[English] return of the old router - please help!

[ontonivo]

Hello!

I have received a new router together with the new contract on 27th of March. It has been mentioned I have to send the old router back within 14 days. Unfortunately the new contract has been activated only 5 days later after I have received new papers and the router, so I was physically unable to send the old one back, as the new one was simply not working. I was relaxed, as Vodafone has sent me an email that due to Corona situation they are extending time for returning old routers upto 60 days. Anyway, I have sent the old router back on the 6th of April by DHL Paket, which they have tried to deliver in Bochum (?) instead of Nuernberg by mistake yesterday, so it is still in transit somewhere, unfortunately.

To my surprise, today I have received a reminder by email from Vodafone that I have to send the old router back urgently, otherwise they will charge me for 100 eur?! Seriously? What about that email with extension for 60 days and what about 5 days waiting until Vodafone will finally activate the contract?

Can someone please help me with that? I have the tracking number in hands, if any.

[reneromann]

If you change your contract, then the contract will be activated either by first connecting the new router -OR- after a certain time (even if you do not connect the new router).

Second: There is only a limited amount of time to send back rental devices - and I think these reminder mails are sent automatically. But this system cannot detect whether the router is already in travel back to Vodafone -or- if it was already received until it is unpacked and scanned. And I doubt that the automatic mail system will have been changed for the current situation - so it just triggers as usual...

But something is strange: This Bochum thing is not normal - could it be that you mixed up addresses and directed the router to Arvato instead of the Nuremberg address?

[ontonivo]

Hello reneroman!

Thanks for your reply. Yeah, but isn't  the system supposed to know about extra 60 days for returns, according to the email message we have previously received from Vodafone?

The Bochum thing - I am pretty sure I took the Nuremberg am Tower 222 address from the papers I have received with the new router. The mistake must be on DHL side. Latest status from 9th April says it was wrongly delivered and that it will cause a delay. Since 9th there was no update - Easter time I suppose. Also the DHL system does not accept the receiver's PLZ to give me further details, so the parcel must have been addressed to somewhere else in their system.

Will keep checking DHL website for updates. Hope it will reach the right place finally and that your system will not send me an invoice. 

Best regards,

Anton

[Thomas]

Hi ontonivo,

the deadline was automatically extended for all our customers. We have not yet received the cable router.

Regards

Thomas

[ontonivo]

Thanks Thomas!

The latest update from DHL is from 11th of March, Bochum - they are preparing the parcel for transport to the receiver's region, and the delivery date is today. It seems to be in order, as DHL system accepts the PLZ of Nuremberg as a correct one now.

Let's see when it comes. Fingers crossed.

Best regards,

Anton.

[Thomas]

Hi ontonivo,

report back here on Friday. Then we'll see if there is any news.

Regards

Thomas

[ontonivo]

Hi Thomas!

According to DHL, it has been delivered yesterday 15.04 to receiver's Paket Centre in Feucht.

Best regards,

Anton

[Stephan · Accepted solution]

Hi ontonivo,

and just today we got the confirmation from logistics that the router came back.

You're safe.

Regards

Stephan

[ontonivo]

Hi Stephan!

Many thanks. Have a wonderful weekend! 🙂

Best regards,

Anton

[Lars]

Hi Anton,

I give your thanks to Stephan and Thomas.

I close the thread with this. If you have any questions, please contact us again.

Best regards

Lars