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Hi,

 

This morning we woke up to the Internet light on the router blinking red. All other lights that should be ON are ON.

 

I tried restarting the router, didn’t work. I tried the factory reset and it didn’t accept the Zugangs-PIN.

 

I installed the service app, which gave me a case number at the end and told me to call the hotline but in the hotline, I don’t hear any option to give the case number.

My german is quite bad but it basically asks for the phone number and the customer number and that’s it. After that, it asks if I’m close to the router and then tells me to use the App…

 

So I’m going around in circles..

 

Could someone help me get out of this mess ?

 

Thank you,

Ricardo

@LoneWolfPT You can call the phone number in the app. After you enter your landline number and secret 4 digit pin the computer voice tell you to install app and Good Bye. Don’t hang up. You will forward to an agent. Hope he speaking English.

You can try the WhatsApp Channel too for raise a ticket.

 

Hello @LoneWolfPT and welcome to our o2 community :-)

Sorry to hear that your DSL connection showed some issues. I had a look into this, to me it seems like the connection came back online the follwoing morning. Can you confirm this? Is everything working as it should again? :-)

Regards,

Lars

Hi Lars, Joe,

 

Everything is fine now, thank you :)

@Joe, thanks for that tip, that was what ended up solving the issue, waiting till the end :D

 

Maybe this message should be changed a bit ( or maybe this is on purpose ? ) :P

 

Cheers,

 

Ricardo

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