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DSL is not activated after installation

D
Rang
The installer visited this morning to connect my DSL and I received emails from O2 this afternoon confirming that the connection is active.

But this evening the HomeBox is still not connected to the internet. 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. I have tried restarting and reconnecting everything, but always the same.

What else can I do to get DSL working?
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Lösung von o2_Andrea 14 December 2018, 11:30

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12 Antworten

o2_Andrea
Benutzerebene 7
dear Dionisius,

did you restart your Home Box?

kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
D
Rang
"I have tried restarting and reconnecting everything, but always the same."
o2_Andrea
Benutzerebene 7
dear Dionisius,

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

kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
D
Rang
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.
D
Rang
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.

o2_Andrea
Benutzerebene 7
dear Dionisius,

in our system your DSL connection is marked as active. It seems the technician did something wrong. 😞 so I opened a ticket for the technicians, that there is an error with your connection. You'll be informed by email.

kind regards,
Andrea
Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
D
Rang
OK, thank you.

Can you please confirm that I will not be charged for this DSL service until the problem is solved?
o2_Lars
Benutzerebene 7
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
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
D
Rang
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. 😕
o2_Lars
Benutzerebene 7
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
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
D
Rang
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.
o2_Lars
Benutzerebene 7
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
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

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