Hello @ToonvanBaars ,
welcome to the o2 Community 
.
Is the internet connection at the house still not working or has there been a solution to this already? If the connection is still down, what model of router are you using exactly? Is it a HomeBox of some kind of a FritzBox or even some other kind of router?
The amount of help that we can offer here is limited, generally opening up a ticket through the technical department is the way.
Kind regards, Sven
Hi Sven,
Thanks for responding to my question! We'll go to the house this evening, so we'll find out if the internet is working. The landline is dead anyway (I tried to phone but I a voice says that the number can't be reached), so I guess the router still isn't working. It's not a FritzBox, it's a 6 year old router we've received through the mail from O2 when we became a client. Looking at the pictures I found it must be a HomeBox. Do these routers die after 6 years? It seems quite old to me. Hope to hear from you!
Kind regards, Toon
Hello @ToonvanBaars,
it could very well be a defective router, though that could just as well have happened at a different point in time. There are definitely units around that have been in use longer than 6 years and also some that were unusuable in shorter time. If you’ve already opened up a ticket with the technical department and it is found that the router is responsible, then the unit will be exchanged free of cost.
Kind regards, Sven
Hello Sven,
How nice of you to check in on my internet problem! The internet was still not working this weekend, and only two green lights are lit (power and wlan). The rest of the lights don't even blink once after restarting the router. Do you know how to open a ticket with the technical department? I've tried to phone several times, but than there's only a computer responding, telling me to sit next to the router. That's impossible because of the lack of signal in the house. I couldn't find another way to contact the technical department. Kind regards,
Toon van Baars
Hello @ToonvanBaars ,
the phone number to open a ticket would be the 0800 525 1378, aside from that you can also try to contact the department through the livechat which will only require you to be logged into the mein o2 account belonging to the contract.
That only the Power and WLAN lights are on could mean that no signal is currently being transferred at all to the router, in which case it is probably an issue with the line itself which will require a technician to examine things on site. Do you have more than one telephone wallsocket within your house or is the one that the Box connected the only choice?
Kind regards, Sven
OMG! It took me almost an hour last tuesday to convince someone of the technical departement to send a new router, because that is the only thing they can do if you don't have a german cellphone. It arrived today in Heilbach, and DHL TOOK IT WITH THEM AGAIN!! Beacuse I wasn't home! Of course I'm not in the weekend house. Tomorrow I will be in Heilbach, and DHL is sending the router back again. I can’t even collect it in a shop or store. OMG! How will I ever receive a new router? Or just send me the specifics and I will buy my own. This is so major frustrating.
Hello @ToonvanBaars ,
I can have the router send out again if that is helpful for you. If you wanted to buy your own router, the only thing that you need to keep in mind is that the unit is capable of ADSL to work with the connection that you are receiving.
Kind regards, Sven
Hi Sven,
Thank you for your response. Just after I wrote the message I realized customer service could still be active. A girl Tabata, has send a new router, or she did sent this back to Heilbach. We'll stay until Tuesday in the Eifel and hopefully it will arrive in time. If not, we'll have to wait for another month when we'll go to Germany again. For now I keep my fingers crossed.
Kind regards, Toon
Hello @ToonvanBaars ,
hopefully the router reaches you in time, please let us know how things worked out if you got the new unit and if there is anything else that we can support you with.
Kind regards, Sven
