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5G/LTE hybrid not connecting anymore
vor einem Jahr
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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vor einem Jahr
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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von
vor einem Jahr
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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von
vor einem Jahr
@LehrerChem61440
Can you try another cable (link)
Cat6 or higher.
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Antwort
von
vor einem Jahr
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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von
vor einem Jahr
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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Antwort
von
vor einem Jahr
Hello again @LehrerChem61440,
my colleague has now initiated the exchange of the LTE / 5G extension. You get a new device. Please send us your old device back using a return slip and test the new device on your connection.
Let me know when you were able to test the new device and if that made any improvements.
Kind regards
Belana M.
Antwort
von
vor einem Jahr
Hello Belana,
I received the new 5G extension box, and I replaced the first device with it, transferring the SIM card. Unfortunately, I'm still seeing the same thing. About 14 seconds until the 5G light turns from yellow to blank, but steady green on Status and LTE . What's worse is that the Speedport4 is still not detecting it as an external modem. I have the extra (yellow tipped) ethernet cable that comes with the Speedport4, and I've tried each combination of cable I can think of to see if it's a cable problem.
Picture of 2 cables I've been swapping in and out to try different set up (not showing the flat white cable that came with the first extension box):
Left yellow/black cable was included with Speedport4 box, right blue/white cable was the Link cable in the original 5G / LTE box. The new extender device did not come with new cords (only a power plug and adapter shown in next picture)
I did try changing both of these power cable and white "T" box just in case.
I have tried:
Every time I changed cords or power adapters, I restarted both 5G / LTE box and the Speedport4. I've also tried the PIN reset button on the Speedport4 and the PIN reset button on the new 5G / LTE box. Each time, the speedport.ip website show this information:
No indication that it sees the 5G / LTE extension on LAN port, or even as an external modem that's been connected. I can't figure out what else to try.
Hope this information helps and that you are able come up with more ideas.
Regards,
Antwort
von
vor einem Jahr
Hi there @LehrerChem61440,
I am more than happy to take a closer look. Thank you for providing us with all the information so far. I'd suggest we get in touch over the phone tomorrow evening. Would 8 p.m. work for you?
Kind regards
Christian H.
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Akzeptierte Lösung
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vor einem Jahr
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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