My router is lost and I didn't receive it

[minas]

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.

[Nancy]

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

[minas]

Thank you for your reply.

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

Thank you for your help.

[minas]

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

[Torsten]

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.

[minas]

Thank you for your answer!

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

[Thomas]

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

[minas]

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.

[Thomas]

Hi minas,

the address is.

Vodafone Kabel Deutschland GmbH

c/o DHL Paket    

Am Tower 222

90475 Nürnberg

Regards

Thomas

[minas]

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,