<Livebox Issues? ~ ...if only I had found this forum before.......
Tinners
Posted: Thu Nov 16, 2006 7:54 pm
Joined: 10 Nov 2006Posts: 42Location: Kent
RandomAgent3 wrote:
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
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
...repair in progress
keeps fingers crossed
I ran the recovery programe all went well, but I still have the fast flashing @light............
it would seem that my complaing is getting through, I have just recieve a second email from Orange.............have I changed the filters bla bla bla
but they did add that the fault team does phone the customer with the results of the line tests, so on each of my line tests have I not got a call, perhaps the first email was right in saying that they have no provision to make out going calls? charges up Orange mobile phone for a deluge of calls.....drums fingers
I got a couple of phone backs and they couldn't help me (after contacting BT and having them look at the line they told me that BT said there was no fault they could see). However, the guy - a fella named Tony Hillier - said he'd call me back.... AND DIDN'T.
I have now recieved a 4th email asking me to contact (I think) the Bombay call centre to arange a Engineer visit, has anyone ever had one and is it free?
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
BT are responsible for wires up to main phone socket. If it's their fault it will be free. If it is your wires with fault they will charge. The call out charge will be £55 + vat.
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
So why can not Orange staff do this for every customer ?
We ALL deserve the same quality of service don't we ?
You imply that I do not treat Random with respect !
I simply highlighted the problems of someone not having a BB connection for 7 weeks and asked is this good enough ! Do you think it is ?
I presume that if you yourself had been down for 7weeks, or longer as others have, you would not be singing their praises.
Well my compliant to ISPA seems to have drawn a blank, looks like tomorrow I will have to call Bombay again and change my filters, point my Livebox to the Pole star, stand on one leg and pray again. oh when will they do something, like enable ADSL on my line, that may help I think.
I call Bombay again this morning, 35 minutes to get through only to be told I had the wrong department.......called the same number again, could not make him understand that I was not going to call back in 48 hours, I gave up there is only so much stupidaty one can take.......
...at last I have now spoken to the fault management team and the geezer was brill, once I told him not to ask me to change filters, he understood the problem, said yes there is a line fault, he put me on hold and contacted BT for a progress report.......there was no progress! so BT have now agreed with the fault team at Orange that a BT engineer will visit me tomorrow (thursday 23rd) they will trace the fault back from my BT socket and they have said that the fault will be corrected between 1 and 3:30pm. we shall see! (no mention of waiting 48 hours)
I must say it was a pleasure talking to the Orange fault geezer, he was happy to listen to my problems and take action himself and not just make notes on my file, now why oh why did Bombay not do this after my second 48hour line check? Perhaps I'll get connected before I get a reply from the ISPA..........lot of use they were.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Tinners wrote:
I must say it was a pleasure talking to the Orange fault geezer, he was happy to listen to my problems and take action himself and not just make notes on my file, now why oh why did Bombay not do this after my second 48hour line check? Perhaps I'll get connected before I get a reply from the ISPA..........lot of use they were.
Well done you've cracked the system. I am sure that it will be sorted now. The difficulty is breaking past first line support. I'm sure that first line support do a good job dealing with people who do not even know their user name and password.
I suppose that I have been lucky in that the staff I have spoken to have helped me out.
Like all organisations there are good and bad employees.
Keith
Is it you that has been lucky or is it these people that have been unlucky?
Think about how many customers Orange have, then think about the members of this forum, now negate the members which have praised Orange, the members that don't post and the members that work for Orange.
I think this whole thing is a case of 'you only hear the bad'.
People don't shout about how amazingly well something has been going or how non-problematic and fast some installation was done.
Not a rant at you Keith, your post was just a good starting point
I call Bombay again this morning, 35 minutes to get through only to be told I had the wrong department.......called the same number again, could not make him understand that I was not going to call back in 48 hours, I gave up there is only so much stupidaty one can take.......
...at last I have now spoken to the fault management team and the geezer was brill, once I told him not to ask me to change filters, he understood the problem, said yes there is a line fault, he put me on hold and contacted BT for a progress report.......there was no progress! so BT have now agreed with the fault team at Orangethat a BT engineer will visit me tomorrow (thursday 23rd) they will trace the fault back from my BT socket and they have said that the fault will be corrected between 1 and 3:30pm.Hi Tinners just wondering how he could say the fault WILL be corrected between 1 and 3.30 when (A) he does not know when the BT guy will arrive, and (B) does not know the extent of the problem or the work involved in correcting any fault found . Has he a crystal ball? hope it's not more Orange smoke and mirrors for your sake as you say! we shall see! (no mention of waiting 48 hours)
I must say it was a pleasure talking to the Orange fault geezer, he was happy to listen to my problems and take action himself and not just make notes on my file, now why oh why did Bombay not do this after my second 48hour line check? Perhaps I'll get connected before I get a reply from the ISPA..........lot of use they were.
I'll look out for your post tomorrow evening with the results. Hope it is all fixed for you.
Greetings fellow Orange broadband users!!
All is well!
Just a recap......BT called this morning to ask if they could come around at 11am not 1pm, which suited me better, he plugged in the test modem then his laptop......."you have no broadband Sir!"........well I'll go to the foot of our stairs!!! I never knew that LOL! he used a simple BTvoyager100 modem that I used to check it, but would Orange listen...? BT man told me that Orange are saying that I have been online, (with a piece of string and 2 bean cans?) so off he trotts to the exchange and gives me a call, someone had forgotten to turn me on (Oooooh I say!)
So here I am, well pleased and many thanks to the folk from Orange who have helped me on here in there own free time, if it had not been for there calm advice I would be on NTL by now, to fellow suffers, dont give up and thanks for all the posts! and to ADMIN......your Forum does the trick, TA!
What have I learnt? well I would advise anyone in the same boat as me is to not call the Bombay hotline more than twice, then borrow, beg, steal and internet connection and find the Orange help page and put your complaint there, at least they reply ASAP and will put things in motion, or phone the customer care and make out you want to cancel and get a refund......then give them the soft flannel about really wanting to stay and ask them what they can do.....you will now get access to the fault team, who intern have access to BT fault management........cunning erh!!
Oh can anyone tell me if I can change my email address? as it stands its;
paul@paulxxxxxxx. orangehome. co.uk does my full name have to appear after the @ sign (its not flashing by the way!!)
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Tinners wrote:
What have I learnt? well I would advise anyone in the same boat as me is to not call the Bombay hotline more than twice, then borrow, beg, steal and internet connection and find the Orange help page and put your complaint there, at least they reply ASAP and will put things in motion, or phone the customer care and make out you want to cancel and get a refund......then give them the soft flannel about really wanting to stay and ask them what they can do.....you will now get access to the fault team, who intern have access to BT fault management........cunning erh!!
Good advice - I would expect first line CS to have worked out what the problem was. They always keep on about line tests, surely that includes checking whether BB is on the line.
For fast flashing @ check the following:
# No broadband on line
Install USB modem to ensure line ok
OR
Login bt_test_user@fs password 123abc
# Have they closed your account
Can you log onto members centre
# Unfiltered phone
# Is Livebox installed correctly
Re-install
Factory reset Livebox
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