My Wifi Is not working
6 months ago
Hello,
My name is Mohammad Nagib Osman, and i am new in Germany. At first, please accept my apologies for not speaking in German. I am a new customer, and My Speedport Smart 3 connected to the internet but there is no wifi connection. I reset the modem and turned off the power but the issue is not resolved. Both the Wlan and Status have white lights. I did everything with the instructions and i also checked the status. I shows that my DSL is not Synchronous, and the Internet is disconnected.
Can you please help me with that?
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6 months ago
I shows that my DSL is not Synchronous, and the Internet is disconnected.
That's the problem, your WIFI is working, but no internet.
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6 months ago
Then what should I do? Is there a problem with DSL?
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6 months ago
Is there a problem with DSL?
No. Your service will simply just start on September 26 (see my separate reply) and you have to waint until then.
Kind regards,
Thomas
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6 months ago
Hi @Mohammad Nagib Osman ,
before you open a case with Telekom support, it may be a good idea to do some troubleshooting:
- Since you are a new customer, did you get an order confirmation from Telekom with an installation date or has there been a visit from a technician? The order confirmation must read "Auftragsbestätigung" on it. If all you have is a confirmation or order received "Eingangsbestätigung", then you may need to wait for the proper order confirmation.
- Assuming the connection has been setup, how did you connect the Smart 3 to the internet? Did you use the TAE to RJ45 cable that came with the router to connect the router to the TAE socket? The cable needs to go into the grey socket (labeled "DSL") on the router.
- Oh, and just to be sure: You do have a DSL connection, right? Or is it fiber?
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6 months ago
Hello,
Thank you for your response. And yes i connected it with the grey socket. And about the order confirmation. I actually don't understand anything. I got the router on 18th and there is a email that tell me a technician will come on 26th. Actually i am confused.
______________________
Edit (Sven from Telekom hilft):
Deleted the confirmation, due data privacy.
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6 months ago
and there is a email that tell me a technician will come on 26th.
Hi Mohammad,
Your service will only start on September 26 after the technician appointment. You will have to wait until then.
Yous should translate the Auftragsbestätigung email with a service like DeepL or Google Translate. Beside the date, there is another important notice telling you that the technician will need to access the service connection (usually in the basement or a separate dedicated room). You should contact your landlord to make sure that this is feasible.
Alternatively, you could follow the instructions at https://termin.telekom.de/readytosurf/. If this works, the technician appointment might be unnecessary (but the service will not start earlier!).
Good luck for next week!
Best wishes,
Thomas
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6 months ago
Google Translate
In my experience, the google translate app on a smartphone works great with paper documents through the phone camera.
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6 months ago
Thank you so much. I was really confused.
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6 months ago
Good evening @mohammad Nagib Osman. Welcome to Germany and our Telekom hilft Community.
As already correctly written, your contract starts on September, 26. For your information: I removed your confirmation, so no one can abuse your data. Please don't post any personal data on here. In case we need them to help you, you can fill in your data in your profile.
Please let us know, if everything works fine on thursday. If you need any kind of help, just let the community and us know.
Have a great weekend! 🤗
Kind regards Sven
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