Rude customer service and no internet connection?

I am supposed to be having my DSL connected today, but I got an email from o2 saying I should call them immediately to arrange a new appointment. There was no explanation why this had to be done. So my girlfriend came home from work to help me call the helpline, ash her German is pretty good (Mine is nonexistant). After going through all of the steps (And nearly 20 minutes of waiting) we finally got through to someone who just hung up on us as soon as they heard her say there was a problem...

Has anyone has experience with this?

The email has no clear reason why I need to do this, and there is no option stated other than to call this number .. .

Any help would be awesome.