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No internet with Fritz! Box 6660 after activation date (Need help)

M
Rang

Hello O2 community,

I am having a trouble with Fritz! Box 6660 which supposed to be activated today (May 11). I went to several O2 shops to ask for help, only to get an English hotline. I called the hotline, but the operator cannot diagnose why the connection was not established. Since I moved to Germany recently and cannot speak German at all, I cannot ask a technician to come (The booking can be made in German only). I would appreciate it if anyone can advice on how to solve the problem or how to ask a technician to come as soon as possible.

Detail
Fritz! Box 6660 (router sent by O2)
Activation date: May 11
Status: Used “O2 my service” app to set up the router. However, “power” light keep blinking. “WLAN” light stays lit. Followed the instruction of the app, rebooted the router many times. No change.
The Fritz! Box website says the internet is not connected (as shown in the picture below).

 

One concern is that I plugged the cable into the middle of the sockets (picture below). In the instruction, the middle socket should be in the upper middle, but the sockets at my house look like a reversed triangle. In this case, can I still use the middle one? If not, please kindly advise how I can fix it.

 

34 Antworten

schluej
Rang

Moin Moin,

you have have transmit the CM-MAC to O2?

The FRITZ!Box has AVM Artikelnummer 20002910?

The blinking LED of power indicates that the FRITZ!Box is unable to synchronize.

That could be the missing CM-MAC or you have a filter socked. The filter socked has to be change by a technician.

Live long and prosper 🖖
M
Rang

@schluej Vielen Dank! Thank you for your comment.

I found CM MAC at the back of the router. How can I send or inform it to O2?

The FRITZ!Box has AVM Artikelnummer 20002910?

Artikelnummer is 20002933.

Is there any way to diagnose if the filter is socked or not?

schluej
Rang

The FRITZ!Box is rent from O2?

Live long and prosper 🖖
M
Rang

@schluej Yes. The FRITZ! Box is rent from O2. All the cables I used were in the FRITZ! Box. 

 

schluej
Rang

Than the CM-MAC should be in the system. Call the English hotline, you need a technician to check the connection. The FRITZ!Box is unable to find a signal.

Do you have a TV, if yes is the TV able to receive cable programs?

Live long and prosper 🖖
M
Rang

@schluej Thank you for your advice. I already called the English hotline, but the operator told me she cannot arrange a technician for me because she is not from a technical department and the only way to ask for a technician is to call the technical department hotline and explain the situation in GERMAN, which is impossible with my German skill. To be honest, I tried several times to call the technical department. But the technician immediately transferred the line to the English hotline. Then, the English-speaking operator said the above.

Regarding your question, I don’t have TV nor landline at home, so I cannot check if the TV line is fine or not.

Until now, the internet has not been connected and I  am paying additional tariffs for my smartphone, which should not have cost me if O2 internet connection had worked.. I appreciate your help!

 

schluej
Rang

Is there no neighbor that could translate for U. Or some one from work_

Wait for an o2 Mod. sometimes the are little wizards. 

 

Live long and prosper 🖖
o2_Giulia

Hello @MayuTa,

welcome to our o2 Community 😊

I will take a look at your connection and open a ticket for our technical support if necessary.

I have sent you a private message for data exchange.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
o2_Giulia

Hello @MayuTa,

since I have to finish work at 9 p.m., unfortunately I can’t make it today.

Of course you can also contact our telephone support tomorrow between 10:00 a.m. and 6:30 p.m. If communitcation does not work, please get someone who can speak German with our employees if possible.

Otherwise I'll be happy to take a look at your case on Monday. Please send me your data via PM this weekend then.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
schluej
Rang

@o2_Giulia 🫶🏽🌹

 

Live long and prosper 🖖
M
Rang

@schluej Thank you for your comments. I wish I could ask someone to translate for me, but my neighbors cannot speak English and I do not have a colleague nearby because I am working online.
I will wait for @o2_Giulia to arrange a technician for me!

@o2_Giulia Thank you. I replied to your private message, please check it. I hope a technician can come to my house and fix the problem as soon as possible!

o2_Giulia

Hello @MayuTa,

I have opened a ticket for you. I'm not sure if a technician needs to come to your apartment or if the problem can be solved remotely. Our technician will check your connection first and then decide what to do.

I have given your cell phone number as a contact number, you should receive a text message shortly regarding the ticket.

Please keep the router connected and powered on.

I'll keep an eye on your case and let you know if there's any new information.

If our colleagues call you and do not speak English to you, please let me know as well.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
M
Rang

@o2_Giulia Thank you for your prompt response. Yes, I’m keeping the router on. I am looking forward to receiving a text message soon. 

M
Rang

@o2_Giulia I have been waiting for a text message for hours, but haven’t received it till now. The internet connecting has not been working either. Could you help to check if a technician is working on the issue?

o2_Giulia

Hello @MayuTa,

you can arrange for an appointment with a technician now with our English hotline on 089 66 66 30 081.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
M
Rang

@o2_Giulia 

I just called the number: 089 66 66 30 081 and the staff told me this hot line is for general inquiry and not for technical issues at all. So, the staff didn’t arrange the appointment with a technician, being useless. He told me that to speak to the technical department, I need to speak German and there is no English speaking hotline for the technical issue for now.

