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DSL keeps disconnecting

B
Rang

I used to have 50 mbs and was using a Fritbox 7490 which worked great for a while (surprisingly during the pandemic) but needed an upgrade. → In hindsight I should have stuck with this setup

Made the upgrade in Nov 2022 to 250 mbs and was told my existing router can handle it.

Well it didn’t, I wasn’t seeing the difference in speed.

Then I called and asked what can I do, they said I need the Fritzbox 7590 which has supervectoring and can handle the speed increase.

Then another person from suppport recommended a Homebox 3 which also should fit my configuration and is cheaper to rent. So I chose the Homebox and even though I do see a change in speed, it keeps disconnecting.

“Connected, no internet”. Then in a few seconds it comes back again.

This is usually in the afternoon, peak times I guess. But its always when I have meetings for work and its really frustrating.

So I ordered a Fritzbox 7590 to see if its a router issue, and 1 hour after setting it up it disconnected also.

Now I’m very confused and I have no idea what could be the issue.

I dont know whether to send back the homebox or the fritzbox?

 

 

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Lösung von BreakAggravating9294 28 January 2023, 10:57

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9 Antworten

o2_Sven

Hello @BreakAggravating9294 ,

welcome to the o2 Community 💙.

From what I can see the FritzBox 7590 is your own and not one that is rented through o2. You can return the HomeBox 3 though, if you have no further use for it. Concerning the disconnections it would be helpful if you could upload screenshots of the pages for the Internetconnection and statistics from within the 7590s user interface.  And aside from that you should also contact the technical department and report that there is an issue with your connection. If you don’t feel comfortable doing this in german, then maybe you have someone that could translate for you?

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
B
Rang

Do you mean these? @o2_Sven 

o2_Giulia

Hello @BreakAggravating9294,

thank you for these screenshots. In the meantime, the connection has calmed down again, there have been no more disconnections lately. Did you change anything else or did it happen by itself?

If you experience problems again, please contact our technical support directly on 0800 52 51 37 8 (free of charges). They will check the line and send a technician to you if necessary.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
B
Rang

Hello @o2_Giulia 

I read on another thread that someone fixed the disconnect issue by disabling the 2.4Ghz Wifi band and leaving only the 5Ghz on since it could overload the router.

With the o2 router I noticed it was also overheating whenever the disconnects happened.

Don’t know if disabling this setting is a possibility on the o2 router? 

One of the reasons I think that renting a router is still better than buying one is that once a new model is out you are forced to change anyway and then have to sell the older device that most probably nobody wants.

That’s why I’m undecided whether I should rent or buy.

 

 

schluej
Rang

You could disable the 2,4Ghz WLAN in the wlan menu of the FRITZ!Box.

i think the DTU errors could be the problem. Do you have more than one Telefon socked?

could you make a photo of the socket without cover, and remove it careful from the wall mount. So that it is possible to see all cables an the connection of the cable to the socket?

 

Live long and prosper 🖖
B
Rang

@schluej It has been disabled since the day I installed it and no disconnections so far.

I had 1 disconnection right after I installed but then read about that possible solution so disabled the 2.4Ghz option.

Will send back the O2 homebox I guess as I wouldn’t want to install that back again.

 

o2_Sven

Hello @BreakAggravating9294 ,

it’s good that you have found a solution for your disconnections and keeping us informed. If there is anything else that you do need support for, please let us know.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
B
Rang

@o2_Sven I sent back the o2 Home router and now I got my invoice which contains :

Anschlusspreis Router

49.90

Grundgebühr auf Router

2.96

Versandkosten

9.99

Verbindungen

2.71

Nobody informed me about these costs when I ordered the router (via phone call), I was only told that it will be 3.99 or 4.99 per month for renting. If I would have known about these costs I obviously would have said no and just bought the other one directly from a store. Why pay for Anschlusspreis when I need to connect it myself anyways????

Moreover, my last invoice contained Schadensersatz für nicht zurückgesendete Leihgeräte - for a router that is not in my possession since May 2020 (for which I have email confirmation that the Retoure was successful). I called the customer support at least 4 times for this issue and I was assured by multiple people that it will be refunded, it was not.

So please tell me how can I solve these issues without calling the customer service line because everytime I call it just further complicates my life.

Thank you

 

 

 

 

 

o2_Sven

Hello @BreakAggravating9294 ,

I’ve checked and for the “Schadensersatz für nicht zurückgesendete Leihgeräte” a ticket is already open and being worked on by the logistics department, I’d assume that you’ll be getting the amount charged for this back soon.

Concerning the cost for the HomeBox 3 that you had ordered, directly on the 9th you’ve gotten reimbursed for the Bereitstellungsgebühr, you’ll find this on the next bill.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr

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