Hi,
do you have a landline phone and test the different way to activate your connection by phone ? Same result ?
For this in my opinion you must call the technican hotline, if it is easy they must reset your profile, if it is difficult at your connection something is wrong and o2 must order a technican at the owner of the landline.
Greetz
Hello,
Yes, I do have a landline phone and I entered the VOIP pin in the handset but could not understand the automated system response as I don't know German. I might not have completed the voice line PIN activation process and the system kept prompting for the password again and again like in case of modem based activation. I did a factory reset of the modem but again no luck. As you advise I will call the technical hotline.
Many thanks,
Partha
Hello Partha,
I see that our technical support is already informed about your issue. Press and hold the reset button with a pen for at least 15 seconds. Release the reset button. Wait until the Power-LED is on permanently. To set up your modem again: Connect your PC/Laptop with the modem via LAN-cable or via WiFi. Enter o2.box in your browser's address bar and follow the "Einrichtungsassistent" (setup assistant). You have to enter the 10 digit pin here, that we sent you with the order confirmation. Please note that the Wifi password will also be reset. You find the original Wifi password on the sticker under the modem (WPA2-Schlüssel).
Please let us know if the connetion is still not working. We will inform our technical support then.
Kind regards
Giulia
Hello Giulia,
As per your advice, I factory reset the modem and attempted enter the Zugangs Pin. But the modem refused to accept the same. Please see the attached screen shots. Please inform you technical support team.
Thanks and best regards,
Partha
Hi Partha.
A technician has to check the connection at your place, so its nessessary to arrange a new technician appointment. Is it possible to call the hotline together with a german speaking friend?
Best Matze
Hello Matze,
I have already called the hotline on 01.12.2018 afternoon with my neighbour and the customer support have noted down observations (also mentioned in this thread) for transmission to technical support team. Please feel free to send a technical support person to my apartment at any time after 1 PM as someone will be at home.
Also, I received the invoice for my connection and find that activation date is 25.11.18 but please note that my connection is not yet fully activated and the same should reflect in the invoice.
Thanks,
Partha
Hi Partha.
A technician will come to your place on thursday 06.12. between 2pm and 8 pm. After your line is fixed we can talk about a compensation.
Best Matze
Hello Matze,
Many thanks for arranging the technicians visit.
Best regards,
Partha
You are welcome. Please get back to us when everything is fixed.
Best Matze
Hello Matze,
FYI: DSL light has switched off today.
Thanks,
Partha
Hi Matze,
My DSL internet and phone is now working. Thank you and your team for the help in fixing the line.
Many thanks!
Regards,
Partha
Hi Partha.
Your are welcome, thanks for your feedback.
Best Matze
