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[#1]

Since more that 15 days I changed the TV decoder with the new TV 4

Still I can't start to use it cause I got the error "S78 - 01 - problème de contròle d'accès. etc ..."

Please Orange, contact me to resolve the issue cause I can't use my TV service

Best regards.

[#2]

bonsoir @icarrara

la carte virtuelle n'est pas encore activée

attendre à partir de demain le passage d'un webconseiller

bonne soirée

[#3]

Good evening, @icarrara

It must be the access card (the one inside the TV decoder) that is not activated yet.
If you believe your card has already been activated, please either use the contact form or the chatting service. You may give them a call at 3900 as well by telling them that you've recently switched your old decoder with the new TV 4 one, and by giving them the error code.
They might be able to check network stability and identify the issue.

Warmest regards.

[#4]

Dear friends, thank you for your replies and comments

I got the new devices since almost 20 days ago and no one in the boutique told me that I have to activate some cards...

I switched the decoder on and off so many times but still I get the same error code

I'm out of my home actually cause my job and the TV decoder is switched off right now

In the meantime the ADSL and thelephone by Internet are working well

Hoping in some more helps !

Ivano C.

[#5]

Mr Carrara,

To complete the information I've given you before, the error code S78-01 is about the impossibility for you TV decoder to access the connection platform.

It basically means your TV decoder is unable to connect to Orange for whatever reason.

You normally have to wait up to three days after your subscription has been validated to receive TV channels.
This does not apply to you as you said the procedure is done by 20 days now.

However, I do suggest you to reboot your Livebox 4 modem. This will reset the TV decoder access as well as both platforms are communicating altogether.

If that doesn't work, it's either the card that might be faulty, or your subscription that is incomplete at the time being.

As stated in a Orange support file regarding the error you get; "if you keep receiving this message, it means the TV decoder has not yet been linked to your internet subscription. It might need an in-person intervention"

I do suggest you call 3900 or directly go to an Orange shop near your location so you can describe your issue.
You may ask for another decoder if you want (in that case you may be due some fees, and you have to give Orange your old decoder)

Hope that helps,
Excellent evening and night.

[#6]

Dear @ThomasM10 ,

Thank you very much for your reply.

I'll try to reboot both devices again

In case the issue persists I hope Orange don't ask me for some money to change the decoder, since this can transform a technical issue in a legal issue :-)

Best regards,

Ivano C

[#7]

Mr Carrara,

Thank you for testing rebooting all of your devices again.
I really hope that works.

Would you please inform me if that did not solve your issue?

No worries, this problem needs further investigation so it can be solved. Orange would not ask you fees because the problem seems to be theirs.

However, I do suggest you this in the meantime:

Please turn on your TV decoder, and long press on the "TV minus" looking-like button on your decoder.

Long press for at least 5 seconds.
You will be brought to the decoder's firmware interface.

Then use your TV 4 decoder remote to navigate through the categories, and by selecting the last one "reinitialize"

The decoder will be reset to default values, acting as a factory reset.

You will be asked to go trough the initial setup again.

This might solve your access problem.
I really hope that will solve your issue, and

Would you please keep me updated on the situation?

Warmest regards.

[#8]

@icarrara 

I propose you my help.
Thank you for communicating me by private message your name, address and phone number.

Good day

Lisa-b

[#9]

Dear @ThomasM10 

I tried to turn on my TV decoder, and long press on the "TV minus" looking-like button.

On the decoder's firmware interface I used my TV 4 decoder remote to navigate through the categories, and selected the last one "reinitialize".

The decoder reset itself to default values and started a factory reset.

But still I got the below screen - at the same time no one from Orange is helping me.

Do you think that it is better if I start an action from my legal office ?

Thank you anyway for your help !

Ivano Carrara

[#10]

@Lisa-b I replied you via private email but you disappeared.

What is your role inside Orange ?

At today no one from Orange solved my problem but at the same time you debt my bank account for the TV service that I can't use

Please give me the official postal address of Orange's legal department.

Best regards,

Ivano Carrara