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5G/LTE hybrid not connecting anymore
1 year ago
My area only supported the Magenta S DSL connect, which was 6 Mbps so I updated this week to the Hybrid 5G option. I received all the equipment on April 9th, with the contract start date on April 10th. So I followed instructions, set everything up on April 10th, and got full signal on the 5G / LTE device, 43-47 Mbps with consistent speed tests throughout the entire day once I optimized placement.
On April 11th, the 5G / LTE connection stopped working (I did not relocate anything, but I did try restarting both Speedport 4 Router and the 5G / LTE device several times) I also removed and reinserted the SIM card to try that. I've consistently had the same message on the speedport status page (attached image) both yesterday and today. It can't be a network load issue, because I've attempted to download large updates on our Playstation5, as well as running multiple speedtests. I'm not sure what to do, and I've tried contacting Customer Service but since I can't speak German very well, they consistently redirect me to the English help number (0800 3301080) and I only get a recording saying that the number isn't available at the moment.
Please help!
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1 year ago
There is no connected device at LAN Port 1, please check the cables and connection again.
Make sure that the 5G extension gets power from the PoE Injector.
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1 year ago
Thank you for your reply - I have checked that everything is connected where it indicated in the set up - and took pictures to verify. I took a new screenshot of the status screen again. The 5G extension has lights on, so I assume power is good? But that LAN port 1 still shows no device (pictures attached)
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1 year ago
@LehrerChem61440
Can you try another cable (link)
Cat6 or higher.
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1 year ago
I replaced that blue link cable with the extra yellow tipped black cable that came with the Speedport4 Router (which I'm not sure is cat6 but it's all I have), and then restarted the Speedport & 5G extender.
I've been powering up the 5G first, waiting for steady green lights and then turning on Speedport - and I haven't seen that 5G light up at all since the first day it was running
I've also noticed that even though I have internet access via DSL, my Speedport4 display still keeps repeating "Bitte warten, ich verbinde mich gerade." and "Onlinegehen kann mehrere minuten daueren" and the animated line keeps extending from the little home to the world symbol.
new status screenshot:
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1 year ago
Hmm, maybe a hardware/software error on the 5G extension.
I will give the team a heads up and they will call you.
Please provide a time frame where you are free to answer a call.
Please have the last 6 Digits from your IBAN ready in this time frame.
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1 year ago
Great news @Christian Ha. @Belana M. and all helping on your end,
I received the new Speedport4 and flat white cable today, set it up and everything connected perfectly, I saw the install message flash on the speedport4 display, and getting a consistent connection. The 5G extender is still indoors while I was playing around with cables, but if this stays steady I will start optimizing placement of the device.
I can't thank you enough for all your help and time with this, I'm very appreciative of the collective efforts.
Thank you!
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1 year ago
Hi there @LehrerChem61440,
thank you for letting us know! We're more than happy to help. I just tried calling you in order to clear the air of any remaining questions. Unfortunately I was unable to reach you.
Nonetheless, should you have anything else, please let us know!
Have a great weekend and kind regards
Christian H.
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1 year ago
Hi @Christian Ha.
I just saw a call pop up and then "call failed" before I could answer, I'm pretty sure my building at work just has terrible cell reception. No worries, and thanks for trying to check in, I don't have other questions as of now! I'm just glad it works -- and is still working as of this morning.
regards,
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1 year ago
Great news @Christian Ha. @Belana M. and all helping on your end,
I received the new Speedport4 and flat white cable today, set it up and everything connected perfectly, I saw the install message flash on the speedport4 display, and getting a consistent connection. The 5G extender is still indoors while I was playing around with cables, but if this stays steady I will start optimizing placement of the device.
I can't thank you enough for all your help and time with this, I'm very appreciative of the collective efforts.
Thank you!
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