No DSL light.

Please send me your customer number in a PM.

Regards

Stefan

Thanks. I see a maintenance there, but it is over since today 5am. Have you removed your router from power supply for about 10 minutes?

The DSL light is off?

Regards

Stefan

Hi Stefan,

Thanks for the update. I am not home now but at a cafe. I had it unplugged (both power and the DSL cable from wall) since last night and only plugged it in around 8.30am this morning and also again tried powering it on and off later but nothing changed. The WLAN light and power light stay on and I can connect to the router. No other lights come on.

Cheers.

- Sanjay

I will create a case for our techs. I have to name a poosible date for a technician visit. Tu. - Fr. 8h-14h or 14h-20h.

Regards

Stefan

@cricketsanj‌  PM is needed only for the customer number. It is a puplic forum.

I have send the ticket to our technicians with a possible time window for a technician visit on thuesday 8h-14h. You will recieve a mail with a link to keep you up to date.

If needed, the technician will be send from the local network provider.

Regards

Stefan

Hi Stefan,

Thank you for your help. I got the email with the ticket info.

Cheers.

- Sanjay

Hi Stefan,

The Telekom technician just came by and checked the wiring in the Telekom box and (possibly) adjusted some wiring or rechecked it and said everything is fine now with the signal and upload/download speeds.
However, there is still no DSL light on the box and the technician said the problem is either with the DSL cable or more likely, the router. 

I reset the router and can view its status via a browser and it says:

Status der Aktivierung

Bitte überprüfen Sie die Verkabelung Ihrer o2 HomeBox

I do not have a spare cable to test this right now. 

So please advise how to proceed now.

Thank you.

- Sanjay

Update: I bought a new DSL cable and it didn't work so looks like the router is defective. Could you please arrange for a replacement router as soon as possible? 

Thank you.

- Sanjay

The ticket is still in charge.

In the measurement they cant locate the ppa, so ist seems like a problem with the wiring.

We have to wait for feedback from the lokal network provider.

Regards

Stefan

Hi Stefan,

Thank you for checking.

The technician checked the signal using his device connected to the telephone port in my flat and said it is fine and that it is a router/cable problem. Maybe he connected to the wrong port in the telekom box in the building in the basement?  When I first got the connection last year, the telekom technician said that my flat was on the wrong port and had fixed something. Maybe something got connected wrong again. Please let them know about this just in case.

Cheers.

- Sanjay

Hi Stefan,

Do you have an update? This is taking too long and it affects my work so I hope it can be resolved quickly.

Thank you.

- Sanjay

I´m sorry, the ticket is still in charge. I will place a note to send you a new router asap.

Regards

Stefan

Hi Stefan,

I hope that will fix the problem. Please send me tracking info once the router is sent so I can be home when it arrives and instructions to return the old router.

Thank you.

- Sanjay

Hi Stefan,

Has the new router been sent? The Telekom technician just checked the ports and the wiring again today and said that it is a router problem. So please send me a new router asap. If I can pick up a router in person at one of your shops then I can do that too if that is faster. It's been 2 weeks now without service and it is affecting my work.

Thanks.

- Sanjay

Hello @cricketsanj,

please be so kind and write the phone number that belongs to your DSL connection into your forum profile and leave a note here again.

I will then have a look into this.

Regards,

Lars

Hello o2_Lars,

I have updated my profile with the phone number so please let me know. I can also send you a PM if you cannot see it for some reason.

Thank you.

- Sanjay

Hello Lars,

Were you able to check what is going on? I just got an SMS from O2 saying I should call them with my ticket number. It doesn't say why and there is no update on the ticket on the website.

As I had mentioned in my first message, I don't have a 4-digit pin number that they ask for when I call the hotline so I cannot do anything via telephone. So could you please help resolve this via this online forum?

It would help if you can send me a new router or an O2 technician with a spare router to test this asap. This is simply taking way too long to resolve. ☹️

Thank you.

- Sanjay

Hello Stefan, Lars,

Could you please send me an update? A router was promised over a week ago. Telekom technicians insist that it is a router problem and that the wiring is fine - they tested the upload/download speeds. We also reset the router twice. We will only know if we test with a new router.

It's badly affecting my work. If O2 cannot help resolve this quickly then I have no choice but to look into cancelling my contract and switch providers. 

Thank you.

- Sanjay

Hello @cricketsanj,

as of today I can not find that a new router is on the way to you or that it would be necessary. Thwe technical departement has urgent questions regarding your connection so it is important that you call them back or lese the ticket will be closed!

Regards,

Lars

Hi Lars,

How can I call them without the 4-digit pin number? Also, I don't know how I can help with this via telephone but I can try. Can they just call me now? That would be easier too.

Closing the ticket won't help anyone as it is not my fault that the connection suddenly dropped on the 20th of February.

Thanks.

- Sanjay

Hi Lars,

Would it be possible for you to relay their questions to me here and I can answer them? Or, please tell me how to get thru to them without the 4-digit PIN. It is not in my contract that O2 emailed me. It only has the VoIP PIN and the DSL number, etc. Or, if they can call me then that would be best and quicker.

Otherwise, I don't know how I can help you to resolve this issue because it could still be between O2 and Telekom if they still put me on some wrong port (of course Telekom keeps saying its the router that is broken).

Please help me with some steps as to what to do next.

Thank you.

- Sanjay

Hello @cricketsanj,

the closing of a ticket is an automated process.

Please connexct the cable coming from the wall plug to a LAN port od the DSL modem and leave it there.

You will recieve further information via SMS, I also sent you your Kundenkennazhl which you will recieve by mail in the following days.

Regards,

Lars

Hello Lars,

I have left the router powered on with the cable connected. I will be back home in a couple of hours or earlier depending on the instructions I receive via SMS.

Thank you for your help.

- Sanjay

Hello Lars,

Just a quick check. You said connect to a LAN port (yellow) on the router? Not the usual gray DSL port?

Thank you.

- Sanjay

Hello,

yes, to a LAN port. This is for testing purposes only.

Regards,

Lars