<Livebox Issues? ~ Close to throwing the Livebox out of the window.
Shadowfade
Posted: Tue Jun 26, 2007 8:44 am
Joined: 26 Jun 2007Posts: 10
So after 7 weeks following the order we received the Livebox finally. One computer we had to set up with the Ethernet cable as the installation software didn't work and one computer that did work wirelessly. Anyway, for 6 days it was working brilliantly, good connection speed and wireless working fine. Then on Sunday...nothing. No internet connection whatsoever and the live box wasn't working.
The livebox has a constant light on the fast forward icon and all of the rest are out. None of the computers can detect the livebox even when connected via the Ethernet cable. We rang the helpline (and yes we got through to an incompetant call centre in India, of which yes my feelings on the matter are rather unethical as I'm sure are the Orange Plc Board of Directors'). The lady (after being put on hold whilst I presume she read her manual) told us to pull all of the cables out of the livebox and hold down the 1 button. After a few seconds plug the power supply back in. She said this will reset the box and you should get internet without having to reinstall the livebox. Au contraire my Indian chum....now all we have are Three solid lights, the @, fast forward and the phone logo. Both computers can't get on the internet and the wireless one can't detect the livebox.
Can anyone seriously help without me having to contact the idiots at the Orange call centre or me owing my landlord a vast amount of money for throwing the livebox through the window.
Much appreciated
Last edited by Shadowfade on Tue Jun 26, 2007 11:40 am; edited 1 time in total
Something not quite right lights should be as follows:
@=Internet Service Light - Solid
>>=Local Traffic Light - Flashes no particular pattern
Phone=Telephone Service Light - Solid
Aerial=Wireless Light - Solid
Has wireless been turned off in configuration?
Yes you can reset from the disc - not sure of exact procedure. Details are on disc or if you search this site you should find further info.
Keith
Basically one minute it was working...the following morning it wasn't. It isn't working via the ethernet cable on the first computer so there must be something wrong with the livebox.
Normally after a factory reset it should be 3 solid lights, @, >> and Phone. The antenna light may flash a bit but probably doesn't in this case.
The ethernet recovery process keith gave doesn't always work if you have the right cable handy you could try USB recovery. (kb10380 if that link doesn't work)
Try recovering it yourself but if you can't then you'll need to call and let them know what's going on, tell them it's an F E T issue. They should be able to sort it out.
Normally after a factory reset it should be 3 solid lights, @, >> and Phone. The antenna light may flash a bit but probably doesn't in this case.
The ethernet recovery process keith gave doesn't always work if you have the right cable handy you could try USB recovery. (kb10380 if that link doesn't work)
Try recovering it yourself but if you can't then you'll need to call and let them know what's going on, tell them it's an F E T issue. They should be able to sort it out.
Thanks for your help guys.
Tried to recover it last night but we have setup disk v. 2.0 so there is no recovery option. Tried ethernet and USB connection but it can't connect to the livebox...it's totally screwed. We are having to ring Orange to order a new box....I'm so mad it's untrue! I'm losing valuable World of Warcraft time, not to mention my flatmate's poker addiction!
Tried to recover it last night but we have setup disk v. 2.0 so there is no recovery option.
You're wrong, it's just the CD doesn't give the option like the old one.
If you installed the CD then the recovery, both ethernet and USB will be on the start menu in the Orange folder.
Quote:
Tried ethernet and USB connection but it can't connect to the livebox...it's totally screwed. We are having to ring Orange to order a new box....I'm so mad it's untrue! I'm losing valuable World of Warcraft time, not to mention my flatmate's poker addiction!
Yeah, it won't work until it's recovered or replaced. If you recover it now though you'd be back online in under an hour.
Tried to recover it last night but we have setup disk v. 2.0 so there is no recovery option.
You're wrong, it's just the CD doesn't give the option like the old one.
If you installed the CD then the recovery, both ethernet and USB will be on the start menu in the Orange folder.
Quote:
Tried ethernet and USB connection but it can't connect to the livebox...it's totally screwed. We are having to ring Orange to order a new box....I'm so mad it's untrue! I'm losing valuable World of Warcraft time, not to mention my flatmate's poker addiction!
Yeah, it won't work until it's recovered or replaced. If you recover it now though you'd be back online in under an hour.
thanks...
Also for some reason the Orange small livebox icons are not on my desktop, it's as if it has been un-installed of which I haven't done. I try and install the livebox again but it can't connect to it. Also there is no Orange stuff on my Start menu. I'll give it a go tonight
On XP there is a desktop cleanup system that hides unused icons but if they're not on the start menu then it must have been removed.
There's a program on the CD that installs all the recovery stuff without going through the whole install. "branding.exe" but I'm not certain which folder it's in right now.
On XP there is a desktop cleanup system that hides unused icons but if they're not on the start menu then it must have been removed.
There's a program on the CD that installs all the recovery stuff without going through the whole install. "branding.exe" but I'm not certain which folder it's in right now.
we did the recovery and it looks like we're back! I just need to check it on mine now using the wireless...fingers crossed eh!
i had a similar problem today (i.e. called the Helpdesk to report a "PPP Server Down" issue but with a perfectly working Livebox - both the hard wired and wireless connected to the Livebox fine, but not to the internet).
One Indian "Helpdesk" call later and the box was broken (the phone and the @ lights remained permanently lit) following a factory reset. They were adamant it was a line problem, which it clearly wasn't!
A 2nd call, again to India and then back to England following an escalation, I had a new Livebox on order, after a further hour and a bit of resets and cable changes etc!
At no point during this process did they say "have you tried Livebox Recover" so having gone into my office during the day and reading these forums I did just that when I got home, and now it's working again.
I'm not going to cancel the new box just yet, because I want to see if it keeps working, but jeez, how imcompetent are the people on these helpdesks!?
BTW ... is dialing 150 from an Orange mobile free ? If not, I dread to think how much the best part of two hours on the phone is gonna cost! :S
One Indian "Helpdesk" call later and the box was broken (the phone and the @ lights remained permanently lit) following a factory reset. They were adamant it was a line problem, which it clearly wasn't!
At no point during this process did they say "have you tried Livebox Recover" so having gone into my office during the day and reading these forums I did just that when I got home, and now it's working again.
Normally if it's just those lights and doesn't change at all then the box is broken and a recovery won't even go through. If the lights change at all when it's started or reset then it's usually something else going on.
There are a few rare occasions where it will just stop and then come back on a bit later but it's practically impossible to predict that. In general it very much depends on what the lights do after it's turned on, once it settles down and after a reset, you can usually tell which ones will and won't be fixed when you're used to them.
Quote:
I'm not going to cancel the new box just yet, because I want to see if it keeps working, but jeez, how imcompetent are the people on these helpdesks!?
Once it's been ordered it's usually too late to cancel it.
Quote:
BTW ... is dialing 150 from an Orange mobile free ? If not, I dread to think how much the best part of two hours on the phone is gonna cost! :S
I don't think you get charged for those but I'm not 100% certain.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
I just need to check it on mine now using the wireless...fingers crossed eh! 
