No internet access

[Katja9]

Hello,

I have DSL contract and have been without internet since I moved (more than 2 months). Both power and wlan light on the router are one but when I connect any device it says connected, no internet access. I have called the hotline numerous times, they sent me new Modem-Installationscode, new Internet-Zugang but nothing has fixed the problem. The last one sent me a link with instructions to reset my router after I told her that I already did everything (very helpful). I have been paying for the internet that I do not have. No matter how many times I call, no one is offering a real solution. I was hoping that posting my problem here may bring me a bit more luck.

[Gelöschter User]

Please, give us more Information about the contract and also the router. Lease or your own device? 

[Katja9]

I have Red Internet 16 DSL contract. I am renting an Easy Box 804 router but it has stopped working 5 months ago. Since I didn't have time to replace it, I have been using my FritzBox 7360 since then. In my old apartment it has worked perfectly, but since I moved there was no connection at all. Let me know if any additional info would be helpful.

[HeikeF]

Hello Katja9,

that's very annoying. 😞

You had told us your move in time, right?

Send best a PN  with your customer number, the password and the link to your contribution here.

Best regards

Heike

[Katja9]

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Hi Heike,
I have sent you a pn yesterday, hope that you got it

[Andre]

Hey Katja9,

your pn did arrive. My colleagues will answer it as soon as possible.
Please be patient.

Cheers,
Andre