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DSL modem failure

  • July 16, 2014
  • 6 Antworten
  • 95 Aufrufe
Viktor37
Besucher:in
Dear O2 team,

 

I have a O2 DSL S internet package what I am useing since end of 2012. I have got a modem (O2 Box 4421) which is now defective, and I do not know what should I do with this modem to have a good one.

The issue is: always freezes. It is not able to work more than 3-5 minutes, I have to switch off and wait until it cools down. Then - if I am lucky - it works again few minutes. Sometimes restarts itself.

I got a loaner router from my neighbour for test purpose, and the internet acces with that one is ok.

So the problem is definitely in the O2 router.

 

I tried to find the solution or the procedure in your "online" web page at o2, but for this case there is no answer.

 

So the question, what can I do for a good and working modem?

I have the faulty modem, the original package and the contract.

 

Thank you in advance

 

Viktor37

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    6 Antworten

    o2_Yvonne
    • o2_YvonneTeam
    • Team
    • July 17, 2014
    Hi viktor,

     

    i just ordered a new router for you. The order needs to be checked first by our logistics department and then you should get a new device within the next days, probably next week depending on the time my collegues need to check the order.

     

    Regards

    Yvonne

    Viktor37
    Besucher:in
    • Viktor37
    • Autor
    • Besucher:in
    • July 17, 2014
    Thank you very much Yvonne,

     

     

    When I receive the new one, do I have to send back the defective modem?

     

    I read in another forum, the speed issue was solved by some kind of reset (by Stefan) in the central of the user line, and the speed was fast as in the ordered DSL package.

    My speed was never more than 300kByte/sec, but now with the loaner modem it is never over than 100kByte/sec (extremly slow!!!).

     

    I hope this can be increased also by this reset.

     

    Thanks a lot.

     

    Viktor

     

    o2_StefanX
    Forum|alt.badge.img+16
    • o2_StefanXTeam
    • Team
    • July 17, 2014
    Viktor37 schrieb:
    Thank you very much Yvonne,

     

     

    When I receive the new one, do I have to send back the defective modem?

     

     

    Yes, you have to send it back.

     


     

    I read in another forum, the speed issue was solved by some kind of reset (by Stefan) in the central of the user line, and the speed was fast as in the ordered DSL package.

    My speed was never more than 300kByte/sec, but now with the loaner modem it is never over than 100kByte/sec (extremly slow!!!).

    We will try the port reset with the new router. Let us know when you pluged in the new one.

     

    Regards

    Stefan

    Viktor37
    Besucher:in
    • Viktor37
    • Autor
    • Besucher:in
    • July 18, 2014
    Dear Stefan,

     

    today we have got the new modem. It works fine, but I would like to ask you if you can, please reset your side of the connection, to try to have a better connection speed. the speed is a bit more now than 300kByte/s. I hope this reset, what you can do will improve the speed, close  to the nominal one.

     

    Thanks a lot.

    And thank you for the fast response and for the new modem.

    PS: I will send back the defective one by the RETOURE form.

     

    Viktor

    o2_Yvonne
    • o2_YvonneTeam
    • Team
    • July 19, 2014
    Hi Viktor,

     

    i just resetted the port, could you also reset your router by unplugging it from the power for a few minutes, please?

     

    Regards

    Yvonne

    Viktor37
    Besucher:in
    • Viktor37
    • Autor
    • Besucher:in
    • July 19, 2014
    Hi Yvonne,

     

    thanks, I did that you wrote me, but it is same, so the speed is 2.55/0.6 Mbit/s, unfortunately it did not change. I think, we are so far from the net central.

    The good thing is that it is not worse than before!

    :-)

     

    Thanks

     

    Viktor

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