A couple of months ago, we decided to get a DSL contract with you. We order everything online and we requested for a technician to come home, because our house is a new flat (Kellarwohnung), that has never have internet before.
Everything seemed to work: we got (one month later) the router and we got an appointment. However, nobody showed up in our appointment. Nobody called us. We just got an e-mail saying that "our internet is working", but not true. After multiple attempts to get a new appointment with a technician or to try to solve any of our problems (twitter, facebook, hotline), nobody seemed able to give us a solution, nor to mention internet. The only answer we got was "everything works for us here, so it has to work for you there", even when that was not true.
Before the 14 days required by law, we sent an e-mail and a mail with our "contract cancellation due not fulfillment of your contract". We sent the router and did everything according to the law. However, nobody from O2 answered us until one month later, saying that the cancellation was not possible.
We requested a reason why and also requested according to you when was the deadline for the 14 days cancellation, and again got no answer from you. Only a bill.
Then, we decided to go to one of your offices and found someone wanting to help us, who called your headquarters and tried to solve our situation. According to him the cancellation was possible because, as we stated, it was a new flat without previous internet, and we never got internet.
Yet, this week, we got again a letter with a bigger bill and demanding to pay or to give us a fine.
OK, I get it. It is not possible according to you to cancel our contract. But neither we get internet, we don't have a router now and nobody has tried to actually give us the service that we asked for and that we are "obligated" to pay.
I'm really frustrated with this and I really want to find a solution, apart from "paying for not getting anything".
Thank you in advance for your help.
