Coupures intempestives Au Secours (1033 depuis l'etranger!)

joss2801 · Posté le: 28 Mar 2015, 16:56 -> Sujet du message:

Hi,

it's not necessessary to send me a screenshot Wink

Yes he can call 1033 but i'm not sure he can talk to backoffice, backoffice can call customers but i don't think customes can call backoffice.

but today at 18h, it's may not be the best moment. Can he come next week? Monday or tuesday and morning or afternoon (between 9h and 17h is the best).

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

Hmmm...took the screenshot using an ipad....I'll figure out an alternative. I managed to connect using TeamViewer though the connection drops every 30 seconds, I reckon. I thought it an idea to switch in the wifi...I logged into Espace Abonnees and entered a WEP no/code. A new page came up saying it was registered but for it to take effect, the AliceBox has to be switched off and on again....arrrrrgh. The V5 version does not allow one to do this....in fact one can do very little compared to the .sagem 3302 but I am sure the V5 is much more up to date than the 3302! I am thinking, I could send jpeg to the mac and save it as a png? I'll try it anyway.
Kate

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

Our messages crossed....just was thinking that by seeing a screenshot or giving you the information from the AliceBox configuration page, (and thinking too that the weekend might be tricky) that if there were other values to enter....I could pass the instruction to him...or set them from here....during the short windows of opportunity...
The guy who is coming over is a son of a neighbour and is visiting this weekend which is why he can make it today. I could ask for him to come earlier. Do you think that someone from the back office could call??? I'll call him...he's only 2 minutes away?!?!???

joss2801 · Posté le: 28 Mar 2015, 18:41 -> Sujet du message:

Kate,

Don't forget we are not Alice/Free, and technicians who help you here do it on them free time, they have not the time all days... so we can't tell you when back office will call you... We just can try to pass the message that when you want to be called Wink

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

Joss
Please I do realise this which is why I am indeed so grateful for your help. The young man is at the house now and so far he thinks the problem is the cabling to the house. I think he will nevertheless try to speak to someone on 1033 and will report back to me un peu plus tard.
Thank you again.
Kate

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

I forgot to say that I had noticed on the Configuration de Mon AliceBox page that
Canal 11 is selected and Canal Automatique is NOT ACTIVATED....but this is for the wifi...hmmm..sorry..

joss2801 · Posté le: 28 Mar 2015, 20:06 -> Sujet du message:

Canal is a Wifi setting, no problem with that.

Sorry i'm not sure to understand : did he call 1033?

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

He is still looking at everything...I am waiting to hear from him. I did connect by teamviewer a minute ago and he is checking everything...I will report back shortly.

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

Hello again....the young man spoke with Alice Service Technic and carried out a number of checks/tests together. I fear we may be back to Square 1... It is suspected that the problem lies with either the line/cable which comes to the house or a faulty AliceBox again which, given that this V5 is new (though maybe refurbished??) is less likely. I am not sure where we go from here.
<sigh>!!!
Kate

joss2801 · Posté le: 29 Mar 2015, 15:15 -> Sujet du message:

it's certainly a refurbished box, V5 is an old version (2006) Wink

but it's tested before to be sent to customers.

What said finally 1033? will they call back?

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

HmmmI wonder if the V5 box then is not sensitive enough if the connection is feeble...or too sensitive. I read another post where someone was asking about whether to have the V5 or V6 instead. Apart from TV...what was interesting was the ability of the V6 to transmit on wifi. Anyway, back to your question...someone called yesterday and my mother is to call 3244 back.
This has been going on since 10 January. I have tried several time to log on to her computer yesterday and this morning without success as the connection drops out so quickly...

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

On a telephone chez 3244 comme ils ont demande sauf qu'on est tombée sur un gendre de répondeur automatique....appuyer sur 1 pour rejoindre 'Free mobile ou 2 pour les informations sur Free. Donc 3244 n'était pas le bon service clients.

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

J'ai des jpegs de historique des connexions du janvier 2013, mai 2013 et juillet 2013 sur mon iPad. Je ne sais comment de partager cette information pour illuster que cette problème a existait bien avant.

joss2801

Hi,

it's not necessary to send me PM Kate Wink

please use this thread to talk to us, because others staff members can't see my PM.

make a ipconfig on your computer is useless, the issue is between your alicebox and phone's central, not between your alicebox and you computer.

We are not Alice, so please tell us what is you last information from 1033 or from Alice's support website, because we haven't access to this informations Wink

noreto_free opened a new case, so you should have news from Alice. If not, we can ask to him to check why.

Joss

Kate · Chat de Cheshire Inscrit le: 19 Fév 2015 Messages: 171

Hi Joss
I am sorry about that. Ok here is results from mafreebox which I managed to access today:
Kate
______________________________________________________________________

Etat de la Freebox
______________________________________________________________________

Informations générales :
========================

Modèle Freebox ADSL
Version du firmware 1.5.18
Nom d'utilisateur abx04XXXXXXXX@alice
Mode de connection Ipadsl
Temps depuis la mise en route 14 heures, 6 minutes

Téléphone :
===========

Etat Ok
Etat du combiné Raccroché
Sonnerie Inactive

Adsl :
======

Etat Showtime
Protocole ADSL2
Mode Interleaved

Descendant Montant
-- --
Débit ATM 2428 kb/s 1019 kb/s
Marge de bruit 13.10 dB 6.80 dB
Atténuation 22.50 dB 8.10 dB
FEC 3219 3419
CRC 2781 0
HEC 5 897

Journal de connexion adsl :
---------------------------

Date Etat Débit (kb/s)
-- -- --
02/04/2015 à 12:05:21 Connexion 2428 / 1019
02/04/2015 à 12:04:35 Déconnexion
02/04/2015 à 11:34:12 Connexion 2424 / 1019
02/04/2015 à 11:33:25 Déconnexion
02/04/2015 à 11:31:19 Connexion 2424 / 1019
02/04/2015 à 11:30:24 Déconnexion
02/04/2015 à 11:30:06 Connexion 2424 / 1019
02/04/2015 à 11:29:19 Déconnexion
02/04/2015 à 11:18:48 Connexion 2424 / 1019
02/04/2015 à 11:18:02 Déconnexion
02/04/2015 à 11:16:59 Connexion 2429 / 591
02/04/2015 à 11:15:47 Déconnexion
02/04/2015 à 11:15:24 Connexion 2424 / 1019
02/04/2015 à 11:14:38 Déconnexion
02/04/2015 à 11:13:11 Connexion 2424 / 1019
02/04/2015 à 11:12:25 Déconnexion
02/04/2015 à 11:12:05 Connexion 2424 / 1019
02/04/2015 à 11:11:18 Déconnexion
02/04/2015 à 11:11:04 Connexion 2428 / 1019
02/04/2015 à 11:10:13 Déconnexion
02/04/2015 à 11:09:53 Connexion 2424 / 1019
02/04/2015 à 11:09:06 Déconnexion
02/04/2015 à 10:56:30 Connexion 2424 / 1019
02/04/2015 à 10:55:39 Déconnexion

Interfaces réseau :
-------------------

Lien Débit entrant Débit sortant
-- -- --
WAN Ok 0 ko/s 0 ko/s
Ethernet 0 ko/s 0 ko/s
USB Non connecté
Switch 100baseTX-FD 2 ko/s 1 ko/s

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