Orders, account and billing
Can I sign up by phone or in person?
No — you sign up exclusively online via the order form in the fiberONE portal. If you have questions beforehand, we’re of course glad to help by phone.
How long does activation take?
The line is usually available immediately. You do need fiber-capable hardware to use it — if you order it from our shop, allow 2–3 business days for shipping.
Do I have to buy a router?
You need a special router with a fiber port — or use a fiber converter combined with your existing conventional router. You can order both in our fiberONE Shop.
Where can I order the router?
The fiberONE Shop offers, among other things, the fiber FRITZ!Box 5530 Fiber and the fiber converter for purchase.
Can I rent the router?
No, fiberONE does not offer rental hardware.
How do I edit my email address or reset my password?
If you’ve forgotten your fiberONE account password or have trouble signing in, you can reset it at portal.fiberone.de/auth/password-reset.
If you didn’t receive an order confirmation by email after ordering, your email address may have been entered incorrectly. In that case, please call our phone helpdesk.
When does my billing start?
Your first invoice is issued at the start of the next calendar month. Besides the activation fee, it includes your rate for the current month plus a pro-rated amount for the previous one.
How does recurring billing work?
Once we’ve generated your monthly invoice, it’s available in your customer area. Optionally we’ll also email it to you if you’ve enabled that option.
How do I change my bank details?
Sign in to your customer area at portal.fiberone.de. Please note the change only takes effect with the next billing run.
What happens if my bank account has insufficient funds?
You’ll receive a “payment failed” email whenever a payment couldn’t be processed. Make sure your payment details are correct, your billing address is current and your account has sufficient funds. If the problem persists, please contact your bank.
How do I change my billing address?
For consumers the billing address must always match the delivery address — unless you’ve booked our home-office option. In that case a different billing address is allowed. You can add the home-office option in your customer area at portal.fiberone.de.
Can I pause the service?
Currently your fiberONE plan can only be cancelled, not paused.
Setup and installation
Which router do I need?
We recommend the AVM FRITZ!Box 5530 Fiber. You can get it quickly and easily in our fiberONE Shop.
Can I use my own router?
Yes, you’re welcome to use your own router with fiberONE. In that case, however, we can’t guarantee performance and compatibility.
Where do I connect the router?
In most cases there’s a fiberONE handover point in the apartment: a white or gray box labelled fiberONE. In rare cases the handover isn’t over fiber but over copper (a network port) — then the handover point may be a network socket in your apartment.
Your order confirmation names the typical handover point for your apartment. If anything is unclear, please contact our support.
How do I activate the plan?
After connecting the router and your devices, open portal.fiberone.de in your browser. Click “Activate” and enter your credentials — the plan goes live and you can use the internet.
I’m not connected to the fiberONE network — what should I do?
You’re probably trying to activate from a device that also uses mobile data. In that case the device can’t reach our activation page — just turn off mobile data and try again.
Please note: activation only works from home. Trying from another location will also produce an error.
How do I use the fiberONE TV service?
You need:
- the fiberONE internet-&-TV bundle you booked,
- a TV with a cable tuner (DVB-C),
- an antenna cable with an IEC connector.
Connect one end of the antenna cable to the left port of the TV socket in your apartment and the other end to the cable/antenna port of your TV.
Check the status of your DVB-C media converter — the black box in the media distributor labelled “FTTH CATV Optical Receiver” and “fiberONE”:
- LED is green: all good.
- LED blinks green: power may be insufficient — try a different power adapter.
- LED is red: the fiber cable may be in the wrong port, or your TV service isn’t activated yet.
Once the converter is green and your TV is connected, run a full channel scan for digital programs (sometimes called “Full Scan”). Choose “Cable” as the signal source; if asked for a cable provider, pick “Other”. Quick or network scans may not find all channels.
Your TV should then show all free SD and HD channels. Note: for encrypted channels, please contact the respective provider to obtain a CI card for decoding.
Configuration and specs
Contract end and cancellation
How do I cancel my fiberONE plan?
Please send us an informal email at info@fiberone.de. We’ll get in touch promptly and let you know your expected cancellation date.
What if I move to an address not served by fiberONE?
In that case you have a special right to cancel: you can terminate with one month’s notice — effective no earlier than your moving date.
Please include your new address in your cancellation notice, otherwise we can’t grant you the special right to cancel.
Troubleshooting
I’m seeing slow speeds — what can I do?
With the fiberONE connection on a router (e.g. FRITZ!Box 5530) it’s technically possible to establish and use a 1,000 Mbit/s connection to a server on the internet. But that expectation is often applied to the Wi-Fi in the home — and there, rates between 50 and 500 Mbit/s are normal.
How to test full speed at the router — wired:
- Connect one of the router’s gigabit LAN ports via a CAT6 or CAT7 cable to a PC or laptop that also has a gigabit LAN port (be sure to check).
- On a FRITZ!Box, “Power Mode” for the LAN ports must be enabled — “Green Mode” may otherwise cap them at 100 Mbit/s.
- Disable active VPN clients on the test device; they skew speed tests downward. Antivirus and firewalls also noticeably reduce throughput — but we don’t recommend disabling them, as that removes your protection.
- Now run a test, e.g. via breitbandmessung.de or speedtest.net. Many other speed tests aren’t built for such high bandwidth and show lower values because the far end isn’t connected performantly enough.
- During the test, watch your OS performance monitor: if CPU usage is above 90%, expect no further bandwidth gain — the computer simply can’t process more data. Causes can be other running programs, a weak processor or the protection software mentioned.
How can I improve my Wi-Fi connection?
If you notice a poor connection in certain areas of your home, you can view your devices’ Wi-Fi signal strength in the FRITZ!Box menu at fritz.box. These tips help with slow connections:
- Check the negotiated speed: the router’s web interface shows the rate currently negotiated with the device. If the router or device doesn’t support higher rates, an update — or newer hardware — helps.
- Media distributor with a metal door? Just open the door and check the result.
- Distributor in the storage room? Shelves, washing machine or dryer dampen the signal further. A second router or repeater connected via LAN helps here (patched through the media distributor to a room with a LAN socket).
- Several walls between router and devices? One or more repeaters in mesh mode make the signal more available, especially in larger homes, because distances to active Wi-Fi devices shrink.
- Smart TV: best connected directly to the router via a LAN socket at its location.
Further guides from AVM:
Product information sheets
The statutory product information per plan and term — each with and without TV. Further data sheets for additional services are selected later in the fiberONE portal.
fiberONE 1G · 1 Gbit/s symmetrical
fiberONE 2,5G · 2.5 Gbit/s symmetrical
fiberONE 5G · 5 Gbit/s symmetrical
fiberONE 10G · 10 Gbit/s symmetrical
No results — try another term or email us directly.