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1 year ago
Is the issue really about Wifi only (i.e. a computer connected with the Speedport via LAN cable would work) or are you wondering whether you are online at all? If the latter, what steps did you go through to activate the connection? Please be more specific. Did you get the activation mail?
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1 year ago
I followed all the activation steps. The steps as per my email that directed me to put in a single fiber cable to my modem from the glassfiber box in my wall. The WiFi appears to exist and I am able to add a password to have it connect to my laptop too but it is "connected without internet". What can I do to troubleshoot? The WiFi logo on my modem has a tick but the globe logo for Internet is a cross
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1 year ago
What devices do you have? A Speedport Smart with a separate Glasfasermodem 2 or a Speedport Smart Plus with integrated fibre modem?
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1 year ago
Speedport with integrated fibre
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1 year ago
At some point in the activation procedure, did you enter your Glasfaser ID 0V3.... and the Modem ID of your Speedport? If so, everything should work by now. Did you power cycle the Smartport after activation? If not, pls give it a try.
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1 year ago
There was a step where it asked me to confirm my glassfiber ID and I confirmed it was correct. It was already in the system. I don't know about the power cycle point? What does that involve?
Thanks
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1 year ago
power cycle = just switch the smartport off and on again
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1 year ago
If the issue persists I'd call the Telekom Glasfaser Hotline, have your Glasfaser ID / Modem ID / customer ID at hand and ask for activation.
Also: the fibre on the picture, on the side that is plugged in to the wall, looks a bit as if it has been bend to much. Sure that the fibre isn't broken?
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1 year ago
i will try this
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1 year ago
Hello @AADVANI,
thank you for your enquiry. The fault hotline can certainly help. 🙂
Please write here if you need any further help.
Best regards, Melanie
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11 months ago
Hi Melanie,
Maybe I do need further help- I managed to speak to a technician who suggested a new cable was to be sent out to me to try. They couldn't suggest any other issue and the cable has not yet arrived. Is it still on its way? I am currently without WiFi and it will be over a week now.
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11 months ago
Hey there @AADVANI,
in the picture you sent on 11th September, it looks like the fiber cable is broken.
In order to check if a new cable is on its way, we'll need to have a short call.
Since it's very late today, I'd like to call you tomorrow.
Kind regards
Louisa
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11 months ago
Ok I hope you have my phone number and relevant details so you can call me tomorrow (now is also ok)
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11 months ago
Apologies I was in a meeting. Monday works. Yes unfortunately it appears I also being charged for the other router. Hopefully we may sort this out and the process of cancelling and returning it.
For the cable it has arrived but I haven‘t yet tested it. I will do so asap.
Hope to speak Monday.
Thank you!
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11 months ago
Hey @AADVANI,
I took care of the cancellation of your Speedport Pro Plus, and of its refund for September and October as well, since you've been charged for that already.
But since you can't use it anymore, that's the best solution.
Now I'll wait for your message about the new fiber cable.
Just let me know if you need further assistance.
Best regards
Louisa
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11 months ago
Hi Louisa, thank you for the amazing support honestly. The new cable worked fine. Also appreciate you organising the cancellation of my old router.
Best, Ainesh
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10 months ago
Quick follow up question - no update regarding how I can send back my old router that should now be cancelled. Have I missed something?
Thank you
Ainesh
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10 months ago
@AADVANI
You can create a return label via telekom.de/retoure 👍🏽
Best regards
Timur
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