Glasfaser activation

!!URGENT!!

Hello,

I am having difficulty activating my fiberoptic internet connection/contract.

I ordered a new fiberoptic contract for a new apartment in a multi-family house I was moving into. I ordered on October 1st 2025 (Auftragsnummer: SALxxxxxxx59). I did the online checks and O2 said fiberoptic was available at the address. In fact, it is the only thing available in the new-build apartment.

Then I was told it is not technically possible, and the connection needed to be updated. Telekom came on October 28th 2025 and updated the connection with a new Glassfasser-ID.

I was told to wait until O2 activated the connection, but I never heard anything.

On November 15th 2025, I called O2 and they said they received the connection information from Telekom on November 6th 2025, but because of an IT issue at O2, it was not processed automatically. O2 said they will activate it manually and I will receive the hardware the following week.

On November 18th 2025, I received and email saying there was a problem with my activation related to my current provider and was told to call a number. I don’t have a current provider and I don’t need to transfer my contract.

I called on November 19th 2025 and was told O2 have not received anything from Telekom and the activation is still not possible, directly contradicting the information I was given on November 15th. I was put through to 4 people and no one could explain why I received the email regarding my (nonexistent) current provider.

Now, I am completely confused.

Does anyone know how I can escalate this to someone who can understand the issue and explain why one person was telling me they received the information from Telekom and someone else said they hadn’t?? I don’t want to call the same hotline number again - they seem totally incapable of understanding the problem.

My partner and I both work from home, so we desperately need the internet up and running. I ordered in October and the connections are ready to go. As far as I can tell, the delays are administrative.

Many thanks in advance.

Edit o2_Kathi 20.11.25 Personal data removed