Failure report

In rare cases it might happen, that the network socket is broken. In such a case a failure on a single network sockets can be reported by submitting a failure report.

The following things should be checked first:

  • first of all you should check if the network socket is locked. If a lock is present, the network socket can be unlocked over the hotline
  • the used network cable should be a cable of type Cat 5e FTP or better (see print on the cable). If possible the cable should be replaced by a new one
  • if possible, try to connect a computer of a neighbour or friend (which has network connectivity at another socket) to your own network socket, to check if it works. Also try another working network cable on your network socket, to check whether your cable might be broken
  • please also check if your computer works on another network socket. If the computer does not work on another socket, the problem is most likely one which is caused by your own computer
  • work step-by-step through the error diagnosis below Help
  • get in contact with the technical support to have a diagnosis running on your connection


If a problem of the device can be ruled out due to the checklist above, you can submit a completely filled out:

as photo by e-mail to netadmin@stw-bonn.de or to the given fax number on the failure report (the building management can help you with that).


Please keep in mind: the network service of the provider ends at the network socket in your room. Failure reports that are submitted for a properly working network socket (for example due to a broken connected computer or wrong settings) will be charged according to time and effort.