My Internet doesn't work

Hello eduardo.charters,

have you already contacted our technical support? In most cases, another visit by the technician is necessary. If you haven't, please let us know so we can inform our technical support about the problem.

Kind regards

Giulia

Dear Mrs Giulia,
This has been a terrible experience. I could finally speak yesterday with someone from the technical support. They scheduled a visit for today but nobody came. They scheduled again for Friday, but I wonder if it will happen or not. It is very difficult because I had to wait for a long time and I work, so I lost the day. Anyway they said something about a problem with the previous Internet provider (telecom) but this has become impossible to withstand, I have been waiting for Internet for one month. How come? I already regret making a contract with this company.

Hello eduardo,
sorry to hear that the connection still is not running as it should. I had a look at your connection and added some more information for our technical departement. I am sure this will be fixed soon.
Regards,
Lars

Dear Herr Lars, thank you for your message, but since your answer three times a technical visit was scheduled and three times no one came. I also didn't mention that the router rented from o2 didn't arrive, I asked for it again 3 weeks ago, and still nothing. Given the urgent need for Internet (I'm finishing my PhD), I bought a router on my own 2 weeks ago, after the 1st and only technical visit, but it was for nothing, because there's still no Internet. Would you have any practical suggestion that can really solve the problem?
Thank you in advance for your attention.
Best regards.

Hello eduardo,
as far as I can see a new apointment exists for today. I am optimistic the technician will show up and the connection will finally work.
The contract was signed in a shop and as of today the shop did not send any information that a DSL router was wanted with this contract :-/
Regards,
Lars

Dear Herr Lars, thanks for your answer. What time is scheduled the appointment today?
Best regards.

Dear Herr Lars,
Not surprisingly the technician didn't come today. Not today, not yesterday and not in the last 2 weeks. We, me and my wife, lost time, days of work and thus money to be at home waiting for the technician to come, as agreed. The issue with the router is serious, because I went to the store twice, to ask for it, and nothing to the present date. Our patience and confidence that you can deliver the contracted service are over. Therefore, it is my will to terminate the contract immediately, on the grounds that you, o2, didn't fulfill the contract. After all I just wanted an Internet service, that was it.
Best regards,
Eduardo.

Sorry to hear that this issue still isn't solved.
I informed the technical deüpartement that a solution is needed as soon as possible. Sorry for any inconveniences :-/
Regards,
Lars