Information on current problems

Media 11-28-2016

Update: Number of affected customers are decreasing significantly. Network fully operational, problem caused by certain routers.

The vast majority of our customers can use our services without restrictions and our network is fully operational. However, since yesterday afternoon, a significant number of customers have been having problems: around 900,000 customers with specific routers from around 20 million fixed network customers. We are currently investigating exactly which routers are affected.

There is no error pattern: some customers are experiencing temporary problems or very marked fluctuations in quality, but there are also customers for whom the service is not working at all. Based on the error pattern, we cannot exclude the possibility that the routers have been targeted by external parties with the result that they can no longer register on the network.

Experts from Deutsche Telekom and the router manufacturers have already been working on a solution through the night. In case of problems, we still recommend disconnecting your router from the network, even if this did not necessarily have the desired effect yesterday. We are constantly applying new solutions in the network.

Another note: there are continuous reports that metropolitan areas are particularly affected. This is not the case; there are no localized focal points. The fact that the error pattern occurs more in metropolitan areas is due to population distribution, which means it is purely a statistical conclusion.