How do I proceed in the event of a malfunction? (copper)

    General fault

    In the event of a fault, please take a look at our status page. Faults and maintenance work are communicated on the status page. It can sometimes take a while for new faults to be displayed there. We are always working to provide information as quickly as possible.

    First steps Troubleshooting

  1. Restart all devices (routers, computers, switches, etc.). Test whether all end devices are affected or only ones.
  2. Check whether the plug connections are properly tightened and whether the cable is intact.
  3. Unplug both ends of the cable and plug them back in.
  4. Are you receiving a DSL signal? If yes and the Internet connection is still not working, reset the router to the factory settings (reset). Note: For Copper7 services, you must reconfigure the login data.

    Still no connection?

    If the above steps do not help, please contact our support team via email or hotline. So that we can process your request more quickly:
  • Indicate that you have already checked all the steps.
  • Attach photos of your installation (DSL socket, router, cabling).