Moin Moin,

about 4h normally.

Please do a Werksrest / Factory default reset.

The Fritzbox 6590 cable does not support DOCSIS 3.1 and therefore does not comply with the interface description. It is uncertain whether such a device will even be activated by the local network operator. 

I was using it before in my previous address and it was working fine.

This does not change the fact that the device does not comply with the interface description. Especially for the 1000 Mbit/s tariffs, it can be assumed that such devices will no longer be activated. 

Hey @blablup,

Did the tips help you or do you need more help with your topic? 

Greetings,
Flo

Hi,

until now i have no internet and its not getting activated.

if the router is not supported then why no one is informing me?

i had it in my old address for months and it was working fine.

I sent a request to cancel the contract and i will go to another company, i am unable to work from home because the connection is not activated.

so please if you could follow up with the process of cancelling my contract.

BR,
TAM

The terms of the contract for the use of a customer's own router are as follows:

Soweit der Kunde nicht die Bereitstellung eines Routers beim Anbieter beauftragt, hat der Kunde folgendes zu beachten: 
 Der Kunde darf nur Router verwenden, welche die gesetzlichen und behördlichen Anforderungen erfüllen (z.B. § 3 Abs. 1 FTEG) und den jeweils gültigen Schnittstellenbeschreibungen des Anbieters entsprechen. 
 Anschluss und Nutzung des Routers obliegt dem Kunden und ist nicht Gegenstand der Leistungspflicht des  Anbieters. Der Anbieter haftet nicht für Schäden, die durch Anschluss oder die Nutzung des Routers verursacht werden.

 Es besteht das Risiko, dass Dritte unbefugt auf den Router zugreifen (z.B. über das Internet) und beispielsweise auf Kosten des Kunden Verbindungen aufbauen. Es obliegt insoweit dem Kunden, einen Router zu verwenden der den jeweils aktuellen Sicherheitsstandards entspricht und alle gebotenen Schutzmaßnahmen zu ergreifen, um einen unbefugten Zugriff durch Dritte zu verhindern.

 Die in diesem Dokument oder der Preisliste angegeben Qualitätsparameter gelten nicht, soweit deren Unterschreitung auf Anschluss und/oder Nutzung eines eigenen Routers zurückzuführen ist.

This means that the customer is not permitted to use devices that do not comply with the interface description. It is the customer's responsibility to ensure this contractual regulation by selecting his device. It is not the duty of o2 to check customer devices for suitability or to enable the use of devices that do not comply with the specifications. 

Failure by the client to comply with this contractual regulation does not entitle him to terminate the contract prematurely. The regular termination in compliance with the notice period to the end of the contract term remains unaffected. 

Logically no one will expect to buy a router in Germany, from the German market and then to find that it does not comply.

i sent a cancellation request, either you cancel the contract. or send me a router with monthly payment, the same way how it happens when a new cable contract starts.

or any suggestions?

Hello @Mr.tam,

I took a look at your internet connection. The MAC is still the same as before, if I understand it correctly? It has already been submitted and this will not be the cause of the problem I assume.

Unfortunately, it is not possible to report an internet disruption here via the community.

You can use our o2 My Service app to check whether the problem can be easily solved. The app can also be switched to English.

Otherwise, please contact our technical support so that the connection can be checked more closely. our employees will send a technician if it should be necessary. Since not all employees speak English, it is advisable to have someone with you who can translate from German for you.

You can reach the English Hotline (no technical support) on 089 66 66 30 081. They will transfer you to the technical department.

Please let us know if you have any further questions.

Best regards

Giulia

Hello @o2_Giulia 

Thanks for your message, i will check that and let you know 

BR,
TAM

Hi @o2_Giulia 

Thank you so much for the tip.

I called and created a ticket and today i came from work and found the internet is working finally.

Many thanks for your support.

BR,
TAM

@o2_Giulia 

i clicked on the wrong post as the solution 

Sorry, the solution is your post.

Hello @Mr.tam ,

no worries there, I’ve changed the answer to the relevant post. It’s good to hear that your connection is back up and running again. If there are any further questions you have, then please let us know.

Kind regards, Sven