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Failure of establishing an internet connection after reboot of a rooter
TomHyphens
Smart-Analyzer

Dear support staffs,

 

Firstly, please forgive me for posting in English due to my poor German.

 

My cable internet often fails to establish the internet connection, after rebooting of the rooter.

Could you please give me some solution?

 

I happened to the trouble at leaset twice.

 

1st-time trouble

This trouble first occured on 20th of October, where:
the router had not been able to establish the connection for 2 days; and
then, suddenly the connection recovered for some reason.

 

2nd-time trouble

Today, 23rd of Octorber, after I turned off-on the router to arrange my room, the connection failure occured again, which connection failure has not solved yet.

 

What I did when involved in the troubles are:

- Changing a satellite cable (in 1st-time trouble) and

- Doing factory reset on the router (both in 1st-time and 2nd-time troubles).


The Error messages of the Event-log of the Fritz! BOX in 1st-time trouble are as follows:

- Internet connection IPv6 could not be established: No response from DHCPv6 server (SOL)
- Internet connection IPv6 could not be established: No response from DHCPv6 server
- Internet connection failed: Error reason: 2 (DHCPv4 no answer on DISCOVER)
- Internet connection failed: Error reason: 3 (DHCPv4 no answer on REQUEST)

 

After sudden recovery from the 1st-time trouble, I found the following message recorded on the Event-log:

The service provider has successfully established. IP address: XXXX: XXXX :: XX: XXXX: XXXX: XXXX: XXXX

 

Additional information : 

In which state do you live? Please also send the zip code
Bayrn, Freising 85354


Which contract do you have? (e.g. internet + telephone 100)
Red Internet & Phone 1000 Cable


Which modem / router do you use? (e.g. Hitron)
Fritz!box 6591 Cable YP


Do you use a loaner device from us or do you have your own device ?
I use a loaner device


How is your terminal with the modem connected ? ( LAN; WLAN; additional router; PowerLAN )
LAN, WLAN


Which browser do you usually use? (e.g. Firefox)
Chrome


Which operating system do you have on your computer? (e.g. Windows)
Windows, iOS, Android


Start and period of the disturbance  (e.g. since the beginning of April; only in the evening)
since 20th of Octorber


What measures were carried out by the fault hotline (available at 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?
After processing Netz-Assistent, you called me via phone call. But I could not communicate with your staff due to my poor German skill.


Thank you for your help.

 

Best regards,
TomHyphens

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12 Antworten 12
Thomas
Moderator

Hi TomHyphens,

 

we will take a closer look at your connection. Please send me your customer number, name and address in a private message.

 

Then reply again here in the post.

 

Regards

Thomas



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TomHyphens
Smart-Analyzer

Dear Thomas,

 

Thank you for your reply.

I sent you the required information via private message.

Please refer to it.

 

Best regards,

TomHyphens

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Thomas
Moderator

Hi TomHyphens,

 

the data was unfortunately not complete. Please send the missing data and report back here.

 

Regards

Thomas



Netz-Assistent How To Hilfe !

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Unaufgeforderte PNs werden nicht beantwortet - Bitte erstellt einen Thread. Die Community hilft!
#bleibtgesund

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TomHyphens
Smart-Analyzer

Dear Thomas,

 

I sent the missing data via private message.

Please confirm it.

 

Best regards,

TomHyphens

 

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Claudia
Moderatorin

Hello TomHyphens,

 

thank you. Some signals on your modem are out of range. Please replace the coaxial cable as a first step. If that doesn't help we can send a technician who can replace the modem if necessary. He will need access to the house installation, can you grant him that? Are there symptoms in your household that might be linked to Covid-19? Can the technician reach you under the mobile number that ends on 128?

 

Kind regards,

Claudia

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TomHyphens
Smart-Analyzer

Dear Claudia, 

 

Thank you for your message.

> Please replace the coaxial cable as a first step.

I already replaced the older coaxial cable with new one at the early stage of the series of connection troubles.

 

> If that doesn't help we can send a technician who can replace the modem if necessary. He will need access to the house installation, can you grant him that?

Yes, I can grant him. 

 

> Are there symptoms in your household that might be linked to Covid-19?

No, my partner and I have no symptoms that might be linked to Covid-19.

We were subject to the second vaccination in the end of August.

 

> Can the technician reach you under the mobile number that ends on 128?

Generally, the technician can reach us under the number that ends on 128.

However, I would like to tell you another number also

because the person having the number that ends on 128 is 10th-month-pregnant and about to give the birth.

Could you give me the link to a private message in order for me to tell you the other phone number?

 

Best regards,

TomHyphens

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Claudia
Moderatorin

Hello TomHyphens,

 

please send the alternative number via PM and reply here again so we can send the technician.

 

Kind regards

Claudia

Alles Easy How To Hilfe !
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TomHyphens
Smart-Analyzer

Dear Claudia, 

 

I have just sent you another phone number via Private message.

 

Best regards,

TomHyphens

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TomHyphens
Smart-Analyzer

Dear Claudia,

 

I would like ask you to first send a new router, if it takes more or less time for your technician to reach us.
With a new router, we can see whether the connection problem be caused by the current router alone or by other factors.


In the night of yesterday (Nov. 12) I mistakenly turned off the router and soon turned on again.
The router, unfortunately, still (Nov. 13, 09:30 AM) does not work properly yet ...

Recentely the router has been in very bad condition, which adversely affect our jobs.

 

Thank you for your support.

 

Best regards,
Tomhyphens

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