Livebox disconnects every night Solved

Question

Hello everyone

I have a Livebox with unlimited phone + TV + VOD that loses ADSL synchronization every night. This starts between 9:30 PM and 10:30 PM, and the connection is restored around 7:00 AM the next morning. I called the "technical support service" 3900 three times, and apart from rebooting the Livebox (which doesn’t work of course) and charging €0.34/min, they have nothing smarter in stock. 2 technicians came to my house with no success, and since then, there’s no sound or image. However, to charge for videos that I wasn't able to watch to the end (contrary to what the "Orange customer service" told me), there’s no bug; they charge efficiently. This has been going on for 3 weeks, and I have a nice demonstration of incompetence from the "historic operator" (they didn't even try to change the Livebox).

Of course, I searched for anything that could be repetitive like street lighting (there isn’t any; I’m on the outskirts of the city, 500m from the first streetlight) that could pollute the line every night: Nothing of the sort.

Does anyone have any experience on this subject? Or even a solution?

Thanks in advance, as I have stopped counting on Orange and their non-technical support (is there at least one competent person in this company?).

Configuration: Windows XP Internet Explorer 7.0

fightermad · Accepted Answer

I'm in the same situation as you...
huge incompetence from Orange...
cut off every day from 9 PM to 7:30 AM
yet I'm paying 100% of my subscription and they can't solve my problem
before at Free, I didn't have this, so it's not the issue of the streetlight or anything
besides writing to their services, I don't know what else to do, oh yes, cancel and go elsewhere, plus it will be cheaper

jeroboam · Answer

try resetting it

GAWIV · Answer

Well, here’s the next episode: I kicked up quite a racket all over the place at FT via email, mail, and phone. The first FT technician who came to my house called me on my mobile from his own mobile: Fatal error, I caught his number and I wouldn’t let it go. They then came back with two technicians, fiddled with the line again, and the miracle happened: The livebox no longer disconnects at night. That doesn't prevent the VOD system from being quite unstable (I think the streaming isn't quite up to scratch yet), but overall I have access to my internet services 24/7, which was the goal anyway :-)

My conclusions regarding this problem

- The problem is more common and more known at FT than they want to admit (see fightermad's post and others on this forum or on other forums)

- It seems to indeed be a "hard" problem upstream of the phone socket: More of a phone line issue, which makes having FT for the line and internet a point of interest.

- The 3900 service is a club of incompetent slackers barely good enough to read off the FAQs. The less useless ones seem to be those dealing with TV/VOD, the most useless are those responsible for internet connection.

- The commercial assistance service is rather nice and competent, but of no help with a technical issue.

- You should try to get a technician visit to your home as soon as possible. The 3900 organizes the visit, but afterwards you are in touch with a "local" and competent person. If you can also catch his mobile number, it's a bonus, even if he might eventually take offense at it. Before the technician's visit, be sure to check that the ADSL sockets and filters are in good condition and of the right model, otherwise they might charge for the visit since maintaining the equipment downstream of the socket is your responsibility.

- I can’t help but think that the phenomenon isn't due to chance, as the timing of the disconnection and especially the reconnection has nothing to do with something that would stem from a line saturation problem related to varying traffic.

There you go, as my friend George (Clooney) says: "Good night, and good luck"
--
Without the freedom to blame, there is no flattering praise.

fightermad · Answer

Hello, I finally managed to get a technician based in France, the next day another one came to work on my line, lowered the threshold and it works well now after 3 months of calls!!!!!!!!!!

uska22 · Answer

Hello, I have the same problem but I only have NET internet (phone, unlimited internet) My livebox disconnects around 9:30 PM and only reconnects between 9:30 and 10 AM :s  Uska

fightermad · Answer

demand for a lower tier, I am also on a net package with internet + phone, and at 1 mega it works well

uska22 · Answer

Lower the threshold? Does that mean I will lose a few megabytes?  Thanks for this info ;)  Uska

fightermad · Answer

I had the same symptoms as you and I went from 2 megabytes to 1... that's enough, it's not very noticeable, but it's now stable 24/7.

uska22 · Answer

And did you still have the two symbols: WiFi and at sign lit up when you could no longer connect? Because I have them lit up even when I can't connect ;)  Uska22

fightermad · Answer

The wifi yes, the @ was blinking, what speed are you at?

uska22 · Answer

Me, the @ stayed fixed damn :s

fightermad · Answer

Sometimes everything is fixed, but it lags and some pages won't load, I have to unplug and replug the livebox for it to work properly again. Before, when I did that, even though the @ was fixed, it wouldn't reconnect until the next morning.
Try lowering the threshold, that's all there is to do.

JM14 · Answer

I just had the disconnection solution for the live box at night as soon as night fell and the public streetlights came on
and reconnection in the morning at daybreak after unsuccessful email contacts near customer service sales, contact sheet and irrelevant responses I went to have my live box checked at the live box sales service all okay
I went to the France Telecom agency very upset they sent a contact to Orange
after 8 days without news I went back to the agency and said that my landline had poor sound quality and I asked for a phone check because I am still subscribed to FT and that I was going to create a stir at the regional management of FRANCE TELECOM not far from where I live and I went to the town hall to inform the mayor so that he would warn the electrification union of my problem. He confirmed to me that the lighting was done remotely and not by cell detection
the next day I received an SMS on my mobile from 10 13 indicating that they had tested my line and found a problem and would intervene and another later from France Télécom and Orange that technicians would intervene within 48 hours at the latest
Indeed, two technicians not from FT but subcontractors came and changed TEXT

description of the service "refait E P + pose D I T "
I think the DIT is the test box they left me the old one which has inside a small black box that was outdated the house is 14 years old
well dear friends believe me if you want but since then I have TV internet 1 MEGA and unlimited phone and I can tell you that it feels quite strange not to be deprived of what we pay for every month by bank transfer and no longer see that damn live box disconnecting and blinking to mock us

moa22450 · Answer

Hello. I know why it cuts off because I know that France Telecom deliberately disconnects certain lines to make people call them, as each call is counted outside the plan. Not to mention that their customer service is also paid. It's the only way they've found to refill their coffers. The advice is to switch operators like I did, and I haven't had any issues since. Now it's up to you, as it's just a suggestion, of course.

Solution · Answer

Orange forum:

17-02-2013 10:00:01
alino7 Registration date: 06-01-2010
Messages: 124
I understand everything now, why I had no synchronization with the filter provided during my first connection, and that by putting back the one that worked with the lb2, everything is back in order, without going to the agency. And indeed, there are now only 2 contacts in their filter.

Centvin49 wrote:

Same problem with my Livebox play. I took it back to Orange for testing, the blockage was due to an update (when there is an update, the box shuts down but you have to let it do its thing and not turn it off and on immediately, otherwise there’s a risk of blockage), but another problem is that Orange, to save money, modified the ADSL filter with only 2 metal strips on one side instead of on each side of the plug, and the connection is not good. The Orange customer service gave me another ADSL filter with 6 strips, 3 on each side, and it works perfectly again.

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Livebox disconnects every night

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