Actually, I have some emergent business coming up soon and I couldn’t wait for your reply. So I just talked to a stranger on the street who is a German speaker and asked him to make an appointment with a technician on my behalf. He kindly called the technical department with my ticket number and they told him that the earliest possible date and time available is May 22 (Mon) 8-12 AM (This is too late!). He made the appointment for us for that time slot (May 22:8-12 AM). However, as I told you, I really need my connection immediately for my business. Otherwise, it’s going to seriously harm my business.

What I want you to do as soon as possible is the following.

1. Check the appointment status (I have not received any confirmation via SMS/email.)
2. I want you to have another appointment somewhere this week.

Please deal with this issue as soon as possible.

o2_Giulia

Hello @MayuTa,

sorry for my late reply. Unfortunately we can not book these appointments here, so it is necessary to call. Normally, our English hotline should be able book appointments, too.

As this is still a long time until the technician will come and you probably need a as a replacement solution, please take a look at our testcard offer. It is free of charges (within Germany) and can be used for one month with unlimited data volume. You can order it online or it can also be obtained in our o2 shops.

Please let us know next Monday if the technician could find the cause of the problem and fixed it. For any further questions please let us know.

Best regards

Giulia

Du willst keine spannenden Neuigkeiten verpassen? Dann abonniere gleich unsere o2 News: https://hilfe.o2online.de/o2-news-3
M
Rang

@o2_Giulia I ordered a testkarte so that I can have an access to the internet at least. Still, I need the Kable internet access for my work to have the stable connection. I do hope the technician will come on Monday (Although I asked for an appointment confirmation, I have not received it yet.)

 

I have a question regarding the monthly fee. Although the activation date was May 11, the internet connection has not been established till now. Thus, the monthly fee should not be charged logically. The charge will be incurred only after the connection is established (after the technician solves the problem), correct?

M
Rang

@o2_Giulia This morning, the technician came to my house and tried to fix the problem. He fixed the sockets and checked cables in the basement for about 30 minutes. Then, he told me “no internet” and left. The internet connection has not been established yet.

I cannot understand the reason why the internet is not working till now, even after the technician came to fix the issue. My question is: Is the issue fundamental that cannot be solved by O2? Will the issue be solved if I just wait????

Please advise me the current status or feedback from the technician because I do not know what is happening now. This is really urgent.

o2_Sven

Hello @MayuTa ,

from what I can see a follow up date for another technician has already been set. If this ends up as a case of something that cannot be resolved, then you will be informed about that, as such I’d advise to atleast wait out this technician and hopefully that will be the last one needed.

 

Kind regards, Sven

Der Wochenrückblick - https://g.o2.de/wcr
M
Rang

Hello O2 support team,

Yesterday (June 5), the second technician came to my house and tried to fix the problem. After 1.5 hours of fixing connection, he rebooted the router and told me “it will be working in 1 hour” and left. Indeed, the internet connection was established. I was very happy, but it did not last long. The internet started to be disconnected intermittently and became complete disconnection since this morning. As a matter of course, I rebooted the router again and again but in vain.

Activation date: May 11
First technician came: May 22
Second technician came: June 5
Still no internet.

Now, I would like to request a cancellation of the contract as it is obvious that the technicians failed to solve the issue. The English hotline operator explained to me that I need to do the followings. Bold sentences are my questions.

  1. Fill in the link below to cancel. https://info.o2online.de/kuendigung/?_gl=1%2a1uyy8b%2a_gcl_aw%2aR0NMLjE2ODYwNjAwMDguRUFJYUlRb2JDaE1JdnJ1QS11YXVfd0lWMXVaM0NoMXdOQTlZRUFBWUFTQUFFZ0t1T1BEX0J3RQ..%2a_gcl_dc%2aR0NMLjE2ODYwNjAwMDguRUFJYUlRb2JDaE1JdnJ1QS11YXVfd0lWMXVaM0NoMXdOQTlZRUFBWUFTQUFFZ0t1T1BEX0J3RQ..%2a_gcl_au%2aMTA1Nzc0MTIxOC4xNjgyNzgyMjE4
  2. Send email to state the reason of cancellation. (To which email address? Any format?)
  3. Return the router. (Will O2 send me a confirmation of cancellation after step 2? Should I wait for it?)
  4. Request a refund. (Will English hotline handle the request of refund?)

I appreciate your response, thank you.

schluej
Rang

Moin,

you could use this fom https://info.o2online.de/kuendigung/ if O2 has done 3 attempts for fixing the problem.

As „Kündigungsgrund“ you could type „3 erfolglose Nachbesserungsversuche“. 

 

Live long and prosper 🖖
M
Rang

Moin @schluej ,

Thank you so much for your quick reply. It is very helpful. 👏

If I use the form and write the „Kündigungsgrund“, it seems I do not have to send the reason of cancellation via email because it will be just a repetition.. Or do I still need to send email stating the reason of cancellation?

M
Rang

Hello O2 support team,

I have submitted the cancellation form last week. Will O2 send me a confirmation of acceptance of the cancellation?

M
Rang

I have not received the confirmation of the cancellation yet. When can I receive the confirmation?

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