Hi everyone, 

Sorry that my German is not perfect. Hope someone can help me with this connection problem I am having with my 7590 AX with o2 Home XL 250mbit. It’s been 5 days that my internet connected. However starting day1, I have regular dropouts with the modem. I tried almost everything (Modem system is up to date). Does anyone face similar issue with the modem? Any recommendation-solution to solve this issue? 

edited by Thomas3 : Duplicate post merged

Hello @EhU and welcome to the O₂community .

You have made a good choice with your FritzBox. This helps us to help you with troubleshooting.
Can you please make a screenshot of Fritzbox > Internet > DSL-Iinformation > DSL < ?
 

Possible sources of error can be the parallel connection of several telephone sockets or the use of PLC-adapters(network via the power cable).

Hi @Thomas3 , many thanks for your reply. Please see the screenshots below. I am using the router in another room (away from the main connection area). However the issue is very similar when I connect it to the main one.

Hi @Thomas3 , sorry to bother you again on this topic that I wanted to get your final recommendation. Luckily, today there were no disruption on the line. I was planning to send the router back but I think I’ll wait one more day to observe the progress. I would appreciate it if you have any other advise for me. Many thanks!

Hi @EhU , was a technician appointment planned for the activation of this new connection?
There are too many errors in the error counter for this line length. The power supply of the router is connected directly to the socket and not through a multiple socket (extension)?
Can you please upload the spectrum with min/max?

Interference radiation caused by defective switched-mode power supplies or LED lamps can also be seen there, since the spectrum is automatically reloaded every 3 seconds. I would wait with the return of the router.

translated with the help of google ;-) …..because my school English was a long time ago.

Hi @Thomas3, no worries. Everything is clear & understandable. Thanks again for your time on this one. For your questions; 

• Yes, a technician visited to activate our connection. 
• Yes, the power supply of the router is connected directly to the socket.
• I said luckily everything is ok but the nightmare started again since whole evening. After buying 7590 AX, I read a lot of negative feedback regarding the router. I saw people are facing similar issues like me that’s the reason I was thinking to send the router back. Let’s see.. 

Do you think if I should call for a technician again?

Hello @EhU, welcome to our o2 community :-)

I am sorry to hear there are issues with you DSL connection. I don’t think that the source for dropping connections lies in the router itself. There are several other possible reasons. If for example you are using PowerLAN adapter, i.e. a daat connection over the powerline, you may experience severe connection isses with your DSL connection if the adapters are not specifically made for DSL vectoring connections.

Please also have a look at the cables and make sure every plug sits firmly in its socket. PLease also only use the DSL cable that came with the router between the wall plug and the router, without any extensions or other hardware in between. 

If you are technically literate you may have a look at the cables of the TAE sockets, in some cases a new TAE socket may help. 

Also adjusting the the interference settings from performance more in the stability direction may help under circumstances.

If you have done already that you are able to contacting our technical departement would be the right step so we can have a deeper look into this. 

Regards,

Lars

Hi @o2_Lars, thanks for the additional check points. I can tell that all those are checked again. Even my router is now directly connected into the main board (without an extension DSL or power cable), I am having the issues. The timing for drop outs are so irregular(every 5-10 min or every 1-2 hrs). As a home office worker, I am struggling with the issue a lot now. Can I kindly ask some guidance how to reach the technical department? Due to my limited German, it will be challenging for me to connect with them directly. Many thanks,

Hello @EhU,

you can reach our technical departement via our normal customer service, we also have a hotline for our english-speaking customer servce for basic issues and questions around the contract. OUr technical departemenbt unfortunately does not have a dedicated  english-speaking departement so if you do not speak any german at all I can only recommend to maybe call with a friend of yours who does so since we can not promise that you will reach an english-speaking agent :-/

Regards,

Lars