sujet Re: Re : Personal details dans mes services Orange

No internet connection

Cathy131 — Mon, 05 Jan 2026 11:07:51 GMT

I have returned from being absent over the holiday period, reconnected my Livebox but cannot access the internet.

The QR code links to an app that I can’t download as I have no internet connection. What to do?

Re : No internet connection

Kévin_L — Mon, 05 Jan 2026 11:16:52 GMT

Hello @Cathy131,

In order to access your file, I invite you to provide me with your contact details (last name, first name, landline number, full postal address, mobile number), by private message, by clicking on the following button:

Awaiting your return, I wish you a good day.

Kévin

Re: Re : No internet connection

Cathy131 — Mon, 05 Jan 2026 14:43:34 GMT

Cannot send details as I have no internet connection. That’s the problem!

Re : Personal details

Kévin_L — Mon, 05 Jan 2026 14:57:34 GMT

@Cathy131,

Thank you for providing me with your contact details in private.

👉 Could you please confirm if your Livebox is currently on ?

Kévin

Re: Re : Personal details

Cathy131 — Mon, 05 Jan 2026 15:33:06 GMT

Yes. It is displaying a QR code (which takes me to website that I can’t access) and a blinking white light.

Re: Re : Personal details

Kévin_L — Mon, 05 Jan 2026 15:49:59 GMT

@Cathy131,

👉 Can you confirm that your connections are correct ?

💡 Here is a link to accompany you : Vérifier le branchement au réseau de la Livebox S

👉 On which device are you currently writing to us ?

Kévin

Re: Re : Personal details

Cathy131 — Mon, 05 Jan 2026 16:19:21 GMT

I have all ready checked the connection - I have wifi but no internet.I am writing via my iPhone

Re: Re : Personal details

Cecile_M — Mon, 05 Jan 2026 18:50:37 GMT

🇫🇷 Re @Cathy131,

Votre Livebox semble éteinte ou avoir un problème d'alimentation.
Est-elle bien branchée en direct sur votre prise électrique (sans multiprise ni autres intermédiaire) ?

J'attends votre retour et reste à votre écoute.

Cécile

🇬🇧 Re @Cathy131,

Your Livebox appears to be switched off or having a power issue.
Is it properly plugged directly into your electrical socket (without any power strip or other intermediary)?

I await your response and remain at your disposal.

Cécile

Re: Re : Personal details

Cathy131 — Tue, 06 Jan 2026 09:43:43 GMT

Good morning Kevin

Are you still investigating the problem with my internet connection? The landline no. mentioned in my dossier is no longer operating since the fibre installation, several months ago.

Thank you for your continued attention

Re: Re : Personal details

MichelM_ — Tue, 06 Jan 2026 09:58:17 GMT

🇫🇷 Bonjour @Cathy131,

Pouvez-vous me dire si le voyant sur votre Livebox est allumé ?

Michel

🇬🇧 Hello @Cathy131,

Can you tell me if the light on your Livebox is on?

Michel

Re: Re : Personal details

Cathy131 — Tue, 06 Jan 2026 10:03:59 GMT

Yes. There is a blinking white light and a QR code on the display that takes me to an app that I can’t access without a connection to the server.

Re: Re : Personal details

MichelM_ — Tue, 06 Jan 2026 10:23:00 GMT

@Cathy131,

🇫🇷 Pouvez-vous me fournir des photos des branchements du câble optique sur votre Livebox et sur la prise murale.

🇬🇧 Can you provide me with photos of the optical cable connections on your Livebox and on the wall socket.

Michel

Re: Re : Personal details

Cathy131 — Tue, 06 Jan 2026 10:44:32 GMT

I am currently not at home but will send photos on my return.

Re: Re : Personal details

Cathy131 — Tue, 06 Jan 2026 16:36:17 GMT

I have sent photos.

I have not touched any of the connections except the power plug which I put back in the socket on my return,

On previous occasions, the box has connected automatically without any intervention on my part.

