Cabel router not connecting

[Josiah]

Hi, I just got a FritzBox 6591 with my  "Red Internet & Phone 100 Cable" plan for my new apartment.

The router does not connect to the internet and gets stuck at "Downstream frequency found"

This same router works well in my current apartment.

A prompt help would be appreciated as I would be moving to the new apartment by the end of the week.

Edit @Josiah Post moved to matching board

[Claudia]

Hello Josiah,

did you notify us about your move? If yes, it will be checked in the process if a technician is needed for the installation. Also you shouldn't switch the modem between the old address and the new as the installation task will be closed when the modem is online.

Kind regards

Claudia

[Josiah]

Thank you Claudia.

It's a new modem for my new apartment.

I just tested it for my current apartment and it worked. I guess it's locked to my current place which I would leave over the weekend.

Do I still need to notify a move since the contract already has the address of the new place

[Moni_GK]

Hello, Josiah,

have you already reported to the hotline that you can't?

If not, please send me a PM with your customer data (name, address, customer number and date of birth). Then contact me again here when you have sent me the data.

Best regards

Moni

[Josiah]

Thanks Moni,

I called the hotline and they created a ticket. No technician has however contacted me yet.

I have also sent the details to you as a PM.

Please help, thank you.

[ERFD · Accepted solution]

Hello, Josiah,

the date has now been set. The technician comes today between 8-11 o'clock.

Best regards Fred

[Josiah]

The Technician fixed it.

Thank you