<Livebox Issues? ~ ...if only I had found this forum before.......
Tinners
Posted: Tue Nov 14, 2006 11:21 pm
Joined: 10 Nov 2006Posts: 42Location: Kent
RandomAgent3 wrote:
Livebox orders have exceeded expectations from what i am aware hence the delay on delivery call tech and they will advise you of this sorry for inconvience, like many tech agents tell you when your connected you get refunded, its not a disirable outcome but we arent miracle workers we are the first line and as a result we have limited amounts of things we can do, yes we can escalate and his issue will of been escalated i should imagine, just get onto tech and ask for some help thats all i can advise
I ask for help and Bombay read through the script on plugging in cables, and a factory reset, when told about the constant fast flashing light they have no answer, all they do is get a line test and tell me to call back in 48 hours....when the easy option would be to put a new livebox in the post? If Orange are so busy fixing faults dont you think that a call from Customer liason would go a long way to easing my frustration, I was offered my MAC number today along with a refund on my wireless adapter, but what I really want is Orange broadband! and I'm not giving up on princable
A replacement Livebox costs Orange around 100 pounds per, so we have to be sure that is the issue and let me tell you if the Livebox is broken it lets you know it wont enter programation mode thats where you do the factory reset and the 3 lights come on the @ light phone light and >> if it doesnt do that its given up the ghost, if you ordered one and it didnt send we would send out a new one it would seem yours is ordered but not yet dispatched, its a shame i know but just gotta wait get the next agent you call to give NetLynk a call and see what the status is
I've been fighting with there tech support team for over a month now. Each time you phone you get the same response (check the filters etc.), however the it was connected correctly and filtered.
They supposedly did 2 line tests - stated there was a fault, but then for some strange reason the fault report was closed. Each time you phone you get 24/48/72 hours it will be fixed, but no joy. You then phone back and your back to square one again [Sir, do you have your filters fitted correctly etc].
My recommendation is abandon all hope and cancel your account like I did (which also may I add is not an easy task) ... They tried to change me £200 cancellation fee, however if you talk to a supervisor and just stay on the phone long enough they cave and don't charge you it.
I personally use Tiscali for home and business and have had no problems (the Orange Broadband was for my parents as it seems like a good offer with the Livebox Wireless router).
A replacement Livebox costs Orange around 100 pounds per, so we have to be sure that is the issue and let me tell you if the Livebox is broken it lets you know it wont enter programation mode thats where you do the factory reset and the 3 lights come on the @ light phone light and >> if it doesnt do that its given up the ghost, if you ordered one and it didnt send we would send out a new one it would seem yours is ordered but not yet dispatched, its a shame i know but just gotta wait get the next agent you call to give NetLynk a call and see what the status is
So if my livebox is not broken then why is the @ light fast flashing then? could anyone at Orange tell me?, one the first line test there was not a problem....next line fault there was a fault, I asked (after 48 hours had it been fix they did not know, I asked if there was a progress report from BT call back in 48 hours which I did to be told that the fault would be corrected in 4 hours, some hope.......If Orange is so snowed under with fault work a letter or even better a phone call to say that I have not been forgotten, that my problem will be looked at asap, even if they said did I mind waiting another month, I'll even wait another 2 months I dont care I need to connect my Livebox to Orange Broadband, perhaps the Orange guy in Leeds I spoke to at the weekend would live up to his promise to personaly follow-up my compaint and call my mobile with a progress report as promised?
Orange has a permanent staff on fault call backs that contact people who need them such as those that need an engineer or those unable to connect for long periods of time,
the @ light flashing fast does not mean your livebox is broken at all read what i said, it means you cant sync means you have a line issue or your setup is wrong, thats why we go through the diagnostics e.g. someone today was down for 7 weeks had faults put through and no faults found, i moved her to the main socket without a extension cable she connects, the diagnostics are necessary and they give that agent an idea of whats going on, i can understand you get frustrated but rather that than an agent tell you call back in 48 hours, fact is most line tests take about 3 hours mabye a little longer, 48 hours is for LLU customers calling for a possible fault found update as yes there is a backlog on these faults and they are getting dealt with.
