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Hi everyone,

I have a new contract with O2 but I have problems with setting up the router. I have connected the gray cable to the TAE socket (middle socket) and according to the instructions, the WLAN, DSL and Internet lights should turn blue. However, the internet light is blinking blue and red (the color changes every few minutes) and it has been going on for hours. I have tried to reset it but it doesn’t help and this happens every time. The WLAN and DSL light are on and working fine. 

I tried to access the o2.box site and I gave the Passwort that I found on the back of my router.

 

However, i get the error message that the registration was not successful and I need to contact the customer service. 

 

Do you have any idea what could be wrong here?

Thank you for your help!

Did you enter the “Zugangs-PIN”/”VoIP-PIN”?

No I didn’t, I entered the Passwort and then I get the error message on the last screenshot. 

Contact o2 customer service. 

HI @Ellie_p 

Welcome to our o2 community, nice to have you.

Could you give us a brief update? Is everything fine by now, or is your DSL still offline?

Best Regards Matze  

Hello,

No, it’s unfortunately not solved yet. I will try to contact the customer service later today.

@Ellie_p Sorry to hear that. If have just checked the data. Our system tells me your DSL is online.

There are a few  disconnects over the last days, but overall your Internet should work quite good. 

You can't confirm that? 

Best Regards

Matze 

I received the router already over a week ago and the problem has existed since then. So I don’t think that is the problem.

I’m just wondering if I’m doing the router installation correctly because it doesn’t seem to work? Or could there be something wrong with the router?

 

The issue is still not solved. I have called the customer service several times and haven’t gotten any help. They don’t seem to understand my problem and the technicians don’t speak any English. 
Is there anything I can still do? Can they maybe help me in an O2 shop? 

You can try to perform a factory reset. To do this, press the recessed reset button on the back for at least 10 seconds. 

I’ve already tried it and it doesn’t work

Hi @Ellie_p 

Do you have a brief Update for us?

When checking the database my system tells me that  your DSL is online and everything is working fine.

Can you confirm that.? 

Best Regards Matze 

 

I have been using another router since the homebox 3 I received never worked.

I was finally able to talk to a technician via the customer service chat and I was told that the error message means that my router needs to be changed. He ordered me a new one which should arrive soon so hopefully I won’t have this problem with the new router anymore.

@Ellie_p Thank you for the update, that sounds great.

Best Regards Matze  

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