Test and troubleshoot your Orange Internet services and equipment

The Livebox screen allows you to view the origin of a dysfunction in a glance. Here are the main error messages that can be displayed and what they mean:

Orange assistance Troubleshooting: after -sales service and aid for frequent problems

Orange equipment is not free from. In the event of a breakdown, just manipulate and/or observe the devices, in particular the livebox, to understand the problem and, possibly, solve it. These few manipulations make it possible to limit calls to technical service. Here are aid for frequent problems encountered on orange equipment and how to contact assistance repair if needed.

What is the Orange Troubleshooting Assistance number ?

To contact Orange Troubleshooting Assistance, call �� 3900 (price of a local call, free waiting time from an orange line) from a fixed or the �� 700 from a mobile. After composing the number, Indicate the line number concerned (Fixed or mobile number) then state your problem aloud or by typing the corresponding number on the keyboard.

THE 3900 is the unique number for all requests from Orange customer service. The 3970 no longer exists.

When you are being put in touch with an orange advisor, you can explain your problem to him and he will guide you to solve it. If your equipment is defective, it will offer you replace it with a new By going to an orange store or going to get it in a relay point.

Good to know how to check beforehand that the cut of your services is not due to a intervention on the network or a general cut. To find out if there is an orange breakdown today, you can go to the weather for the Internet network and fixed orange. If you observe that external installations have been damaged, remember to report it to the ⚒️ Troubleshooting service for France Telecom lines.

To avoid waiting on the phone to reach Orange customer service, you can also make a rapid diagnosis of your box or mobile thanks to your Orange customer area or your �� Orange & me app. You can also go in Orange store to test your equipment And get a after -sales service.

Frequent breakdowns on the orange box and how to solve them

In the majority of cases, Restarting the Livebox makes it possible to resolve the technical concern. To restart your Livebox, just click on the Restarting button from The Ma Livebox application, Either start the restart from the Livebox interface (assistance> restart), or press the LiveBox Start button (Livebox 2, Livebox 4, Livebox 5 or Livebox 6). If that is not enough, you can follow the tutorials below or contact the Orange troubleshooting service.

To download the MA Livebox mobile application, click one of the links below:

You can also use the orange online diagnostic tool to test your connection. The testing service allows you to look at if the problem comes well from the orange network, even from another network. This service allows you to know if Orange detects the livebox in its network. The results are then sent by SMS or by email.

I have a Livebox 2 in ADSL

• 4 Ethernet ports
• 1 RJ45 port (RJ11 compatible)
• 6 light lights

The Red or Orange Internet indicator light

The indicator placed below the sign @ corresponds to the state of the Internet connection. If he flashes orange and slowly (1 time per second), this means that the livebox is being connected, especially after restarting the box. Apart from restarting, this means that the telephone line is not affected but the Livebox fails to connect to orange servers. Orange television can still work, but you have to connect to the Livebox interface to assess the problem.

Here’s how to do:

1. Check the connection of the ADSL cable between the Livebox and the ADSL filter
2. Check the condition of the connection from the Livebox configuration interface (192.168.1.1 from a browser)
3. If an error message appears instead of the interface home page, there is a concern for connection between the Livebox and the computer
4. Otherwise, you can observe the internet connection status (“available” or not)
5. If the connection is good, check the connection identifiers by accessing “advanced configuration”
6. Left, click on “Internet connection”
7. If the error message “authentication error” is displayed, indicate your identifiers again

If the Red flash light (quickly) After more than 20 seconds following the restart, this means that there is a synchronization problem. If the subscriber kept his fixed orange line, just get his phone and hear the tone to check if the line is affected. In the absence of a tone or after verification of the cables of the phone, it will be necessary to contact the Orange assistance at 3900.

Livebox is constantly disconnected (Wi-Fi)

When the Wi-Fi connection is unstable (untimely cut), this may come from too many interferences near the home. It is then advised to Change the Livebox Wi-Fi Canal ::

1. From the Livebox interface (192.168.1.1), go to “my wifi”
2. Click on the “Advanced Wifi” tab
3. In the Canal fields, modify the figure indicated so that it is different from the channel used (indicate, for example, 11)
4. Click on “Save”

If your Internet connection is too slow in general, you can also do a debit test for your ADSL Orange connection.

