Orange Broadband Techie problem -HELP!

macman

OP, could you recheck the diagnostic lights status on your livebox. You mention the 'DSL light'. Do you mean the '@' light? This is the main one we need to check.The lights should look like this:
http://help.orange.co.uk/orangeuk/com.instranet.InstraServlet?Command=com.instranet.CmdDocDisp&DocId=242287&link=1&SecMode=1&ROUTINGVALUE=through_a_Livebox&TargetLanguage=selfservice&IsLanding=true&CurrentProduct=2099&TaxFilterName1=TaxFilterCommunity10&ResultsPage=1&SEARCHHISTORY1=context%20,%20%3C%20...through%20a%20Livebox%20%3E&DocumentTitle=
I don't know what you mean by the 'online' light. Can you confirm what router you are using, as it doesn't sound like a Livebox.

macman

Codger, I'm thinking this has to be more than one problem, as the lack of filters on the upstairs phone and Skybox do not explain why the OP is only getting a service when the phone line is in use. Surely, without filters it would only work when the line is not in use?

old_codger1

macman wrote: »

Codger, I'm thinking this has to be more than one problem, as the lack of filters on the upstairs phone and Skybox do not explain why the OP is only getting a service when the phone line is in use. Surely, without filters it would only work when the line is not in use?

Yes, that could well be right.

If I were him/her I'd take the socket cover off and check the wiring of the hard wired connection. In the past I've plugged the ADSL filter directly into the BT main box, plugging a phone into the 'phone' connector on it and the PC into the broadband slot, and tried it. If it works then it's obviously just a problem from there on.

As you say, it might not work then either in which case it's a problem before it gets to his BT socket.

This sort of thing is sometimes a nightmare to solve

macman

I'm thinking get the filters sorted, remove the hard wire for now, and if still no joy then reinstall the Livebox software and do a factory rest on the box, then set up again from scratch.
A bit of a puzzle. Still, we're making more progress than Orange tech support...

abc123456

macman wrote: »

I'm thinking get the filters sorted, remove the hard wire for now, and if still no joy then reinstall the Livebox software and do a factory rest on the box, then set up again from scratch.
A bit of a puzzle. Still, we're making more progress than Orange tech support...

Thanks for all your help again. Stop press - I called Orange to tell them to stuff their system, but have been persuaded to take the following steps....keep the modem switched on and have the one filter coming from the BT socket to which it is attached.
The phone upstairs has been unplugged, as has the line to the sky box and I have not to do anything with the modem for 48 hours.
That is their advice...after that, if it does not work, they will send out an engineer for free!
It is not a LiveBox, it is a Orange Siemens modem, cheap plastic wifi thing!

abc123456

old_codger1 wrote: »

Yes, that could well be right.

If I were him/her I'd take the socket cover off and check the wiring of the hard wired connection. In the past I've plugged the ADSL filter directly into the BT main box, plugging a phone into the 'phone' connector on it and the PC into the broadband slot, and tried it. If it works then it's obviously just a problem from there on.

As you say, it might not work then either in which case it's a problem before it gets to his BT socket.

This sort of thing is sometimes a nightmare to solve

I have tried all that, and combinations thereof. Wiring looks ok. Have just been told by orange to leave it alone for 2 days and it should miraculously heal itself!!!!!!!!!!!!!!

abc123456

old_codger1 wrote: »

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

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.

The SKY man wired it when I got SKY a few months ago which was when roughly the problems started. I initially suspected it to be something SKY had done, but because SKY said that my signal and service were fine, it had nothing to do with them. New contract..bad attitude...!!!

abc123456

old_codger1 wrote: »

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 www.!!!!!! (or whatever), and provide the link here.

I`m using my neighbours PC to access MSE and my mail. If Orange do not rectify the problem in 2 days as they say, I will send u the pic of the set up.
I can try and describe it again. The BT socket is fixed to the wall. From that socket is a two slot adaptor for BT socket plugs. Going into the side of the adaptor, hard wired, is the telephone line leading to the SKY box. Back to the two slotted adaptor... from the left socket is the connection to the modem, and from the right socket is the cable to my telephone, with an ADSL filter in between. Hope this clarifies the set up.

Orange_Company_Representative

Hi there,

I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,
Jonathan
Orange Response Team

macman

abc123456 wrote: »

The SKY man wired it when I got SKY a few months ago which was when roughly the problems started. I initially suspected it to be something SKY had done, but because SKY said that my signal and service were fine, it had nothing to do with them. New contract..bad attitude...!!!

So could you not have told us earlier than 28 posts in that when you got Sky this was when the problem started? You said earlier that you had broadband for 4 months and that it has never worked properly. Which came first-Orange or Sky?
I suggest you remove the Sky line completely while you retest. Put filters on both sockets, up and downstairs, they must be next to the socket, nowhere else.
If it doesn't work it is either the Sky bodge up screwing up the ADSL signal, or a faulty router or bad install of the Livebox software,
BTW you still haven't confirmed what router you are using.