Help in English - New customer, unstable DSL connection
3 years ago
Hello Telekom Support,
I have been a DSL customer since February and the connection has always been stable, but since yesterday (2022/05/17) my Internet connection drops for a few minutes, every few hours.
I have made sure that it's from your side (or at least from the line). I have checked my devices (even rebooted routers just in case) and still when the connection drops, I can't even ping static public IPs like 8.8.8.8. The problem gets fixed after a few minutes and then again it gets disconnected after a few hours.
Can you please check my connection from your side? Is there a known problem in my line or my neighbourhood?
Thanks
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3 years ago
Can you please check my connection from your side? Is there a known problem in my line or my neighbourhood?
Best if you run the automated check available here fist. You can immediately create an issue report from the website if the system finds any fault. Unfortunately it is all in German language but is is very straight forward.
Let us know here in case you don't get anywhere with the website, in which case I will highlight this thread to the support team.
Aside from that: DSL problems are frequently caused by the user's equipment. Can you tell if there is more than one TAE socket (that's the type of socket your router is connected to) in your house/appartment? Do you happen to use PowerLAN devices, i.e. devices that use the 230V mains wiring to transport data? Such devices often interfere with DSL lines.
Can you tell us what type (make and model) of router you are using?
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3 years ago
My customer number is already there. I will also put my phone number.
FYI this happened a few minutes ago again (line was disconnected between 13:46 - 13:48)
I am also installing a network monitor on Raspberry Pi, to store historical data in case Telekom support wants to know when exactly the line is disconnected and for how long.
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3 years ago
Hello @Mehdi3
I looked at your connection and found the same error.
That's why I've booked an appointment with the technician for you on Friday 20 May between 4pm and 8pm.
Will you be home on that date?
Many greetings
Markus Km.
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3 years ago
Thank you very much. Yes I will be available.
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