@t_1991 sorry for your experience.  Don't understand this as an o2 customer either.  I suspect that although you have an o2 rental device, the CM MAC address (the CM MAC address is on the back of the device) is not stored correctly.  This must be reconciled via the hotline.

Hi @t_1991 

Welcome to our o2 community, nice that you found us here.
I'm sorry that the start is so sluggish, of course that's not in our interest either. Everything you describe sounds very good, so the connection should actually work.
Can you please log into the Fritzbox (via browser  fritz.box ) and post a screenshot of the internet information and a screenshot of the event logs, so that we can get an overview and start to troubleshhot.

Thank you.

Kind regards Matze   

Hey Matze, thank you so much for responding! I appreciate the help.

I have attached the screenshots. For the event log: I wasn’t too sure what times/days to capture the screenshot, so here are some different ones. Let me know if you would like a screenshot of a specific time or date.

 

@t_1991  Thanks for the screenshots, everything looks really strange. In fact, you should be able to use the internet, but still some where some how there has to be some kind of mailfunction. Can you please troubleshoot via o2 My Service app and then post here the case ID that the app generates?  Don't worry about your data, no personal data will be transmitted via this case id.

Kind regards Matze 

Hey @o2_Matze, thanks again for the reply.

I have just ran the problem solving process vis the o2 service app. My case ID is 223 748. Screenshot also included incase this helps offer more context too.

Thank you!

 

@t_1991 Can you check the Info LED on the router? Is it red or flashing red, or is the Info LED green or completly off?

Greetz Matze 

@o2_Matze The Info LED is completely off. No other lights are flashing

@t_1991 okay, could you please unplug the router from power for 2 minuten and then restart and tell us if that changes anything?

Hey @o2_Matze 

I have just reset the power. This hasn’t changed anything unfortunately. The LEDs are still the same, and I still get the o2 welcome message when I try to join the wifi 

Here is the welcome message just incase that helps to add context

@t_1991 Alright, thank you for your efforts. 

Our tec guys will take a closer look at your case and check everything, as soon as there is an update you will get an info via textmessage (sms) 

I keep my fingers crossed that the bug can be fixed as soon as possible

Best Regards.

Matze 

Ah okay, thank you for the help @o2_Matze , I appreciate what you’ve been able to do for me so far.

My fingers are crossed too. Have a great weekend!

Hey @o2_Matze, me again, Sorry I need to double check with you.

I have just received an SMS saying my ticket has been opened. When I follow the link and view the status, the website it takes me to is all about a “DSL-Anschlusses” - I actually have ordered Kabel and my router is Kabel. 

Is this a concern or is it just default labelling of the website?

Thanks

@t_1991 o2 has the cable technology not quite on the line.  no panic.  They already know that it is a cable problem or better you use cable.

@t_1991 You are absolutly right, that is indeed just the default label of our ticket website, so no need to worry about that. 

Kind regards and a nice weekend.

Matze