At the end of Sept I lost internet connection external to the livebox (ie. the computer could access the livebox but the livebox had no internet connection?) This problem was eventually resoved after 2 weeks and daily phonecalss to India (apparantly a problem with the line, although line test came back ok?). One week later the connection fropped again - fixed 1 week later. 1 weeks later the line has dropped again!!
I am making daily phone calls to Orange technical support whio are most unhelpful, asked the same stupid questions everyday and starting to get very annoyed. I have had an Orange connection for 2 weeks (not continous) out of the last 6 weeks.
To date I have been given no explanation as to what is the problem or offered any compensation, even though I am paying for an Orange dongle on top of my contract to ensure I can use the internet!!
If anyone has any suggestions as to how to get this problem resoved I would be most apprciative.
First let me tell you that if you have no connection for 30 consecutive days AND you have a record of calls to CS/TS then you can leave Orange with no contract cancellation charges.
Second, can you post you router stats.
If you have an NTE5 main BT socket then remove the lower half frontplate and plug the router into that before you take the stats then again from the normal connection either the main one or any extension socket that you normally use.
Sorry to read of your problems. I work for Orange and may be able to help.
If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.
Thank you for your message. I'm afraid I am not a techie person so would you be able to elaborate as to how I get my livebox stats. Also I'm not sure what BT socket you are referring to. My socket does not have a front removaable cover???
As to leaving them, unforatunately the problem has been erratic and is generally fixed, albeit temporarily, for a period of 1 week. Therefore it is not a continous outage for 1 month that would mean I could them!!
OK it's obvious from your latest post that you haven't got an NTE5 main BT socket so you can't get to the test socket !
Do you have any extensions ?
For the stats click on this : http://192.168.1.1 and sign on as admin with password admin. Then it depends which Livebox you've got but look for either "Access to the configuration pages." or "Statistics" or "Access to the configuration pages". then look for "System Information" or similar.
When you get there it will show something like this :-
Unfortunately after spending another fruitless 30 minutes of my life on the phone to India, Orange are still not getting anywhere - however I have now been escalated to level 2 technical support - yipee!!
I tried to access 192.168.1.1 last night (which I have done in the past to check the status of the line (link down), however for some reason last night I was unable to access this site - INVALID ADDRESS. So therefore I was unable to check the status of the live box.
I now have to wait another 3-5 working days before phoning them again - at least this gives a few days off of frustrating irratability!
I tried to access 192.168.1.1 last night (which I have done in the past to check the status of the line (link down), however for some reason last night I was unable to access this site
Did you click on the link I gave you in my post ?
If you did then you may have a problem not associated with Orange.
That link does not need an internet connection, all it does is give your computer direct access into the router but not via the internet.
I didn't use the link but typed it into the address bar. In order to use the link I would have to be connected to the internet (via my dongle), ie. in order to have access to this site, is this ok to use do?
I have used this site with Orange many times before and sometimes also have this problem, they then send may the houses of wireless connection settings on my computer to enable this to work. The @ light is flashing fast on the live box which I am told means that the livebox is not receving a broadband signal and not to do with the set-up (@ light flashing slow).
Sorry, I don't really have a clue anymore, been going on so long and been told and tried so many different things.
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