Own modem (FRITZ!Box 5590 Fiber) not working after move , no fiber sync / ONT not provisioned

Hi all,

I’m honestly quite frustrated at this point and hoping someone from KPN who has access to the network/provisioning side can help me.

I have been trying for over 1.5 months to get my own modem (FRITZ!Box 5590 Fiber) working on my KPN fiber connection at my new address, but without any success. The Power/Fiber LED keeps blinking, which clearly indicates there is no fiber sync. From everything I understand, this means the ONT/SFP module in my modem is not provisioned in the OLT.

What makes this more frustrating is that this exact same setup was working perfectly at my previous address. Since moving, I have not been able to get it working again, and I have not received any meaningful help to resolve it.

I have contacted support multiple times and even reached what I was told is the “network team.” Each time I clearly explained that this is not a configuration issue and specifically asked for ONT serial registration or provisioning. However, I keep being told that this needs to be handled by a backend team. A ticket gets created, but no one ever follows up. Instead, I receive generic emails explaining how to use my own modem, which does not help because the device is simply not recognized by the network.

At this point it feels like I am stuck in a loop between support and backend without any actual progress. I am not asking for help with WiFi or router configuration. I just need my ONT/SFP serial to be properly provisioned so that the fiber connection can sync.

Could someone from KPN please check whether my ONT/SFP serial is provisioned in the OLT and register it if needed? I am happy to provide all necessary details via DM.

Thanks in advance. I just want to get this working again like it did before my move.