No Internet service, please help

Hello.

Sorry for English, my German is yet not too good to explain such things.

Hopefully, it is ok.

 

On September 25th I tried to become O2 Alice S customer. Since then I am getting practically no service and no help from the Hotline.

 

I have received an email that "wir haben eine Sendung an Sie mit dem Vermerk „nicht zustellbar“ zurückerhalten. Für zukünftige Sendungen benötigen wir Ihre richtige bzw. vollständige Adresse. Bitte prüfen Sie im Online-Serviceportal auf dsl.o2online.de/meino2 Ihre Rechnungs- und Postanschrift und korrigieren Sie diese gegebenenfalls."

 

After that I called the Hotline and explained that

1) my home adress is perfectly correct and I receive all my post there

2) I still don't have any access to my online account (/meino2) because O2, I guess, somehow forgot to send me the login details

 

O2 Hotline told me that they would send me the "Sendung" (the router, I guess) once more.

In a while I received another (2nd) email of the same content - that my adress is „nicht zustellbar“.

 

At the same time I got a post letter from O2 saying that my Product will be ready for use on October 22nd, which I had to re-schedule to October 29th.

 

The Hotline Mitarbeiter told me again that they would send me the "Sendung" once more (for the third time!).

 

I'm afraid the delivery will fail again, because no one seems to be bothered about what the problem is.

 

So, to conclude, I have some very important questions:

1) May I PLEASE have the details of my online account? All of O2 emails redirect me for 'further details' to meino2 portal, which I can't access.

 

2) How can I solve the problem of the delivery? My address in O2 database is correct, I receive all the post there, including letters from O2. Why is this mysterious delivery failing??

 

3) Can I be sure that on the 29th of October I will FINALLY have internet? I really doubt that, because it has been extremely hard to get any customer service so far (no matter in what language). It is almost a month that I'm waiting.

 

I really need and would highly appreciate your help and support here.

My customer number is DE12075611

Will gladly provide any further details.

 

Thank you.

Alina