Freebox Revolution stuck on step 2 Solved

Question

Hello, good evening  For a few hours now, I have no network, TV, or telephone; my Freebox Revolution is stuck at step 2. I have restarted my Freebox several times, both in simple and recovery mode, and even reset it to factory settings, but it is still stuck at step 2. I also unplugged and replugged all the cables, checked if my connection is activated in my order tracking (yes, it is activated), and finally, I checked the DSL cable connection (and yes, it is properly connected), but luck is not on my side, nothing, still stuck on step 2 saying to check the xDSL connections.  PS: I have a Freebox Revolution with total unbundling. There was no storm last night, the error appeared suddenly, and I haven't opened a ticket on Free's website yet.  I don't have a signature, and it's not original...

Shalfox · Accepted Answer

Well then, sorry for the wait, they told me that a technician will arrive next week to fix all that ... Here it is  -- I don't have a signature, and it's not original ...

nadellen · Answer

Hello
if everything was working and suddenly, without touching anything, it no longer works, the problem is probably with the splitter (DSLAM)
if it doesn't come back, inform Free to send a technician to check your connections at the DSLAM level
also check (less common but you never know) if your line hasn't been overwritten by another operator, (with your agreement or sometimes without) following a call from them to your home

nadellen · Answer

The DSLAM is the center where all the lines arrive (from all operators), the place where you are connected if you prefer.
Having visited mine (it's rare to be able to), I can tell you that your copper pair (yes, just two tiny wires) are sometimes tangled, which causes bandwidth drops, but more seriously, sometimes a unscrupulous technician pulls on "the whole bundle of wires" to unbundle or install a new line without worrying about what happens to your connection.
Worse still, if there are no available slots for a new line, some don’t hesitate to disconnect one randomly to power the other they want to install. I know it seems unbelievable, but it happens in some saturated DSLAMs... so the only solution: wait a little longer or otherwise call Free right away (open a ticket) because then it takes another few days or even a week to get the technician to come out... especially during this holiday time with understaffed personnel.

nadellen · Answer

The only thing to do is to call Free (3244) from a mobile since the landline isn't working) and explain your situation; they will check remotely what the problem is (if any) and then open a ticket if no other solution is found.
However, you can request to be called back (if the mobile used isn't under Free SIM) because if it is Free SIM, the call is included in your mobile plan.

Shalfox · Answer

Hi, this morning I called 3244 on my mobile, I got a robot on the line and then they told me to wait for a few minutes, and for 10 minutes I had nothing and then they hung up on me... And on the website in the "My assistance" tab then "Which service is experiencing a malfunction?" I chose "All services: no ADSL connection, the Freebox does not display the time" then I clicked next and they displayed:

"We cannot process your request

This issue will be addressed soon by Web Diag.

To complete your diagnosis, we invite you to contact our support service by phone at 32 44 *, available from 7am to midnight with the hotline identifiers that you can find on this page
Hotline Identifiers"

And so just now I sent an email to Free support, and since this afternoon I haven't heard back from them, so what should I do now?

--
I don't have a signature, and it's not original...

nadellen · Answer

You need to call them back and try to ensure that you have enough network, battery, and whatever else to avoid disconnections along the way!
Knowing that you have already called,
normally the person who assisted you has opened a file, (not a ticket)
normally, you shouldn’t have to explain everything again
normally...!!

nadellen · Answer

re
thank you for the feedback
indeed, given what I think of the case (we've seen what it isn't), it remains to verify what only a technician can find: the exact problem;
and even decide to replace the box in certain cases if the issue is on your side, or go to the DSLAM while checking the line if the problem is external

Shalfox · Answer

Hi everyone, after a long absence (and I’m sorry for that), the solution for step 2 is to call Free so they can open an incident ticket and especially so they can send a technician to your place to fix it. Personally, I had two technicians; the first technician from Free identified the issue, but the problem came from my cables outside my house (the technical conduits of my building), so they sent another technician, but this time it was a guy from France Telecom. He fixed everything neatly and quickly :).

--
I don’t have a signature, and it's not original...

Freebox Revolution stuck on step 2

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