Störungsmeldungen Internet, TV & Telefon Kabel

CH7466CE WLAN-Verbindung des Routers funktioniert nicht mehr täglich / WLAN Internet stops working
Netzwerkforscher
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Netzwerkforscher

Hi Wallace,

 

I have checked the DHL tracking (screenshot below) and it seems tha the router has again been returned? Looking at it don't think DHL tried resending it to the alternate address I provided to you earlier but instead it seems they returned it to the sender via the Forwarding feature. Did you perhaps arranged a new router being sent through a different tracking code? If so could share it? Also, I have now been charged 100 euros on this monthly, could you perhaps credit it given that still I haven't received a new router and cannot anytime soon return the old?

Thank youScreenshot 2019-05-18 at 11.30.24.png 

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Moderator

Hi,

 

Yeah, apparently the package went back to us. Unfortunately I can't resend it yet, because the router has been detected by the system.

 

The 100€ have already been credited and should be charged with the next invoice.

 

Regards

Wallace

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Netzwerkforscher

Thanks Wallace. By any chance, could those €100 be refunded to the bank account they were charged from rather than just show as credit on the statement? I live in a flatshare and my flatmate is the account holder and has been credited her account for it already and she was willing to get it refunded instead.

 

Thanks,

Marcos

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Moderator

I'm sorry, but that's no longer possible.

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Netzwerkforscher

Hi Wallace,

 

Actually please don't ship any new router. Our contract ends in July and we are considering not renewing another year since we might need to leave the house anyway. Would the account team be able to refund those 100 euros perhaps? There is just one more month we would be so there will be 66 euros on credit at the end of the contract. Would those be automatically refunded upon contract termination?

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Moderator

Okay, I'm not sending any new routers. If at the end of the contract there is still credit on the customer account, this is automatically transferred to the bank account.

 

Regards

Wallace

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Thanks Wallace. Also, I have few questions about my contract that I hope you could help me with, since I know that on the phone line english is rarely spoken.

 

Looking in the customer portal I read that the earliest possible end of the internet contract is 13/7/19 (it started 13/7/ 1. It also says that last possible cancellation receipt is said to be 31/5/19 (next week). question is, do you know if the contract it's set to end or to auto renew? If the latter, it's the autorenewal period one year and is there perhaps a shorter one (ie. month by month basis)? I ask because it's likely that I need to leave the WG in the summer and I don't think I can move the plan with me or transfer it to the new tenants.

Thanks,
Marcos

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Hey,

 

the contract is always automatically extended by one year. There is no option to extend the contract for individual months.

 

Regards

Wallace

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