Beantwoord

The technician just install t-mobile huis, but I have no connection Whatsoever

  • 19 June 2019
  • 8 reacties
  • 411 Bekeken
P
The technician from Guidion came here today to install everything tv/internet/phone, I have been waiting for this forever, it took like 20 days to have this installed, but now, the equipment is installed and I have ZERO connection, no Internet nor TV nor phone, and I really don't know what to do or who I have to contact. I'm really afraid to have to wait for another 20 or 30 days for someone come here and solve this issue. This is so frustrating. My modem is the Zyxel one and orange led is blinking where there is a world symbol. Just restarted everything zillion of times, no success. I was expecting that the technician was supposed to solve this when he was here installing the equipment, but no.
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Beste antwoord door Brian 16 July 2019, 15:08

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8 reacties

Piotr
Reputatie 7
Hey @Papacidero,

I see that your signal is up and running again! I'm really sorry for the inconvenience in your customer journey. Please let me know if you need any further assistance from my end - more than happy to assist you!
Vanaf 14-08-2020 ben ik niet meer werkzaam als moderator voor de magenta Community. Mijn oud collega moderators helpen je graag verder!
P
I have internet signal but the speed is awful, too slow. The thing is. I have to use and old media converter (white one) that have being left by the old tenant of the house that I’m living now. Every time that I try to use the black media converter it doesn't work whatsoever.
Brian
Rank
Reputatie 7
Hi @Papacidero let's see if we can solve that! Could you try connecting the black media convertor with the following steps?

  1. Power up and connect the media convertor first.
  2. Power up the modem but do not connect it yet.
  3. When you see 3 lights burning on the media convertor then connect the modem to it.
  4. All the lights on the media convertor should then come on. If this is not the case then power down the media convertor and modem and repeat the above steps again.
If your connection is still not stable after this then could you tell me the position of the switches on the media convertor? Then we'll see to getting this sorted out!
Ik ben per 4-11-2021 niet meer werkzaam als Moderator op de Community. Ik zal eventuele privéberichten daarom niet meer kunnen beantwoorden maar mijn collega's helpen je graag! :)
M
I have the same problem, Engineer came and installed modem & media converter, but no internet (red led).

The ticket has been opened with back office and till now, no action.

When i logged in to my t-mobile home account, it says my service is active since last week, which it is not the case.

Now, i will be charged for this whole week and i still do not have internet.

Is there anyway to speed things up?
P
Hi @Papacidero let's see if we can solve that! Could you try connecting the black media convertor with the following steps?

  1. Power up and connect the media convertor first.
  2. Power up the modem but do not connect it yet.
  3. When you see 3 lights burning on the media convertor then connect the modem to it.
  4. All the lights on the media convertor should then come on. If this is not the case then power down the media convertor and modem and repeat the above steps again.
If your connection is still not stable after this then could you tell me the position of the switches on the media convertor? Then we'll see to getting this sorted out!

Not working yet and the internet is worse than ever. I’m totally regretted of signing your services, I’ve tried the media converter on 3 and 4 switched on and also 1 and 6. Nothing happened. So frustrating.
P
I have the same problem, Engineer came and installed modem & media converter, but no internet (red led).

The ticket has been opened with back office and till now, no action.

When i logged in to my t-mobile home account, it says my service is active since last week, which it is not the case.

Now, i will be charged for this whole week and i still do not have internet.

Is there anyway to speed things up?

I’m suffering this for almost 2 months. At least I have some kind of connection, awful one, but somehow I’m connected. I don’t understand why is so hard to get someone promptly in order to solve this kind of issues.
Brian
Rank
Reputatie 7
@m.shehata Your case is slightly different because there doesn't seem to be a signal coming to the residence. But don't worry, we have contacted the grid operator to resolve this and I expect it to be resolved this week!

@Papacidero I'm sending a mechanic over to check and fix your connection. You will receive an e-mail/text to make an appointment right away!
Ik ben per 4-11-2021 niet meer werkzaam als Moderator op de Community. Ik zal eventuele privéberichten daarom niet meer kunnen beantwoorden maar mijn collega's helpen je graag! :)
P
@m.shehata Your case is slightly different because there doesn't seem to be a signal coming to the residence. But don't worry, we have contacted the grid operator to resolve this and I expect it to be resolved this week!

@Papacidero I'm sending a mechanic over to check and fix your connection. You will receive an e-mail/text to make an appointment right away!

I'm still without connection the technician went to my house, changed some devices and told me that in my house everything is ok. The problem is with some hub where the houses are connected, he told me that the next day, the specialist would call me in the morning to visit my home at that day. This was last monday, they called me, but 3 days later, telling me that they would visit my home Yesterday (Thursday) which not happened! So no connection till now, frustrated, all of this looks like a joke to me. I've already paid for a service that I don't have. I'm considering to cancel all of your services since a solution doesn't seems to be near.

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