Hello,

For general information, my German is quite bad.

I needed to replace a router for my Telekom fiber connection for FritzBox, according to help I need to call and ask for ID change.

I have done it today, but we failed, specialist not managed to find the device and internet not worked.

Support case 303464353 (21.07.2025) was opened about it.

Got recommendation to call with native German.

I'm done it, but my friend got that she is not me (even with all information) and can't change parameters.

I see some kind of loop. So can I ask to call me to me a specialist that can help me and speak English?

Seems I found the problem, I gave 12-digit ID of device, but seems that Telekom need to convert it in a 16-digit.

Strange that support does not know that.

Also tried to add device in MyMagenta app, but that is not possible. It required connection to router and internet at the same time. My phone can't do that, so at least in some cases in need to be fixed.

Would be nice if I can get a call in anytime till 24:00 and from 9:00.