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Dear all,

I am a new internet customer and I have received the router, wires, instructions and my confirmation message that my internet is ready to use.

I downloaded the app o2 my Service as instructed, but I am stuck in the part to provide the router password. I tried the password (with numbers and letters) under the Router session of the welcome letter but the app do not accept it. I also tried the VoIP-PIN but does not work as well. Also, since I am a new customer, I did not include as well any password from my own in this device.

Then, I tried to connect through o2.box using my laptop and looks like my DWL cable is corrected connected, my DSL connection was successfully established but no network was detected. Also, the internet LED of the router keeps red.

Again, all wires are well connected and I see no issue in this side. What I am supposed to do ? I called the Support Center but they were not able to provide a technical solution for that. 

Thank you.

Hello @martins_ welcome in our community. 💙
Which router are you using? 

@schluej and @blablup do you have any advices or recommends?

kindly regards
Michael

Hi @o2_Micha is a O2 HomeBox 6742

Hier geht es wohl weiter:
 

Offensichtlich konnte der TE das Passwort für die Bedienoberfläche der o2 Homebox 6742 finden, es steht nämlich direkt auf dem Gerät. 

Auszug aus der mitgelieferten Kurzanleitung (darf man gern lesen)

 

Dear all,

I am a new internet customer and I have received the router, wires, instructions and my confirmation message that my internet is ready to use.

I downloaded the app o2 my Service as instructed, but I am stuck in the part to provide the router password. I tried the password (with numbers and letters) under the Router session of the welcome letter but the app do not accept it. I also tried the VoIP-PIN but does not work as well. Also, since I am a new customer, I did not include as well any password from my own in this device.

Then, I tried to connect through o2.box using my laptop and looks like my DWL cable is corrected connected, my DSL connection was successfully established but no network was detected. Also, the internet LED of the router keeps red.

Again, all wires are well connected and I see no issue in this side. What I am supposed to do ? I called the Support Center but they were not able to provide a technical solution for that. 

Thank you.

I have the exact same issue, I restarted router quite a few times and even went for the reset button on the back hoping I am going to get internet after 2 months of waiting.

It shows the two wifi connections and recognises any device I connect to wifi/LAN but does not provide internet access. 

My patience is running out with this provider which I only chose for the possibility of having a “Cancel at any time subscription” 

Via App it told me the router password was not good (the wifi one one the back of the router at the previous step worked though). 

via o2.box (192.168.1.1) the process worked but still no internet.

the app diagnosis tells me the internet connection has not been activated (as advised by the ISP that it has)

Overall bad service quality.

 

@blablup danke, das war das problem! Der Kundendienst am Telefon hatte mir gesagt, dass das Router-Passwort das im Einladungsschreiben ist, aber es sieht so aus, als hätten Sie Recht. Obwohl die App das Passwort akzeptiert hat, habe ich immer noch kein Internet ...

Jetzt habe ich eine sechsstellige nummer, die ich dem technischen kundendienst telefonisch mitteilen soll. Ist dies im Moment die einzige Lösung oder sollte ich eine andere Fehlersuche versuchen?

Nochmals vielen Dank an alle

Just to share here the resolution for my case (maybe it helps you @adrianp  ) I called O2 technical support last Friday and they found out the connection in the Telefonverteilkasten to my apartment was off - something that the previous tenant's internet provider did not informed to O2. The technician was here a few moments ago and everything works fine. Thank you all for the support and attention

Hello @martins_ ,

it’s good to hear from you again, and especially that you brought some good news as well. Hopefully everything is going to continue to be fine with your connection, should you do require further support then please let us know.

@adrianp

Welcome to the o2 Community 💙. From what I can see your connection is up and running, did a technician come out to fix something or how was your issue solved?

 

Kind regards, Sven

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