‎[English] DSL setup failure | Telekom hilft Community

Telekom hilft Community

Telekom Business Community

Private customers

Telekom Shops

Contact

[English] DSL setup failure

4 years ago

I was using 1und1 16MB DSL before and had the option to upgrade to Telekom 250MB DSL.

Yesterday I followed the instruction to connect the new Speedport Smart 3 and completed the setup via QR code scanning (that was after 8am as suggested). At the beginning there was no internet connection and each time I tried to visit a website there's a Vodafone error 691 error message (attached). So I waited til after 9pm and there's still no connection (attached the router status and the DSL connection).

Would you guide me how to solve this?

Thanks!

405

4 years ago

7
Answer
from
4 years ago

iadl

@Gelöschter Nutzer Thanks for the help! I followed the instruction attached and I think I connected the right cable😆

@Gelöschter Nutzer Thanks for the help!

I followed the instruction attached and I think I connected the right cable😆

iadl

@Gelöschter Nutzer Thanks for the help!

I followed the instruction attached and I think I connected the right cable😆

Of course you did.

But someone else used a "wrong" cable to connect the TAE (Telekommunikations-Anschluss-Einheit) to the APL (Abschlusspunkt Linientechnik).

This "wrong" cable doesn't cause the current problem that you don't get an Internet connection, but once the current problem is fixed other problems may occur.
Answer
from
4 years ago
@Gelöschter Nutzer

I see.

But should I contact Telekom for this? As this is only one of the two cables they provided (the other one is the fiber link).

Thanks!
Answer
from
4 years ago
Kann vielleicht jemand anderes erklären, welches Kabel gemeint ist? Mein "technisches" Englisch ist etwas eingerostet.
Unlogged in user
Answer
from
4 years ago
Hello @iadl

Is your connection working now or do you still need our help?

Regards
Karsten L.
1
Answer
from
4 years ago
@Karsten L.

Dear Karsten,

Thanks for the reply.

No, I still don't have the connection... and I was actually planning to call Telekom to arrange a technical support.

If you could help me that would be great! Now I'm fully relying on my mobile data plan at home😅
Unlogged in user
Answer
from
4 years ago
Alright. I had a look at your line. I'll send a technician for tomorrow between 09:00 and 13:00 o'clock. Keep me up to date.

Regards
Karsten L.
2
Answer
from
4 years ago
@Karsten L.

Thanks a lot!
I just got the confirmation SMS message for the technical support.
I will keep you posted.

Answer
from
4 years ago
@Karsten L.

Dear Karsten,

Today the engineer visited my flat and now I have connection 😁
He mentioned he adjusted something in the connection box outside the building if I understood correctly.

Thanks a lot for the help!

Unlogged in user
Answer
from
4 years ago
Hey @iadl,

thank you very much for your reply & feedback.
Great news! If you have any further questions please don't hesitate to contact us again.

I wish you an awesome week & kind regards
Christina P.
1
Answer
from
4 years ago
@Christina P.

I'm very happy with the customer service from Telecom:
friendly and quick response from this online forum and competent engineer onsite: he's a very cool guy

Have a nice week and stay safe!

Unlogged in user
Answer
from