Good afternoon,
I'm writing this with a complaint about my o2 internet. A few months ago, I extended my internet contract for another two years with o2 at the headquarters in Goch, I was assured that my internet will work flawlessly all the time and that it is only an extension of the contract (a matter of papers), as of January 25, I do not have internet access,  I tried reconfiguring the router, it didn't help. 
After many attempts to contact the person at the headquarters in Goch by phone, I did not receive any reliable information about the problem.  When I came personally to the headquarters Goch to the same responsible person, I received information that an expert would come to me to fix it.  
To this day, no one has come to see me, I haven't even received any information regarding the date of arrival!  
It was a change of internet from o2 to o2, not from another company, I had no problems before.  
It's been 2 weeks now that I'm paying for a service , which is not provided to me!
I'm disappointed with the customer service!  
I am asking you to consider this matter as soon as possible, because I don't intend to pay for a service that is not provided to me.  However I have received message about vorwahl number and should contact my internet provider. Could you please assist on this matter?

Edit o2_Antje: Thread moved & relocated to English Community / 05.02.2023