I lost my connection identifiers at the Livebox interface

If you have lost the identifiers to connect to the Livebox interface, you can Reset the orange box (reset it). To do this, follow the following steps:

1. Bring the original connection identifiers (indicated on the subscription mail)
2. Turn off the livebox with the on/off button on the left side of the Livebox (next to the USB socket)
3. Disconnect and reconnect the power cable
4. Rack the box using the on/off button
5. Once the green food light (Power sign), insert a pencil into the “Reset” button At the back of the Livebox
6. Maintain the pen until the lights flash
7. Let the box restart on its own and wait until the light @ flashes orange
8. Configure the livebox again using the original identifiers

Thanks to this restart, The password will be reset And you can again access the configuration interface. During this operation, the Internet connection and the associated services will be disabled. Note that all of the changes previously made will be deleted (programming of wifi activation hours, for example).

How to restart the Livebox 2 ?

If you are looking to restart your Livebox 2 to resolve an unexplained breakdown, follow the stages below:

1. Turn out or disconnect the TV decoder, if applicable
2. Turn off the livebox using the on/off button on the left side
3. Repeat the button again to restart the Livebox
4. Wait until the internet light (symbol @) is green
5. Rack up the TV decoder

�� Until -12 €/month on orange packages ��

I have a livebox 4 in ADSL, VDSL or fiber

• 4 Ethernet ports
• 1 port fxs
• A screen with 4 bright lights

I have no internet connection

If you find that the Internet connection is interrupted, you can go to the Livebox configuration space (192.168.1.1 from a browser) to view the condition of the connection. In the “Advanced Settings” tab, click “Connection”. If an error message indicates that identifiers are wrong, You will have to connect again using the identifiers allocated at the time of your subscription.

If the problem does not come from there, and it is your First Livebox configuration, You can try to manually connect to the Internet (the Livebox 4 automatically takes care of it). It is necessary especially if:

• You have not received SMS after 5 minutes to confirm the establishment of the connection
• The mobile number indicated on the box is not the right one
• The Livebox screen indicates that it is necessary to connect a computer

To manually configure your Livebox 4, follow these steps:

1. Bring your livebox identifiers, or ask them via this link
2. Connect a computer with the Ethernet or Wi-Fi socket
3. From a browser (chrome, safari, etc.), go on 192.168.1.1 or livebox/
4. Enter the identifiers
5. choose a password
6. Choose the equipment to be connected to the Internet

The Wi-Fi button (WPS) does not work

To quickly connect a device to the Wi-Fi network of the Livebox, it is recommended to press the WPS button on the front of the box. If this does not work, here are the steps to follow to solve it:

1. Check that the mobile is WPS compatible (most Android and Windows PC mobiles are)
2. Check that Wi-Fi connection is activated and functional
3. Access the livebox configuration space to verify that the WPS function is activated (section “Wi-fi” then “WPS button to the right of” WPS “)
4. Check that all Wi-Fi antennas are activated in the livebox space (“antennas” section, everything must be checked)

If these gestures do not solve the problem, you can always connect your device manually, either by scanning the QR code displayed on the Livebox screen, or by manually typing the Wi-Fi security code (press the “I” button to display it).

I have frequent wi-fi cuts

When the Internet connection is unstable, it may be linked to a bad location of the Livebox 4. Remember to place the box near your equipment (as much as possible), in an open place (not in a piece of furniture) and distant from other electrical devices (more than 20 cm). Also avoid using multiple multiples to connect the livebox, or even extensions.

It is also possible that the Wi-Fi channel is not optimized, which causes Intermittent cuts. Here’s how to check it out:

1. Connect to the Livebox space (192.168.1.1 or livebox/)
2. Go to the “Wi-Fi” menu
3. Click on the Wi-Fi network concerned (your Livebox)
4. In “Radio Canal”, select “Automatic”

This manipulation allows you to opt for the Smart wi-fi and resolve many technical breakdowns related to Wi-Fi connection.

I can’t access certain sites

You should know on the one hand that Orange can block access to certain sites considered illegal (streaming or download sites in particular). But, it also happens that it is impossible to connect to certain conventional web pages. In this case, it is advisable to restart the Livebox 4 using the manual button or the Ma Livebox application.

