Hi,

My Telekom contract officially started on 27.06.2025. On that day, a technician visited our home and told us that everything was set up. He instructed us to buy the Telekom Smart 4 router, connect it for 20 minutes, and we would be ready to use the internet.

This came as a surprise to me, as a previous sell person had told me that I could continue using my existing modem. However, it now seems that was not correct. I rushed to buy the new Telekom router smart 4 on 27.06.2025 and followed the setup instructions.

The modem went through the setup process and displayed a message saying it is online. All indicator lights are solid green—but unfortunately, there is still no internet connection.

I have added my customer number, email address, and phone number to my Telekom profile. I kindly request that you send another technician to check and fix the issue.

Also, to clarify: we were at home on time for the technician visit, and we opened the door as soon as he rang the bell. The only issue was that we didn’t have the proper modem ready, because the previous Telekom sales representative told us that our current Fritz!Box would be sufficient. Since we signed up for fiber internet, we had to wait a few months, and in the meantime we were switched to DSL. 

Please note that I work from home, and I can no longer rely on mobile data. I would appreciate urgent assistance.

Thank you, Amir