Easybox804 DSL internet connection problem

[Jo24]

Hi,

I'm a user of Red internet & Phone 50 DSL. My Kundennummer ***.

My internet has not been working since 13th of July at my flat. The router it self blinks red slowly and there is green light on stable on WLAN, but there is no lights for telefon and Internet. I tried everything turning the router on and off, reconnecting dsl kable, and reseting the router, but it never worked. When I tried to activate the router on easy.box websit, it said connet the dsl kable even if it is already on the router, and wasn't processed to the next step. 

I already called the service 0800 1721212 and 0800 5054484 and they got me a trouble ticket with the number *** on last Friday. But it still doesn't work. 

Could you check how it is going and how you could help me maybe like by sending a technician to check on my router. 

Also could you get me a credit for the period that the internet loss?

If this doesn't get solved soon, I want to cancel my contract even if my contract is not over.

Thanks,

Jo

EDIT: customer and ticket number deleted

[Andre]

Hey jo24,

thanks for providing me your customerinfos.

From the measurments in the technical ticket, the router is most likely defect.
The swap for a new router was already ordered.

You will recieve the new device as soon as possible (in exchange for the old router).
Sadly, i can't speed this process up.

Please be patient.
Once everything is working again (or if the landline is still not working after the swap), feel free to send me a message.

I will make an adjustment over the monthly fees in the time without service.

Cheers,

Andre

[Jo24]

Hi Andre,

I just got a new router today, and I have the same problem.  The router blinks slowly in red and stable green light on WLAN, but no light on DSL. When I tried to activate it on easy.box, it says connec the DSL cable which is already on. So, apparently it is not a defect router, but somewhat technical problem.  

Now it's been almost two weeks, since I had no connection to internet and I can't just wait here any longer till it works. Could you help me here, maybe arrange a technician visit to hava a look and also send me a Gigacube unitil this problem gets solved out, please?

Thank you for your help,

SoYoung. 

[Andre]

Hey Jo24,

I'm sorry to hear that.
Your pm arrived , i'll have a look into this as soon as possible & contact you.

Cheers,

Andre