‎[English] Internet didn't get turned on

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[English] Internet didn't get turned on

3 years ago

Hi! Sadly I don't speak German, but I'll explain my problem in English. Few weeks ago I signed up for a internet plan and got a router (Speedport Smart 4). I set it up on the router page (192.168.2.1) with all the information I got. The internet was supposed to be active from 04.07. I honestly didn't care about it all that much since I wasn't home, but few days ago I came back and it's just not working. On the router status website it says "No connection". Can you please give me an idea what do do now? I can't call the customer support because of my poor German skills. Thank you all in advice.

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3 years ago
Hi!

Could you please provide us with a few more details:

- What is your internet plan called exactly? Do you know if it is a DSL or fibre connection?

- Have you got a confirmation letter (Auftragsbestätigung, usually via e-mail)? In many cases a visit by a technician would have been needed to set up your connection. If so, this should be written in the confirmation letter.

- If possible, could you upload a photo that shows how the router is connected with the telephone socket / fibre modem?
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3 years ago
It's an DSL, MagentaZuhause S if I remember correctly. I've got a confirmation letter in which it said that technician doesn't need to come. And the wires are all good, that's one thing I'm sure of.
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3 years ago
@Yoruni call 08003301000 or Hier Kannst Deine Leitung mal Vorprüfen und auch eine Meldung absetzen
https://www.telekom.de/hilfe/hilfe-bei-stoerungen

Here you can pre-check your line and also send a message
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3 years ago
Good morning @Yoruni and welcome to our community.

I'm very sorry for the late response! Because it's a bit early, I'll call you later, at 09:00 am, so we can have a look at your connection.

Kind regards Sven Ö.
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3 years ago
Hi, I'm sorry, but have you called already? If yes, then I didn't get any incoming call, something is wrong with my phone today. Can you call again when you have time please?
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3 years ago
Hey, I'm sorry for the late response. It always says "The person you are calling is temporary not available". We need to arrange a new appointment for the technician. When will be a good time for a new try to call?

Kind regards Sven Ö.
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