Hello @dmltml,

welcome to our community :)

Normally, you will be called a few days after you ordered, in order to compare your data. You can also ask for a change of the date there. Or have you already received your confirmation letter including date of activation and your access data? Then please let me know.

Kind regards

Giulia

Hello,

Yes, I changed the date from your WhatsApp technical support service. Another question I have is that how will I know if the ordered router is delivered or not. Since I am not staying at my new home yet, I would like to have tracking information of the shipment

Thank you

Hi @dmltml 

Did you receive a letter via Email which is called “Herzlich willkommen bei o2 DSL” with a activation Date?

Could you check this letter if there is a router mentioned? If not i am afraid you didnt order one.

Best Matze 

Hello,

Now I checked that email and it looks like I have not ordered a router but I clearly remember selecting one during ordering process. Is it possible to include one at this stage? My technician visit will take place today between 12-16pm by the way. Would that be a problem?

@dmltml There are two options.

First you can rent a router via o2, costs are between 2,99 and 5,99 Euro per month. 

Second: You buy a VDSL Router (like a Fritzbox 7430 or  7530 or 7490) via for example amazon or other tec dealers.

If you order one via o2 this will take between 6 to 8 worksdays, so you would have to wait a few days. 

Best Matze 

Hello, thank you so much for your answers. Now I have another problem. Today between 12-16pm was my technician visit and I am at home waiting for them. But just now I received an email that says: "

on June 24th, 2020 a technician commissioned by us should activate your DSL connection.  According to our information, this appointment has not been made.

 Please call us as soon as possible on 089 78 79 79 400 to make a new appointment.   "

The phone number of the support line does not have an English option. Can you help me to understand why the technician is not visiting today and how can I get information on English.

Hello,

I have waited between 12-16pm at my house with a clear adresse and my phone open at all times, but the technician did not come to the house. Not even a phone call… I asked you in my previous message how to call someone with Englisch service still no response. Even just at the beginning if this will be that hard I will prefer to go to another company and cancel my contract without starting. You already mentioned after 10 days it will be canceled in an email you sent but, can you confirm that I wont be charged anything due to 0 service I received.

Hi @dmltml 

Please sent us your fill name. addresse , date of birth and e-mail via private Message to our o2 Support User here 

and we will take a closer look what happend and try to figure out why the tec guy didnt show up as planned and if it is possible to cancel the contract.

Best Matze 

Hello,

I sent you private text almost a week ago and still no reply…

Please remove my contract, after suffering for 2 weeks trying to set up an internet connection with O2, I switched to another company. 

I

Hay hay @dmltml,

im sorry for my late reply. I send you an answer.

Kind regards,

Larissa