Fault number: W0*

Over a week ago, I contacted Telekom for a relocation to my new apartment. I was told that the new building only supports fiber internet and they placed the order for me. Unfortunately, the order was placed incorrectly assuming that my apartment already has the Glasfaser dose and ID (which is not the case and it was also not explained to me). On 1 July, the internet in my old apartment (where I still have access until the end of July) stopped work and of course I cannot setup the internet in my new place in the absence of the fiber installation. I contact support and after over 1.5 hours I was told that the internet in my old place will start working again while they install the Glasfaser connection in my new place by the end of July. It's been 3 days and the internet in my old place still does not work. I contacted support multiple times via chat. I am told to restart or reset the router (Speedport Smart 4), but it does not work. Once I was told to contact the helpline number but nobody picks up after ~20 mins. It's been an incredibly frustrating experience and I would just like my internet to work. 

Some additional info: When I restart the router, sometimes yellow light blinks but after a while it settles to green. When I login to http://speedport.ip, I can see that the DSL link has been established but it says "No internet connection". When I click on settings, it asks for access information which I do not have. 

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Sven Ö. (edited fault number)