Orange Broadband Techie problem -HELP!

abc123456

My wireless Orange broadband unit is connected to the same BT socket as my SKY TV. There is an ADSL filter.

I cannot get the broadband to work most of the time, and when I do, if someone makes a telephone call to me (BT), the broadband goes off.

This has happened since I got the broadband 4 months ago. I have spent about 100 minutes to the Orange helpdesk at 50 pence per minute, but cannot get an accurate response from them as to what may be happening.

Any suggestions, or has anyone else had this same problem?

Any help or advice greatly appreciated.

e00c

the socket the phone is plugged into... is there a filter there too?

macman

Swap all the filters in turn with known good ones-one may have gone bad. Has every phone socket in the house got an ADSL filter on it?
Is your Orange Livebox near to your Sky box? If so, move them apart and restest-and test with the Sky box unplugged and disconnected. The two may be interfering with each other.
When you say the bb does not work, please be more specific-what error message do you get when trying to connect? Try connecting temporarily by ethernet cable plugged into your Livebox-if this works OK, then the problem is just the wireless connection from the Livebox.

abc123456

e00c wrote: »

the socket the phone is plugged into... is there a filter there too?

Yes there is a filter on that socket.

abc123456

macman wrote: »

Swap all the filters in turn with known good ones-one may have gone bad. Has every phone socket in the house got an ADSL filter on it?
Is your Orange Livebox near to your Sky box? If so, move them apart and restest-and test with the Sky box unplugged and disconnected. The two may be interfering with each other.
When you say the bb does not work, please be more specific-what error message do you get when trying to connect? Try connecting temporarily by ethernet cable plugged into your Livebox-if this works OK, then the problem is just the wireless connection from the Livebox.

I have 4 filters, all brand new and have tried every one in the socket.

There is one phone upstairs which has no filter.

The modem is on the other side of the house from the SKY box.

The only message which shows in the bottom bar of IE is "finding www.orange.co.uk" or similar to indicate that IE is looking for the homepage.

The wifi signal shows as excellent, but the "online" light on the modem does not light up. The only time it lights up is when there is an outgoing or incoming phone call, but the BB connection terminates when the call ends.

When a call is ongoing, the homepage can be accessed, but disconnects when the call disconnects...a mystery.

macman

Is the filter on the wall socket side of the splitter though? That's where you need to filter it, And are there filters on all of the other sockets? Every socket with an appliance on it needs a filter.
If all in place, remove each in turn and repalce with a known good filter, retesting your bb connection each time.
Then try the other things suggested above.

macman

Sorry, our posts crossed.
So why don't you put one of your spare filters on the phone upstairs? Every active socket needs an ADSL filter, be it phone, fax, Skybox etc. Without them it won't work properly.
Try it and restest.

macman

PS: if still no luck, can you move the router to the laptop/PC and connect by ethernet as mentioned above? You need to eliminate each area in turn.

abc123456

macman wrote: »

PS: if still no luck, can you move the router to the laptop/PC and connect by ethernet as mentioned above? You need to eliminate each area in turn.

I will try the filters on eah of the sockets.

One thing I did do was to connect the laptop directy to the Orange box with the ethernet cable, and that made no difference whatsoever.

macman

OK, you've eliminated any problem with the wireless link then. But this is now irrelevant after what you said in post 5-if you haven't had filters on every socket, it's never going to have worked properly. The phone and ADSL signals need to be separated, which is the function of the filter. If not, when the phone rings it will break or disrupt the data stream.
I don't understand how you could have been on the phone to Orange for nearly 2 hours and they didn't ask you if all your sockets were filtered-it's normally the first question they ask.

abc123456

macman wrote: »

OK, you've eliminated any problem with the wireless link then. But this is now irrelevant after what you said in post 5-if you haven't had filters on every socket, it's never going to have worked properly. The phone and ADSL signals need to be separated, which is the function of the filter. If not, when the phone rings it will break or disrupt the data stream.
I don't understand how you could have been on the phone to Orange for nearly 2 hours and they didn't ask you if all your sockets were filtered-it's normally the first question they ask.

I have been on the phone to Orange for about 6 hours in total, over 16 calls to date. never once have they said to fit filters to my other sockets.

What I cannot understand is the broadband does not connect unless I open the phone line by calling, for example my mobile. It does not work when the phone line is not being used.
I will go out today to buy another filter to cover all sockets now. Thanks for your advice.