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[Homebox3 6742] - Setup with wizard // PIN access

S
Rang

Hi all,

 

I just received a new router Homebox3 6742 from O2.

I previously had the Homebox2 that was working fine.

 

I am trying to setup the new router, but I am facing an issue during the wizard setup.

 

The booting part works correctly. On the face of the router, I have the following:

 - WLAN = blue

 - DSL = blue

 - Internet = flashing red

 

According to the router Kurzanleitung, that means: “ Faulty access details (e.g. incorrect PIN) “.

 

I tried to set things up with the wizard from my PC by looking up the following address : 192.168.1.1.

On the wizard, everything is green on the first page.

But when it goes to the “Access PIN” page, it just loads indefinitely. It does not ask me to insert a PIN.

It sometimes stops to ask me to contact support, then restarts loading.

 

I wonder if both issues are not linked.

 

I received a PDF with a VoIP PIN, but I cannot use it anywhere.

 

Do you know how to fix this issue ?
 

Thank you in advance.

Cheers,

Sidh

icon

Lösung von o2_Matze 18 October 2022, 19:41

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17 Antworten

o2_Matze

Hi @Sidh 

Welcome to our o2 Community. 

I am not sure, but i guess its worth a try: My colleagues once made a video which shows how to set up the router 6742

Maybe this helps you to get the box online.

If not maybe our beloved expert @Joe Doe has some more ideas, if i remember correctly he once tested a Homebox 3 in a friendly user trail.

Kinds Regards Matze    

https://g.o2.de/wcr
Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sidh How long are you o2 customer? Why you get the Homebox 3? Problems with the old router/ line? Normal you don’t need enter any to any VOIP Pin for activation the internet / phone.

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

Hi,

 

I have been a costumer for more than 3 years now.

 

I had to change because my work VPN does not connect to the internet on the old router.

This is apparently a known issue with the GenuApp VPN software.

 

I was recommended to upgrade the router.

Except this, I never had any issues with the previous router.

Thanks for your help.

 

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@Sidh Please call the hotline today and compare the serial number of the Homebox 3 with your customer data there.  Based on your description, I have the feeling that they are not stored correctly there.

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_Andrea
Benutzerebene 7

Dear @Sidh ,

have you already been able to contact the hotline, as @Joe Doe suggested?

Kind regards,

Andrea

Hat dir eine Antwort hier in unserer o2 Community weitergeholfen? Bitte markiere den Beitrag als Lösung damit andere Nutzer schneller Lösungen zu Fragen finden können.
J
Rang

i have the same issue and the solution here is not resolved. i have tried restart and others action such as add in dynDNS taught by O2 technician and issue just never resolve. The homebox never activated and the red led internet keep blinking. the problem happen after the technician come to switch the bandwith. please help, this is driving me crazy!!

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@john2301226 Was the bandwidh switch from ADSL 16Mbit to VDSL 50-100Mbit? If yes, than you must factory reset the Homebox with a neddle through the hole at back from the Homebox. (Press about 10 seconds)

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
J
Rang

@john2301226 Was the bandwidh switch from ADSL 16Mbit to VDSL 50-100Mbit? If yes, than you must factory reset the Homebox with a neddle through the hole at back from the Homebox. (Press about 10 seconds)

Hi Joe, yes there is a switch of the bandwidh, after that i have done this many times of factory reset but it still not working. It stop at the access pin showing registering device to network and after 10mins it show error call for support. Please help on this as almost 72 hrs no internet and  i have to work from home.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@john2301226 only for verify. The Homebox is rented one from o2 and not get from a friend, buy an the the private market etc.?

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
J
Rang

@john2301226 only for verify. The Homebox is rented one from o2 and not get from a friend, buy an the the private market etc.?

Is rent from o2 and just receive weeks ago.

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@john2301226 You must make a technical ticket at o2. You for this the o2 service app, get a pre ticket number and than call the English hotline. (See my link down)

 

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
J
Rang

@john2301226 You must make a technical ticket at o2. You for this the o2 service app, get a pre ticket number and than call the English hotline. (See my link down)

 

I already have the pre ticket number using o2 service app. Is call vorgangsnummer and the number is xxxxxx. Are you able you assist on this?

 

Edit o2_Flo: Number anonymized / 23.11.2022

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@john2301226 i can’t assist you. I am a customer like you. 

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
J
Rang

@john2301226 i can’t assist you. I am a customer like you. 

just to share that the issue resolved, is the o2 brand new router faulty after wasting my time of 3 days and keep calling o2 service and they refuse to send me a new router. thanks for the comment and advise.

o2_Sven

Hello @john2301226 ,

welcome to the o2 Community 💙.

Maybe I’ve just misunderstood you, but you have managed to resolve the issue, and the cause was faulty hardware? Are you using your own router now or are you still looking for a replacement device?

 

Kind regards, Sven

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

Hello @john2301226 ,

welcome to the o2 Community 💙.

Maybe I’ve just misunderstood you, but you have managed to resolve the issue, and the cause was faulty hardware? Are you using your own router now or are you still looking for a replacement device?

 

Kind regards, Sven

Yes, is the faulty hardware causing the problem, after i replace a new router which i purchase myself, it just connected immediately after i done the DSL setting. It work perfectly.

o2_Sven

Hello @john2301226 ,

please send the old o2 Router that you won’t need anymore back in, the necessary documents can be found here: https://router-retoure.o2online.de/start/app/dashboard . That way you also won’t need to pay the monthly fee for the unit anymore.

 

Kind regards, Sven

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

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