Activation failed : Easybox 804 (no internet)

[SoyeonK]

Hi, 

I‘ve waited for my internet activation date for a month now and finally a technician came to activate my internet (DSL thing) this morning. It took him like 5 minutes, and he said everything‘s fine now.

So after that, I followed all the instructions to set up the modem, and connected it to my laptop with LAN line in order to finally activate my internet. However, still after couple of hours, nothing shows up on my laptop, I cannot connect to anything. It only says there is no internet detected. 

I tried to re-start the modem couple of times, even reset it, but really have no clue what‘s wrong. This easybox 804 has all the lights on which are green and solid (not even blinking) 

Would this be a issue on the modem? Or what? Please let me know what shall I do since I‘m already so done with this internet thing 😕 

Any of your help will be very much appreciated.

Thanks,

Soyeon

[DanyG]

Hi SoyeonK,

after the technician visited you, you plugged in the LAN cable and configured your access with your modem installation code? The code was sent to you in the welcome letter. To insert it, you need to go either on fritz.box or on easy.box in the address line of your internet browser to get in the dashboard. Your login data are below your router.

When you logged in, you can configure your access.

If you use a landline telephone, you can also insert the MIC via the keypad of your telephone. It has to be connected to the router.

BR,

Dany

[SoyeonK]

Hi Dany,

Yes, after the technician visit, I powered on the modem, plugged in all the necessary cables to it, including DSL cable, and LAN cable to my laptop.

But the thing is I couldn’t even reach the stage where I can configure my access and type in the activation code.

Even after I connected the modem with my laptop with LAN cable, nothing happened, and I couldn’t be redirected to both this give ip address  192.168.2.1 and easy.box on my laptop. I checked the status of Ethernet, and it only kept saying “identifying..”, “no internet connection”. So basically I couldn’t and still cannot reach the page at all where I can type in the activation code and do set-ups for my internet.

 And as I’ve mentioned, the modem appears to be fine with all the green lights on. We tried with my friend’s laptop just in case and it didn’t work out either.

What should I do now when I even cannot go on to the step of configuring my access at all then? 

[DanyG]

Hi SoyeonK,

have you already tried it with a telephone? Another possibility for you is to contact our installation hotline via 0800 172 1201.

BR,

Dany

[SoyeonK]

Okay, so today an IT colleague of mine came to my place to help me out with this. We tried everything for an hour trying changing some of the settings of a laptop just in case, resetting the modem and so on. But this just didn’t work at all, so we made a call to installation hotline and explained the whole situation. And the guy was asking us several things for checking up, and we all figured it’s the modem. Something’s wrong with modem - which I just got delivered fresh from Vodafone a week ago - so they needed to send me a new modem. This will be (*HOPEFULLY*) delivered some time next week according to what they said (by the way, we had to wait on the phone for more than 30 freaking minutes and hung up, after this guy told us “I need to check the possibility of schedule for the next week, so give me a sec.”)

And this whole situation is such a nightmare and dreadfully time-consuming as well as energy-consuming!!

I had to wait for like 5weeks for a new contract to be activated just because you don’t support the same internet service at the building I moved to, (I was using Vodafone before as well) and now will have to wait for another few days even after my internet’s activated just because you sent out somehow broken, wrong device? 

I mean this really is ridiculous and non-sense. Shouldn’t I get reimbursed with the amount of internet fee for the days that I will not be able to access/use the internet which was not my fault at all? Counting from yesterday (Jan 9th), at least 5 or 6 days from now on, until the new modem would be arrived, I will still have no internet completely. And also I just cannot even think about how much extra money I’ve been paying on topping up data on my mobile due to this. 

This is completely a joke

[DanyG]

Hi SoyeonK,

that the router is broken is annoying, I understand this. Did the co-worker on the phone already ordered the exchange of the device?

Of course, we'll credit you the days you couldn't use your access. Just come back to us, when the new router is running fine.

BR,

Dany

[SoyeonK]

Hi Dany,

Thanks. I will keep you upated with the status of new router.

But can you check another one thing in the meantime? So after the calls with your colleauges from installation hotline, I got two emails regarding the delivery - so I was wondering if this first guy who kept up on the phone for half an hour also somehow ordered a new device. 

Each of the Auftrag nummer is ARCxxx  and ARCxxx

Can you check if it‘s double ordered, and if so would you be also able to cancel one? 

Thank you.

Soyeon

Edit @SoyeonK Please don't post any personal data in public. BR, DanyG

[DanyG]

Hi SoyeonK,

there are indeed two orders of a nrew device. But only one can be processed. So the second one is getting closed automatically.

BR,

Dany

[SoyeonK]

Hi Dany, happy Tuesday.

I thought one of the orders would be cancelled as you said, but apparantely I got another two emails saying both of these devices were sent out 🙂

Order number : XXX

Shall I receive both of them? Then how am I supposed to know which one should work with my contract?

Please kindly check and let me know.

Thank you.

Soyeon

Edit: @SoyeonK Cut personal data.

[DanyG]

Hi Soyeon,

this situation shouldn't happen at all. But it's no problem. Just do the exchange with one of the routers sent to you. The second one can be directly returned by the logistic partner.

BR,

Dany