How to restart or reset the Livebox 4 ?

To restart your Livebox 4, simply press the Box on/off button, located on the right side. If you have lost your connection identifiers At the Livebox interface, it is not necessary to reset it, you can simply request the reset of the password:

1. Go to Livebox space (192.168.1.1 or livebox/)
2. Click on “Reset the password”
3. Enter the PIN code displayed on the livebox screen
4. Connect again with the original password (start of the Wi-Fi key)

For a total reset of the Livebox, follow the following steps:

1. Insert and hold a pen in the “Reset” button at the back of the Livebox
2. Follow the instructions displayed on the box screen
3. Wait during reset then until the livebox connects again

The Livebox 4 displays an error message

The livebox screen can sometimes indicate an error code and it is precious to understand the source of the problem. Here are the main possible error codes and what they mean:

• Diagnosis in progress : launched manually by pressing the “I” button or from the livebox interface
• Internet diagnosis in progress : Initiated by Livebox, you have to wait
• Internet by Airbox activated not resolved phone : the connection is made using the airbox, the telephone line is therefore unavailable
• Int_03_1100: Internet unavailable Contact 3900 / Int_03_1200: Internet unavailable Contact 3900 : the connection is interrupted, call the Orange assistance
• int_03_1110: Internet unavailable restart the livebox / int_03_1210: Internet unavailable restart the livebox : Press the Livebox on/off button to restart it
• Int_03_2000: Identifier problem Contact 3900 : Connect the orange assistance to 3900
• Int_03_3000: Orange network incident : problem on the orange network, you can follow the progress on the dedicated site
• int_03_9000: Identifier problem go to 192.168.1.1 : Access the Livebox interface to connect with the right identifiers
• Int_03_9990: unstructed connection Contact 3900 : the connection is unavailable, you must contact Orange assistance at 3900
• Int_03_9995: unstructed connection Restart the livebox : Relax the Livebox using the on/off button
• int_04_9995: unstoppted connection : restart the livebox and contact the assistance at 3900 if the problem persists
• Optimization of the current WiFi channel : Livebox is looking for a Wi-Fi channel
• Stock_03_0000: Non -visible hard drive contact 3900 : Remove then reinsert the hard drive in the Livebox and call 3900 if the problem is not solved
• stock_03_5000: defective disc contact 3900 : the hard disk of the Livebox is defective, it is necessary to call the assistance at 3900
• VOIP_03_0000: Contact 3900 / VOIP_03_0003: Contact 3900 / VOIP_03_0004: Contact 3900 / VOIP_03_1000: Contact 3900 : the telephone line is unavailable
• VOIP_07_2000: No phone detected : the fixed phone is not recognized, check the connections
• VOIP_07_4000: Internet telephone not subscribed : there is no subscription for internet telephony (VOIP)
• Wan_03_2001: unavailable fiber Contact 3900 / Wan_03_2002: unavailable fiber Contact 3900 / Wan_03_2003: unavailable fiber Contact 3900 / etc: fiber optics does not work, call assistance at 3900
• wifi_03_0000: wifi anomaly : one of the Wi-Fi networks does not work, call assistance at 3900
• wifi_03_0002: presence of radio interference : check that no object bothers the connection around the livebox
• wifi_08_0010: Too many equipment active on WiFi 2.4GHz or 5GHz : remember to change the Wi-Fi channel to avoid saturation
• wifi_08_0012: wifi degraded by old equipment : one of the devices connected to Wi-Fi uses old technology and affects the performance of other equipment

I have a livebox play in ADSL, VDSL or fiber

• 4 Giga Ethernet ports
• 2 USB 2 ports.0
• Screen and 2 buttons (info and Wi-Fi)

My internet connection does not work

If your internet connection is interrupted, you can test several solutions before Join the Orange assistance at 3900 ::

• Check the condition of the connection in the livebox interface (accessible by typing 192.168.1.1 in your browser)
• Check your connection identifiers in the Livebox interface
• Check the connections (in particular the optical socket in the event of a fiber subscription)

The WPS (Wi-Fi) button does not work

The WPS button allows you to immediately connect any device to the Livebox. It happens that it does not work, especially for the following reasons:

1. The “WPS” option is deactivated in the Livebox interface (“My WiFi” tab then “Advanced Wi-Fi”)
2. The terminal used is not compatible with WPS technology
3. Wi-Fi antennas are not all activated from the box interface

I lost my livebox password

When you are looking to connect to your Livebox configuration interface, you do not find the associated password. The identifier is “admin” but the password may have been personalized. If you have lost it, just click on “Forgotten password or first connection” Then indicate a new secure password. Validate your identity using the PIN code indicated on the screen of the Livebox Play.

