No DSL light.

Ok it is connected to a LAN port and powered on.

Thank you.

- Sanjay

Hello Lars,

I have not received any instructions via SMS so far. The router is still powered on with the DSL cable connected to a LAN port.

I hope this is fixed today. I cannot afford to be without service any longer.

Thank you.

- Sanjay 

Hello @cricketsanj,

the result of the measurement shows, that the connection still goes through to your flat. So please do the following:

Please reset the router by pressing the reset button on the back of the router for at least 30 seconds.

Please use only the original cables that were delivered with the router  Please enter the PIN and try to reconnect to the DSL network. If you encounter any errors, please describe them as good as possible.

Regards,

Lars

Hello Lars,

I followed what you said and it still doesn't make a difference. I held the reset button up to 40 seconds. Then it rebooted and I can see that it is in the same state as before. No DSL light and only the power and wlan lights are green. IIcan get to the router via wlan using the address 192.168.1.1 and I  cannot enter PIN as it keeps saying please check the cable (same as when I first reported the problem). The Telekom technician also saw this during his visit and said it is a router problem.

Thanks.

- Sanjay

Hello Lars,

Do you have any idea if and when I will get my service back? The ticket was just closed too. This is completely unacceptable that I have had no service for over 3 weeks. I did what you told me to do 3 days ago and still no update. Clearly the router must be at fault if all the measurements are ok. So I don't understand why you can't send me a new router or send an O2 technician with a router to test this? 

Can you please help resolve this asap? I have been very patient and no one seems to care to fix this problem quickly! ☹️

Thank you.

- Sanjay

Hello @cricketsanj,

please keep in mind that this is a customer forum where customer help other customers. This is by no means a support forum where every and any technical issue can and will be resolved.

Also if you are in need of an urgent solution, please consider calling our customer service by phone. We can not provide a chat in real time in this forum, thank you for your understanding.

You will recieve an exchange router within a few days, please send back the old defective router after recieving the new one.

Regards,

Lars

Hello Lars,

Thanks for the update. If I had the pin number when i first lost the connection I could have called the hotline but it is rather confusing because you can access customer information and can help so it is not just customer-only forum. Anyway I hope I never need support again. 😉

Also, I did not request a change in contract so not sure why I got an email today saying my requested change to the contract is carried out. It shows a monthly charge for the router now of €1.99. The router is supposed to be free.

Also, I don't think it is fair that I am charged for no service for a month (it will be one month on Tuesday by the time I get the new router and back online). Is there anything you can do to help?

Thanks for your help.

- Sanjay

Hello Lars,

I got the new router and it starts up fine but now it is not accepting the 10-digit pin number. The DSL light is solid green. Info light is solid red and blinks when I enter the pin number but then goes solid again saying please enter pin. After a few tries it says call customer service.

I have tried resetting the router a few times.

I have also tried different browsers on my Mac and mobile phone. In August, when I first got the connection, it worked when I entered the pin from my mobile phone browser.

I will try the hotline but if you know what could be wrong please let me know here.

Thanks for your help.

- Sanjay

Hello Lars,

I was able to get to the hotline magically in only 5 minutes and not sure what they did but I entered the PIN again and it worked. ☺️

Please let me know how to return the defective router. I believe I can print a label online? 

Thanks.

- Sanjay

You can use our "Retourenportal:"

http://g.o2.de/GAF

Regards

Stefan

Dear o2_Stefan,

I returned the defective router and even got an acknowledgement email from O2 saying that the processing of the return order has been completed. But now I got my bill for June and they have charged me approximately 70 euros saying I have not returned it.

Could you please help check this? If you need any information I can send you a PM.
Thank you.

- Sanjay

Hello @cricketsanj,

I will send you a PM shortly, please just answer to it with the information I ask for.

Regards,

Lars

Thank you Lars, I have responded to your PM but couldn't attach the receipts. Seems like that option is only available here but not in PM (saying Insert image). So please let me know how to send the information to you.

Regards,

- Sanjay