I don't understand how to proceed

[Sumin]

I moved into a new apartment on August 1st.

At the end of July, we notified that fact, and the address was changed to a new address.

However, the internet was not available in the new place.

I was an existing Unitymedia customer. I was informed that this was a problem and ordered a new contract.

I got a new router and tried to connect, but it still doesn't work.

It was difficult to connect with the agent because I couldn't speak German, but they hung up on me, saying they couldn't speak English.

I got a text message, but they told me to wait because the order status is weird. 

The moving cost was 42.32 euros. And the usage fee for this August has been paid.

I want to know if I have to wait for sure or if I have to use another company.

I'd like to know what's the problem and why it's not getting resolved quickly. And I want to use wifi as soon as possible.

I've been living without internet for 4 weeks already. What should I do?
Isn't it simple to call a technician and solve it? Why is things so slow?

[Stephan]

Hi Sumin,

it seems that somesthing's a little bit messy here. As I understood there's a new contract ordered for the new address instead of moving the current contract to your new home?

I'm pretty sure someone has to look in you customer account to have a look on that. Unfortunately we can't do that here anymore.

Please place your request again via one of our contact channels so that we can check this out.

Regards

Stephan