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[English] New DSL user, no internet connection
vor 5 Jahren
Hallo,
I just moved in a house. The old owner used Telekom DSL. When they moved out, they left the old devices: a switch (? maybe) and a DSL splitter.
Since I moved in at the beginning of this month, I signed a new Telekom contract and continue to use Telekom DSL. I went to MediaMarkt and bought a new Fritzbox 7530 and a Hama telefondose.
My internet should be available from 12.05. Yesterday I started to connect the devices. According to Fritzbox, DSL was connected. But the IE displayed "dieser internetanschluss ist zur zeit nicht aktiv". I tried the old splitter and the new telefondose. Both didn't work.
The interesting thing is, I can connect to the webpage" http://kundencenter.telekom.de" and check my contract details. But I cannot connect to any other websites.
So now I don't konw what's the problem. Could the Telekom Service team can check the problem?
I filled in some information and upload some pictures. Is there any other information I should provide?
Thanks a lot!
546
8
vor 5 Jahren
First of all, excuse my english. You have to call customer service and report this as a malfunction. The message usually comes when, for example, the connection is on an incorrect port or has been configured incorrectly in the technology.
You can reach the customer service on 0800 330 1000.
0
vor 5 Jahren
@Sharôn Opheliac
Does this number actually have English support?
On @litong End I would just wait for a Teami to call him back.
4
Antwort
von
vor 5 Jahren
Hello @litong,
Welcome here!
I just wanted to point out that your information and pictures are exemplary; I wish everybody described their issue in that much detail.
And from your pictures it becomes clear that the DSL itself works perfectly fine. The physical line is not the issue. Somehow your account has not been enabled so calling the hotline or waiting here for a Telekom person to arrive is the way to go.
ER
Antwort
von
vor 5 Jahren
I had a quick look into the service order and found that my colleague fixed an installation error. Have you since turned off the router for about 30 seconds and then restarted it yet?
For til now, I couldn't reach it so far and found no active online session.
Best regards
Anna Si.
Antwort
von
vor 5 Jahren
hallo @Anna J. ,
The engineer came to my house today and fixed the problem. Now everything is OK.
Thanks for your help!
Uneingeloggter Nutzer
Antwort
von
vor 5 Jahren
thank you for the friendly chat on the phone!
To let the rest of you know:
My guess is that the line was only installed out on the street, but the line from the distributor in the basement to the phone socket is still the old owner's one.
That would explain how you may receive a signal but aren't able to dial in to that line.
To fix this, I set an appointment with our field service for tomorrow and am looking forward to reading from you that same day again.
Best regards
Anna Si.
0
Akzeptierte Lösung
akzeptiert von
vor 5 Jahren
hallo @Anna J. ,
The engineer came to my house today and fixed the problem. Now everything is OK.
Thanks for your help!
0
Uneingeloggter Nutzer
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