Freebox - blocked at step 2 Solved

Question

Hello everyone,  Since November 27, my mother's Freebox server has been stuck on step 2 - searching for the ADSL signal... living 2 hours away from her, I was unable to contact Free's support by phone knowing that if I wasn't there to perform certain manipulations, I would have been sent away. My mother refuses to call them because "anyway she doesn't understand anything" (these are her words lol).  I then logged into her account via the dedicated page on Free's website and opened an incident ticket. It's already been 2 days now, and no news... I was told that I would be informed by email or sms, but nothing... and the incident ticket tracking mentions "A ticket has been opened with the technical support. This ticket is being processed by our teams." since the 27th... Knowing that she no longer has access to any services, no Internet, no phone, no TV,... it is urgent that they respond so that we at least know where the problem comes from...  My question is therefore the following: based on your experiences, what is usually the delay to get a response from Free?  Thank you in advance

WillyWal · Answer

anyone?

@l · Answer

Hi,  Don't worry, if the ticket is being processed, it means that people on the other end are ACTUALLY taking care of it.  A position test has most likely been requested; we just need to wait for the technician to come to the central office. (less than 5 days usually, it's not up to him) Then, based on his measurements, it will unlock other processes.  You will receive a text as soon as anything happens with the ticket.  For the affected services, you will request a refund via the form in your management interface, but only when everything is resolved.  Any other questions? :)

WillyWal · Answer

Hi,  Thank you for your response. I indeed thought that a position test would be requested, but it’s mainly the delays that worry me... and I was right since the malfunction was reported to Free on November 27th, and as of now, no improvements have been observed... still no service available, it’s starting to take a long time...  I can never reach Free by phone.  I remember that at one time, a chat with technical support was possible, but I can no longer find that option. Does anyone know if that service still exists, or if it’s possible to contact them by email?  Thank you in advance for your replies.

WillyWal · Answer

Here is some additional information since Free's technical support has made some progress on the case:  27/11/2013 A ticket was opened with technical support. This ticket is currently being processed by our teams. 27/11/2013 A request for verification of our equipment has been initiated. 03/12/2013 No anomalies were detected during the verification of our equipment. Our technical support is committed to continuing further investigations until resolution. 03/12/2013 A request for verification of the historical operator's equipment has been initiated. 05/12/2013 Following the request of 03/12/2013, the historical operator informed us that no anomalies were detected (Return code GAMOT: STT).  So back to square one... Free does not know where the problem comes from, but I am not given any more information on what will happen now...

WillyWal · Answer

Thank you all for your responses.  Following an equipment check by FT, and despite their report indicating no anomalies, services are functioning perfectly again.  Have a great day everyone.

Freebox - blocked at step 2

5 answers

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