Frage
Antwort
Lösung
am 02.06.2022 15:46
I need a new internet router. I called the customer support, but they don't speak English.
Gelöst! Gehe zu Lösung.
am 08.06.2022 14:53
No problem. I have now sent you a new router. Please send the old router back to us as soon as possible.
Maria
am 03.06.2022 08:33
Hi bearbear71,
I am sorry that your router is not working properly.
Please be so kind and answer the following questions. This will make it easier for us to isolate your problem.
Kind regards
R4mona
am 03.06.2022 15:56
Hello R4mona, here are my answers, I also log the event for the router if will provide any help, thank you.
am 05.06.2022 11:25
Hello bearbear71,
I would like to take a look at your connection and start an error analysis.
Can you please send me a PN with the following information:
Customer number
Name of the contract holder
Date of birth
Street + house number
postcode + city
State
Current mobile phone number
Many greetings,
Maria
05.06.2022 11:51 - bearbeitet 05.06.2022 12:10
am 05.06.2022 17:15
Hello bearbear71,
Thank you for your message. I have looked at your connection and some values are out of tolerance. That's why I have now created a technician ticket. This will now be forwarded to our technical service partner. They will first try to solve the problem remotely within the next 48 hours. If this is successful, you will receive a notification by SMS. If this was not possible remotely, a technician will contact you.
Best regards,
Maria
am 08.06.2022 12:13
Hello MariaK,
The technician came by but found no issue with the connection to our building, he reset our router (which I have already tried) and while testing it the issue persists (see attached event log). I believe this is an issue with the router itself as the technician confirmed there was no direct issue with the buildings connection.
am 08.06.2022 13:38
Hello Carrasco,
I've looked at the ticket. According to the technician, everything should actually work. If it doesn't, unfortunately we only have 2 options:
- Replace the router
- create a new ticket
Unfortunately we cannot do anything else.
Many greetings,
Maria
am 08.06.2022 13:45
I understand, I believe a router replacement would be best as the technician was very thorough here.
am 08.06.2022 14:53
No problem. I have now sent you a new router. Please send the old router back to us as soon as possible.
Maria