News about Orange telecom

Packing carton for “new” Livebox

I’ve been doing some work for a client in Divonne who uses Orange for home internet.

In September, I told her to upgrade her subscription because the quality and speed had improved since she had signed up and that the price was more or less equivalent. So, she upgraded to Livebox Zen.

A new box was sent. I came over and configured it – took about 5-10 minutes.

But, she told me that, though the speed *is* somewhat faster, she and her family must reboot the router 2-3 times a day because it keeps getting disconnected.

I went to check, and the wireless and wired connections are indeed established, but the connection from the Orange box to the internet is down.

We called Orange and spoke to them. They tested the line and said, “It must be the box. We’ll change it out for you.” Great! But, also: great.

I went to the store. My friend who has the same problem, also came with me with her Livebox. There were 2-3 other people in line with us asking to replace their Livebox.

I made a comment along the lines of “It’s surprising that the box is defective; we’ve only had it for 1-2 months! It’s brand new!”

Imagine my surprise, when the service rep replied “Oh, they’re not new! They get returned to us, refurbished or “repaired” and then we give them out again.”

Could have knocked me over with a feather.

Indeed, when someone came for a replacement, they would go to the back room (5 steps away), and instantly emerge with a black box, hand it to you and say, “There you go.” They must exchange dozens if not hundreds a day.

So, if your Orange internet connection is intermittent or disconnects randomly, unplug the wires, take the box and the power supply to the Orange shop in Ferney-Voltaire and get a new one.