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router issue

Hello,

There is a network connection problem in my home area from 10 days ago, and I asked this issue to your customer service(issue number? CXXXX). But I got the reply you couldn’t find the root cause.

So, I removed the SIM card from the ZTE router and inserted it into an unused phone. Then, the network condition improved. I'd like to confirm if I can use it in this state. I think there is no additional charge, right?

 

One more question, if something is wrong in my router, can you fix it with warranty?


Thank you

Edit o2_Antje: Moved from o2 Home to English Community / 03.06.2024
Edit o2_Sven 04.06.2024/10:47: Removed personal information

12 Antworten

S
Rang

Please give a reply~~~

Joe Doe
Rang
Benutzerebene 7
Abzeichen +5

@skyng What Homespot version you use?

Bin nur Kunde und versuche anderen nach bestem Gewissen zu helfen / I'm just a customer and try to help others as best I can
S
Rang

Thanks for your help.

The router SSID is ZTE_C128E0.

But, actually I expect an official answer from O2.

Thank you anyway.

o2_Sven

Hello @skyng ,

welcome to the o2 Community 💙.

The SSID isn’t really helpful for us, what we’d need to know is the model name that you are using. Since you are getting better performance when using a smartphone, it is very likely that the LTE modem that your router uses is of an older standard, which can have an impact on the performance.

 

Kind regards, Sven

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

The model name is MF920U.

o2_Sven

Hello @skyng ,

from my quick research that model uses a CAT4 LTE modem, which typically isn’t all that good when it comes to carrier aggregation, taking different frequency bands and combining them to raise the speed of a connection. That’s why your phone is performing better in comparison, it will have a newer modem integrated which is capable of bundling several frequencies together.

 

Kind regards, Sven

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

Thanks for your technical research.

But the problem of the ZTE router was started about 2 weeks ago.

Anyway, currently I can access internet via the smartphone with ZTE SIM card, and my question was that, 

  - I'd like to confirm if I can use it in this state. I think there is no additional charge, right?

  - One more question, if something is wrong in my router, can you fix it with warranty?

Please answer for the above questions.

Thank you in advance.

schluej
Rang

Anyway, currently I can access internet via the smartphone with ZTE SIM card, and my question was that, 

  - I'd like to confirm if I can use it in this state. I think there is no additional charge, right?

Right!

  - One more question, if something is wrong in my router, can you fix it with warranty?

 

You rent the Router from O2 = Yes.

If you buy the router from O2 than it depends on the day of purchase. 

Live long and prosper 🖖
S
Rang

Thanks for your reply.

I bought the router in Feb. 2023. How long is the warranty period?

o2_Sven

Hello @skyng ,

the contract that I’ve got here is a Free Unlimited Max, which you can use in a smartphone or a router if you wish. There’s no extra charge involved in that.
The warranty is a bit of a more complex question, as this is usually divided into two parts here in Germany, “Garantie” and “Gewährleistung”. The first is a voluntary offer from the company that produces the hardware, while the latter is the one covered by law.
Companies often only cover a year with their “Garantie”, you’d have to check what exactly is written in the documents that you should have gotten for the ZTE if it is just a year or if they offer this for a longer period. If you are out of this then you’d still be within the “Gewährleistung” and could see about sending in the unit for repairs.

 

Schöne Grüße, Sven

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

Hello,

Thank you so much for your kind explanation. It’s very useful information.

You said “Gewährleistung” means the one covered by law. Then, is there any specific regulation for the hardware product? What I mean is for the warranty period.

Thank you in advance.

 

o2_Sven

Hello @skyng ,

you might want to check out our FAQ concerning defective hardware as it covers a lot of the ground when it comes to warranties as well as the send in repair.

 Best regards, Sven

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

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