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
vor 4 Jahren
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?
6
von
vor 4 Jahren
Thank you for the quick reply.
So I used the automated check but it couldn't fix my issue. It says:
Unsere Diagnose hat ergeben, dass Ihr Router technisch nicht an Ihrem Anschluss betrieben werden kann.
Wir konnten feststellen, dass Ihr Router technisch nicht an Ihrem Anschluss einsetzbar ist.
Which doesn't make sense. I bought this DSL modem from Telekom, it was tested by your technician (on the first setup) and I have been using it for 2 months now.
So to answer your questions:
* I have one other TAE socket at home, and nothing else is connected. Only my Telekom modem. No PowerLAN device.
* The modem I use is Speedport Smart 4 Type A
Please let me know if I can provide more technical details.
0
von
vor 4 Jahren
I believe this message can occur if a customer's line has accidentally been connected to a different customer's home.(Edit: Thinking about it, this hypothesis makes no sense, given that your connection isn't dead entirely but "only" drops and then comes back.) However, this needs to be investigated by Telekom customer service. I'll thus highlight this thread to the support team who should come back to you soon.von
vor 4 Jahren
Meanwhile, can you make sure that both your customer ID ("Kundennummer") and a phone number (via which the support team can contact you) are stored in your user profile? The data there can only be seen by employees of Deutsche Telekom, not by regular users of this forum.
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