DSL is not activated after installation

dear Dionisius,

did you restart your Home Box?

kind regards,
Andrea

"I have tried restarting and reconnecting everything, but always the same."

dear Dionisius,

did you use the the VoidPIN from your Welcomeletter in November and also the Username with password?

kind regards,
Andrea

I cannot get to the page where I can enter a username and password.

"The HomeBox Start Page shows “Status der Aktivierung" with a red cross, which changes to a green tick briefly every minute or so, then back to a red cross."

The "Weiter" button is never enabled, I guess because there is no active DSL connection.

I tried a complete factory reset of the HomeBox, using the recessed button on the back of the router (next to the power switch). But this did not change the problem.

Here is a video showing the Start Page, and the brief change in the "Status der Aktivierung". This brief change happens every minute or so while the DSL cable is plugged in to the wall.

It looks like you just haven't activated the DSL connection properly. I'd like this fixed today, please.

OK, thank you.

Can you please confirm that I will not be charged for this DSL service until the problem is solved?

Hello Dionisius,
if you should find charges for the time that the connection did not work please get in touch with us here. We will find a solution for that.
Regards,
Lars

Hello Lars ... thank you for the answer, but that doesn't sound like confirmation that I won't be charged for the DSL service before it's activated. I guess I'll be in touch again when I get my first bill. 😕

Hello Dionisius,
unfortunately we can not promise that there will occur no billing. But in the case that this happens, just get in touch with us and we will clear this.
Regards,
Lars

Hello Lars,

I finally got the DSL connection installed on 07.01.2019. Apparently there was a problem in the box out on the street that the very helpful installer found and fixed. I now have DSL, but for the period 12.12.2018 (when the first installer visited) to 07.01.2019, I had no DSL connection.

I just received my first bill and I have been charged for the full period 12.12.2019 to 09.01.2019.

So I am now getting in touch, as you suggested. Please let me know when this bill has been cancelled, or at least reduced to the period 07.01.2019 to 09.01.2019.

Martin.

Hello @Dionisius,
thanks for getting in touch with us. As promised I had a look into this. You will get a refund for the time that the contract was not usable. The refund will be visible on the following invoice.
I am glad to hear that the connection is now running as it should :-)
Regards,
Lars