I am hoping somebody from O2 answers this, as it is ridiculously impossible to contact them any other way.

An appointment was set for 10th February 2021 between 0800 and 1200h for an engineer to come to my house for the DSL line which I ordered. Despite receiving several text messages from O2 confirming the appointment, including one at 7:04am on the day, the engineer did not appear. I received an email at 10:37am that same day telling me I needed to make a new appointment within ten days otherwise the contract would be cancelled. No apology or reason was given by O2 as to why the engineer did not arrive. The following day, a lady from O2 called to arrange a new appointment, and again no apology was offered, despite the fact I had wasted an entire morning waiting for the engineer to come.

Anyway, the new appointment as scheduled for today (22nd February 2021) between 0800 and 1200h. Again, I received several text message confirmations including one at 7:05am, and again I waited and waited but the engineer did not arrive. It is now 1345h and it is clear that he is not going to show up, so again, I have wasted another half a day waiting because of O2.

O2 has now put me in an extremely difficult position. I am a freelancer and work full-time online. I had scheduled my home internet contract with T-Mobile to be terminated yesterday on the assumption that O2 would have completed the DSL on 10th February as originally scheduled. Now, I am left with no high-speed internet other than what I have on my handy but that is of no use to me as it has a data limit. Basically, I am unable to work.

I am sick of trying to call the O2 customer helpline as it is automated and usually busy. I am also angry that in the email I received from O2 on 10th February, I was told “Ohne Ihre Rückmeldung können wir den Auftrag leider nicht ausführen, sodass die Aktivierung Ihres Anschlusses nicht möglich ist. Dies entbindet Sie jedoch nicht von Ihrer Zahlungsverpflichtung für den von Ihnen beauftragten Anschluss.” Given that on both occasions it was O2 that missed the appointments, I am sorry to say that IF THE CONNECTION IS NOT COMPLETED BY THE END OF THIS WEEK (BY 26th FEBRUARY) THEN I WILL CONSIDER O2 TO HAVE DEFAULTED IN THEIR OBLIGATIONS UNDER THE CONTRACT, AND I EXPECT THE ORDER TO BE CANCELLED WITHOUT CHARGE TO ME, and I will take my business elsewhere. I WILL ALSO BE SEEKING LEGAL ADVICE AGAINST O2 TO RECOVER MY LOSS OF INCOME CAUSED BY O2’S BREACH which has left me without adequate internet until I can arrange a connection from another provider.