I’m having trouble getting a straight answer and I don’t know who and what information to trust in this entire process.

On August 31st I placed an order for a new DSL contract. After not seeing any progress or receiving any notice, I contacted the customer service chat on September 5th. I was told my order was rejected (abgelehnt) and the agent proceeded to place a new order.

My order seems to have to moved along, on Mein o2 it shows as being on Step 4 - it says that activation is confirmed and that I won’t need a technical visit. Only on September 12th I received a letter requesting information on the location of the APL, otherwise o2 won’t be able to proceed with my order.

I’m overseas now, so I’m not available to be contacted by phone. Since then I have contacted customer support multiple times for a total of more than 2 hours and not been able to provide the information requested or get to someone who could clear this matter for me. The closest times I got, the call was disconnected.

I’ve resorted to contacting the online chat instead and every time I seem to get a different answer. Yesterday, I was told my order was once again rejected and I needed to provide the requested information to the DSL activation department. Today, I tried again only to be told that everything is in order and the activation date is confirmed (sometimes they say October 4th, which is the date on Mein o2, and other times they say October 5th).

I’m really trying to get this sorted, because I will need this DSL connection once I’m back. I tried every possible number for customer support, including one that was specifically for landlines.