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Homebox 3 6642 no internet connection

D
Rang

Hello all,

 

I got my o2 tariff moved to my new home receiving the new Homebox 3 6642 router two months earlier. Finally a guy from Telekom came in 6th of January, connecting me to the internet. Though had few random outages lasting 5-10 minutes, I had proper internet connection about 2 days. Well, it gone for good four days ago. I reached o2 team, we tried to hard-reset the router by plugging out everything and pushing the tiny button; they also tried to fix it remotely for a few days, but couldn’t do it, and then told me that they will send a Telekom guy again. The telekom guy came in today, fixed the connection by attaching a device to the telekom socket on the wall. It was all good for an hour, then it gone for a minute, then for a five minutes and then gone completely again. I contacted o2 team again and cited them the situation. They told me that they cannot send a Telekom tekniker again their own but have to create a ticket, and first to try to fix it themselves.

Sooo, I now do have a router which its WLAN lights are constant blue, DSL blinking blue, and internet blinking red. And my router interface looks like this:

https://imgur.com/a/IxkjsOa

I think my router is at fault. Help!

Edit o2_Elmas 23.01.2023//13:29 - Thema von DSL, Kabel & Glasfaser nach Englisch o2 Community Broadband & Landline

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Lösung von Deniz722 30 January 2024, 15:49

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10 Antworten

D
Rang

I got called by o2 team today. They were kind enough to send me a new router and said it would probably arrive on Monday. I will keep this topic up to date.

o2_Sven

Hello @Deniz722 ,

welcome to the o2 Community 💙.

It’s good that you have a ticket open and it’s also being worked on, hopefully once you have the new router your connection will finally be stable and running. Please keep us update once you’ve received the new router.

 

Kind regards, Sven

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

I received the new router, Homebox 3 6642, but it also didn’t work out. I contacted to o2 team again and updated them. They have gave me a new termin with the Telekom. They will arrive on Friday. Not sure they can fix it permanently but will update this topic anyway.

o2_Gerrit

Hello @Deniz722 

That is very unfortunate that you have had such a long going search for a solution instead of being able to use your new internet connection. 

Did the termin with the technician already happen?

Regards

Gerrit

o2_Gerrit

 

Hello @Deniz722 

Can you use your internet conenction or do the technical disturbances persist?

Regards,

Gerrit

 

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D
Rang

Hey, I forgot to provide you with updates. Thanks to the whole o2 team for their troubles. Unfortunately, my frequent random outages continued even after the Telekom technician's visit. I came up with a solution that requires me to separate the electrical plugs of the router from the same plugs used by my desktop PC and other various electronic devices (Laptop, scanner, two monitors, hot water bag heater :p) . Now, my router is plugged solely into a different socket, and my other devices into another. It has been four days now; I experienced maybe four or five random losses of connection. This could also be due to usage density as they all occurred during the evenings or on Sunday. For now, everything is fine for me. Shoutout to all the other people; although it is a very basic thing to do, it really does affect the outcome. So if you REALLY have random outages where its only observable pattern contains your electronic device usage, make sure your router is plugged into its own socket alone.

o2_Gerrit

Hello @Deniz722 

That is great that your internet connection is running more smoothly after separating the electrical plugs of your router and the other elctrical devices 🙂

I will keep in mind that we also can look out for when disconnects happen, randomly, at peak usage or whether it could be connected to usage via a power strip where all connected devices are active.

Lucky me that I have my router also plugged in a power strip, but where the other devices are not active at the same time. When working in home office, it is also great when being able to connect via LAN cable.

Regards,

Gerrit

 

D
Rang

Hey again, it's very unfortunate that just after posting the solution for random outages, my main problem—persistent and unfixable DSL connection losses—recurred again today in the morning around 08:20. I regained my connection around 18:20. It was either fixed by the o2 team (I informed them of the situation approximately 4-5 hours ago), or by me (after many resets, an hour ago I unplugged all router-related cables and waited about 20 minutes to also reset all the condensators), or by pure luck. If it was done by the o2 team, a huge thanks; however, they actually never called me back.

But here's the thing; it's ultimately very frustrating to have such an unsteady internet connection, not knowing when it will go off, and if it does, not knowing if it will ever be back. Can I request, via this forum, a thorough investigation into this issue, perhaps including a network technician or similar? I mean, it has been a month now, and I've only used the internet for five days.

D
Rang

Just a reminder that I have 2 extra routers besides my main one and I also did switch between them today. But it also didn’t help: Including three time tekniker visit which they all sey the line is good, I believe, it is most probably a fault at o2’s end. Or maybe a mole within the ceilings. Just kidding, I have no cockloft, it is  concrete ceiling. So it definitely a fault at o2’s end.

o2_Gerrit

Hello @Deniz722,

I understand how disappointing it is not having a stable internet connection after you moved to your new address a month ago and having tried so much to get it running. Indeed after trying the old router and the new one and switching with you other routers rules out the routers being the source of the bad connection. 

When the technicians also have checked the line in the house, that sounds indeed like the source is outside. Did you contact our technical department again in order to have a new investigation of the source of your unstable connection?

Regards,

Gerrit

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