I have finally received my Orange livebox and broadband set up pack after registering in Nov 2006.
A friend has tried to help me set up the livebox so that I can connect my laptop and surf the internet and use email.
He followed the instructions provided with the equipment and connected my laptop with an Ethernet cable to begin with (he said it's easier to set up a wired conection first and then configue wireless). Anyway after several attempts and no success we phoned Orange technical support.
The guy was very helpful and talked my friend through the set up process but after several (more) attempts we still could not make a connection through the livebox. The technical guy tested the line and the box from his end and said that the box keeps dropping the signal.
I am so frustrated. All I want to do is use my new laptop. Why is it so difficult? Orange provide instructions which if followed should get you up and running - just like that.
Can anyone tell me what we can do to make the thing work?
What are the state of the various lights on the Livebox?
Can you ping 192.168.1.1 from dos cmd window. If not can you ping 127.0.0.1 from dos cmd window.
Can you get into the Livebox configuration menus?
The @ light flashes rapidly and the wiireless broadcat or signal light pulses. Once or twice when on the phone with technical support the @ light merely pulsed slowly which he seemed to think was a good thing.
Yes we can get to the configuration file. We had a message like Synchropnisation in progress but whatever was progressing never completed.
We didn't do a ping. I'll ask my friend to do that for me. What does that do?
The @ light flashes rapidly and the wiireless broadcat or signal light pulses.
The @ light should be on and not flashing. Flashing means you have a connection problem.
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Yes we can get to the configuration file.
Thats good it indicates that your pc is communicating with the livebox. Ensure that you are connected by wire instead of wireless. Go back into the livebox config menus click on MY Services and then Internet. Enter your logon and password and click on Validate. I do not know if you have already done this.
Yes, we have been into Configuration and tried to Validate but nothing changes. It just says Synchronisation in progress, but there seems to be no progress.
We have used wire but it still doesn't work. How can we tell if the problem is with a) orange b) the telephone wire or c) the live box?
Ok from the sounds of that it's an intermittant sync fault, the light going slow sometimes when on the phone suggests possibly a setup problem or line fault.
Have you tried connecting the livebox to the master phone socket? Even better if you can take off the lower section of the socket to try the test socket inside.
Also check and make sure everything on the line is filtered and they're ok, try each filter one at a time on the master socket without anything else connected on the line but the livebox. If it's still the same at that point it's more likely to be a problem on the line or at the exchange so then you'd need to get Orange to do a line test for this.
Sounds to me like wrong passsword or username entered.
That could be the case but the "@" light flashing quickly most of the time indicates it's having trouble with the signal which correcting the username and password will not fix. As it slows sometimes when on the phone, the phone in effect stabilising the signal, it points to a line problem (can be anywhere from the socket to the exchange) or a problem with how it's been setup like something unfiltered, bad extension cable or socket or a faulty filter.
I've spoken to Orange and after waiting for over 10 minutes I was told that because the status was link down means that there is a problem on the line. The support man said he's made a request to BT to check the line and that the result should be known in 48 hours. But if the phone works okay doesn't that mean the line is okay?
We have put filters on both the sockets in the house that have phone lines (we haven't put filers in sockets that don't have phones connected).
I have connected the livebox to the master phone socket and the result on the livebox is still the same.
I've spoken to Orange and after waiting for over 10 minutes I was told that because the status was link down means that there is a problem on the line. But if the phone works okay doesn't that mean the line is okay?
Common misconception with broadband. The phone and ADSL are seperate signals that happen to run through the same cable. The phone system is pretty old now and it's gotten pretty reliable, usually the phone itself is the last thing to go when there's real problems with the line. The broadband however is pretty new and they keep pushing the limits up so you can get higher speeds. This means the ADSL signal is that much more suspetable to bad joints, poor cabling, loose wires, the higher the speed put down the wire the easier it is for something to interfere with it.
When they say line test, line fault and such it's always a little misleading. It could be something in the exchange itself, or even the hardware to put the signal on your line. This usually gets all lumped together so it's simpler and anyway the line tests check a whole host of things to see if there's a problem not just the line itself and what's going up or down it.
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We have put filters on both the sockets in the house that have phone lines (we haven't put filers in sockets that don't have phones connected).
Good, from that sounds like a normal setup.
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I have connected the livebox to the master phone socket and the result on the livebox is still the same.
If you tried just the livebox by itself without the phones connected to the line then that would indicate either a line problem or the livebox itself, the slow flash you got before means the livebox does seem to work and it's more likely to be the line at the moment.
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Does everyone have this much trouble?
Usuaully, no but things go wrong with technology all the time.
I've spoken to Orange and after waiting for over 10 minutes I was told that because the status was link down means that there is a problem on the line. The support man said he's made a request to BT to check the line and that the result should be known in 48 hours. But if the phone works okay doesn't that mean the line is okay?
We have put filters on both the sockets in the house that have phone lines (we haven't put filers in sockets that don't have phones connected).
I have connected the livebox to the master phone socket and the result on the livebox is still the same.
Does everyone have this much trouble?
I had that problem for about 4 weeks mate. I really feel for you as Orange are gonna f**k you right off over the next few weeks. all they kept telling me was that it was a fault on the line and give it 5 days etc. they just didnt have a clue.
I was lucky that my contract was up so i could leave.
I have been in the exact same boat as you, and despite about 10 phone calls to Orange's hopeless technical support line, cannot make progress. having received the results of my line test from Orange, about 2 days after they said i would receive them, and after i had already made my own line enquiries with BT, they told me there was no line fault and it was an equipment set up issue (i.e. I have to listen to people asking me such basic things as whether it's plugged in to the wall or if the filter is connected.) However by accessing the configuration.adsl page on my computer it still says "Link Down". This has been the case for about 4 weeks, so I have never been able to access internet and am sure I will soon be charged for my first month of access. I'm really at a loss as to what to do. Any suggestions gratefully received.
Have you checked the basic cable setup? (no, really please bear with me). You will have been asked to do a factory reset no doubt. If you took out all the cables, many times the RJ11 cable is plugged back into the wrong socket on the Livebox (lb). To check this....turn the lb on it's side and note where the black power cable plugs in. The RJ11 cable MUST be plugged in directly next to the power cable. (The RJ11 is the cable that goes from the lb to the filter).
Rarely (but it does happen) the RJ11 itself can fail, so replace this if you can or request Orange send you one FOC.
Is the lb into a BT master socket (usually found in a hallway/lounge)? If not try from there.
What you are seeking is either a slow flashing @ light, (awaiting a un & pw) or solid @ light (connected). Note, the 'factory reset' process wipes out your un & pw details so you may need to enter these again.
BT will NOT check your line for BB. They will insist you contact your ISP to be escalated to BT Wholesale. This is because BT have no contractural responsibility to test your BB line directly.
Thank you all for your help. My friend had another go at setting up my wireless broadband and this time it worked. He did nothing different to what he had done before but when he switched on the livebox it had a signal and passed it on to my laptop. Whether the line test jiggled something and got things working I'm not sure. Anyway it is now working. Fingers crossed it keeps going.
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