Beantwoord

No signal after installation

  • 31 maart 2020
  • 15 reacties
  • 373 Bekeken

Hi, My installation date was in 24-03-2020, I installed the modem on that day according to video and step-by-step introduction T-mobile provided. But I still don't have an internet connection. The globe light is off and power, 2,4 and 5ghz lights are working. I've tried resetting the modem and restarting it but it's still the same. I have added photos regarding my installation.
DSL 5348CD

 

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Beste antwoord door Jason 14 april 2020, 13:22

Hi @emre.turkerler, sorry for the delayed response! We’re quite busy currently and can’t always answer on time.
Normally, a technician's request is processed within 3 to 6 working days, but due to the crisis, our technicians and Guidion are overbooked, so to speak. There are many absentee-situations and obstacles due to the newly introduced safety protocols. However, I see that a specialist picked up your ticket last night, which normally means that you will receive an email / SMS this week to schedule an appointment. Again, my sincerest apologies for the delay.

Regarding the monthly payments: no worries! You won’t start paying until we fix the connection. In the meantime: stay safe and strong! 💪

Bekijk origineel

15 reacties

Reputatie 7
Badge +8

Hi @emre.turkerler I made a new separate topic for your message since it doesn’t seem to have anything to do with the outage from last week. :slight_smile: You seem to be connected properly, have you also tried the other (blue) connection? It’s usually one or the other that has a signal. If both don’t work then let me know, in that case I will send out an order for a mechanic to assist with the installation!

Yes, I've tried both connection and they didn't work.

@Brian Could you please arrange a mechanic to solve this problem.

Reputatie 7
Badge +8

Hi @emre.turkerler, thank you for the information, I’ve just sent out a work order for a mechanic and our partner Guidion will contact you to make an appointment!

Hi @Brian ,
Last friday a mechanic came by to connect DSL modem and It was installed but there wasn't any signal. He said, someone need to fix from the apartment box (or something like that) because it's new apartment. He said I was going to be called by someone and they were going to fix the problem on friday. But nobody called me or fixed the problem since then. I'm still waiting for two weeks without having a internet connection. He didn't left me a number so I'm writing here. Could you please help me as soon as possible?

Thank you  

Hi @Brian ,
Last friday a mechanic came by to connect DSL modem and It was installed but there wasn't any signal. He said, someone need to fix from the apartment box (or something like that) because it's new apartment. He said I was going to be called by someone and they were going to fix the problem on friday. But nobody called me or fixed the problem since then. I'm still waiting for two weeks without having a internet connection. He didn't left me a number so I'm writing here. Could you please help me as soon as possible?

Thank you  

Reputatie 7
Badge +8

Hi @emre.turkerler, we received the report from the mechanic and we’re going to contact the grid operator to check the incoming line. This is usually a matter of a few workdays, not the same day as the mechanic said, apologies for the misinformation. We’ll see to getting you online as soon as possible!

Hi, @Brian 
I'm still waiting. Nobody contacted me yet. But when I see my T-huis page my subscription is already started in 24th of the March. I don’t want to pay for the days of me waiting for the technical service. Its been almost 3 weeks. Also somehow in my Mobile subscription Costumer benefit disappeared and I have to pay more than I should be next month. I hope this will be fixed soon too.
Thanks for your help.

Reputatie 7
Badge +7

Hi @emre.turkerler, sorry for the delayed response! We’re quite busy currently and can’t always answer on time.
Normally, a technician's request is processed within 3 to 6 working days, but due to the crisis, our technicians and Guidion are overbooked, so to speak. There are many absentee-situations and obstacles due to the newly introduced safety protocols. However, I see that a specialist picked up your ticket last night, which normally means that you will receive an email / SMS this week to schedule an appointment. Again, my sincerest apologies for the delay.

Regarding the monthly payments: no worries! You won’t start paying until we fix the connection. In the meantime: stay safe and strong! 💪

Hi @Jason 
This morning the technician came and fixed the problem. Now I have internet connection. Could you start my subscription from today?

Thank you for your help

Reputatie 7
Badge +7

@emre.turkerler Thanks for your message! So glad everything worked out with the technician. Your subscription will start from today onward. If ever you experience issues or have questions regarding the subscription, please don't hesitate to ask for help. The Community’s always on the look-out! ❤


@Jason Thank you for the help. But I still see the subscription started 23/03 instead of 17/04 on my T-huis account. Do you know when it's going to be changed because on 23/04 it will automatically take out the money from my bank account.

Reputatie 7
Badge +8

Hi @emre.turkerler, I just reimbursed you for the whole period 24-03 until 17-04. The invoice for April has already been made so this will be deducted from the invoice from May. Again aplogies for the delay and I hope everything is in order now!

Hi @Brian @Jason 
I moved to a new place but I have the same issue right now because I moved to a different flat but the same apartment. So I don't have internet connection and grid operator (KPN) should activate this flat’s internet as well. Sorry for the trouble. Could you help me please?

Reputatie 7
Badge +8

Hi @emre.turkerler, it would appear we have received a notification from the current/previous tenant that they refused to cancel their contract o the requested date. I have sent you a private message on the community with more information so that we can resolve this for you. I’ll talk to you there! 

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