Internet access setup: DSL and fiber optics
You certainly expect a quick and smooth setup of your internet access. But what if the longed-for activation of your internet connection does not happen and you are still in digital silence beyond the announced time? Don't worry, this guide will give you step-by-step instructions on how to tackle this problem and find a solution as quickly as possible.
TABLE OF CONTENTS
What technologies does Teleboy offer?
At Teleboy, we offer a range of internet technologies to provide the best available connection depending on your location:
- DSL (up to 100 Mbit/s) and G.Fast (up to 500 Mbit/s): Internet via the classic telephone line (copper).
- Fiber (Fiber AON up to 1 Gbit/s & XGS-PON up to 10 Gbit/s): High-speed internet via fiber optic lines.
DSL or Fiber
We have included specific instructions for both types of connection. These will help you to set up your connection.
Your time slot
Your new internet will be activated during the day between 8:00 and 17:00. It is not uncommon for the activation process to take until late afternoon. You can also find information about the activation period in your confirmation email.
You are using a DSL line (copper)
Check your cables
Make sure that all cables are correctly and firmly connected to the router and the telephone socket.
A loose connection can often be the cause of a missing connection.
Check your adapter
If an adapter is used, check that it is correctly and firmly seated in the telephone socket. Often the adapter is not deep enough in the socket. It must click properly!
Activation page
If you are asked for an activation code when opening a page, this is a sign that your service may not yet be active.
Please try again in a few hours. If you have a DSL line, no activation is necessary; the activation is automatic.
Has a new connection been made?
Please inform our support team if an electrician has reconnected a line at your premises and you are now seeing an activation page.
It is important that you provide the team with the AC0 number displayed on this page.
The support team will then activate the line for you, as you have been assigned a different line by Swisscom.
You use a fiber optic line (Fiber)
If you want to set up a fiber optic internet connection at home, it is important to know that there are two different technologies:
AON (Active Optical Network) and XGS-PON (Next Generation Passive Optical Network).
This distinction is crucial because the activation process varies depending on which technology is used in your case.
- AON (Active Optical Network)With this technology, you are directly and actively connected to the network. This means that a separate fiber optic line is used for each user, with a symmetrical data transfer rate of up to 1 GB/s.Activation is automatic, without entering an activation code.
For AON connections, you will usually receive a FRITZ!Box 5530 AON or a FRITZ!Box 5490.
XGS-PON (10 Gbps Symmetrical Passive Optical Network)
XGS-PON enables higher bandwidths compared to conventional PON technologies and supports symmetrical data transfer rates of up to 10 GB/s.
The line is activated using an activation code.
With an XGS line, you typically receive a Zyxel AX7501 or a FRITZ!Box 5530 XGS.
If you have received a FRITZ!Box 5530 and are unsure of the technology used at your location, you can check the label on the back of the router to see if it is an XGS version.
Check your cables
Slot selection at the fiber optic socket
It is crucial to use the correct port on your fiber optic socket. Use the slot marked “2” for this purpose.
Checking the cabling
- Make sure that the cabling is correctly connected and undamaged. Make sure that there are no kinks in the cables, as these can significantly impair the quality of the signal transmission.
- It is important that the fiber cables are not laid in cable ducts. This can cause signal interference and negatively affect the performance of your connection.
Activation page
An activation page will appear
On the page, enter your OTO-ID, which you can find on the box, and plug number 2.
In the activation code field, you should enter the code that was sent to you by email a few days after you placed your order.
Enter the following information on the activation page:
- OTO ID (e.g. B.123.456.789.0)
You can find this on a sticker next to or on the OTO box. - Plug number: 2
Make sure to always use this connection. - Activation code 1: (PON Activation Code)
This is needed for the initial activation. - Activation code 2: Your personal NSN number
This is used for line assignment and will be needed again if you change routers. Keep it in a safe place.
Activation usually takes between 5 and 30 minutes. Please wait until activation is complete.
No activation page appears
If you are trying to activate an XGS line but no activation page appears, first make sure that all cables are connected correctly. It is especially important that the fiber optic cable is fully inserted into plug 2.
If all cables are plugged in correctly and the problem persists, please contact our support team. The team needs the following information for troubleshooting:
- Photos of the router
- front with visible lights
- back with the connected cables
- bottom of the router with the label
- Photos of the OTO box
- Of the cabling showing that the cable is plugged in correctly and deeply enough in plug 2
- Information about the local situation
- Is the building a new construction? Is there currently a construction site nearby?
The activation code is not accepted
If the activation code is not accepted, proceed as follows to resolve the issue:
- Checking the OTO-ID
- Make sure that you have entered the OTO-ID correctly.
- Correct entry of the activation code
- Make sure that no accidental spaces have been copied when entering the activation code.
- If your line has already been activated in the past and you have received a new router, for example, the NSN must be entered as the activation code.
- Status of the previous tenant's fiber-optic line
- If you have recently moved in and the previous owner also used a fiber-optic line, make sure that the line has been terminated in due time.
- It is possible that the activation cannot be carried out because another Internet provider is still using the line.
I have not received a code – what should I do?
In this case, please contact the Teleboy support with your customer number. We will resend you the necessary activation data.
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