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Hello Folks,
I have to say this is the 1st time in 4 years that my Orange internet has gone down for more than a couple of hours. On Friday I had to unplug due to a dropped connection and it seemed ok. Saturday seemed fine. Sunday it was connecting and dropping constantly. Normal unplugging did not resolve. Finally did a factory reset Monday night. It says it is synchronised but internet disconnected. I also have the slow light flash. My user name and password are definately right. I have had BT do a line test today and that has returned ok. I work until 9-8pm weekdays so cannot cope with another night of going home and trying to fathom it out.
Could this be caused by an outage or does it definately point to a problem in my equipment?
Any advice gratefully received.
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Dear more experienced than me peeps.
I am wondering, as I am new to this forum (and my question has had no replies) have I posted in the wrong thread?
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Just to check - following factory reset did you re-enter your username and password?
If answer is yes, and you still have no internet then you will need to raise incident with Orange in the first place.
BTW you are in the right forum. I don't think that there is any problem with your router or PC.
Hopefully this thread will be picked up by UKDoc (isp) Gavin Orange Home Broadband - see other threads and he will help you.
Edited by deleted (Thu 15-Mar-12 09:22:54)
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Thanks Zac for your reply. Yes, I refreshed and re-entered my user name and password. I plan to call them tomorrow as I should be able to be at home then (I am posting this from work.)
Kind regards,
Avril
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You can see the sync'ed ADSL stats, but have no Internet?
Post the stats just in case.
Sounds like you have failed to authenticate for some reason. Does the router maintain a log? Does that give any clue? Like "LCP down"? That would be Orange's Authentication Server playing up which happens occasionally for a few hours.
Recheck username/pwd.
What BT line test? On voice?
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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If it helps I believe the Livebox log is at the following address: http://configuration.adsl/logadsl.cmd should give you access if you are connected to a switched on Livebox even without an internet connection (ignore any messages from your browser about your connection) and possibly also only v1 where it's not accessible from the UI. You will need the routers login and password as for access to the configuration pages of the router (I believe the defaults unless you have changed them are admin and admin or password, as I can't recall which) and you can cut and paste from the log e.g. to wordpad or any WP programme temporarily until you can get an alternative connection, and then to the forum.
Does your login page show "PPP Server down", which used to cover many sins? On the old Orange LLU it always meant my exchange DSLAM needed an engineer reset, but I never again had the problem on the Orange WBC service which now operates. (Just occasionally the fault would clear if I left the Livebox connected with its slow flashing light for 7 hours or so).
Are you able to swap the filter, if you have one, for a spare one just to check? They can fail over time.
Edited by deleted (Thu 15-Mar-12 15:37:31)
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Thanks Smurf I will hopefully be able to do this tomorrow. It did show 'PPP Server down' before I did the factory reboot on Monday night.
I will try the filters tomorrow. Luckily I think my laptop and '3' dongle may just be able to get me connected at home tomorrow to report back 
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Hello XRaySpeX,
Many thanks for your reply. I was referring to the login page regarding it reporting it as synchronised. I have re-checked the user name and password a few times.
The BT line test I did was online from here (at work) and my husband also called BT yesterday early evening.
My next intention was to plug in to the master socket direct and unplug all the house phones?
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My next intention was to plug in to the master socket direct and unplug all the house phones? Won't make any diff if you are synced! Your extensions are not in the Internet 
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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Hello avriljayne,
If you haven't already reported this issue, please call on 0844 873 8586*, or call 150 free from your Orange pay monthly mobile. We�re here from 7am-11pm, every day.
This does sound like you need some help from us to fix this.
Best Regards
Gavin
* Calls from an Orange Home Phone are free. Calls from a BT landline or your second line (if you have one) cost 5.1p a minute. Calls from mobiles and other networks may vary. Calls may be monitored and recorded for training purposes.
Gavin
Orange Home Broadband
'I am here to help'
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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I have re-checked the user name and password a few times.
Just a thought: you did use @fs at the end of the username? I do think Orange need to sort this but I always found it helped to tell them I'd done all their recommended checks (as per their website) before I rang!!
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Hi Smurf, Yes, I did use the @fs
but there is some good news. Did yet another reboot just now and now have i-n-t-e-r-n-e-t access. Have speedtested and this is not good
I really do appreciate your help.
Kind regards,
Avril
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Hello Gavin and thanks for your reply,
I am not on orange mobile or orange home phone and with respect, the longer that I can refrain from making a 5p+ pm call the better.
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Try 0800 294 5611 Option 2 for free.
Please post router stats so we can see what's going on.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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This was my next intention but I have lost it all again. I have to go out for a couple of hours. Thelog shows PPP Server Down this time  Just to add insult to injury my 3 phone signal is most non-existent at home here too.
Thanks for your help.
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Ok just did a factory restore again....
I do hope this is what you meant?
