Warum O2
Warenkorb
 Service
Gelöst

DSL No IPV4 or IPV6 after technical appointment Fritzbox 7530 AX

U
Rang

I had two technicians visit today from Telekom to setup my DSL cable in the apartment. After the setup they verified and showed that DSL is working on their device. After the appointment I connected my Fritzbox and using the provided username and login tried to sign in but as the DSL connection was present and green. While the internet did not connect. I double checked with the hotline and the provided username and email were the same. Still there is no connection.  I tried reset my router and disconnect/connect dsl cable again also with the O2 my service App. Still the same issue exists.

 

I get the following message after verification that username and password are correct

 

Internetverbindung prüfen

Die Prüfung der Internetverbindung ist fehlgeschlagen. Der Internetanbieter antwortet nicht auf PPPoE-Pakete. Wiederholen Sie den Test zu einem späteren Zeitpunkt

 

How much more do I need to wait? The free sim card will expire in 6 days and I need internet to work from home.

icon

Lösung von UsmanAli 4 April 2024, 19:03

Zur Antwort springen

13 Antworten

schluej
Rang

Moin,

please do a Werksrest / Factory default reset.

Than wait until the FRITZ!Box power / DSL LED is on.

Login on the configuration page of the FRITZ!Box http://192.168.178.1 and start the configuration.

As O2 DSL for provider.

If the connection fails again, call the hotline and tell them that you are possible „verschaltet“.

The FRITZ!Box is new, used or from O2?

Live long and prosper 🖖
o2_Sven

Hello @UsmanAli ,

welcome to the o2 Community 💙.

From what I can see you’ve also already contacted the technical department with your connectivity issue. So far they’ve not found anything wrong with the connection itself, as such their recommendation mirrors schluej’s. Please perform a factory reset of your FritzBox 7530 and afterwards perform the setup again. If this ends up with the same result, then please contact the technical department again with that information.

 

Kind regards, Sven

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

Hello,

@schluej Fritzbox is my own and I bought the router new from the store.

Ok, I will try to do the factory reset and check if there is connection. 

I also got this in email today

 

 

Ihr Internet- und Festnetzanschluss mit der Auftragsnummer xxxx wurde erfolgreich aktiviert.

 

Thank you!

 

Best,

Usman

o2_Maria

Hello @UsmanAli 

Did the factory reset work?
Do you have a connection in the meantime?

We would be very pleased to receive feedback on this. 

Best regards,
Maria

Dir hat eine Antwort weitergeholfen? Prima, dann markiere diesen bitte als "Best answer", damit auch andere davon profitieren. ;-)
U
Rang

As you can see in the screenshot I have the same problem and the internet is still not working.I did do a factory reset. 

schluej
Rang

Moin,

you have to call the hotline. 

Live long and prosper 🖖
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@UsmanAli What dsl name and password you use? Did dsl username have a @s93 in the name?

 

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_Giulia

Hello @UsmanAli,

do you happen to have the opportunity to test a different router on the connection? Are the cables all undamaged?

If Joe Doe's instructions also don't help, you should contact our technical support again tomorrow and let them know that the factory reset was unsuccessful.

You can reach our English hotine tomorrow from 10 a.m. to 6 p.m on 089-666630081.

Our employees will then send a technician if necessary.

Best regards

Giulia

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

@o2_Giulia I still do not have any progress in the internet connection despite calling yesterday, I am just told to wait for call from technical department which hung up on me while I was speaking and never picked up despite calling back several times. I would like to get compensation for the lack of service in in form of refund. Until I don't have access to Internet I have to rely on Mobile data which is expensive, and I am paying it out of my own pocket.

o2_Sven

Hello @UsmanAli ,

from what I can see the technical department has asked once again for you to please contact them so that they can help you with your connection issue. If there is a language barrier keeping you from receiving help, then maybe you have someone that could translate for you?
A reimbursement happens when the technical difficulties have been solved and your connection is up and running.

 

Kind regards, Sven

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

@o2_Sven I called back today and figured out that the cable to my apartment has been not setup correctly. I get it that you guys want to rule out other causes that might be on customer end for the problem. Before assuming there is a language barrier, please read what I said before which is that my call was disconnected and I did not receive a callback again nor was I able to reach back on the same number again. 

Feedback:

1. Please inform via sms or email beforehand when the next call will be incoming from the technician.

2. Update the automated voice detection service as it half of the time fails to understand or understands the wrong thing.

U
Rang

Final Update: The internet is working now after the call. I don't know what changed on your O2 end that was needed, it would be useful to know. Thank you for the support to everyone 🙏. 

o2_Ines

Hi @UsmanAli, I'm very pleased that everything is working now. Unfortunately, I can no longer see what helped, but I'm glad that everything is good now.

If we can continue to support you in any way, please write to us here.

Kind regards Ines.

Deine Antwort


Allgemeine Nutzungsbedingungen der O₂ Community
© Telefónica Germany GmbH & Co. OHG Telefónica