No Internet connection after moving - cable FRITZ!Box 6660
I moved to a new flat and submitted a request to O2. They confirmed activation date 26.01.24. In my O2 order, it also said that I had to enter in my MAC address because I owned my own router . However, that is incorrect. I am renting Fritz!Box 6660 which is deducted from my invoice every month. It was also mailed to me from O2 when I signed up at an O2 store in March 2022.
I entered my MAC address anyway because I didn‘t want the internet to stop working. Unfortunately, that did not work because my internet is not connected.
As per O2‘s request, I connected the cable and the box the night before 25.01.24. It was working perfectly . The next day, activation day, no internet.
I called the English hotline and he asked technical services. They said everything is fine, and they are just waiting for Vodaphone to give the ok. He said it should work and if not, contact them again.
Today, 27.01.24, it still does not work. I know the cable line works because it worked the day before activation. I tried to reset numerous times, I reset to factory settings, nothing. So why isn’t it working?
I am so close to canceling but O2 gave me no problems before. I hope it is just a problem with the MAC address. Can someone help please?
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@phmk23 Is the Fritzbox in preprovisioning mode? This mean you see in the Fritzbox menu at Intenet/Cable Information an 128 KB Download / Upload link?
Hi @Joe Doe
sorry, I am not sure where to find this. Do you mean in the IP address? I did a screenshot here. There is no link. I also saw that the IPV4 is not connected to the internet. Hope this helps!
@phmk23 I mean something like this. But from the data i see from your screenshot, i think your Fritzbox still preprovisioning mode, but you have active cable line.
@Joe Doe oh I see. Mine does not show what you posted. Do you know what this means? Thanks!
@phmk23 Normally you shouldn't have the option to enter a CM Mac in the cable area with an o2 rental router. This can sometimes disrupt the activation process. You still have a technical ticket at o2?
@Joe Doe no I don‘t have a technical ticket. How do I do that? Thanks!
@phmk23 Call the English speaking hotline again on Monday. Please tell the agent why you should enter the CM-MAC for an o2 rental router when moving. Question him whether this will disrupt the activation process in the new apartment. He should please take raise a ticket for this.
@Joe Doe ok, I will do that. Thank you again for your help!
Hello @phmk23,
welcome to our o2 Community
I am pleased that you contacted us about activating your cable connection in your new apartment. Many thanks also to @Joe Doe for the quick support in this case.
I was able to take a look at the problem. There actually seems to be an error with the MAC address of your router; it has not yet been activated at the new address, so the connection is not possible. I have already informed the responsible people, but I assume that they will not activate the router until tomorrow, Monday.
You therefore do not need to contact us by phone at first. If the connection doesn't work tomorrow, please let me know again and I'll be happy to check. In the worst case scenario, we will have to replace your router.
If you have any questions, please let me know.
Best regards
Giulia
@o2_Giulia Thank you so much for your reply and for contacting and explaining the problem with the responsible parties. I’ll check on Monday and update you.
Much appreciated!
Hi @o2_Giulia
I am happy to say that our internet has been working for a few hours now! Thank you for your help!
I just have one question about Telephony. The red light is on, on the „info“ button and FRITZ!Box is saying that it is not connected. Do you know how I can resolve this? Here are a couple of screenshots:
@phmk23 Could you please check in your „mein o2“ service account if you have there under „Tarif&Optionen/Vertrag verwalten/ Zugangsdaten für ihre Hardware“ have the current SIP access data? Normally you shouldn't have this point with an o2 rental router, but somehow I'm afraid that your customer data set is not correct.
If you this point with actually SIP account data, please update this data (phone number / password) in the Fritzbox under Telefonie/Eigene Rufnummern
And very important: What firmware version is actually install at the Fritzbox?
Hi @Joe Doe
I went to „mein o2“ service account, under „Tarif&Optionen/Vertrag verwalten/ Zugangsdaten für ihre Hardware“ but it says that since I am using an O2 cable router, I can‘t update the SIP information.
However, the SIP Rufnummer says 0711/******** instead of 49711********. There is a slash (/) inbetween 0711 and the 8 digit number.
The SIP Username says 49711********. Is this correct or is it a typo?
@phmk23 Please go in in Fritzbox to System/Sicherung/sichern and make a backup (with password) After this make a backup from the phone book from the Fritzbox. (Telefonie/Telefonbuch/sichern)
Now make a factory reset. (System/Sicherung/Werkeinstellungen)
After the factory and you are online back, the sip account should been automatical setup within 15 minutes over TR-069.
I cross the fingers for you.
Hi @Joe Doe
it seemed to have worked! Thanks again for your help.
Hello @phmk23,
I'm pleased and relieved that everything seems to be working now
Many thanks @Joe Doe for the quick support and for the tip about the factory reset
I was a little worried that we would have to replace your router, but now everything looks good again.
Please let us know if you have any further questions.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
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