You arent the only one with a problem therefore you wont be top priority but dont mistake that for us not caring we do want you to connect these things can take time
And lets not forget that Orange does refund downtime so the comment of us being money grabbers is incorrect we wouldnt be as big as we are if that were the case would we?
Orange has a permanent staff on fault call backs that contact people who need them such as those that need an engineer or those unable to connect for long periods of time,
the @ light flashing fast does not mean your livebox is broken at all read what i said, it means you cant sync means you have a line issue or your setup is wrong, thats why we go through the diagnostics e.g. someone today was down for 7 weeks had faults put through and no faults found, i moved her to the main socket without a extension cable she connects, the diagnostics are necessary and they give that agent an idea of whats going on, i can understand you get frustrated but rather that than an agent tell you call back in 48 hours, fact is most line tests take about 3 hours mabye a little longer, 48 hours is for LLU customers calling for a possible fault found update as yes there is a backlog on these faults and they are getting dealt with.
You arent the only one with a problem therefore you wont be top priority but dont mistake that for us not caring we do want you to connect these things can take time
And lets not forget that Orange does refund downtime so the comment of us being money grabbers is incorrect we wouldnt be as big as we are if that were the case would we?
Perhaps you can give me some tips on how to get the livebox to connect? Orange are now saying the line is OK, I have checked that the cables are pluged OK, have changed the filters, I was connected with the RJ45 patch cable that came in the box, I've changed that as well, tried not plugging the phone into the filter, I've tried using 2 filters, done the factory reset.....
If I unplug the RJ45 and do a reset can you tell me what condition the @ light should be? or is there test I can do to eliminate the possability that its a Live box error please?
following a factory reset the @ light will flash slowly, this is because you aren't sync'd but the connection is attempting or waiting for something to happen (as in it needs your user name)
If its flashing fast make sure you have the RJ11 plugged in right near the power cable theres 3 ports there one for power one with a white label (thats the one for the phone socket) and the other is for the RJ11, if thats all ok make sure your at the Main BT socket no extensions and you shouldnt have any problems
I will be browsing here till about 1am so just let me know how it goes
following a factory reset the @ light will flash slowly, this is because you aren't sync'd but the connection is attempting or waiting for something to happen (as in it needs your user name)
If its flashing fast make sure you have the RJ11 plugged in right near the power cable theres 3 ports there one for power one with a white label (thats the one for the phone socket) and the other is for the RJ11, if thats all ok make sure your at the Main BT socket no extensions and you shouldnt have any problems
I will be browsing here till about 1am so just let me know how it goes
good luck man
Thank you, I've checked again and is as you say above but the @ light is fast flashing (about 4 per sec) I'm plugged into BT main outlet with no extensions.
We had a problem with the servers today its possible it could be still effecting you though i doubt it since they were all brought back up from what im aware of, it does sound like a line issue you could try a friends modem see if it sync's just for a test, i mean it sounds to me like its a line issue, are you on LLU or IPStream?
We had a problem with the servers today its possible it could be still effecting you though i doubt it since they were all brought back up from what im aware of, it does sound like a line issue you could try a friends modem see if it sync's just for a test, i mean it sounds to me like its a line issue, are you on LLU or IPStream?
I have no idea !
I dont know anyone with a Livebox, but I have tried my AOL modem on the line but the DSL light does not come on, I'm lucky I have AOL on a seperate line I use for business, I have a new PC dedicated to Orange, no clutter on HD it running OK with no error issues, the other day I used Virgin to check to see if my line was ok, it said I was connected to ADSL, Orange are saying I'm connected, BT told me at the weekend I was not enabled, maybe not for BT BB perhaps? Bombay told me there was a fault that BT would fix in 48hours when I called back they said did I want them to go ahead and do the fault fix! The Leeds office have done a line test and told me that it was fine and that I should call Bombay to tell them it was a livebox issue, Bombay say what you said above, but the light is still flashing......
What should the condition of the @ light be if the PC is switched off or the patch lead is not connected?
thanks for taking an interest, I have to be up at 5 Zzzzzzzzzzzzz!
Regardless of the PC being off or on the Livebox is an independent item, it will always be connected and will have a solid @ light.
