No internet connection since this morning

Hi,

This morning we woke up to the Internet light on the router blinking red. All other lights that should be ON are ON.

I tried restarting the router, didn’t work. I tried the factory reset and it didn’t accept the Zugangs-PIN.

I installed the service app, which gave me a case number at the end and told me to call the hotline but in the hotline, I don’t hear any option to give the case number.

My german is quite bad but it basically asks for the phone number and the customer number and that’s it. After that, it asks if I’m close to the router and then tells me to use the App…

So I’m going around in circles..

Could someone help me get out of this mess ?

Thank you,

Ricardo