No internet access

By the way, my Kundennummer is DE15940315. 

Hello @Jenny0110,

I had a look at your DSL connection. The line looks synchronized, I can see no disconnects, so it looks stable to me.

Have you tried resetting the router already? Can you access the web GUI of the router using your computer via LAN connection or WiFi? At what point do you encounter problems exactly?

Regards,

Lars

Hi, 

The problem is the DSL light and the internet light on the router are off. 3 weeks ago, in the evening I still used it normally but it became like that in the next morning and I didn't do anything.

Did you mean the website o2.box? If yes, I still can access it via Wifi. I'm using Homebox 6441.

I have no idea about technical stuff so I really need your help. 

Hello @Jenny0110,

the connection is still stable and synchronized. I can see that there was daat usage the last two days so I guess your issue with the connection could already been solved, right?

Regards,

Lars

Hi,

I don't know why you saw the data usage but I still get no internet. I guess the problem is with the router or the installation of the DSL line at my room. I got an appointment with technician, the appointment is tomorrow but I don't know why they suddenly close my ticket and said the problem is solved??? 

Hello @Jenny0110,

okay, this one was a bit tricky. I dug a little deeper and finally found the reason why the trouble ticket was closed, why I saw internet traffic and why you still have no access to the internet at all.

There is another person in your building who also uses an o2 DSL connection and was activated roughly three weeks ago.

Unfortunately the Telekom technician activated him on the wrong line, on your line. SO, whenever I or on of our technicians had a look at the DSL connection it seemed stable and we saw internet traffic.

So I opened a new ticket to the technicians, one for your connection and one for the other customer and I am optimistic that the issue will be solved soon.

Regards,

Lars

Thank you very much, but can you tell me when the appointment with technician is? I need to be at home on that day so I need to know the exact time right?

Hello @Jenny0110,

if a technician is necessary you will be informed via SMS. You then can call the hotline to arrange a date. You will be given a time frame of about 4 to 6 hours, unfortunately an exact point in time is not possible.

Regards,

Lars