Internet connection not activated

Dear all,

While my o2 online portal states that "the internet is activated since 02.01.2018", it is not.

So the technician was not here. I called customer service and he claimed that the internet was probably activated off-site. I have reset my router, yet I am still connected to my previous/current provider and not o2.

Does this mean that I will have to pay for services I never received? Could someone from the o2 team help resolve this situation?

Thank you in advance.