‎WLAN internet disruption everyday | Telekom hilft Community

WLAN internet disruption everyday

10 months ago

I recently became a telekom customer with the MegentaZuhause L internet and even got Speedport Smart 3 MagentaZuhause L

router from telekom. For the first 2 weeks, I had a stable connection, after that, I started to get connection disruptions one every 2 or 3 days. It takes 5 to 10 minutes for the internet to be back. This only got worse with time. Since the 1st July, the disruptions have been happening 6 to 8 times a day.

I called the helpline several times but since my German is not good, the representatives are not willing to help me. Apparently, there are no English speakers in Telekom customer service. So I got a friend who speaks German to help me out. Even then the most that was done was restarting the router remotely, twice. This didn't help at all. Still getting disruptions.

Could someone please help me? I work from how important such a stable connection is. please help I saw a same post regarding this issue, it was solved by changing the router. Can someone provide me the information how can I do that?

WhatsApp Video 2024-07-03 at 10.46.46 AM.mp4

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10 months ago
Hi @Kunal Dogra

The video shows that your router is indeed losing the DSL connection, so this should be looked at by Telekom support.

I will highlight your posting to the support team, who should soon get back to you. I can see you have alredy filled your community profile (which is good!) but not what was entered. If you haven't done so alreday, it would be great if you could leave a daily timeframe during which you are available for a call from support.

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10 months ago
Hi @lejupp

Where Can I fill the "daily timeframe during which you are available for a call from support" this
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10 months ago
In you profile, there is a free text field labeled "Weitere Informationen". You can put it there or just write is as a response in this thread.
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10 months ago
Hey @Kunal Dogra , welcome to our Community. Unfortunately I couldn't catch you by phone the second time, but I'll try it again at 08:00 pm.

Kind regards Sven
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10 months ago
Hello @Sven Ö.

Could you try again now?
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10 months ago
Thanks again for the call, @Kunal Dogra . As discussed I booked the appointment on friday from 03:00 pm to 07:00 pm. I'll come back to you on friday to ask, if everything works fine.

Kind regards Sven
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10 months ago
Hi @Sven Ö.
Thank You for the appointment, surely will connect on friday
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10 months ago
Hi @Sven Ö.

The Technician came and have checked the line and ports, As per his conclusion everything looks fine but the issue is with the router and he has asked to get it exchange.

Please let me know how can we proceed.

Thank You!
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10 months ago
Good evening @Kunal Dogra and thank you for the nice call. As discussed I exchanged the device and will come back to you on Monday.

Have a great weekend!

Kind regards Sven
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10 months ago
Good evening @Kunal Dogra , unfortunately I couldn't catch you by phone. I've seen, that the exchange device is on it's way. Tomorrow I got my day off, so I'll call you on wednesday again.

Kind regards Sven
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10 months ago
Hi @Sven Ö.

Thank you for the update, Please let me know when the parcel is arriving.
Also Could you please call between 8:30 am to 5:00 pm any day.

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10 months ago
Good evening Kunal, did you already receive the exchange device? Kind regards ^Sven
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10 months ago
Hi @Sven Ö.
Yes I have received the exchange device
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10 months ago
Hi @Sven Ö.

I have send the old device, Please find the attached slip.
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10 months ago
Thank you for your feedback @Kunal Dogra.

I wrote this down and will let Sven know.
He'll be back in the new week.

Kind regards
Caro
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10 months ago
Good evening @Kunal Dogra and thank you for the nice call. I'm really happy to hear, that everything works fine now. As discussed, I'll send you an e-mail with the amount for the refund, during the malfunction. If you need any further support, just let me know and I'll call you again.

Kind regards Sven
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