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< Livebox Issues? ~ Livebox loss of Broadband signal ?

kiwi

Posted: Wed Nov 11, 2009 5:59 pm

Joined: 11 Nov 2009 Posts: 5

Hi,
Open for suggestions.. I've had Orange Broadband for several years without problem, but the last couple of weeks I had a problem where my Livebox 'appears' to be unable to detect a Broadband signal (ie @ symbol flashes fast then slow etc). Orange 'technical' support say that I've got an internal wiring problem. I disagree. As an retired electronics engineer I love a challenge. I noticed that if I lift the receiver of any phone in the house (of which there are 3) the livebox gets the broadband signal, all be it for approx 10 mins. so I tried the following:

1. Disconnect the livebox & reconnect several times, both with all phones connnected and disconnected - still no Broadband signal.

2. Disconnect all phones & livebox, then reconnect phone and lift handset, then reconnect livebox - wow ! Broadband signal detected.

I can repeat this time after time and EVERY time I get the same result, the broadband signal returns for a period of time.

Now from my experience, there is no way on this planet that 'lifting a handset' can 'resolve' a cable fault. So open for suggestions....

and yes I do have filters on everything, and yes I've plugged the livebox into the master BT socket, without success... Question

OrangeProblems

Posted: Wed Nov 11, 2009 5:59 pm

Full information on how to change your broadband provider here. OrangeProblems.co.uk

Borednow

Posted: Wed Nov 11, 2009 7:07 pm

Joined: 13 Aug 2007 Posts: 2049

kiwi wrote:

yes I've plugged the livebox into the master <a href="http://btbb.at/theside?LID=21">BT</a> socket, without success... Question

Do you mean the test socket inside the NTE5 main BT linebox or do you mean the external socket of the main BT linebox ?

kiwi

Posted: Wed Nov 11, 2009 9:05 pm

Joined: 11 Nov 2009 Posts: 5

The BT test socket or the external socket or my external sockets, makes no difference.

Borednow

Posted: Wed Nov 11, 2009 10:04 pm

Joined: 13 Aug 2007 Posts: 2049

Is it LLU or IPStream ?

OrangeProblems

Posted: Wed Nov 11, 2009 10:04 pm

Full information on how to change your broadband provider here. OrangeProblems.co.uk

kiwi

Posted: Wed Nov 11, 2009 10:23 pm

Joined: 11 Nov 2009 Posts: 5

Hmmmm.... I think it's LLU

Just lost the signal again, so picked and replaced a handset, hey presto signal back. Not sure if next bit is of any diagnostic value but noticed a couple of differences in livebox system information:

Pre drop connection mode - ADSL, post connect mode is G.DMT.
Pre drop Type is FAST, post connect Type is Interleave.

Attenuation is same at 41 dB, whilst Attainable download rate has increased from 1159 to 1632 and Noise Margin increased from 10.4 to 12.

Yes it is LLU.

and connection has just dropped again, now I notice I'm back to ADSL, from G.DMT and Type has returned to FAST. Attenuation dropped to 39.5

'mysteries of the Cosmos' as Carl Sagan would say...

Borednow

Posted: Thu Nov 12, 2009 8:12 am

Joined: 13 Aug 2007 Posts: 2049

Can you copy and paste the full stats result ?

I'm thinking it's a faulty Livebox....if you're using wireless then try using an ethernet cable and see if the same thing happens.

Response Team

Posted: Thu Nov 12, 2009 4:08 pm

Joined: 15 Sep 2008 Posts: 485

Hello kiwi,

That certainly sounds like an interesting problem! As Borednow has suggested it may be an issue with the Livebox or even the filters. 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.

Hope this helps

Jonathan
Orange Response Team

kiwi

Posted: Thu Nov 12, 2009 4:18 pm

Joined: 11 Nov 2009 Posts: 5

Hi.
Thanks for the feedback from both of you.

Connection is 'wired' and I have already changed cables and I've changed the filters..

Email sent to Orange response team with contact details.

aly254

Posted: Fri Nov 13, 2009 6:26 pm

Joined: 13 Nov 2009 Posts: 1

Hi
I am being disconnected randomly also. Orange technical support told me to call them again, when the connection is off. My signal comes back just as I am about to talk with someone from Orange...every time.....This has been happening now for months now...

kiwi

Posted: Fri Nov 13, 2009 8:37 pm

Joined: 11 Nov 2009 Posts: 5

Hello aly254,

Just read your note. If when you try to call Orange you're using your landline, then you've 'probably' got the same problem.
Just out of interest, when you lose the Broadband signal try lifting your landline handset for a couple of seconds then replace it and see if you get your broadband signal back.

Regards,
Kiwi.
p.s if you've got a monthly tarif with free minutes on your mobile you can call Orange tech support by dialling 150 and follow the prompts rather than the 0845 number (0845 doesn't use your free minute - 150 does !).

fsmale

Posted: Sat Nov 14, 2009 3:58 pm

Joined: 12 Jun 2007 Posts: 20

kiwi wrote:

Now from my experience, there is no way on this planet that 'lifting a handset' can 'resolve' a cable fault. So open for suggestions....

Google for "High Resistance Fault" , "HR Fault" and "HR Dis". Lifting a phone off-hook can certainly resolve one of these, albeit temporarily.

Have you tried a Quiet Line Test (17070) from the test socket?

fsmale

Posted: Sat Nov 14, 2009 4:00 pm

Joined: 12 Jun 2007 Posts: 20

Response Team wrote:

it may be an issue with the Livebox or even the filters.

It's clearly either a filtering issue

(device(s) unfiltered or inadequately filtered)

or a line fault

(probably an HR Dis).

oscarbrt

Posted: Sat Nov 21, 2009 8:44 pm

Joined: 21 Nov 2009 Posts: 2

Hi,

I am having the same problem:

the livebox is unable to connect to the adsl, showing a link down status (@ led blinking fast and then slow).

It should be a problem related to the livebox, as I have another router (belkin) and it connects immediately and flawlessly to the same line.

Calling Orange has been so far worthless. I found one useful person, the rest just follows a procedure, asking you to do the most basic things.

Now Orange is going to check the line, but I don't really understand how the line would be an issue, as the other router works fine.

Orange suggest me to use the other router, no-sense: I need to use LiveBox for the second line and the print server.

I hope this forum to be more useful than continue calling Orange.
Any advice would be welcomed.

Thanks

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