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No fiber connection after a move

vor 11 Monaten

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

134

vor 11 Monaten
Response to Connection Issue
Hello 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 Wiring
Check 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 Modem
Restart 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 Credentials
Check 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 Status
Check 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 Support
Call 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.
Summary
It 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
3
Antwort
von
vor 11 Monaten
@SB421

Thank you for your post in our community 🙏🏽

I will be happy to take care of your request and get back to you within the desired callback period from 10 am. 🙌🏽

Best regards
Timur
Antwort
von
vor 11 Monaten
@SB421

Thank you very much for the pleasant conversation earlier 🙏🏽🙂

As we discussed, I have set the move to be canceled so that we can enter the order cleanly into the system again. Unfortunately, the cancelation is taking longer than expected. But as soon as it's done, I'll take care of the next steps. I will get back to you.

Best regards
Timur
Antwort
von
vor 11 Monaten
@SB421

Thank you very much for the pleasant conversation earlier 🙂

I'm really pleased that the connection is now working after the new setup link 🙌🏽 I wish you lots of fun with the connection.

Best regards
Timur
Uneingeloggter Nutzer
Antwort
von
Akzeptierte Lösung
akzeptiert von
vor 11 Monaten
@SB421

Thank you very much for the pleasant conversation earlier 🙂

I'm really pleased that the connection is now working after the new setup link 🙌🏽 I wish you lots of fun with the connection.

Best regards
Timur
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