No DSL service for >2 weeks, appointments rejected

Hello, my customer number is DE16474768, ticket # is 6571653.

I am deeply frustrated by customer experience with O2 services and support.

My DSL has not been working since April 11. I don't speak German, so getting through hotline's IVR is always a pure headache. After a dozen of chats and calls to the hotline resulting in absolutely useless tips like "have you tried to restart your router?", an appointment was finally scheduled for last Thursday (April 20), I was waiting for the technician all day long at home but nobody came. Then I was told that the appointment was rescheduled to April 27th, but today it turned out that appointment was rejected. Guys, are you kidding me? This is the poorest level of cusomer service ever!

All I'm left with now is just a text message saying "We will try to make your connection work again as soon as possible and ask for some patience". Well, it has been two weeks of total inertness. What is happening with your customer support? Looks like nobody cares about customers and their problems. Why do my appointments get ignored or rejected? Why does it take hours to reach english-speaking operators on your hotline? When will anyone effectively help me with getting my DSL fixed? And how can i get a refund for no service in this month?