internet or router since one month

Hussein21 — Fri, 01 Apr 2022 10:15:22 GMT

Hello,

Dear Team,

I am a new customer, and I recently ordered a DSL plan of Vodafone Kabel since one month and till now i didn't get internet and router

I would like to have my internet connection as soon as possible since currently there is no internet...

so I'd really appreciate it if your could help. Thank you.