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[#1]

Hi

My internet is down. Support did some tests and the Livebox 4 was reset several time. Nothing helped. I got the advice to go to and Orange shop to test the box since the guy on support insisted it was a problem with the box and not the line. He would call me back 30 min later but never did.

The box is ok, everything work as normal in the Orange shop. 

The box starts as normal most of the time but sometimes the display show an internet failure. I can connect it by wifi and cable with problem. When running the "ping"-command against "orange.fr" I get some packages through but 50-70% loss which makes internet unavailble.

There is a problem with the line obviously but the guy on support insist it is not. What to do now?

Tried to call the english speaking support again but conveniently enought they close at 5pm. 

[#2]

Hi, i' m french, but i wil attemp to help u.

Because service cutomer Orange is the worst service ever the world (in french, so inn english) .

Well, yes your box is fully fonctionnal like 99.9% of the livebox.

is it the first conextion to ADSL from your house?

Have you delete/extracte the old filter phone? (for old phhone comunication) 

Usualy erros comes with this old filter and must be delete.

[#3]

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@bebert0712  a écrit :

Hi, i' m french, but i wil attemp to help u.

Because service cutomer Orange is the worst service ever the world (in french, so inn english) .

Well, yes your box is fully fonctionnal like 99.9% of the livebox.

is it the first conextion to ADSL from your house?

Have you delete/extracte the old filter phone? (for old phhone comunication) 

Usualy erros comes with this old filter and must be delete.

---

The internet was working fine yesterday and since 2-3 months ago when it was intalled. This started this morning (forgot to write that).

There is no filter phone.

[#4]

You need too, check your plug Phone wall's. If have a good connectors.

Filter is usualy add (in the old time) in these wall plug!

Old and useless filter is like tis picture

remove it if you found one

[#5]

Hum, ok, so not a filter or a fresh setup/instalation

[#6]

Do u use CPL extender?  Can be the raison. Attemp to re syncronize/reset otherwise. Can be resolve it.

[#7]

Look your DNS in your box and on your ethernet IP config. Must be identical

[#8]

Maybe I misunderstood something, filter or not filter etc. 

History: 

Orange was here in July and fixed some connection-problems in the building, this is a new building and the cables into the appartement was not correctly connected. He then did the setup of the Livebox and configured it. It has worked properly since then until this morning. Yesterday too was without problems.

Today:

Everything started this morning.

I was at the orange-store today on recommndation from support and checked the box, it started and worked excellent, browsing on the internet was as expected. I don't belive there is something wrong in the appartement, there is something with the orange lines.

Someone commented the support, I tend to agree the Orange support is not amongs the best customer friendly companies. Orange support told they will call back in 30 minutes and I have not heard from them since, five hours ago. I have worked with computers, network and support for +30 years and it is not the way to treat customers.

The "ping"-command is an excellent command to test network connections, when support asks "what is that" I am a bit conserned.

[#9]

Morning !

For testing if the problem is within the boundary of Orange(tm) or is within yours, please, locate first the telecom line entry device called in France DTI (Dispositif de Terminaison Interne, or "internal terminal device"). the name DTI shall be labeled/printed/molded on it.

If you don't have one... your installation is quite "very old" (just to stay polite...). Here you may need physical intervention on the line to perform full diagnostic, up to a full line replacement with a DTI installation.

if you have one...

Then unplug everything from the phone line(s) in the house.

Go to your DTI... plug your livebox with good cables in the test port of the DTI. The part of the line which is of your resonsability will be disconnected when using the test port. Please note that this test port is only build for temporary use and don't have the reliability of regular plugs. Do not use any voice phone filter , or any "piggy back" plugs.

test your box...

If OK : the line from DTI to last  home plug(s) has to be reviewed. It's a work for your electrician. Or for Orange if you can afford the bill for "private repair" not "corporate one". You can also do repair by yourself if you know exactly what you're doing.

If not OK : the defect is on Orange(tm) side. If the box and all the cables you're using have been tested in a shop... it is the line , electrically or mechanically, which shall be mended in a way or another.

Regards,

Hop!

Eric.

[#10]

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@Eric_Le_Grompf  a écrit :

Morning !

For testing if the problem is within the boundary of Orange(tm) or is within yours, please, locate first the telecom line entry device called in France DTI (Dispositif de Terminaison Interne, or "internal terminal device"). the name DTI shall be labeled/printed/molded on it.

If you don't have one... your installation is quite "very old" (just to stay polite...). Here you may need physical intervention on the line to perform full diagnostic, up to a full line replacement with a DTI installation.

if you have one...

Then unplug everything from the phone line(s) in the house.

Go to your DTI... plug your livebox with good cables in the test port of the DTI. The part of the line which is of your resonsability will be disconnected when using the test port. Please note that this test port is only build for temporary use and don't have the reliability of regular plugs. Do not use any voice phone filter , or any "piggy back" plugs.

test your box...

If OK : the line from DTI to last  home plug(s) has to be reviewed. It's a work for your electrician. Or for Orange if you can afford the bill for "private repair" not "corporate one". You can also do repair by yourself if you know exactly what you're doing.

If not OK : the defect is on Orange(tm) side. If the box and all the cables you're using have been tested in a shop... it is the line , electrically or mechanically, which shall be mended in a way or another.

Regards,

Hop!

Eric.

---

Hi,

Good idea to use the DTI test plug. I did and it failed there too.

Today I have used 1-2 hours on the phone and I have been to the Orange store and switched the Livebox even the one I had was tested and verified to work perfect yesterday in the store. Still the same problem.

As I said yesterday to them, this is an Orange lineproblem they finally agreed and will send an engineer on Monday.

Hopefully they will locate the error then.