Move to a new apartment. No internet after activation date.

Hi. We recently move to a new apartment and decided to take our connection with us. We ordered the move and received a confirmation email that it will be activated on 13.02.2024. We did connect the rented router before the activation date as per email to our new apartment. We didn't change or reset the router, we just disconnect it from our old apartment to the new apartment but I can browse the internet just fine. But right after 12am on the activation date (13.02.2024), the router restart and reset its settings and the internet is gone. I am thinking because it is the activation date and because of our moving. We waited for 24 hours, and now 14.02.2024, after 24 hours, we still doesn't have internet. As per checking on meine o2 app and website, our moving order was completed. I can also see there is our old connection which it says deactivated. And our new connection that it says it was activated on 13.02.2024. Please help! 

Also, for your information. Last year, we got a problem that they sent another router, we ask and was told to refuse it. But they change our mac address to the 2nd router they send. It was solve here for the request to change it back previously to how it was. Now we have move, please also check the mac address if this is correct as it might be the problem again. Last number of CM MAC is 50.