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Full fibre connection keeps dropping

Robbo_0410 — Tue, 20 Dec 2022 17:26:52 GMT

Hi I have had numerous problems with my full fibre broadband in the last few weeks I thought it had eventually been fixed by Openreach Friday just gone but the connection keeps dropping even though all 3 lights are on the modem, surely this points to a faulty line into my house, how would I go about getting it replaced

Re: Full fibre connection keeps dropping

pippincp — Tue, 20 Dec 2022 17:37:48 GMT

All 3 lights lit indicates no problem. A red LOS light would show if there was.

What does the hub show when this happens?

Re: Full fibre connection keeps dropping

Robbo_0410 — Tue, 20 Dec 2022 17:54:18 GMT

The hub starts off with a solid orange light then will go into a cycle of resetting itself every few minutes, the LOS light was on last night which would indicate that the line is temperental, I've had numerous routers and modem's Openreach have literally exercised every option apart from replacing the line

Re: Full fibre connection keeps dropping

Robbo_0410 — Tue, 20 Dec 2022 17:55:48 GMT

Also when the light is solid orange the LAN light does not flicker it stays solid green

Re: Full fibre connection keeps dropping

iniltous — Tue, 20 Dec 2022 19:42:49 GMT

If the LOS ( loss of signal ) is lit , even briefly, then there is an issue , if the ONT has been changed it’s not likely to be that , it could be something trivial, like the SC/APC connector, the green plug that enters the ONT is contaminated and just needs a clean with an appropriate cleaner ( don’t wipe it yourself ) or it could be a dodgy splice in the CSP or splitter , or a contaminated port on the CBT ,

If the LOS light appears , even briefly, report it and when the OR tech turns up , let them know , at a minimum I would suggest they re-splice in the CSP and /or move your connectorised lead onto a different CBT port

Re: Full fibre connection keeps dropping

Robbo_0410 — Tue, 20 Dec 2022 19:53:16 GMT

I have an engineer appointment booked tomorrow morning between 8am-1pm I will pass the message on, the LOS signal is solid red now and has been for the last hour and a half so hopefully it gets resolved tomorrow once and for all

Re: Full fibre connection keeps dropping

Robbo_0410 — Sun, 25 Dec 2022 15:02:28 GMT

Update still having issues with my broadband even though Openreach contacted me via my mobile and told me the issue was resolved and apologised for any inconvenience but the LOS light keeps coming back at some point and the connection will drop I have just tried unplugging the green cable from the ONT and plugging it back in and to my surprise the LOS light disappeared and the PON light came back on and I have internet again although it will just be a temporary fix, could the connection be faulty, green cable, external fibre wire, I have literally exercised every other option as to what the problem is

Re: Full fibre connection keeps dropping

RobbieMac — Sun, 25 Dec 2022 15:11:43 GMT

Hi @Robbo_0410

Welcome and thanks for your post.

I am sorry for the problems you're having with your Full Fibre broadband service. I understand that an engineer had looked at, and believed, that the fault was fixed. I am sorry that the issue is still happening.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Full fibre connection keeps dropping

Robbo_0410 — Wed, 04 Jan 2023 11:41:04 GMT

Hi my full fibre connection just keeps dropping this has been ongoing for the last few weeks I've had multiple engineers out, they've said the line is fine, the ONT has been replaced numerous times, most recently Saturday it was fine for 72 hours then the connection dropped altogether BT sent me a new hub what Openreach recommended on there visit Saturday I've put that on I have internet again but it is just dropping every half hour then comes back on within 30 seconds I'm at a loss what to do as Openreach don't seem to think there's a problem on there end and that everything is working fine, I have even tried a 3rd party router and it is doing the same thing, I'm guessing it will just keep cutting off then end up losing connection altogether in the next 24 hours, I'm paying for a service I am not getting the full benefit of..... 🤷🏻‍♂️

Re: Full fibre connection keeps dropping

JohnC2 — Wed, 04 Jan 2023 12:14:41 GMT

Hi @Robbo_0410, sorry your connection is still dropping. I moved your post to keep all your posts in the one place.

Neil will be back in the office this afternoon and he'll be in touch with you then.

Cheers

John

Connection is still dropping

Robbo_0410 — Sat, 07 Jan 2023 19:55:32 GMT

Right my connection is still dropping, Openreach said there is a mini bend on the fibre line, engineer came out yesterday said the lines absolutely fine even though it said in the job notes that the line needed replaced but they refused to do it and instead replaced the ONT for the 6th time and have instead blamed a faulty router, while I wait for a new hub to be sent out I tried using my 3rd party TP link router that I bought off Amazon, it was fine for 24 hours but tonight it has dropped 10 times in the last hour, if Openreach are not going to replace the line what am I supposed to do, so the problem obviously isn't the router

BT Smart hub 2 not picking up WAN port in settings

Robbo_0410 — Tue, 10 Jan 2023 16:12:53 GMT

Hi I've had numerous issues with my full fibre broadband the last couple of month, Openreach have said the line is absolutely fine and that there are no issues, I have been sent a new hub today, connected it and powered it up with the red ethernet cable in the WAN port and the other end in the ONT but it is not picking up the WAN in the hub settings under my devices, it has been like this with the last few routers but Openreach just keep saying it's not there problem and that it's a faulty batch of routers, could this have been causing the problems I've had all along? Power and PON lights are on solid green but there is no LAN light so loss of service

Re: BT Smart hub 2 not picking up WAN port in settings

Keith_Beddoe — Tue, 10 Jan 2023 16:16:33 GMT

@Robbo_0410

Have you changed the settings on the smart hub 2 to FTTP mode? That enables the WAN port.

Re: BT Smart hub 2 not picking up WAN port in settings

Robbo_0410 — Tue, 10 Jan 2023 16:23:40 GMT

Yes already tried that I thought it might solve it but it hasn't unfortunately, new hub had fttp mode enabled out the box

Re: BT Smart hub 2 not picking up WAN port in settings

licquorice — Tue, 10 Jan 2023 16:27:19 GMT

Are you sure you are connecting to port4 and not port1

Have you tried a different Ethernet cable?

Re: BT Smart hub 2 not picking up WAN port in settings

Robbo_0410 — Tue, 10 Jan 2023 16:30:12 GMT

Yes tried numerous ethernet cables all cat5e still nothing, ONT has been replaced 5 times, think I'm probably gonna have to cancel as Openreach can't find a fault with the line or anything else unfortunately, shame as it worked fine for the first 3-4 month when it was 1st installed

Re: BT Smart hub 2 not picking up WAN port in settings

Anonymous — Tue, 10 Jan 2023 16:31:39 GMT

What LEDs do you have lit on the ONT? All should be solid green except LOS, which should be off.

When you replace Hubs, are you also replacing the AC adapter?

Re: BT Smart hub 2 not picking up WAN port in settings

countrypaul — Tue, 10 Jan 2023 16:34:36 GMT

Do you have a PC with Ethernet, if so you could try connecting that direct to the ONT using ppoE and see if that works. If not it could b a faulty ONT.

Re: BT Smart hub 2 not picking up WAN port in settings

Robbo_0410 — Tue, 10 Jan 2023 16:34:44 GMT

Yes I am using the AC adapter that comes in the box with the hub, power light and PON light are solid green, no Lan light at all

Re: BT Smart hub 2 not picking up WAN port in settings

Robbo_0410 — Tue, 10 Jan 2023 16:36:47 GMT

The ONT has been replaced 5 times, it'll last for a couple of days then just lose connection then I have to log a fault for another engineer to come out, my luck can't be that bad surely