I am new in Germany.

I applied for a DSL internet connection through https://www.tarifdetektiv.de/. There will be a technician visit on 26th Feb.

I also bought a router myself (co-incidentally, Speedport Smart 4 but from Amazon).

1. I plugged it into the DSL port, but it didn't connect. So I can't follow the steps for "ready to surf" and retrieve line ID

2. It says the technician needs basement access. This building has 4 floors and 2 apartments on each floor and I just rent one of the apartments. I don't know how to access the basement.

3. It also mentions something a letter containing an access code and PIN . I have not received any such letter yet.

What should I do? Their email says I will be charged 49.95 EUR for a failed technician visit.