This topic

Upgrade to Fibre has broken after resetting hub

gbfarmgb — Wed, 01 Jul 2020 14:17:26 GMT

I was changed over to fibre on 2nd June from copper and everything was working fine, my speeds went from around 7mb/s to 11mb/s.

On the 29th June a device was having trouble connecting to the router so I turned the router off for a couple of minutes and when I turned it back on the router couldn't gain a broadband connection (flashing orange light). I went through the usual steps of factory reset but that didn't work either. The phone line is fine and the quiet test is near perfect.

An Openreach engineer was called out and diagnosed that because there is copper wire between the exchange and my house for around 2.5km it isn't stable enough for fibre and we'll have to be switched back to copper.

It seems unlikely to me that the line would be so stable for 4 weeks straight and then suddenly be too unstable to support fibre. It seems like switching off the router was the trigger and maybe DLM has detected it as a fault.

When I rang BT after the Openreach engineer had been, the agent agreed that it seems unlikely the line would be so stable for 4 weeks then suddenly be unable to support fibre so he decided to send out a new hub since I was using one that apparently is meant for faster speeds than I am able to get.

I will try the new router and hope it is just a fault with the old one but my question is, is it likely that a line would be stable for that long then suddenly become unsuitable? I don't want to downgrade to the quoted copper speeds of 2-5mb/s unless I absolutely have to.

Thanks for any help

Re: Upgrade to Fibre has broken after resetting hub

imjolly — Wed, 01 Jul 2020 14:22:42 GMT

seem unlikely for hub to work one minute and 5 min later have no connection

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Upgrade to Fibre has broken after resetting hub

gbfarmgb — Wed, 01 Jul 2020 14:53:15 GMT

My thoughts exactly

The quiet line test is near perfect

Here is the data from the HH. It was only just plugged in again about half an hour ago as I was told to try a different router on the phone by BT.

Re: Upgrade to Fibre has broken after resetting hub

imjolly — Wed, 01 Jul 2020 14:59:36 GMT

see what happens when you get replacement hub and then post back

dslchecker shows you had 9.6mb connection on fibre and 9.7mb connection on your old adsl

Re: Upgrade to Fibre has broken after resetting hub

gbfarmgb — Wed, 01 Jul 2020 15:46:00 GMT

Will do, thanks for your help

Re: Upgrade to Fibre has broken after resetting hub

gbfarmgb — Fri, 03 Jul 2020 10:11:15 GMT

Ok so it turns out after all that the old router was broken. The new one works perfectly and haven't had any problems

Thanks for your help