I installed my Livebox in early December and have never managed to get it to receive calls to the telephone attached to it. I can make out going calls and all other functions appear to be working correctly.
During several calls to Orange Help I have tried a different telephone, a different conversion wire from the Livebox to the telephone wire. The Livebox has been plugged into a different socket including the master where the line first enters the house.
I get the impression the fault is at the Orange end of the system but the Livebox may also be faulty. Has anyone come across this problem before or have any ideas how to solve it.
When someone tries to ring the phone connected to the Livebox from a BT landline they get a recorded message, "The service cannot be connected". When trying to ring in from an Orange mobile "No Connection" is displayed. Nothing ever reaches the point where anything flashes or rings in the house.
Ok if the phone light is on and you're sure the outgoing calls are going over the talk service then it's not likely to be the livebox itself, sounds to be more a backend issue. Has anyone at Orange mentioned the problem being escalated? If so then it's a matter of waiting, otherwise you're going to need to call them again so they can complete any needed checks and escalate it.
Thank you for reading my messages. I regularly make outgoing calls through the Livebox without any problem. Your mention of a 'backend issue' is presumably what one of my thoughts were - the red wire should be in the red hold and the black wire ....................
The problem was going to be escalated on 7 Dec but I think someone must have turned the escalator off! The same happened on 5 Jan so I suppose my problem might reach the top sometime but on my last call was told it should be within 48 hours. I think I will have to try to get put through to the escalation team if it hasn't been fixed within a week.
After spending the whole evening on the phone to tech support, i spoke to billing, and got them to de=register my livebox from talk and then immediately re-register it with a different number.
Result: fully working
It was a corrupted livebox VOIP setting in the original download that caused the problem.
Try it - you need to speak to supervisors and suggest this fix yourself as they wont offer it normally.
There are problems with that fix as it doesn't just turn it off and back on again, it initiates a bunch of other effects into the system which is why it's not a normal fix. Hopefully they took care of everything so nothing bad comes out of it, though only time will tell.
There are problems with that fix as it doesn't just turn it off and back on again, it initiates a bunch of other effects into the system which is why it's not a normal fix. Hopefully they took care of everything so nothing bad comes out of it, though only time will tell.
Only effect i can see at the moment is that my old phone number is still displayed on my member pages....
And the hour long call i made to ireland doesnt show up on my bill yet
You wouldn't normally see any other effects immediately, as I said only time will tell if they sorted it all out correctly. The process causes more problems and hastles then you'd expect which is why it's not normally done.
When someone tries to ring the phone connected to the Livebox from a BT landline they get a recorded message, "The service cannot be connected". When trying to ring in from an Orange mobile "No Connection" is displayed. Nothing ever reaches the point where anything flashes or rings in the house.
This is a standard Orange fault. I have same problem with same message. It took 3 complaints to ISPA for Orange to acknowledge that it was a problem at their end which their engineers in France were working on but as yet can not find a solution. In mid December Orange wrote me a letter to this effect. Almost 11 weeks from originally complaining to Orange and still no solution. Never mind, another two weeks and it will go to CISAS for adjudication. One things certain though is that its gonna be diffiicult for Orange to justify to CISAS that they can not fix the problem when many others have a fully functional Talk service. I have also kept records of all phone calls and correspondence with their head office and will be going for compensation as part of any adjudication. Hit them hard, complain to all the regulatory bodies and do so on a regular basis. Its the only way that Orange appears to sit up and listen.
I have the exact same problem, I have sent many emails and I've lost count of the phone calls. I have been told that my problem has been escalated about 5 times now, and each time I'm told that I should phone back in 48hrs to find out the result, but no result everytime. During the last call I was told that, as there was no reply from the escalation department, the problem can't be fixed. I did sugest that the service be deactivated and reactivated, but no one seemed to be able to do it.
Elhana, what do you mean by your statement, what bad things might happen?
Quote:
There are problems with that fix as it doesn't just turn it off and back on again, it initiates a bunch of other effects into the system which is why it's not a normal fix. Hopefully they took care of everything so nothing bad comes out of it, though only time will tell.
Hi
As mentioned before.
Recognised fault at Orange. Have letter to this effect saying fault happens with certain 0845 numbers and that problem is being ivestigated by their engineers in France. They go onto to say that as yet the engineers are unable to find a solution. You'd think they would stop issuing the problem numbers until a resolve. Awe inspiring, in it!!!!!
Elhana, what do you mean by your statement, what bad things might happen?
Well the main part is that the system automatically initiates the returning livebox procedure. If it's not sent back then it charges you for non-return. As this livebox isn't returned then it may also cause later on problems if you ever cancel and have to send it back then but I'm not certain on that point as I've not seen it get that far personally.
You won't believe this, but there is an Orange God out there somewhere and he has fixed my Livebox phone so that it now receives incoming calls. All we need now is for the Caller Line Identification to be sorted out properly. It shows up correctly on my daughter's computerised phone at work but on a BT phone it shows as International. Still I can live with that for a while now I can receive incoming calls.
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