New connection - Internet is not active - Technician never showed up

Hi o2 Team,

I requested a new DSL connection with o2 on the 2nd of April. I got an appointment with a technician on the 24th of April, from 8am to 12pm. Few days before the appointment I got the router delivered home.

Since I had to be present for the visit of the technician, I had to ask for a day off at work. I waited and waited, and nobody showed up. After 12pm, I called the customer support hotline. They said the technician might come a bit later than the scheduled time. It is 4pm, when the technicians finish their shift (or so I was told), still nobody showed up, nor I got any call. I called the customer support again, they say they technician did their part (not true, never showed up, and the comms cabinet is in a room locked by key, so it is not possible to access it), and everything is ok from their side. If I still have problems I should call the technical support line, which I did. They keep redirecting me from one person to another, stating they do not speak English (all this in perfect English, by the way). I end up every time speaking with the same person, who tells me I should call the technical support line. I end up in an infinite loop, until I give up.

The router is connected, the router webpage states everything is ok. I was never asked to enter the credentials sent by email to me though. I only get a Deutsche Telekom landing page stating my Internet connection is not active. I reset the router to factory settings more than 10 times, always with the same result. Connected with my laptop to the router, I run tracert, the packets obviously only reach the router and nothing else. There is no Internet connection.

Today, 26th of April, I do not have an active Internet connection, I call the customer support team, and get no help at all. When I log in to my o2 account, it still shows my connection will be switched soon, on the 24th of April... I cannot do anything else on my account, everything is disabled.

Can anyone advise on next steps to take? I am new in Germany, so getting someone who speaks German is rather complicated, and anyway, the issue seems to be that my connection was never activated, as the technician never came.

Best regards