An error message is displayed on the box screen

The Livebox screen allows you to view the origin of a dysfunction in a glance. Here are the main error messages that can be displayed and what they mean:

• Internet connection failure : check your identifiers for the configuration of the livebox from the interface
• Loss of synchronization : Restart the Livebox Play
• Synchronization failure : There is a problem in the Livebox connections
• Interrupted Internet connection : Relax the Livebox Play
• Network incident : an incident is underway on the orange network, you should wait until it resolved
• Internet phone is unavailable : Restart the Livebox Play
• Too many connected phones, delete the association : you cannot connect more than 4 fixed phones to the Livebox Play, you must delete one if you want to add a new one

How to restart the Livebox Play ?

To restart your Livebox Play, remember to stop your upstream TV decoder (if you have one). Afterwards, Press the Livebox on/off button. Then turn on your TV decoder.

If necessary, you can reset your Livebox Play following the steps below:

1. Turn off the TV decoder beforehand
2. Use a pen to press the “Reset” button at the back of the Livebox 5
3. Follow the instructions displayed on the Livebox screen
4. Wait for the livebox to restart and the screen indicates the right connection to the network

I have a fiber livebox 5

• 4 Ethernet ports
• 2 FXS ports
• 3 light lights

Recognize the problems according to the state of the lights on the livebox

You can observe 3 light indicators on your Livebox 5: one for the Internet connection (Globe symbol), the second for Wi-Fi and the third for the line. Here’s how to interpret how these lights and their colors flash:

• The Internet light flashes and is white : check the Livebox connections, especially at the fiber optic cable
• Internet and telephone lights flash and are white : You must access the Livebox interface (192.168.1.1 from your browser) and enter the identifiers
• The phone light flashes and is white : launch a diagnosis on the line from the livebox interface
• The Internet light is orange and flashes : an update of the Livebox is in progress, do not touch anything
• All the lights are white and flash : there is a problem on your line or your contract, contact Orange assistance at 3900

Wi-fi connection is constantly

To solve a problem of untimely Wi-Fi cuts, it is advisable to change the Wi-Fi channel in this way:

1. From the Livebox interface (192.168.1.1 from a browser), go to the “Wi-Fi” menu
2. Click on the Wi-Fi network concerned (only one if you have not created a second profile)
3. Choose “Automatic” in “Radio Canal”
4. Click on “Save”

This handling allows you to go to intelligent Wi-Fi and therefore optimize the connection as well as possible.

I can’t access the livebox interface

The Livebox interface allows you to configure it and customize connections (time slots for Wi-Fi, for example). You must enter your personal identifiers to access it. They are on your welcome email following the subscription of your Orange Internet offer. If you have lost them, you can click on “Forgotten password” on the interface home page. The identifier is “admin” by default.

How to restart the Livebox 5 ?

To restart your Livebox 5, start by extinguishing or unplugging your Orange TV decoder (if you have one). Afterwards, Press the Livebox on/off button (an orange line is then visible above the button). Press again and wait for the lights to flash anymore and are orange in color. Then turn on your TV decoder.

If necessary, you can reset your livebox (reset it to zero). To do this, follow these steps:

1. Use a pen to press the “Reset” button at the back of the Livebox 5
2. Hold down until the lights are no longer white
3. Wait until the livebox restarts and the lights are fixed oranges
4. Reconfigure your Livebox if you had made changes from the Livebox interface

I have a fiber livebox 6

• 4 Ethernet ports
• 1 USB port
• Touch screen

I no longer have an internet connection

If you observe a malfunction of Wi-Fi or Internet connection, you can at any time make a quick diagnosis of your connection. This can be done directly on the Livebox 6 by following these steps:

1. Press the service to test (internet, telephone, Wi-Fi) from the touch screen or test all services via the Rear service button
2. Choose “Test the flow” or “Test the connection”
3. Scan the QR code to get the details on the Orange & Moi application

The diagnosis can also be made from the Livebox interface or the MA Livebox application in the “Assistance and troubleshooting” section. Click on “Diagnostic”, choose the service (s) to test and then on “launch the diagnosis”. If a troubleshooting is necessary, you will get the procedure to follow.

