I sent a request of refund of the month of August because I did not have WLAN. You sent me in response a letter to my house saying that you do not have any reference number.

On 12th,13th,14th and 20th July I talked to Ilhan on the phone number he provided, from the Köln shop where I signed my contract. He was following up my case and looking for different solutions.

I went to Köln shop on 7th August to inform that my internet is not working. I took the router for return and they did not accept it because that is not the procedure. They told me to wait in my house until I receive a new one, and that they opened a dossier to inform about this and refund me for the two months were I did not have internet. 

In the meantime they gave a phone number for O2 English speaking customers. I have the register for many calls, waiting for more than 40 minutes on the phone several times, without reaching a technician. For example, on 26th July. 

Only when I called on 25th August, I was informed that a technician would visit my home in the following days. 

Only when the technician visited my house on 29th August, I had internet for the first time. I should have internet since 4th July. 

Please review all these dates with your colleagues and let me know if you have doubts.

I also have the offer where it said I would pay a total of 50,47 Euros per month, for mobile phone and internet. But I am paying 80 Euros per month for both. 
Edit o2_Bianca: Post moved from o2 My Home Rechnung to English o2 Community Broadband&Landline