No fiber connection after a move

Question

Greetings!In short, my fiber Telekom Modem 2 is not connecting to the network after a move - it just keeps blinking green. Longer version:-  I had a Telekom fiber optics connection, and then moved to an appartment in the same house without connection.- I've ordered an Umzug, but during an appointment the first technician told me that he can't connect me to the network because there's some connection error between the basement and the street (so the socket was installed, but not connected), and I have to wait for someone to fix that.- I went to a Telekom shop to ask if I can get temporary  5G  connection, and instead they cancelled my order and tried to sell me VDSL.- I've called to reinstate my order, and on 26.06.2024 a technician came and connected my fiber optic socket to the network, and my internet connection was working. However, it turned out that my order was marked as a separate contract, and not a move.- Telekom support told me that I should terminate the new contract and just keep using the old one.- After filling a request for terminating new contract my connection stopped working - that was expected.- However, I was unable to connect with old credentials either. After contacting support a few more times, they told me that my move was still not registered (27.06.2024) and I have to register it to start using my connection in the new apartment, so we did that on the phone. I've got an email about that too.- Support guy told me that normally I should be able to connect in 1-2 hours after that, but 10 hours later my modem is still blinking green. Rebooting it doesn't change anything. Do I have to just wait more, or is something not registered properly? I've added my socket and modem IDs in my profile.Thanks in advance

BrocodeMr · Answer

Response to Connection IssueHello SB421, It sounds like you've had a really frustrating time with your Telekom connection. Here are some steps you can try to resolve the issue:Step 1: Check the WiringCheck cable connections: Ensure all cables are properly connected. Sometimes loose or improperly connected cables can cause such issues.Check network socket: Verify that the network socket is correctly installed and that there are no physical damages.Step 2: Restart the ModemRestart the modem: Unplug the modem from the power for about 10 seconds and then plug it back in. Wait for the modem to fully boot up.Perform a reset: If a simple restart doesn’t help, perform a factory reset. This can usually be done by pressing the reset button (often a small hole that needs to be pressed with a paperclip) for about 10 seconds.Step 3: Verify Login CredentialsCheck login credentials: Make sure you are using the correct login credentials for your old contract. If you are unsure, contact Telekom support to get the correct login details.Update customer information: Ensure all your customer information, including your new address and modem IDs, are correctly entered in your Telekom profile.Step 4: Check Order Processing StatusCheck order status: Call the Telekom hotline and ask for a status update on your order processing. Sometimes there can be system delays that need to be manually corrected.Create a ticket: If the issue is not resolved, ask the support to create a technical ticket so that a technician can check the problem.Step 5: Further Steps with Telekom SupportCall support again: Call Telekom support again and explain the situation in detail. Ask for a recheck of your move and contract transfer.Request a technician visit: If the problem persists, request a technician visit to check the connection and installation on-site.SummaryIt seems there is an issue with the proper registration of your move or the contract transfer. The following steps might help: Check wiring and network socket.Restart or reset the modem.Verify and ensure your login credentials are correct.Check the status of your order processing with support.Contact support again and possibly request a technician visit.Hopefully, these steps will help solve your problem! If not, stay persistent with support until a solution is found.Good luck! Best regards,BrocodeMr

No fiber connection after a move

Response to Connection Issue

Step 1: Check the Wiring

Step 2: Restart the Modem

Step 3: Verify Login Credentials

Step 4: Check Order Processing Status

Step 5: Further Steps with Telekom Support

Summary

Fritzbox5590 showing fiber connection is training

Fiber Interner has no connection.

Fiber optics connection in house with full Hausanschluss

Self-service for Internet connection with already installed fiber modem

No setup link after fiber installation

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