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 sending the failure report form. The following things should be considered first:

  • first of all you should execute a diagnosis using the automatic diagnosis system, to check if the network socket is locked. If a lock is present, the network socket can be unlocked using the telephone computer. A list of possible lock reasons can be found under network socket lock
  • the used data cable should be a cable of category type 5e or better (see print on the cable)
  • 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 possible due to a problem of your computer

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

as photo by e-mail to or to the given fax number on the failure report (the office in your building 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 send in for a working network socket (for example due to a broken connected computer or wrong settings) will be charged according to time and effort.