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Keine DSL verbindung

  • August 28, 2017
  • 17 Antworten
  • 558 Aufrufe
supergg
Besucher:in
hello

I did an Umzug, starting 29.07.2017 in Berlin

I asked to transfer the O2 DSL

after loooong waiting, on 24.08.2017, DT came and connected the line

but after then nothing happened

 

the Internet LED is off and the Info LED is red

Even if I put in the Zugangs-PIN hundred of times ino2.box (192.168.1.1) and the page o2.de (that I have to read from another line)  says:

Ihr aktueller Auftragsstatus:

 

 

 

 


1.  Ihr Auftrag ist eingegangen2.  Ihre Angaben werden überprüft3.  Auftragsbearbeitung4.  Bereitstellung Ihres Anschlusses / Technische Geräte5.  Ihr AnschlussterminLieber O2 Kunde, die Aktivierung Ihres Unzugsauftrages war geplant zum 24.08.2017.

Den genauen Status Ihres O2 Auftrages erfahren Sie über unsere Kundenbetreuung.

17 Antworten

Jogi
Legende
  • Jogi
  • August 28, 2017
Hi,

the router is waiting for the Zugangspin wich you can install by the Einrichtungsassistent at the router after factoryreset or put it in a phone wich is install at the router.

Wich error message you got after put teh Zugangspin into the box ?

Greetz

Een schiet mutt ikk
supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 28, 2017
Hi Jogi

Zugangs-PIN:
••••••••••
Fehler
Es konnte keine Verbindung hergestellt werden. Bitte überprufen Sie lhre PIN-Eingabe

I am at a different place and I will check again just tonight

but the all the check were fine (green V) 

but the Info LED blinked a couple of seconds and then turned red while the Internet LED remained off

I left the Modem on and tonight I will repeat

please,  add your suggestions

thanks

Jogi
Legende
  • Jogi
  • August 28, 2017
Hi,

in my opinion this is a simple problem, you have to call the o2 technical hotline 0800-5251378 (for free) and ask the technincan if he/she can set your profil back.

Maybe this is helpfull but if it is not helpfull you can ask them for other problems.

But remeber tht you must understand german for the automatic voice menu. If this impossible and you also have no help from a german speaking friend you also can test the live chat https://www.o2online.de/chat-ui/chat.html  but i don´t know if this possible for DSL-customer.

Greetz

Een schiet mutt ikk
supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 28, 2017
it is what I did for 1 hr on saturday morning

they just put me on waiting

for the chat, I asked at least 10 times already

nobody reads it 

supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 28, 2017
I tried again at lunch

nothing

is there a reset operation to do?

is there nothing else that  this number ever saying to wait?

https://hilfe.o2online.de/thread/34115 

this looks really my problem

but did you solve it?

how?

supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 29, 2017
Hello Jogi.

Nothing magic happened in the night.

I did not reset the modem yet because I think it is a misconfiguration on your side.

Could you suggest a customer care email?

The phone you gave me answered once in 4 HOURS waiting, forwarding me to a technic service which run out after another HOUR waiting with no answer ...

Jogi
Legende
  • Jogi
  • August 29, 2017
Hi,

i am also only a cutomer who want to help.

O2 has no mail-support since 2012 because some people can not behave.

That it is sometimes very difficult tu arrive the technical support ist very bad but there is no different way only the live chat is a possiblity but i don´t know if they can help DSL-customer.

Greetz

Een schiet mutt ikk
supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 29, 2017
thanks Jogi

I thought you were a customer care member

it is really bad a company just do not care of their Customers

it was a little better 4 years ago when I bought it

at least they helped some way

 

now I regret a lot

o2_Emanuel
  • o2_EmanuelTeam
  • August 29, 2017
Hi @supergg,

the configuration and settings looking fine.

It seems that your box kept the data from your old configuration/adress.

Please try to perform a "real" hardreset (not just an factoryreset thru GUI).

Press the "reset"-button for minimum 20 sec., when reset ist done please try again.

Best regards,

Emanuel

https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fcommunityeinstieg |https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ffree| Roaming ab 15.06. - die neue EU Roaming Verordnung 

Tester werden? -> http://g.o2.de/angetestet
supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 29, 2017
thx Emanuel

I will try tonight

supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 30, 2017
I tried the hard reset

just clicking with a pen for more than 30 sec (the manual says 6)

even restarting the modem and waiting for 5 minutes

the result is the same

NOTHING changed, except the Info blinks green once, before blinking and staying red again

the modem starts asking a neu Kennwort and confirming

then it asks the Zugangs-PIN and if I continue, it makes the Info come red again

no Info green, no Internet

Emanuel, are you sure that the problem is in the modem? 

I really doubted that the modem contained the network configuration

But now I am sure

supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 30, 2017
I have a suspect that the Zugangs-PIN you sent me is wrong.

First check: why it is the same as I had before?

Where can I ask to check for it?

o2_Emanuel
  • o2_EmanuelTeam
  • August 30, 2017
Hi @supergg,

obviously there are some problems with your 6431 (your PIN has never changed and worked bevor). Replacement ist on the way to you ☺️.

Please change everything of your installation with the new box (powersupply, phone/DSL-cable).

Best regards,

Emanuel

https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Fcommunityeinstieg |https:///external-link.jspa?url=http%3A%2F%2Fg.o2.de%2Ffree| Roaming ab 15.06. - die neue EU Roaming Verordnung 

Tester werden? -> http://g.o2.de/angetestet
supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 30, 2017
A replacement?

Is there a replacement?

Nobody spoke about a replacement.

I took the old 6431 with me. 

What should I do with the old 6431?

Please, when and where, since I will leave next week.

supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • August 31, 2017
Still I doubt the problem is the router.

I will try, tomorrow or on the weekend - if the new mieter/wohner allows me, to go to the old apartment and check if the connection still works there.

If so - after so many resets - it means it is the linie, correct?

Like the routing maps are still pointing to the old values.

I am not an expert, I just remember some classes on networks at the Uni.

supergg
Besucher:in
  • supergg
  • Autor
  • Besucher:in
  • September 7, 2017
But finally it works

It took a little time but tonight I am back online!

I am happy that I was wrong.

Thanks Emanuel and Jogi.

Marinagajic
Besucher:in
  • Marinagajic
  • Besucher:in
  • October 14, 2017
I have same problem - keine dsl verbindung.

Ich bin seit 05.09.2017. eine neue Kunden but my home box is not working and I do not have internet.

I try to phone Kundenservice but that did not help out.

o2_Emanuel please help me out to fix this problem.

Regards

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