This topic

PPPoE error timeout

JakeEvans — Wed, 28 Jul 2021 22:35:20 GMT

Actually I don't use to have problems with BT but today I lost my Internet connection, the lights of my hub are Orange so I checked this error several times in the logs, PPPoE error TIMEOUT so it seems the hub send a PPPoED to looking for in the bt network a device to get a PPP session and make the connection point to point to have Internet access however it looks like the hub doesn't received any response for BT network and it stop to send more PPPoED

Actually I'm a bit worried because the engineer is going to have a look and change the hub but reading other posts in this community changing the hub wont fix the issue because it seems to be in the bt network.

Regards and Thanks.

Re: PPPoE error timeout

pippincp — Thu, 29 Jul 2021 09:43:02 GMT

An Openreach engineer cannot change the hub as they don't carry them. He /she will ensure the connection to the master socket will supply you with an internet connection within Openreach parameters.

Should the problem be with the hub that is down to your ISP, in this case BTRetail and should have been found before an engineer was booked.

Do you have a dial tone on you phone line? Which exchange are you on?

Re: PPPoE error timeout

JakeEvans — Thu, 29 Jul 2021 18:56:35 GMT

Hi pippincp

Thanks you for responding.

Despite my bt includes landline I don't have any Phone line.

My bt broadband is fibre with BT Halo 1

Regards and Thanks.

Re: PPPoE error timeout

pippincp — Thu, 29 Jul 2021 20:00:03 GMT

You mean you don't have a phone handset, one of the best diagnostic tools you can have for under £10.

You'll have to wait for the engineer.

Re: PPPoE error timeout

JakeEvans — Thu, 29 Jul 2021 21:10:30 GMT

Yes, is it, specially because I use all the time my smartphone so I don't miss the phone line XDD

Speaking with the agents, the fault is outside so the engineer is not going to visit my house tomorrow he/she will be outside so all I can do is wait and cross my fingers till bt solve the issue

Re: PPPoE error timeout

DavidM — Fri, 30 Jul 2021 07:54:20 GMT

Hi @JakeEvans and welcome to our community.

I'd be interested in the outcome of your engineer visit so please post back and let us know how you get on.

Cheers

David

Re: PPPoE error timeout

JakeEvans — Sat, 31 Jul 2021 16:04:29 GMT

Thank you David

Finally nobody came here and checking anything so I called bt again and they will send an engineer this Tuesday to my house.

I'll post any update I have

Regards and Thanks

Re: PPPoE error timeout

PaddyB — Thu, 05 Aug 2021 15:56:24 GMT

Hi @JakeEvans,

How did things go with the engineer of Tuesday?

Thanks,

Paddy

Re: PPPoE error timeout

JakeEvans — Thu, 05 Aug 2021 16:23:27 GMT

Hi PaddyB

He was checking the sockets and the TP, ONT openreach and hub were working so finally he says the problem is outside so he booked an appointment with other engineer for tomorrow Friday to check where can be the problem and fix it I hope.

Once it is fixed he'd call me to check with me my broadband is working. I hope give good news tomorrow.

Thanks you all to be here

Re: PPPoE error timeout

PaddyB — Thu, 05 Aug 2021 19:02:54 GMT

Hi @JakeEvans,

Thank you for posting back to let us know.

Please keep us updated with how things go tomorrow.

Thanks,

Paddy

Re: PPPoE error timeout

pippincp — Thu, 05 Aug 2021 21:35:24 GMT

Pity you didn't mention you wee on FTTP in the beginning I wouldn't have mentioned using the phone to test the line.

I have an idea it's a profile build problem if all the lights on the ONT are OK. There's really only the LOS showing red that would indicate an outside problem.

Look forward to finding out tomorrow what the problem was.

Re: PPPoE error timeout

JakeEvans — Fri, 06 Aug 2021 14:26:12 GMT

Hi all

The engineer was in my house this Morning and the problem was fixed.

Before he was here, they were working outside to fix the problem so he told me there was a problem close to my area impacting to some customers.

Once they fix the problem outside, one of them went to my home and He was checking the wires but it was still not working so he call to bt and checked my profile or something like that, it took arround an hour so definitely they did something from the bt network because he changed the cable rj45 from the hub to another port in the ont, and the Orange colour change to blue. It use to be the port one in the ont that gives service to the hub but after the issue it is now change and now the port 2 is giving service. I hope this help.

Regards and Thanks

Re: PPPoE error timeout

pippincp — Fri, 06 Aug 2021 17:17:44 GMT

Perhaps @Starwire might be able to shed some light on this? It's a cure I've not come accross before.

Re: PPPoE error timeout

Starwire — Sun, 08 Aug 2021 18:34:40 GMT

There’s nothing on the Access Network that that can cause issues with the PPPoE Authentication, at the end of the day it’s just a Fibre Optic Cable that runs from the Head End to an ONT, there’s nothing Mechanical or anything like that in between.

As the OP said, after they fixed this supposed fault outside it still wasn’t working, which would suggest there was a secondary fault that had absolutely nothing to do with the PPPoE Issue. He says the Engineer called someone, that would’ve been the Engineer Support Desk. Sounds like it was just a build Issue.

Also sounds like you have a 4+2 ONT. Openreach stopped supplying those a few years ago so I assume you’ve had FTTP for some time and or moved into a house where it was already installed.