New glassfiber connection - still not working after activation

vor 6 Monaten

Hi,

 

I have followed all instructions to setup my glassfiber speedport smart connection yet even though there is a green WiFi indicator I do not appear to have WiFi. I don't know what I need to wait for to activate this further but it should be done by now and I've been resetting and restarting the mldem

269

21

  • vor 6 Monaten

    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?

    0

  • vor 6 Monaten

    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

    0

  • vor 6 Monaten

    What devices do you have? A Speedport Smart with a separate Glasfasermodem 2 or a Speedport Smart Plus with integrated fibre modem?

    0

  • vor 6 Monaten

     Speedport with integrated fibre

    17260433019156928945713136405402.jpg

    0

  • vor 6 Monaten

    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.

    1

    Antwort

    von

    vor 6 Monaten

    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

    Uneingeloggter Nutzer

    Antwort

    von

  • vor 6 Monaten

    power cycle = just switch the smartport off and on again

    0

  • vor 6 Monaten

    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?

    0

  • vor 6 Monaten

    17260446543344135691757822718957.jpg

     i will try this

    3

    Antwort

    von

    vor 6 Monaten

    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 

    Antwort

    von

    vor 6 Monaten

    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.

    Antwort

    von

    vor 6 Monaten

    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

    Uneingeloggter Nutzer

    Antwort

    von

  • vor 6 Monaten

    Ok I hope you have my phone number and relevant details so you can call me tomorrow (now is also ok)

    6

    Antwort

    von

    vor 6 Monaten

    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!

    Antwort

    von

    vor 6 Monaten

    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. Fröhlich

     

    Now I'll wait for your message about the new fiber cable.

    Just let me know if you need further assistance.

     

    Best regards

    Louisa

    Antwort

    von

    vor 6 Monaten

    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

    Uneingeloggter Nutzer

    Antwort

    von

  • vor 5 Monaten

    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

    1

    Antwort

    von

    vor 5 Monaten

    @AADVANI

     

    You can create a return label via telekom.de/retoure 👍🏽

     

    Best regards

    Timur

    Uneingeloggter Nutzer

    Antwort

    von

Uneingeloggter Nutzer

Frage

von

Das könnte Ihnen auch weiterhelfen

Beliebte Tags letzte 7 Tage

Keine Tags gefunden!

Cookies and similar technologies

We use cookies and similar technologies (including ) on our website to save, read out and process information on your device. In doing so, we enhance your experience, analyze site traffic, and show you content and ads that interest you. User profiles are created across websites and devices for this purpose. Our partners use these technologies as well.


By selecting “Only Required”, you only accept cookies that make our website function properly. “Accept All” means that you allow access to information on your device and the use of all cookies for analytics and marketing purposes by Telekom Deutschland GmbH and our partners. Your data might then be transferred to countries outside the European Union where we cannot ensure the same level of data protection as in the EU (see Art. 49 (1) a GDPR). Under “Settings”, you can specify everything in detail and change your consent at any time.


Find more information in the Privacy Policy and Partner List.


Use of Utiq technology powered by your telecom operator


We, Telekom Deutschland GmbH, use the Utiq technology for digital marketing or analytics (as described on this consent notice) based on your browsing activity across our websites, listed here (only if you are using a supported internet connection provided by a participating telecom operator and consent on each website).

The Utiq technology is privacy centric to give you choice and control.

It uses an identifier created by your telecom operator based on your IP address and a telecom reference such as your telecom account (e.g., mobile number).

The identifier is assigned to the internet connection, so anyone connecting their device and consenting to the Utiq technology will receive the same identifier. Typically:

  • on a broadband connection (e.g., Wi-Fi), the marketing or analytics will be performed based on the browsing activities of consenting household members'.
  • on mobile data, the marketing will be more personalised, as it will be based on the browsing of the individual mobile user only.

By consenting, you confirm that you have permission from the telecom account holder to enable the Utiq technology on this internet connection.

You can withdraw this consent anytime via "Manage Utiq" at the bottom of this site or in Utiq's privacy portal ("consenthub"). For more, see Utiq's privacy statement.