‎My home internet often just stops working.

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My home internet often just stops working.

5 years ago

I’ve called the numbers I can find for English help. Either disconnected or just on hold for ever(45 mins before hanging up last time).

I’ve had this internet for a couple years. All the hardware is fine. But the internet just stops working!! I work from home so this is horrible. Them I need to use cellular data and often buy extra cellular data bc the home internet is so bad.

is there a way to have someone check my line?

thank you!

203

5 years ago
@katie26
Check here the Line:
Hier Kannst Deine Leitung mal Vorprüfen und auch eine Meldung absetzen
https://www.telekom.de/hilfe/hilfe-bei-stoerungen

and

Bitte Daten im Profil hinterlegen! Damit Dich ein Teamie Kontaktieren kann und Dir weiter hilft! a bisserl Geduld da die gut beschäftigt sind https://telekomhilft.telekom.de/t5/user/myprofilepage/tab/personal-profile:telekom-custom-user-profile-userdata
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5 years ago
@Chill erst mal Thank you for your reply. The first link you sent gave me an option to report but apparently not working at this time due to maintenance.

I filled out my profile info. Hopefully someone gets in touch.

11days left on my mobile plan and almost out of cellular data. Pretty dumb since I pay for internet but monthly buying more cell data.
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Answer
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5 years ago
@katie26

"The hardware" = w h i c h hardware? Firmwareversion of your router?

Especially the router type W925V is well-known for a lot of hardware and firmware problems.

Furthermore, all informations concerning

- logfiles of the non-mentionned router
- type of connection between router and PC/tablet or...

are missing.

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Answer
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5 years ago
So did something change today about 2 hours ago?? Internet was working all day and then all of a sudden, router detected but no internet?

Router is not hardwired to my computer. I connect to it via WiFi. the router is directly connected to the cable where the telekom installers put it in.

router is a fritz!box...says 7430. I have no idea how to get the router log files. I know it’s not a hardware issue bc Last time this happened, I took it to mediamarkt where I purchased it. They determined nothing is wrong With the unit but it’s the actual internet. So I plugged it back in and a couple hours later it was working again. They were right, it was internet.
Answer
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5 years ago
@katie26look at PM under your Avatar
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5 years ago
These attached images are from the fritz!box.

I checked the cable, which runs behind a couch and bookcase so nothing can touch it. Everything is fine. Unplugged and plugged back in both ends. Did nothing.

Thanks for trying to help!
76A11580-DA46-4F26-B985-C5F1AACA30DA.jpeg
83E280FF-0CAA-4BF1-B864-D406F0D4F1FF.jpeg
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Answer
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5 years ago
Hello @katie26,

and thank you for the pleasant call. I started a support ticket for your issues with the internet connection. You should have received additional data volume for your mobile phone by now. I will call you tomorrow again to discuss the next steps.

Kind regards
Sören G.
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5 years ago
Thank you for your speedy response and call!
unfortunately the extra data has not hit my account yet (per the Telekom Connect App). Sooooo we’ll see how the zoom goes!
Chat tomorrow and hopefully the WiFi will be working again
Answer
from
5 years ago
@katie26 you should have received a text message with redeemable vouchers. Sören G.
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Answer
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5 years ago
@katie26 I have scheduled an technician appointment.

Please find the date and time in the pn I sent you. The technician will be checking all connections that lead to your house and this will be free off charge.

Kind regards Sören G.
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5 years ago
Hallo @@katie26,

wie ist der aktuelle Stand der Dinge?
Klappt alles.
Ich frure mich auf ein Feedback.

Viele Grüße
Fadi R.

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