Fiber optic converter alarm led is on, Connection led is off

I have moved my subscription to a different address, and KPN send me a fiber converter last week. I have installed the fiber converter and the connection was supposed to be up on June 20, I even got a message that the connection is up. However on the fiber converter the connection led is off, only alarm and power leds are on. Tried to reset, the converter and no luck. Tried to reinstall the fiber box still no luck. I try to call the customer service but after long waiting while they are transfering my call it hung up twice. Dont know how to get support on this.