‎English Assistance - No Modem Delivered, No Internet

English Assistance - No Modem Delivered, No Internet

3 days ago

Hello. I am new to Germany and don't speak much German yet, so getting in touch with customer service is a nightmare. I will be moving into a new apartment next weekend with fiber internet instead of DSL. At the end of August I informed Telekom of the switch and started the process to get the connection set up in the new apartment. I asked for a fiber modem, but one has not yet been delivered and I move in a few days. I also have no internet connection in my current apartment as of this morning. Was my internet turned off five days ahead of my move?

How can I check on the status of my fiber modem and get my internet connection back in my current apartment?

Thank you.

Note:

This post was escalated by lejupp at 08.09.2025 17:21.

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3 days ago
Hi @Karlielb36 ,

I have escalated your posting to the support team with regard to the early termination of the connection in the old apartment.

Regarding the missing fiber modem: Did you receive an order confirmation ("Auftragsbestätigung") yet? If so, is the modem explicitly mentioned in the document? If it is not listed, it was probably not ordered and you will need to order one now.
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3 days ago
Thank you for your reply. In my order email from 30 August I have "Fiber Optic 300 FTTH Internet Access Speed 300" bfor 49.95 euro. I'm not sure if this means the modem. I can't see any open orders in my Magenta Mobile app. I never received any shipping information about the modem, but I know I asked for it, and it looks like I was charged for it.
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3 days ago

Karlielb36

In my order email from 30 August I have "Fiber Optic 300 FTTH Internet Access Speed 300" bfor 49.95 euro.

Thank you for your reply. In my order email from 30 August I have "Fiber Optic 300 FTTH Internet Access Speed 300" bfor 49.95 euro. I'm not sure if this means the modem. I can't see any open orders in my Magenta Mobile app. I never received any shipping information about the modem, but I know I asked for it, and it looks like I was charged for it.

Karlielb36

In my order email from 30 August I have "Fiber Optic 300 FTTH Internet Access Speed 300" bfor 49.95 euro.

49,95 € is the monthly rate for the 300 Mbps fiber service. A Glasfasermodem 2 is 49,99 € to buy.

You shod discuss the topic with a member of the support team, but my guess is that a modem was never ordered.

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2 days ago

Karlielb36

Thank you for your contribution to our community. 🙏🏽

I would be happy to help you with your move. 😊 Unfortunately, I was unable to reach you by phone just now. When would be a better time for you?

Best regards
Timur
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2 days ago
@Karlielb36

If you have not explicitely order a modem - the internet tariff alone does not provide one.

This is due to regulation that the ONT (the modem) is not part of the provider network, so you are free to choose what you want.

separate fiber modem (in addition you need a router that can do PPPoE)

Speedport Smart 4 Plus with integrated fiber modem - you can buy or rent this from Telekom

several Fritz!Box models with integrated fiber modem - check out 5690 Pro, 5590, 5530 - available in the market
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