I can’t associate a Wi-Fi device on the Livebox

Thanks to Touch screen “+” button, You can associate a Wi-Fi device in the box in a few moments. If this button is not displayed, it must be activated from the Livebox configuration interface (192.168.1.1 from a browser). If the button is present but nothing happens, you have to go to the interface to solve the problem:

1. Go to the “Wi-Fi” menu
2. Activate the two Wi-Fi bands (2.4 GHz and 5 GHz)
3. Check that “WPS button” is chosen to the right of “WPS”

If this has not connected the device to WPS, it will be necessary to connect it manually with the QR code or by entering the Wi-Fi password.

How to reset the livebox 6 ?

If a reset is necessary, you can reset your Livebox 6 as follows:

1. Use a pen to press the “Reset” button at the back of the Livebox 5
2. Hold down for 5 seconds
3. Wait during restart until the light is fixed orange

To configure the livebox manually, you can also go to the interface and connect using your identifiers. Reset is also possible from this interface, in the “Assistance” section then “Reset”.

�� Resolution of incidents on the orange decoder

The TV decoder can also be broken down. Most often, this is a problem of link between the decoder and the Orange TV servers. First you must Check that the Internet connection is active on the Livebox. The decoder can also give indications with a message on the television screen or on the decoder.

Regarding bouquets, there may be 48 hours between the subscription to a paid bouquet and decryption by the decoder. To accelerate the movement or in case of concerns with the paid bouquets, it is possible to Reset the list of channels with the subscription aid channel (Canal 399)).

I have an error code on my TV decoder

Here are the main error codes that can be displayed on the screen of your TV decoder or your TV:

• ER00, ER01, ER03 or ER07 : update of the decoder has been corrupted. You have to restart the decoder
• ER05 : a general incident is underway. You have to look at internet, fixed and mobile networks to follow the breakdown of the breakdown
• ER09 or ER10 : Connection Impossible to Livebox. You have to look at the ethernet cable and/or liveplug to see where the cut is located. If the problem does not come from cables, you have to look on the livebox interface
• ER11, ER13, ER15, PB02, PB03 or PB04 : Internal decoder error. It must be restarted and see if another message occurs
• Boot : check the connections, reconnect the decoder on television then restart the livebox
• Err : compatibility problem with the HDMI cable

I lost my confidential code for the decoder

When installing your Orange TV decoder for the first time, you have chosen a 4 -digit confidential code. If you have lost it, you can reset it from your Orange customer area in the section “Your identifiers” then “TV confidential code”. To define a new code, you can go to the settings of your orange decoder then “settings” and “parental control”.

I have an image problem on my TV

1. If the screen remains black : Turn off the television then reconnect the HDMI cable, turn on the TV then the TV decoder
2. Green or purple opaque screen : check and change the parametering of the HDMI port on the TV if necessary
3. Red screen : Go to the maintenance menu then to the “Audio / video” tab, press the 1 key and modify the resolution (1920 x 1080 50p for a Full HD TV and 920 x 1080 50i for an HD Ready TV)

How to reset the Orange TV decoder ?

1. Simultaneously press the Return and OK keys from the remote control (or press the TV button for a long time for the TV 4 decoder)
2. Go to the “Reset” tab of the maintenance menu
3. Press the OK key
4. Follow the on -screen instructions
5. Do a search for TV channels

My remote control no longer works

If your Orange remote control no longer works or is no longer recognized by your TV decoder, you can try the following manipulations:

1. Reappear the remote control By inserting a point (pen, for example) in the button at the back of the remote control, after having removed the cap. Remove the batteries, press a button then insert the batteries again. Restart the TV decoder and follow the instructions on the screen.
2. Restart the TV decoder
3. Change the batteries from the remote control

☎️ troubleshooting of incidents on the fixed line

To help out your fixed telephony line, you can launch a quick diagnosis from your Orange customer area or via the dedicated page on the Orange site. Otherwise, you can consult our tips below to resolve the main breakdowns on your fixed line.

