Activation of cable Internet connection

[alexandermagnus]

Hi,
I apologize for writing this message in English, but I have just moved to Germany and my German is still pretty weak.

I am a new customer and I made a request for a 200 Mbps cable internet connection. I received the router and I have connected the device according to the instructions given in the box. When I log into the wifi network, I get a webpage that asks me to insert my 'kundennummer' and the 'aktivierungscode'. After inserting these two codes, I get an unspecified technical error message. Can anyone help me?

Thank you in advance

[Claudia]

Hello alexandermagnus,

I'd like to check your access. Please send me a private message that contains your address, customer number and the MAC address of the modem. Reply here after you sent the message.

Kind regards

Claudia

[alexandermagnus]

I have sent you a private message. 

[Wallace]

Hi alexandermagnus,

The connection cannot be activated because you already revoked the contract in July and our router must be sent back to us.

Regards

Wallace

[alexandermagnus]

I initially made a contract online and everything was fine. The connection stopped working after one of your sales guys wanted me to switch onto a new offer, so he revoked the previous contract I made online and made a new one. I brought the modem I received through the first contract to the post office and you should receive it within few days. The other modem that I received through the second contract is now plugged in but I cannot activate the connection. I tried to reach out the sales guy that changed the contracts but his reply was that these troubles I'm having are out of his competence.
So at this point, if within few days you don't sort this mess out, I'm going to revoke the second contract as well and order the service from one of your competitors.

[Manu]

Hi alexandermagnus,

I took a good look at the case and saw that the wrong contract was cancelled. I have now transferred the modem you have at home to the correct customer number. The contract is active and the connection should now work. I send you the customer number in a private message, so that there are no more misunderstandings.

I hope we have now clarified everything and you are satisfied.

Best Regards, Manu