Orange Broadband Techie problem -HELP!

macman

It's actually Step One in the set up instructions...
That means you have spent £180 on their premium rate line! It would have been a lot cheaper to get a local PC engineer in to check it out for you.
Sorry but I still don't understand your set up, you say you have 4 filters, 2 sockets (?), so why do you need to buy another one? Please can you confirm how many sockets you have in the house, and how many phones plugged in (DECT cordless phones linking wirelessly to a base unit don't count, count only the base unit, where it plugs into the linebox, as one)?
Also list any other telephone equipment ((you already mentoned a Sky box anything else-fax, burglar alarm?
If you've got more than 4 active sockets then it could be another problem entirely.
Is your phone line working normally when the broadband is disconnected?
PS: can you clarify when the bb is cutting-in your first post you said it cuts when someones calls in, in your last you said it won't work unless the phone line is in use. Which is it?

Inactive

abc123456 wrote: »

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.

Incredible.:eek:

I would dump Orange if that is the best they can do.

abc123456

macman wrote: »

It's actually Step One in the set up instructions...
That means you have spent £180 on their premium rate line! It would have been a lot cheaper to get a local PC engineer in to check it out for you.
Sorry but I still don't understand your set up, you say you have 4 filters, 2 sockets (?), so why do you need to buy another one? Please can you confirm how many sockets you have in the house, and how many phones plugged in (DECT cordless phones linking wirelessly to a base unit don't count, count only the base unit, where it plugs into the linebox, as one)?
Also list any other telephone equipment ((you already mentoned a Sky box anything else-fax, burglar alarm?
If you've got more than 4 active sockets then it could be another problem entirely.
Is your phone line working normally when the broadband is disconnected?
PS: can you clarify when the bb is cutting-in your first post you said it cuts when someones calls in, in your last you said it won't work unless the phone line is in use. Which is it?

Thanks again for taking the time to reply.

Yes, it would have been cheaper to call out a local PC engineer, but I was determinded that orange would rectify the problem. To be honest, their 50p a minute people, I find, have little comprehension of this problem and are obviously reading a "resolution" from a screen. I suspect their call centre is abroad and I do have difficulty understanding their accent.

Anyway, to summarise...and apologies, I may have been getting myself a little confused as this has been ongoing for months and i have spoken to many unhelpful Orange staff.

The modem is in my living room and is connected to the left hand socket within a two socket adaptor from BT, which in turn is plugged into the main BT wall socket. From the right hand socket within this two way adaptor, runs my phone cable to a wireless telephone set. There is an ADSL filter plugged into this line.

Hard wired into this two socey adaptor is the cable that runs to the SKY box at the other side of the house.

Upstairs, I have another phone set plugged into a BT phone socket. This has an ADSL filter fitted.

At present, the BB does not work. The "DSL" light on the modem flashes repeatedly instead of being solid. The "online" light on the modem does not activate when I try to log on.

If I open the phone line, ie by calling someone, or if someone calls the house, I can get online. When the call terminates, the broadband connection terminates.

Laterally, I have been calling my own mobile phone from my landline in order to keep the telephone line open, which in turn keeps my broadband open and so lets me perform short tasks on the PC before call costs on my mobile start to annoy me...

I hope this clarifies matters. I am tempted to call back Orange and say the whole system has packed up and force an engineer out. I did try this previously but they told me that it was a set up problem and they would provide an engineer at a cost of £120 +VAT.

abc123456

I have also tried everything suggested and still cannot log on without opening the phone line.

I have also tried disconnecting all phones and my SKY box so there are no external influences and plugging the laptop directly into the modem with the ethernet cable and re-setting it...still the same...not able to log in.

Sagz_2

abc123456 wrote: »

The modem is in my living room and is connected to the left hand socket within a two socket adaptor from BT, which in turn is plugged into the main BT wall socket. From the right hand socket within this two way adaptor, runs my phone cable to a wireless telephone set. There is an ADSL filter plugged into this line.

I'm no expert.... but shouldn't the filter be the first thing in the BT socket?

macman

Norbertsmum wrote: »

I'm no expert.... but shouldn't the filter be the first thing in the BT socket?

Well Norbertsmum, you're obviously more of a expert than Orange's tech support....yes, plug the ADSL filter straight into the wall socket, the plug the splitter into that.
OP, you say you have another socket upstairs, is this the one that said was unfiltered? If so put a filter onto that and retest.
I think you may stil have a faulty Livebox going by the diagnostic lights but try the above first.
Leave the phone and Skybox unplugged for now.

macman

PS: if after the above still no luck, I suggest you have a look at this:
http://bbhelp.net/livebox_to_internet__lights.htm
Should help you to work out what the diagnostic lights are telling you.
I would then suggest you uninstall and reinstall the Livebox following the instructions. If that doesn't work then the Livebox is probably faulty.
I'm assuming that your phone line is working OK, clear dial tone, no noise on the line, you can make and receive calls when bb is disconnected?
BTW, if Orange want £120 to come out, they are crooks-their own website gives the phone no. for their 'associate company', who will come out and do a Livebox set up for £69.95! But if it gets to this stage, just get a local PC guy in, he will do this for £40-50.

old_codger1

abc123456 wrote: »

Hard wired into this two socey adaptor is the cable that runs to the SKY box at the other side of the house.

To be clear, are you saying there is no filter on that cable because it's 'hard-wired'??? i.e.the wires are connected up inside the adaptor? If so, that sounds like the problem.

If you've got a digital camera take a shot of the socket whilst you've got the stuff plugged in and upload it to https://www.!!!!!! (or whatever), and provide the link here.

macman

Eh, why is this hard wired? Sky box should just plug into the phone line or splitter using a standard RJ11 cable?
But this can't be the main problem, as the OP retested with the Skybox disconnected.

old_codger1

macman wrote: »

Eh, why is this hard wired? Sky box should just plug into the phone line or splitter using a standard RJ11 cable?

I don't like hard-wired stuff... too many possibilities of wiring errors which you can't check by just plugging a phone in.

macman wrote: »

But this can't be the main problem, as the OP retested with the Skybox disconnected.

Yeah, good shout... unless, as I say, there's a wiring error inside and it's simply shorting.

I'd be interested to know who hard-wired it and for what reason, tbh.