Here in sunny Rochdale yesterday afternoon we were hit by a tremendous lightning strike which produced a spark and a funny smell from the Livebox and it wasn't from the sausages that my son was cooking at the time. Since then the @ light has been flashing rapidly which I think indicates a Syncronisation problem and when I log into the Livebox the status reads LINK DOWN. Obviously I can't load any webpages or do anything using the Livebox but all my computers ( 1 PC and 2 Laptops ) which are all connected wirelessly say that they are connected OK to the wireless network.
Before I ring the Orange tech support I have tried powering down the Livebox several times, switched filters, unplugged all phones and external devices (Sky+ box) from the filter so that the Livebox is the only device connected directly to the BT master socket but still no joy. The phone line is OK and working.
Is it worth doing a full factory reset, which is the only thing that I haven't tried yet or do you think that the Livebox is as good as dead. If this is the case will Orange replace the box or am I not covered for acts of god like lightning strikes? Also if I do a factory reset will I lose all of my config settings such as port forwarding and if so do I need to save the config file onto my PC and then restore these settings once I get a working box.
Here in sunny Rochdale yesterday afternoon we were hit by a tremendous lightning strike which produced a spark and a funny smell from the Livebox and it wasn't from the sausages that my son was cooking at the time. Since then the @ light has been flashing rapidly which I think indicates a Syncronisation problem and when I log into the Livebox the status reads LINK DOWN. Obviously I can't load any webpages or do anything using the Livebox but all my computers ( 1 PC and 2 Laptops ) which are all connected wirelessly say that they are connected OK to the wireless network.
Before I ring the Orange tech support I have tried powering down the Livebox several times, switched filters, unplugged all phones and external devices (Sky+ box) from the filter so that the Livebox is the only device connected directly to the BT master socket but still no joy. The phone line is OK and working.
Is it worth doing a full factory reset, which is the only thing that I haven't tried yet or do you think that the Livebox is as good as dead. If this is the case will Orange replace the box or am I not covered for acts of god like lightning strikes? Also if I do a factory reset will I lose all of my config settings such as port forwarding and if so do I need to save the config file onto my PC and then restore these settings once I get a working box.
Sorry It was the first couple of sentences especially the sausages
You could try grilling the livebox next time instead of frying
OK thanks. Could be a job for George Foreman then?
BTW box still not working even after they have supposedly carried out a line check today which I very much doubt they have. They have said that they will do a more detailed (yeah, right, whateva) line check tomorrow which the Mumbai CS guy said would sort it out once and for all. I told him that I would show my arse on the Town Hall steps if it does. I don't think he understood what I was talking about !!
Talk about stringing it out, these guys are experts. Pity they are totally useless and inept and can't fix my LINK DOWN problem for me.
Let me know how this goes, i think my friends livebox seemed to have blown up in a storm we had here too.
Spoke to the wonderful Orange Tech Support again last night only to be told that the LINK DOWN fault is with my line because all of the lights on the Livebox look OK even though the @ light is still flashing rapidly which indicates that the broadband signal is not getting to the box from their servers. They also told me that the fault could take up to 5 days to get sorted and that they had downgraded my line to 2meg from 4meg as my line can no longer support the 4meg which I have received trouble free for the last 12 months.
I think they are simply stringing this out for as long as they can without actually doing anything for me in correcting this problem I even asked to speak to a team leader about this but surprise surprise they were all busy and one would ring me back in 2 hours. Needless to say that they didn't ring back. I am usually a fairly placid person but they are pushing me to the limit now and I could snap any day now
When you get it working, buy a telephone line surge protector. A relative's telegraph pole was struck by lighting which melted their phone and sent ball lightning down the hall and out the back of the house, after that I fitted surge protectors to mains and phome line!
Shaun
Spoke to the wonderful Orange Tech Support again last night only to be told that the LINK DOWN fault is with my line because all of the lights on the Livebox look OK even though the @ light is still flashing rapidly which indicates that the broadband signal is not getting to the box from their servers.
This is the normal conclusion to getting those lights and the Link Down message. In that respect it's acting like any working livebox with a line fault.
You may want a surge protector that also protects the phone line
Thanks, good advice
For info I rang the unhelpful desk again last night after 5 days for the results of my line test that I ordered last Wednesday only to be told that there was no record of a line test having been carried out on my account. I spoke to a "floor supervisor" who was no more helpful than the assistant I had spoken to previously and all he could tell me was that I now have to wait another 24-48 hours whilst the problem with the line is investigated.
The guys in Bombay are following procedure and cannot get it into their heads that this is 'non-standard' fault condition - common sense SHOULD prevail, it's broken!!!!! Are you out of contract? If so, make some noises about canceling the account and you will be passed to the care team. The care team can then offer you a 'technical call back', to be done within 48hrs.
There is a VERY small tech dept within the care team that has full authority to replace hardware, run proper line tests (not the one's you have been fobbed-off with), DO call you back and WILL take ownership of a problem to resolution.
I can't tell you any more except to say I work somewhere inside Orange and this info is 100% reliable - you WILL get your problem sorted quickly, courteously and in the UK!
Oh, if you are in contract, mention you are willing to pay a cancellation fee to leave and they will help you as above. Shhhh!
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I even asked to speak to a team leader about this but surprise surprise they were all busy and one would ring me back in 2 hours. Needless to say that they didn't ring back. I am usually a fairly placid person but they are pushing me to the limit now and I could snap any day now
