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No DSL connection since a week. Not a problem of cable connection!

O
Rang
Hi,

I have an issue: I haven't been able to have my internet running since almost a week!
I ran the app, and it's not an issue of physical cable connection. The router (Fritz 7490) can't connect to the internet.
My problem is that I need to be able to reach someone who can help me and speak english... I am sorry, but I asked a german speaking colleague to call for me but the hotline insists we need to be physically in front of the router and I don't speak german as far as I am concerned...
Could you please help me? It is quite annoying - and I am currently paying for a service I do not get...

Thanks in advance.
Best regards
icon

Lösung von o2_Lars 17 May 2019, 12:40

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3 Antworten

o2_Larissa
Hay hay @oplt08,

welcome to our community.

Because your community-account is not linked with your "Mein o2" account, i have to know your accountnumber and personal identification number of your contract (4 digits).

Please send this information via pm to this account o2_DSL.

You also can try to reset your router.
You will find the reset button on the back of your modem. It is labelled with “Reset”. Press and hold the reset button with a pen for about 10 seconds. Release the reset button. Your o2 HomeBox is ready to be used again as soon as 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.

We answer as fast as possible.

Regards, Larissa
O
Rang
Dear Larissa,

Thanks for your answer. I tried resetting my router and it did not change anything - meaning it did not solve the problem....
I don't mind giving you my contract infos on the account o2_DSL but should I just send a PM without any reference whatsoever, that would work?

Also, I am starting to think there is another issue than just the router...

Thanks in advance for your answer,
Best regards,
Ophélia
o2_Lars
Benutzerebene 7
Hello @oplt08,
I had a look into this. If your router does not connect to the internet any more and even shows no sign of activating the DSL connection it is necessary to contact our technical DSL hotline. Please call while you are at the router since there may be tests and questions that need a response of the state of the router at a specific point.
If you do not speak any german at all I recommend to call with a friend of yours who does so since we can not promise that you will reach an english speaking agent... :-/
Regards,
Lars
≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋

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