I have followed all expert advice such as disconnecting, waiting for another start up, and pressing the reset button but nothing has made any difference,

It is now 8 days since I have been unable to access the internet and server so I am very unhappy with the situation and frustrated as to what to do next.

Re: Re : Personal details

FranckV_ — Tue, 06 Jan 2026 16:48:17 GMT

🇫🇷 @Cathy131,

Je vous propose d'effectuer un échange de votre Livebox.

Pourriez-vous m'indiquer le point relais que vous préférez parmi la liste ci-dessous ?

• Mini market
140 AVENUE AUGUSTE RENOIR
06520 GRASSE
• PRESSING DES MOUSQUETTES
48 ROUTE D OPIO
06740 CHATEAUNEUF GRASSE
• CARREFOUR MARKET
1 CC FONT-NEUVE
06650 OPIO
• TCG SPHERE
2 ROUTE DE NICE
06650 OPIO
• MR BRICOLAGE
2 ROUTE DE NICE
06650 LE ROURET

En attente de votre retour.

🇬🇧 @Cathy131,

I suggest exchanging your Livebox.

Could you please indicate which collection point you prefer from the list below?

• Mini market
140 AVENUE AUGUSTE RENOIR
06520 GRASSE
• PRESSING DES MOUSQUETTES
48 ROUTE D OPIO
06740 CHATEAUNEUF GRASSE
• CARREFOUR MARKET
1 CC FONT-NEUVE
06650 OPIO
• TCG SPHERE
2 ROUTE DE NICE
06650 OPIO
• MR BRICOLAGE
2 ROUTE DE NICE
06650 LE ROURET

Awaiting your response.

Franck

Re: Re : Personal details

Cathy131 — Tue, 06 Jan 2026 17:16:34 GMT

Thank you.

The most convenient for me is the Mini market at 140 ave Auguste Renoir.

A couple of questions - will I have to pay for a new box, am I able to install it myself?

Re: Re : Personal details

Rachid_O — Tue, 06 Jan 2026 17:35:42 GMT

🇫🇷 Bonsoir @Cecile_M,

Je vous remercie pour votre retour.

Je tiens à vous rassurer, vous n'avez rien à payer pour ce changement de Livebox.

Concernant l'installation de celle-ci, on se fera un plaisir de vous accompagner lorsque vous l'aurez reçu.

Vous serez prévenu de l'arrivée de votre nouvel équipement par SMS. Elle sera disponible à partis du jeudi 8 Ranvier.

Il vous suffira d'apporter votre ancien materiel au meme point relais qui s'occupera de nous le restituer.

🇬🇧 Good evening @Cecile_M,

Thank you for your feedback.

I would like to reassure you that you have nothing to pay for this Livebox change.

Regarding its installation, we will be happy to assist you once you have received it.

You will be notified of the arrival of your new equipment by SMS. It will be available from Thursday, 8th January.

You will only need to drop off the old equipment at the same collection point. They will take care of returning it to us.

I remain available and, in the meantime, I wish you a pleasant evening.

Rachid

Re: Re : Personal details

Cathy131 — Tue, 06 Jan 2026 18:00:32 GMT

Thank you for your reassurance.

Let’s hope that this will prove to be the solution.

Should I need further assistance, I will contact you.

Kind regards

Re: Re : Personal details

Rachid_O — Tue, 06 Jan 2026 18:11:30 GMT

@Cathy131,

Merci pour votre retour.

J'en suis sûr.😃

Dans tous les cas, on reste disponible pour vous accompagner !

En attendant, je vous souhaite une bonne soirée.

Rachid

Re: Re : Personal details

Cathy131 — Wed, 07 Jan 2026 13:38:48 GMT

Good news?!
My Livebox has come back to life suddenly.

Although it is still displaying ‘nous y sommes presque…’ and the loading bar is still not complete, the orange light is on, and all seems to be working.

Fingers crossed that I will not need to exchange. I’ll keep you informed so please don’t cancel the delivery of a new box just yet.

Many thanks