<Livebox Issues? ~ Livebox problems!! Orange customer service sucks!! HELP
sarahchick25
Posted: Sun Sep 07, 2008 8:09 pm
Joined: 07 Sep 2008Posts: 2
I have been a customer with Orange for over a year now and have never had any problems up until now, my livebox decided it did not want to work the internet light just keeps flashing all the time, tried resetting it and any other possible ways to get it going and had no luck.
I phoned Orange customer service with my problem and they talked me through some process and found that something called a ppp server was down (bearing in mind i am not a computer whizz) i was told that it would take 5 working days for the problem to be fixed, which did not sound too bad.
2 weeks later still no broadband so i phoned them again, now i am not being rude or anythiing but the people i spoke to on the phone can not speak very good english but from what i could make out they were still fixing the problem and was told to phone back, i phoned back the next day and spoke to the rudest person i have ever come across who told me it was not his problem and hung up on me, once again i had to phone back and ask to speak to the manager or supervisor to make a complaint and find out what was going on, again this person could not speak english but he told me he would take care of the problem and try and see what was happening with my livebox and would phone me back, a week has passed and still no phone call back, (how can he call himself a manager)
By this time i am gettiing fed up with ringing up a phone bill of god knows how much so i went into my local Orange shop, i spoke to a lady on the phone who spoke english and she told me that because the people i spoke to before are deaing with it there is nothing that she can do (apparently they have different departments) but she would send me out an Orange usb stick free of charge with me having a laptop (great something free of charge until my livebox works again!!!), 2 days later a package arrives only to find something called a speedtouch modem, i have a laptop and believe me this is useless for my laptop as i have now got wires trailing from every continent in my house and having kids its pointless, and its not the fastest connection in the world and keeps disconnecting.
If anyone is having the same problem or had the same problem please give me some sort of advice as to getting my livebox up and running again, as Orange have been as much use as a chocolate teapot.
Do a search on 'ppp server down', that will give you some background.
The good news is, if you hook up the speedtouch modem there is a very good chance it will clear the ppp server down problem and your livebox will no longer be a deadbox.
With regard to the India call centre, you can get round this by calling 0844 873 8586. option 1,4,2. Tell them that you are unable to understand pigeon English and ask to speak to a uk tech support agent.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
PPP SERVER DOWN
This is is generally a network/exchange fault.
First re-enter your username and password.
Others have solved this by installing another router or their Speedtouch 330 modem instead of Livebox - getting a connection - disconnecting - then going back to Livebox. There are several reports of this working. It appears that the network and Livebox jam up.
Others have also solved the problem by changing the normal settings:
I am currently on my second livebox (the first one just died completely back in Jan this year - took around 4 weeks to get a new one sent out, but that's another story!) and have started to experience a pretty weird problem.
Everything was working fine until around 3 or 4 weeks ago when my PC suddenly started losing it's connection to the livebox. As I have another PC upstairs with a wireless USB adapter I gave that a go and had exactly the same problem. So I gave Orange a call and advised of problems. Suffice to say I had to run through all their 'diagnostics', i.e. change the filter, factory reset etc, etc. Eventually they started to try and convince me that there was a problem with the network card, however as both the PCI and the USB (which is brand new) displayed the same problem I was having none of it. In the end I uninstalled the PCI card, reinstalled it and got a connection. This seemed to work for a couple of days until... yep - loss of connection again. A call to Orange again and guess what? They wanted to run all their 'diagnostics' again!!! At this point I started to lose it and demanded a line test, which they agreed to and said I would get a call back. Never got the call but strangely enough the connection was suddenly working fine again with no drop-outs!!!
Anyway that was a few days ago. Yesterday back to same problem again so I gave Orange a call this morning. They say that they have completed a line test and no problem with the line. Also as the @ light does not flash they say there is no problem with the livebox, so no replacement!!! I asked to speak to their contract cancellation department and they have agreed to send me a Siemens router to try.
I am not sure what the possible causes are for my connection problems, but I am certain Orange wouldn't tell me even if they knew it was something at their end or with the livebox!
Anyways here's hoping the Siemens works better. If not I will be requesting my MAC asap!!!
Hi, just wanted to say thank you for those who helped with suggestions on getting my livebox working again, i completly uninstalled anything to do with Orange on my laptop, then reinstalled it all again with a wired connection first and the box finally reset itself and is working wireless. I think when my contract ends i will be cancelling it straight away and finding another supplier.
I hope that if anyone else is having the same problems as i was to try what i did to get it going again, it takes patience but got there in the end, relying on Orange to fix it is pointless, i am now trying to claim my call charges back for all the time i spent on the phone to them trying to reslove it, when they could have just told me to reinstall it again.
oh and by the way Orange STILL SUCKS!!!
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