Installation error, cable socket, slow internet

Fatima · 2021-12-05T18:21:12+00:00

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Fatima

Hi, following the set-up guideline I have the cable socket as in option B. However once all cables have been set up correctly the giga connect box is lighting red and I do not have any internet. Following the procedure using option A I get internet however the internet is very slow and I receive emails that my device has not been set up correctly from you. The light on the box when using option A is only going half around the box.
Using the option B which in my case should work only gives me a red light on the box hence I have to use option A. I also tried to do a speed test and I receive errors.
Can you please help me to ensure I have a stable internet connection?

Thank you
Fatima

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Daniele_Sunrise

Fatima Welcome to the Community!

Our system has detected a wrong wiring and we ask you to contact our support on 0800 66 88 66 so that they can check the wiring together with you. Please choose for example 1 (German) as language and get connected to an English speaking person.

Greetings
Daniele

Fatima

Hi Daniele, Thanks for your reply. Customer support was not satisfying. I had to wait 2 hours and was being directed constantly to another support person. I finally reached someone who helped but my wiring was setup correctly, so I had a technician over to check it. The cable socket in the wall was defect so he managed to fix it and now the internet is working proper again.
Thanks for the support though 🙂
Best,
Fatima