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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
Hello @LehrerChem61440,
thank you for the nice call.
After the restart, please monitor the 5G LED until our recall date on Tuesday. We'll see how we proceed on Tuesday.
If you have any more question, feel free to let me know.
I wish you an enjoyable weekend. 😊
Kind regards
Belana M.
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1 year ago
Hi Belana,
I look forward to the call tomorrow morning. In preparing for that, I've tried some of the things we previous discussed on the last call.
A) Connecting a ethernet cable directly from Link connector of the 5G extender to my laptop and accessing https://192.168.225.1 , result was no connection made.
B) Connecting link cable to speedport4 as usual, and then connecting ethernet from laptop to speedport on LAN port 2 and trying same address 192.168.225.1, still no connection made.
- I tried two different physical ethernet cables for each of the above tests.
C) 5G lights: on any restart, "status" light goes Green, LTE is green, 5G light briefly shows yellow for approximately 10 seconds and then disappears.
D) I used the ethernet cable to test the SpeedPort 4 ports just in case, and they seem fine - LAN ports 1 and 2 show connection to the laptop:
After the reset of the Speedport4 during the last phone call, the speedport.ip consistently looks like this (slightly different from the previous screenshots)
Hopefully it helps to have that before the call. Regards,
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1 year ago
Hello @LehrerChem61440,
thank you for the nice call.
I will let you know what the next steps are, when I discussed what we did with my colleague.
Kind regards
Belana M.
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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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