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Modem Installation: globe light not lit

M
Hi,

Sorry for not speaking Dutch yet.

Today is my installation date for my "Installing T-Mobile at Home" but unfortunately, following the easy installation guide the Globe light still doesn't lit up at all (not even flashing).

I use an ISRA point 2 in my "meter box" that I connect to the modem via the DSL cable furnished in the installation box.

I live in Amsterdam at 76 H and it happens that my water supplier mistake my address with 76 (and thinks the H stands for Huis). Could it be possible that T-Mobile has enabled Internet connexion at the wrong address?

It would be very nice if you could help me quickly.

Thank you!

Beste antwoord door Mickael Gisquet

KPN appointment fixed the issue.

Thank you for your help
Bekijk origineel
2 Attachments

16 reacties

D
  • Dolphin
  • Doet lekker mee
  • 140 reacties
  • 17 september 2019
Hello Mickael,

Welcome to the forum.
I assume an ISRA 2 has two ports, did you check if the other port might be active?

If that is not te case, you can check here, if the modem is installed correctly and what to do when a problem occurs.

(basically they want you to connect the modem, wait for the Globe light, when that is not coming up, turn off the modem, wait 10 seconds, turn on the modem, see if the Globe light comes up. If not, they want. you to reset the modem (there is a reset button on the back). If the Globe light still doesn't come up after the reset, they want you to call customer support)
M
  • Mickael Gisquet
  • Auteur
  • is een Top Poster
  • 7 reacties
  • 17 september 2019
Hi Dolphin,

Thank you for your answer but I have already followed those steps and tries both ports.

I have contacted the customer support but waiting was so long that I started to write on this forum as it was the other solution proposed.

I hope someone from customer support will help me tomorrow.
M
  • Mickael Gisquet
  • Auteur
  • is een Top Poster
  • 7 reacties
  • 18 september 2019
Well I just had by phone the customer support and they hang up on without excuse after I asked them if someone could help in English. Bad bad support and my issue i still running

Very disappointing
D
  • Dolphin
  • Doet lekker mee
  • 140 reacties
  • 18 september 2019
@Hajar @David can one of you get @Mickael Gisquet in contact with one of your English speaking colleagues? 👍🏻

@Mickael Gisquet Did you try turn the modem off and on again today? One never knows how the wonders of the internet might work 😋
Hidden.nld
Super User
Forum|alt.badge.img+4
  • Hidden.nldSuper User
  • Odido Superuser
  • 3596 reacties
  • 23 september 2019
Hi @Mickael Gisquet

Have you also tried the left port of the ISRA ?
Behind the KPN logo there is a test connector. if the do a SELT measurement the should see a short circut with the test connector. the easiest way to test the line
Heeft geen glazenbol.
Edwin_H
  • Edwin_H
  • Oud Moderator
  • 42 reacties
  • 23 september 2019
@Mickael Gisquet I'm sorry for the late response to your questions. I'm currently answering your Facebook private message as well.

As @Hidden.nld pointed out we can do a Selt. It seems there is an issue with your IS/RA (DSL connection) and my colleagues are already working on it for you.
M
  • Mickael Gisquet
  • Auteur
  • is een Top Poster
  • 7 reacties
  • 23 september 2019
Dear @Edwin_H ,

Thank you for your answer and your help.
We have just made an appointment with KPN in order to "fix" what's not going well with the ISRA punt.
Hope I will be able to use Internet therefore 🙂
Edwin_H
1 persoon vindt dit leuk
  • Edwin_H
    Edwin_H
Geniva
  • Geniva
  • is een Top Poster
  • 22 reacties
  • 25 september 2019
Hi @Mickael Gisquet, Good to know that the appointment with KNP has already been made. Just a little while longer and you will be able to use your services again! Thank you for you patience. 😉
Edwin_H
1 persoon vindt dit leuk
  • Edwin_H
    Edwin_H
M
  • Mickael Gisquet
  • Auteur
  • is een Top Poster
  • 7 reacties
  • Antwoord
  • 28 september 2019
KPN appointment fixed the issue.

Thank you for your help
Sander
1 persoon vindt dit leuk
  • Sander
    Sander
M

Hi I have the same problem.. no one helps :(

I
  • Imraanos
  • is een nieuwe Poster
  • 4 reacties
  • 18 december 2019

Waiting 14 days since T-mobile promised an internet connection, many calls, but they say the problem is with KPN and can’t do anything to help =( 

M
1 persoon vindt dit leuk
  • M
    machteld_jacobs
M
Imraanos schreef:

Waiting 14 days since T-mobile promised an internet connection, many calls, but they say the problem is with KPN and can’t do anything to help =( 

Frustrating! Open a question here!

I
  • Imraanos
  • is een nieuwe Poster
  • 4 reacties
  • 19 december 2019
machteld_jacobs schreef:
Imraanos schreef:

Waiting 14 days since T-mobile promised an internet connection, many calls, but they say the problem is with KPN and can’t do anything to help =( 

Frustrating! Open a question here!

Why doesn’t my internet work? 

Piotr
  • Piotr
  • Voormalig T-Mobile Thuis moderator
  • 2167 reacties
  • 20 december 2019

Hi @machteld_jacobs,

I've arranged for you that you can make an appointment with an engineer. He will visit you at your house and install your T-Mobile Thuis package. You can contact our engineer department (Guidion) on the following number: 088-2000 151 If there is anything else I can do for you, let me know! 

Hey @Imraanos,

I've just contacted our technical department, and requested for a solution for this problem. Sadly enough I don't have any information at this moment why the activation of your subscription got delayed. As soon as we receive more information, we'll contact you right away. I'm so sorry for the inconvenience!

Vanaf 14-08-2020 ben ik niet meer werkzaam als moderator voor de magenta Community. Mijn oud collega moderators helpen je graag verder!
I
  • Imraanos
  • is een nieuwe Poster
  • 4 reacties
  • 20 december 2019
Piotr schreef:

Hi @machteld_jacobs,

I've arranged for you that you can make an appointment with an engineer. He will visit you at your house and install your T-Mobile Thuis package. You can contact our engineer department (Guidion) on the following number: 088-2000 151 If there is anything else I can do for you, let me know! 

Hey @Imraanos,

I've just contacted our technical department, and requested for a solution for this problem. Sadly enough I don't have any information at this moment why the activation of your subscription got delayed. As soon as we receive more information, we'll contact you right away. I'm so sorry for the inconvenience!

I know, hearing this for more than 2 weeks now… 

I
  • Imraanos
  • is een nieuwe Poster
  • 4 reacties
  • 30 december 2019

Lol almost one month!!! No internet T-mobile is a garbage provider, people who are reading this just choose Ziggo. Did that in another house and

had internet within 5 days after ordering! 

Reageer


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