ADSL firmware version : A2pBT009c1.d17d
Connection mode : ADSL2+
Type : Fast
Noise margin (dB) : 27.8
Attenuation (dB) : 29.0
Attainable download rate (kbps) : 12785
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 3071 1243
Internet protocol : pppoa
Encapsulation : VC-Mux
VP : 0
VC : 38
Interface RX (KB) TX (KB)
eth0 0 34
eth1 24 65
usb0 0 0
br0 19 66
br1 0 0
wl0 0 26
nas3 0 0
ppp0 4 4
Firmware identification: v5.10.7-uk
Firmware status Full
Thanks for your help. (Now I really am going to go away for a few hours.)
Edited by deleted (Fri 16-Mar-12 17:00:23)
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Noise margin (dB) : 27.8 By holding this so high Orange have throttled your speed. You should be getting about 16 Meg.
There's a similar incident in a thread round here.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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So does that mean there is definitely nothing wrong with the equipment my end?
Would that account for the dropped connections? Is it not strange that each time I lose my connection I have to factory reset to get it back? I have never checked these details before as I have had no cause for questioning it. Perhaps I have always had slow speeds? I have to say since my first upgrade from dial up, I am not sure if the speed has ever changed much. When my package was upgraded in Nov 2009 and contract extended, the only difference I saw was the price was reduced.
Once again, thanks for your help.
Avril
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Would that account for the dropped connections? Is it not strange that each time I lose my connection I have to factory reset to get it back? From what you say, you have not dropped connection from exchange; you remained synced. You just didn't authenticate with ISP's server so did not have Internet connection and that's down to the ISP.
You never did report back what you found in log about this as we advised.
You should never need to do factory reset unless you really screwed up router settings.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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You never did report back what you found in log about this as we advised.
What I did not know is that doing the factory reset wiped out the previous log. I did state that it was reporting PPP Server Down.
You should never need to do factory reset unless you really screwed up router settings.
Well, with this I was only following the instructions that Orange say in the help files. As I have mentioned previously, without the broadband I only have intermittent access at home via my phone. I had had the slow flashing light all week and had tried just unplugging to no avail. When I did the factory reboot as Orange suggest, it finally got my connection back so I naturally assumed (wrongly by the sounds of it) that when it went down again my only option was to reboot.
Thank you for your help, I can understand your frustration with me but up to now I have had no knowledge of these things. I could not ring orange during the week as I was at work and during my lunch hour I found this forum and decided to join so that I could ask for advice.
I assume that I need to make that phone call now. I just wanted to make sure that I have done everything possible my end first.
Avril
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Hi, after the router factory reset have you configured the router with the correct settings for Orange home broadband?
VPI: 0
VCI: 38
ATM Encapsulation: VC-Mux
Connection Type: PPPoA
Username: orangehome.co.uk@fs
Password:
MTU Size: 1492
If you are connected with WBC use MTU: 1500
DNS Primary Server: 193.36.79.101
DNS Secondary Server: 193.36.79.100
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when it went down again my only option was to reboot. Reboot, yes; factory reset, no!
Sorry, I'd forgotten you had reported "PPP Down" which means you were unable to authenticate with ISP and therefore no Internet.
Not frustrated at all
Don't phone on 0844; use the 0800 # I gave you.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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Well I finally spoke with India. I was asked to do the speedtests again. He asked what my speed was before. I said I had no idea as never had a need to check. I asked about the noise setting being so high but had no answer on this. He wanted to blame BT and said to do more speedtests over the next few days and said it will improve as BT have probably been working on it as that is why I had no connection ? Wants to send me new filters now and told me to call again if no improvement. He said I should be getting about 11.
I will update if / when I get a result. (As I am typing this with my phone on wi-fi the signal is constantly dropping out and losing connection.)
Avril
Edited by deleted (Sun 18-Mar-12 21:45:07)
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I hope this gets resolved quickly. My patience is wearing thin. all Wi-Fi connections are pathetic now. My phone authenticates and then drops within about 30 secs. 2 mins if I am lucky I only use the main PC with the ethernet connection when absolutely needed.)
I also checked my account online yesterday and there are no faults logged. Would this be right?
Avril
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all Wi-Fi connections are pathetic now. Yes, that's not a BB issue but a local wireless coverage problem.
Try changing wireless channel; use inSSIDer on a laptop to explore free channels.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC
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Thanks I will do that. 
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Yes, changed channels and so far so good. What a coincidence that it started playing up now.
Did another speedtest whilst I was at it on the main PC and no improvement.
Thanks again for your help
Avril
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2 WEEKS AGO
Connection mode : ADSL2+
Type : Fast
Noise margin (dB) : 27.8
Attenuation (dB) : 29.0
Attainable download rate (kbps) : 12785
ADSL status : Connected [0]
NOW
Connection mode : ADSL2+
Type : Fast
Noise margin (dB) : 15.1
Attenuation (dB) : 29.0
Attainable download rate (kbps) : 8315
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 8315 1243
Well the noise margin has dropped but so has the attainable download rate?
Incidentally the promised new filters that Orange support said they would send never materialised.
Should I just be content with what I now have?
Edited by deleted (Fri 30-Mar-12 08:52:27)
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Sorry if it's inappropriate for me to just come and reply last minute.
Your connection looks great and you shouldn't need new micro-filters now, although I agree that overseas support from companies like Orange, TalkTalk and AOL can be flaky and it's up to you whether you complain about it.
Good Luck
Will.
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