I have no more tone

For Orange RTC telephony (telephone subscription alone or in addition to a livebox offer), if the line has no tone, you can contact Orange assistance at 3900 (free service) or use the voice server at 3000 (free service and call).

For Orange VoIP telephony (telephone connected to the Livebox), in case of red or extinguished on the box, or “unavailable telephony” message, it is possible that the Connection between Livebox and VoIP servers are not active or that the livebox has not received the necessary files for telephony.

To verify this, you must go to the livebox interface from the web browser of a device connected to the Livebox. If the phone number (geographic number or 09) does not appear, you must contact Orange after -sales service. In the other case, you must test the line from the Livebox: direction the Livebox interface then, once identified, click on “My HD phone” and the test button Allows you to launch a test to the phone (call on the fixed).

Good to know certain fixed phones are not compatible with the livebox (or with the model you have), which may explain the absence of tone.

I can’t receive calls

If you can issue communications from your fixed line but cannot receive them, it is possible for a call to be activated on your line. The configuration of the call transfer with Orange consists in returning all the calls received to another line (fixed or mobile). To deactivate any call referral that would have been put in place (by choice or by mistake), compose the #21# From your landline phone.

If the problem is not solved, here are some possible resolutions:

• Make sure that the sound of the fixed phone is not in silent mode and that the ringtone is activated
• Perform a ringtone test from the Livebox interface diagnostic tool (in the case of a VoIP phone)
• Connect another landline phone to see if it comes from the equipment
• Reset the Livebox (see above)

My phone rings untimely ways

If your fixed phone sounds regularly and in a very ephemeral way, not leaving you time to drop out, it is likely that it is caused by the Notification of voice messages. To resolve this problem, log into your Orange Customer area using your identifiers and then go to the “Your Fixed Services” section. If the “visual notification of messages” feature is activated, deactivate it. Click on “Close” to confirm.

Updated on 09/22/2023

Aline began her professional career as Commercial advisor in store at Orange from 2012 to 2014 Then continued at Bouygues Telecom in 2014-2015. She continued in the telecommunications sector by working at Astellia as a communications officer and then abandoned this market for a few years, before becoming Responsible for the Livebox-News site at Selectra in 2022. She now writes Guides dedicated to Orange and Sosh, brands that she knows well thanks to her experience in the Orange company.

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Test and troubleshoot your Orange Internet services and equipment

You encounter difficulties with your internet connection, your fixed line or orange TV: “Incident, breakdown, problem: testing your line” is a self-debt tool that allows you to launch a diagnosis to identify dysfunction and get a troubleshooting solution.

Different incidents can impact your multi-service installation:

• Internet (network and equipment): No connection, frequent disconnections of the livebox, out -of -service TV decoders, navigation problems and slowness.
• Phone : Impossible call of calls, impossible receipt of calls, poor communication quality.
• TV: Black screen, rights problem, poor quality images.

Have your Internet services and equipment

1- Access the service:

Click on the incident link, breakdown, problem: test your line, or launch the diagnosis from The Orange and I application, 24 hours a day, 7 days a week.

You will then have to:

• Identify you with the Orange email account identifiers or the phone number of the line to test.
• Indicate your symptoms.
• Launch a diagnosis.

Access to the service is protected and secured by entering the Orange email account identifiers on the line to be tested, or by your fixed phone number.

2- Understand the diagnosis:

You are immediately informed.

• If a network incident is identified in your neighborhood and known to our services or if your line is being delivery.
• If a malfunction is identified at your home or on the Orange network.

Also detected recovery problems, current repair files, etc.

3- Obtain a troubleshooting solution

Depending on the result of the diagnosis, we offer you an appropriate solution:

• Step by step by step of your installation to restore your services.
• Related by Messaging with an expert advisor to deepen the diagnosis if a complex problem is detected.

• Exchange of your livebox, your fiber adapter, your decoder or your TV card in the event of a equipment failure.
• Intervention of a technician or technician if necessary depending on the location of the fault on the network or at your home.

In the event of a proven breakdown, you can benefit from the connection continuity services and have a 200GB credit offered per month (to be used in connection with your equipment), to the restoration of your services.