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Problem with connection - green light - last resort
vor 5 Jahren
First please excuse my use of English. I have tried calling the english speaking customer hotline countless of times but cant get a hold of anyone. Tried the chat from the website and last I called the normal customer service line with my bad German but ended up getting hanged on every time. I write here in hopes of getting a response. Im working from home and the lack of Internet has me working at my neighbors everyday.
I have no Internet whatsoever and the computer can not longer recognize the signal. I´ve tried unplugging the power, doing a restart but to no avail. All the lights turn on except for the Service one, and after a while just the first light stays green. Everything was set up according to instruction and only using the hardware provided in the box.
This is the second time I´ve gotten this problem. The first time I could talk to the customer service and they ended up sending a new modem that solved the problem.
Please help
1665
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2 Sterne Mitgestalter
vor 5 Jahren
Hello @helen.stuke ,
There is no need to apologize
But I think we need more information to help you. Please tell us:
what internet package do you have? which router model do you use? Do you use wifi connection or LAN?
It might be helpful to do a power reset for at least 15 minutes. Maybe this will help already.
It is a normal process that all the lights are on and change to just a green one because it is a power safety service. Another router might help but let us check other things first.
Greetings,
godtriplex1
0
5 Sterne Mitgestalter
vor 5 Jahren
@helen.stuke: First please excuse my English.
It is realy uncomplied 😃
What I understand, your Internet does not work.
Some Questions:
e.g. MagentaZuhause 50
WLAN, LAN
If you have a smal expirence in German,
please use the App: DSL Hilfe of the Telekom
This App can generate an Error Report.
3
Antwort
von
vor 5 Jahren
@helen.stuke
First of all, it's no problem to write in English.
Plse note that the Smart router has a sleep mode - all LEDs are becoming dark with the exception of the "Status"-LED.
Is it possible for you to connect another PC by means of a LAN cable - only for testing the internet connection?
When did you receive the currently used Smart router?
Telekom hilft Team
vor 5 Jahren
welcome to our Community.
Do you still need assistance to solve the issue? What is the current status of this situation?
Greetings
Tabea L.
0