Hello,
I have the MagentaZuhause XXL plan with Glasfaser 600 and a Speedport Smart 4 Plus.
Ever since 07:00 AM from 29/09 I have got no connection.
I already tried turning my router on/off, running the checks in the Telekom Störung page, as well as resetting and re-adding my account into the router. None of this worked.
The router has an orange light in the middle and shows an X on top of the image of the globe in its screen.
I tried calling the Störung phone number, but I don't speak german and wasn't able to connect with a person.
The online chat always says no one is available to help as well.
Could someone help me?
Thank you!
vor 3 Monaten
Did you recive a message to aktivate your routerconnection with Glasfaser ID and Modem id?
(SMS)
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vor 3 Monaten
Thanks for the nice call @Folle,
as I mentioned I forwarded the issue to a team specialized in fiber technology. The colleagues there will have a closer look at this matter and call you back as soon as possible.
Kind regards
Louisa
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von
vor 3 Monaten
Thank you for the help @Louisa G.
I got another call from the same number after the one we had, picked it up, but it was hanged up before they said anything. Not sure if there was a problem, but I'm still available for the rest of the day.
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vor 3 Monaten
Not really, I only have the glass fiber cable in the green socket. It used to work normally as well.
@der_Lutz Not really, I only have the glass fiber cable in the green socket. It used to work normally as well.
@Belana M. Hey Belana, sorry I was away at that time. I'm free now and at home for the rest of the day!
Strange, the message in the menu indicates that the router expects DSL.
This happens when a cable is plugged into the gray port.
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vor 3 Monaten
Hey @Louisa G.
I got a call yesterday, but it was from the DSL team, not the glass fiber one.
She said she would ask the glass fiber team to call me. I then received 3 calls, but they always hang up after I pick up the phone.
After that, I finally managed to speak to someone from the glass fiber team, but she didn't speak english. She said she would ask a colleague to call me.
I have since then received 2 calls that were hang up as well. Any reason why this is happening?
I work from home and this outage is really impacting me right now.
Thank you!
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vor 3 Monaten
Hey there @Folle,
I totally understand that this is troublesome. I asked for an English-speaking colleague again to call you back. In special departments I just do not know the people like I do in my own team. 😕
Kind regards
Louisa
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vor 3 Monaten
Hey there @Folle,
Thank you very much for the pleasant conversation today. I will follow up with you next week to check if everything worked out as planned.
Kind regards
Philipp
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vor 3 Monaten
Hey @Philipp Ro.
Thank you! Hopefully everything will be sorted by then.
I would also like to thank everyone on this thread for reaching out and helping me get this going. I really appreciate all the kindness.
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Akzeptierte Lösung
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vor 3 Monaten
The technician came and fixed the problem!
The fiber optic cable that feeds my apartment unit was loose and ended up falling inside the building distribution box.
He also modified the fiber optic box inside my apartment as it apparently was installed incorrectly (it had a cable coming out of it instead of an output).
I was also properly compensated for the downtime.
Thank you to everyone that chimed in and helped!
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vor 3 Monaten
@Folle Thank you very much for your feedback.
Kind Regards Wiebke
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