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DSL keeps connection keeps dropping all the time

S
Rang

Since last two weeks, I am experiencing very unstable internet connection in area 22609. Internet works for couple of minutes and the connection is broken. This keeps happening in loop throughout the day/night. I haven't been able to reach the o2 'hotline' yet. Anyone else facing similar issue with dsl connection?

 

Edit o2_Larissa: transfered to English o2 Community: Broadband / DSL

28 Antworten

schluej
Rang

Moin Moin,

you should call the Kundenbetreuung! 

Don’t hang up after U hear the “Bitte installieren Sie die App” message.

U will be connected to an employer after this message!

Live long and prosper 🖖
S
Rang

Thanks buddy. After a couple of attempts and some patience, I was able to talk to a helpful human and he has filed a ticket for my issue.

There was no “Bitte installieren Sie die App” message though. But I had to listen to every single term of data schutz for about 8 minutes.

S
Rang

So, the problem was resolved on 11th January and I have exact the same problem again since yesterday, 17th January. How pathetic it could be!

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sushg what kind of router you exactly use?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang

The router is: o2 HomeBox 6441

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sushg Oh. Lovely black hole o2 homebox where a customer can’t look his line quality. 
Question: Did you have more than one TAE connector boxes in your room? And the DSL led flashing than you have the problems?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang

The DSL and WLAN both leds are green at the moment (that’s why I am able to reply here :grinning:)

But most of the time DSL led is green, but WLAN led is not. And then I see ‘Connected, No Internet’ message on PC or Handy.

S
Rang

Answer to first question- No, I don’t have any other TAE connector box in my house.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sushg Hmm. Did the employee see dsl sync problems than you raise your ticket last week? In the moment I don’t know if you have line or WiFi problems. By the way. The WiFi is from the o2 homebox not good in some situations.
 

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang

To be honest, I wasn’t given any explanation about what was causing the connection problem. Last time, I just received an email notification (3 days after filing the ticket) that the issue has been resolved. There wasn’t any additional information.

Thanks a lot for your replies/suggestions.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sushg Only one idea. Can you give your 2.4 GHz  and 5 GHz Wifi different names and investigate if problems return? But I give my idea only a little chance.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang

It didn’t occur to me before, but it could be because of the interference from other tenants of building using same default (2.4 GHz) frequency. I will try switching to 5 GHz. But first of all, I need to search for the router password so that I cane change the settings.

Do you have any hints on how to change the frequency without login-in to o2 box’s web site (http://192.168.1.1/index.htm)?

S
Rang

Found it from Device Manager in Windows PC

jusc
Rang
Benutzerebene 2

If you have a network cable lying around, that would be the easiest way of testing whether it is an issue with the WIFI or not. If you have one: Connect it and disable the wifi at the pc/laptop. Let us know whether the issue persists with the network cable connected and wifi off.

o2_Larissa

Hi @Sushg,

how does it look? Have the tips from @jusc and @Joe Doe helped you?

 

Kind Regards, Larissa

P
Rang
Benutzerebene 1

Hello,

My DSL has been dropping connection every 10 minutes since last night. Please have your DSL Central Exchange - Broadcom 12.4.20 checked.

Thanks,
Partha

Error counter attached:

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Partha When did you make the screenshot?The first 15 minutes after a dsl resync the high values at the DTU errors are normal.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
P
Rang
Benutzerebene 1

Hello Joe,

The connection is not lasting more than 30 minutes on average today. What is the issue?

Thanks,
Partha

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Partha Can you post the complete Screen from Internet/DSL Information/DSL?

But i'm afraid you'll have to report o2 a problem with your line tomorrow.

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
P
Rang
Benutzerebene 1

@Joe Doe  today DSL connection  has been stable since morning. I guess If there were any problem with the line (noisy line) then the DSL would always be unstable and not stable on some days e and unstable on other days.

What else be the cause of the problem apart from faulty line?

I have changed my router - earlier I was using O2 supplied router and now I am using Fritzbox. Almost every day, once every three hours there is connectivity loss. But yesterday it was really worse.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Partha Please raise a technical ticket.

 

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
o2_Lars
Benutzerebene 7

Hello @Partha,

how does it look like now? Is everything still working as it should? If not, please consider opening a trouble ticket with our technical departement.

Regards,

Lars

≋ Schnickschnack. Gedöns. Krams. Spiel, Spaß, Spannung ➤➤➤ g.o2.de/wcr ≋
P
Rang
Benutzerebene 1

Hello @Lars,

I created a ticket  with number XXXXXXXXXX which has been closed without solving the problem. I spoke with the DSL technical support some two weeks ago  and they asked me to do the factory reset of the modem. In the meanwhile I found that there has been an update to FrizOs and I have installed the latest FrizOs 7.27 10 days ago but even that has not solved the problem. I am unable to get further help from the DSL technical support as they don’t speak English.

I think there is some underlying issue in the wiring or the O2 equipment which has been causing this instability for the pass six months.

Please have it investigated and resolve the issue at the earliest.

Many thanks!
Partha

Edit o2_Lars: Please never post any personal information in a public forum.

 

o2_Matze

Hi @Partha 

Just a brief update for you:

Our colleagues from technical department are still investigating the incident. 

They will get back to you via text message as soon as there are any news regarding your trouble ticket. 

Best Regards.

Matze

https://g.o2.de/wcr
P
Rang
Benutzerebene 1

Hi @Matze

The issue is still not resolved. Many times, during critical work related zoom calls the internet drops calls very frequently ( ~5-10 minute intervals). This needs to be fixed urgently.

 

Thanks,
Partha

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