Solved
[New customer] Error on DSL account ( [Neukunde] Fehler auf DSL-Konto)
6 years ago
Hello,
sorry if I write in English, I moved to Berlin only recently, I'll provide a Google-translated German.
I just recently signed up with Telekom for a Magenta Zuhause XL 250. I have a Speedport Smart 3 modem.
The line was supposed to be activated last Thursday, the on-site visit was deemed not necessary.
I managed to set things up to a point: on the router, the indicators Status, Link, Online and WLAN are all light up and stable.
On the router panel, the Internet connection shows up as active, and so does DSL synchronization (but at first glance the synchronization values seems appropriate for a 100Mbit, mine should be a 250Mbit).
Unfortunately when I try to connect any device I receive the message below, immediately after WiFi authentication, supposedly from Vodafone (I didn't sign anything with Vodafone, only Telekom), and after the message all internet requests (other than requests to the router setup panel) always end up timing out (i.e. no internet access).
Could you please help me identifying the problem?
Thank you very much.
Gabriele
--- German ---
Hallo,
Entschuldigung, wenn ich auf Englisch schreibe, erst kürzlich nach Berlin gezogen bin, werde ich ein Google-übersetztes Deutsch liefern.
Ich habe mich kürzlich bei der Telekom für eine Magenta Zuhause XL 250 angemeldet. Ich habe ein Speedport Smart 3-Modem.
Die Leitung sollte letzten Donnerstag freigeschaltet werden, der Besuch vor Ort wurde als nicht erforderlich erachtet.
Ich habe es bis zu einem gewissen Punkt geschafft: Auf dem Router leuchten die Anzeigen Status, Link, Online und WLAN alle auf und sind stabil.
Auf dem Router-Panel wird die Internetverbindung als aktiv angezeigt, ebenso wie die DSL-Synchronisierung (auf den ersten Blick scheinen die Synchronisierungswerte für 100 MBit geeignet zu sein, meins sollte 250 MBit sein).
Leider erhalte ich beim Versuch, ein Gerät anzuschließen, unmittelbar nach der WLAN-Authentifizierung die folgende Nachricht, angeblich von Vodafone (ich habe bei Vodafone nichts unterschrieben, nur bei der Telekom), und nach der Nachricht alle Internetanfragen (außer Anfragen an den Router) Setup Panel) läuft immer aus (dh kein Internetzugang).
Könnten Sie mir bitte helfen, das Problem zu identifizieren?
Vielen Dank.
Gabriele
Edit: Bild gelöscht, da persönliche Daten enthalten. // Picture deleted for privacy reasons. Anna Si.
554
12
6 years ago
Your line appears to be misconnected to Vodafone. This could be because the technician setting up your line made a mistake, or because your line has not yet been set up at all, causing it to still be connected to the operator the previous user of your line (e.g. previous tennant of your appartment) had bought internet service from
It would seem that you have three options now:
- call the regular DT service line at 0800/3301000, but good luck getting to an agent who actually speaks English.
- call the English language service line at 0800/33 01080, however accessibility of that service has never been great and I am not sure if it even still exists
- or wait for an member of the telekomhilft support team to show up here.
I'll hit the "escalate" button to expedite the latter.
0
6 years ago
sorry for the disturbance, I'll be back for another call at eleven, as you wished me to.
As a first hint, @lejupp was on the right track. I checked your line and found a disconnect a short range from your telephone socket. To fix that, we'll need to send a technician to switch your inhouse line to our signal.
I was to call you to make an appointment for this visit.
Kind regards
Anna Si.
1
Answer
from
6 years ago
Hi @Anna J.
I apologize for missing your follow up call at 11:00, unfortunately I'm at work and I was stuck in a protracted meeting.
Please call me again today before13:30 or after 15:30
Unlogged in user
Answer
from
Accepted Solution
accepted by
6 years ago
As mentioned on the phone, I'd be glad to read that my colleague will have fixed your line tomorrow.
If you need any further assistance, we'll be here for you
Kind regards
Anna Si.
1
Answer
from
6 years ago
Unlogged in user
Answer
from
5 years ago
as I didn't receive any feedback so far, I checked the service request I wrote last week and found the info that you asked for a new appointment, but haven't gotten one so far.
Is your landline fixed any other way in the meantime? If not, please get back to me, I'll be here to help.
Kind regards
Anna Si.
1
Answer
from
5 years ago
Hi @Anna J. , thank you for checking back,
I was about to write a new post here in this forum.
They postponed the appointment we set up last week, and I was so far unable to set up a new date for the technician. Telekom did indeed call a couple time but there have been language barriers and I was unable to find an English speaker to book a day.
It would be great if you could help set up a new appointment, for next week, on Friday 29th. Unfortunately I personally don't have access to the basement with the Telekom panel and I rely on the Building Manager for that, and he has limited availability.
Thank you again for caring.
Unlogged in user
Answer
from
5 years ago
I will take care of a new date tomorrow, for today my shift is over and I unfortunately really need to leave.
Will get back to you tomorrow, I promise!
Kind regards,
Anna Si.
0
5 years ago
As promised and agreed, I set the new date for next friday in the early afternoon.
I'd be happy to hear or read afterwards, that it worked out well this time.
Kind regards
Anna Si.
0
5 years ago
I couldn't manage to reach you on the phone, therefore my request for a final feedback on here:
When checking the order from last friday, I saw that my colleague had showed up and fixed the wrong switching of your line, which I found up an running now.
Is everything working as planned by now?
Please get back to me, if not.
In the meantime, I'll go and refund you the monthly fee for the days since your line should originally have been activated, for the wrong switching wasn't your fault.
Kind regards,
Anna Si.
2
Answer
from
5 years ago
Hi @Anna J.
on Friday a man from Telekom came and Internet is working fine now.
I haven't had time yet to check whether the Internet speed is correct, according to the contract, but that is not urgent.
I will check the level of service later on, without hurry, and open a new conversation if needs be.
The important thing is that I'm connected: all good!
Let me know if there's a survey to fill. I didn't seem to receive anything so far.
Thank you very much.
Answer
from
5 years ago
what kind of survey do you mean?
Anyway, just take your time to check, if your internet is working as intended and we will take care of the refund.
Regards,
Johannes P.
Unlogged in user
Answer
from
Unlogged in user
Ask
from