My advice to you is this, you ring up Orange tech and explain exactly what you just said to me if other modems can sync on the line its not a line issue its a box issue, if you have the Livebox Orange CD look at it and it should say Recovery version
Look at that version come back here and tell me what it is, if you try that and follow the steps then it might fix it if not then i'm sure should get through to a good agent we can get you a new one sent out.
As for taking an interest, its really no problem i mean sure taking my work outside of hours may seem sad to some but just like helping
Orange has a permanent staff on fault call backs that contact people who need them such as those that need an engineer or those unable to connect for long periods of time,
the @ light flashing fast does not mean your livebox is broken at all read what i said, it means you cant sync means you have a line issue or your setup is wrong, thats why we go through the diagnostics e.g. someone today was down for 7 weeks had faults put through and no faults found, i moved her to the main socket without a extension cable she connects, the diagnostics are necessary and they give that agent an idea of whats going on, i can understand you get frustrated but rather that than an agent tell you call back in 48 hours, fact is most line tests take about 3 hours mabye a little longer, 48 hours is for LLU customers calling for a possible fault found update as yes there is a backlog on these faults and they are getting dealt with.
You arent the only one with a problem therefore you wont be top priority but dont mistake that for us not caring we do want you to connect these things can take time
And lets not forget that Orange does refund downtime so the comment of us being money grabbers is incorrect we wouldnt be as big as we are if that were the case would we?
e.g. someone today was down for 7 weeks had faults put through and no faults found, i moved her to the main socket without a extension cable she connects, the diagnostics are necessary and they give that agent an idea of whats going on,
Quite a simple question here WHY DID IT TAKE 7 WEEKS ?
Pathetic isn't it, that ' such a big company ' takes 7 weeks of numerous line tests and phone calls to so called 'TECH EXPERTS' ( Oranges phrase not mine) for such a simple fault !
" fact is most line tests take about 3 hours mabye a little longer, 48 hours is for LLU customers "
Errr why are we told to phone back in 5 days then ?
"the diagnostics are necessary and they give that agent an idea of whats going on,"
Hmmm why have we to undergo the same diagnostics time and again, does no one (a) put notes on jobs, (b) read notes ? no wonder customers are agravated when they talk to you because they are being asked for the tenth + time, is your modem plugged in , what lights are flashing, do yet another factory reset ........... ad nauseum.
Does it not sink in with anyone, that if a customer has gone through the same diagnostics 3 times with the same results, GOING THROUGH THEM A 4th TIME IS A POINTLESS TIMEWASTING EXERCISE AND SOMETHING ELSE MUST BE WRONG
[color=red]"Orange has a permanent staff on fault call backs that contact people who need them such as those that need an engineer or those unable to connect for long periods of time, "[/color]
OK then why do they NOT RETURN CALLS WHEN PROMISED TIME AND AGAIN?
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
I'm going to stand up for Orange and no I do not work for them.
I've been with them for years but last couple of months I have had some problems. However in the main they are sorted out. They have regularly rung me back and updated me. They have refunded the cost of my calls and compensated me for downtime.
RandomAgent3, who I do not know, has suddenly appeared and given info which will be of use to many when trying to sort out problems. He should be treated with respect - if not I can not imagine that he will stay long. Then we will all be losers.
I'm going to stand up for Orange and no I do not work for them.
I've been with them for years but last couple of months I have had some problems. However in the main they are sorted out. They have regularly rung me back and updated me. They have refunded the cost of my calls and compensated me for downtime.
RandomAgent3, who I do not know, has suddenly appeared and given info which will be of use to many when trying to sort out problems. He should be treated with respect - if not I can not imagine that he will stay long. Then we will all be losers.
Keith
I'm very gratfull for any Orange staff giving up there free time to help out here, perhaps Orange could develope this further, perhaps have a paid team that is dedicated to following up the problems found on this forum, folk post here as a last resort, not to Knock Orange (I have been with them since they come to the UK) it would be a dam good oppertunaty for Orange to be seen to be doing something radical.
I got an email from Gemma at Orange today saying they were sorry but they dont have the facilities to make phone calls to customers......what b****x that is, in a modern office with no phones....shame on Orange.
they go on to ask me to detail my problems, I gave them full details on my first complaint, why was this not acted on? so I have sent it to them again............then I read that I should ring the call centre again, calling Bombay makes me angry it really does.
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
