@GuillermoOrtega how did you order. Online or Shop? When did you order? About what technican you speak?

Hi, we ordered from a shop, a month ago (9. march).

Then a technician came, but he couldn't finish the installation because there were some cables that needed conection, and he said the landlord should give the permission for that.

Then we called the landlord and made a new appointmment for the technician, that was on 24. march (last week). A Telekom technician came (along with the landlord) and did the cable thing. But he told us he couldn't finish the installation, and an O2 technician would send us an SMS to make a new appointmment for the installation. That was a week ago, and nobody has contacted us.

Until that day we were on step 4 or 5 in the O2 app, like "the waiting for a technician to go and finish the installation" step.

But right now, in our "mein O2" App/web there is no information at all. We have no "open orders" or "completed orders". No steps, no information...It's like It was erased or something.

I put a screenshot attached, so this is better explained.

We really don't undersand anything, because everything was fine, and nobody has told us nothing.

Also we cannot call because we don't speak German, and have no german-speaking Friends.

What can we do?

Thanks for the help

@GuillermoOrtega first I am customer like you. Don’t post any private data here. You should only give private data over PM (private message) to o2 employees (username starts with o2_) 

Did you have other contracts at o2? (Mobile?)

Did you ever get an email for the dsl contract?

I think middle of week an o2 moderator will visit this thread and try to help you.

Yeah, thanks.

About the personal data, I think there was none in the message .

Anyways, thank you very much for the interest, and the information.

Hi @GuillermoOrtega,

welcome in our community!

We are still waiting for feedback from the subcontractor who should complete the end line in preparation for the connection.

I informed my colleagues from the specialist department that the technician was already with you and asked them to contact you in english.

Kind regards,

Larissa

Hi @o2_Larissa,

Thank you so much for your help!

We´ll await for your colleagues call.

Kind regards,

Guillermo

Hi again @o2_Larissa,

We just received an SMS in German prompting us to call a number from O2 to set up a technical appointment. 

The problem we have is that we don´t speak German, so we can´t communicate with a random person (who may or may not speak English).

Is there a way we could be called by someone speaking English or have a number that ensures us that we will be helped in English?

Kind regards,

Guillermo

Hello @GuillermoOrtega,

unfortunately we cannot guarantee you a call back in English, but we can clarify your concerns here or by private message. However, this can take longer than trying to reach one of my English-speaking colleagues by phone.

Do you still want to try it here in the forum by pm?

Kind Regards,
Larissa