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BT Full fibre outage

JohnTA — Tue, 19 Dec 2023 15:12:25 GMT

Hello,

Looking for some advice. I've had the BT full fibre internet service (500Mbps) since May 2022. Until December 12th 2023 the service has been faultless. Since December 12th I have had random disconnections from the internet, when this happens the connection status in the Smarthub 2 shows disconnected on the main page:

Internet->status shows "No Service"

The ONT has green lights for Power, LAN and PON and I have never seen it show anything other than green lights for these.

In the Smarthub technical log I see lots of messages as follows:

I raised a fault with BT on 12th December and despite various efforts from BT to resolve it, the issue persists. When I contact BT customer service, they go through the usual power on/off and reset the BT hub - none of these steps fix the issue as I believe the issue lies in the BT network and not with the BT equipment I have at home.

Any advice on the next steps I should take?

Re: BT Full fibre outage

Anonymous — Tue, 19 Dec 2023 15:57:58 GMT

You could try a direct PPPoE connection to the ONT. But if the drops are intermittent that may be of limited value.

I'd want to try replacing the Hub to rule that out. Easiest way will probably be to pick one up from your local Facebook Marketplace. Getting a replacement from BT seems like hard work, especially for an intermittent issue. If it cures the problem then you're in a strong positions to request a replacement. If it doesn't, then at least you've ruled that out & now have a spare.

Re: BT Full fibre outage

JohnTA — Tue, 19 Dec 2023 16:00:36 GMT

Thanks for the suggestion. I have already tried an alternative router (a Miktrotik) and it shows the same behaviour - so this leads me to believe that my BT Smarthub is not at fault.

John

Re: BT Full fibre outage

Anonymous — Tue, 19 Dec 2023 16:05:38 GMT

Would have helped to have mentioned that...

So yes, assuming you've also tried a replacement ethernet cable to the ONT, it does sound like an network issue.

There is supposedly a dedicated FTTP (0800 587 4787). You may have more joy with them.

Re: BT Full fibre outage

JohnTA — Tue, 19 Dec 2023 16:08:22 GMT

I have tried so many things over the past week (swapping cables/hardware etc) that it is hard to keep track of it all.....

Currently using the Mikrotik with a 4G modem for internet access while the Smarthub heats the room.

I'll call the number you mention and see if they can assist.

Re: BT Full fibre outage

Anonymous — Tue, 19 Dec 2023 16:22:31 GMT

From other posts, if they're busy you get bounced to the regular team, so you may need to keep trying until you get through.

Re: BT Full fibre outage

JohnTA — Tue, 19 Dec 2023 16:27:02 GMT

That has been my experience when calling so far ... I shall keep trying.

Thanks again.

John

Re: BT Full fibre outage

JohnTA — Wed, 20 Dec 2023 09:56:44 GMT

I'm not having any luck contacting the FTTP team - so far I have only been able to contact the regular customer services team on the number 0800 587 4787.

I have now been without service for over a week.

How long does it normally take for BT to resolve a fault?

Re: BT Full fibre outage

JohnTA — Fri, 22 Dec 2023 12:17:17 GMT

An update:

Short version - still no reliable internet access

Long version - Despite numerous attempts to call the FTTP team I have been unable to contact them and always ended up with the normal customer services team. So on 20th December, I used the text facility (61998) to test my internet service, the test failed and offered for someone to call me back. I selected this option and was called back within 5 minutes. The person who called seemed to be knowledgeable and despite their best efforts, was unable to resolve the issue so booked an Openreach engineer for the next day (21st December) to come to my house to investigate. Next day no Openreach engineer called at the house, perhaps they were working on the issue remotely in the street or exchange, either way the issue has still not been resolved.

I noticed in the BT fault tracker that the original fault (opened on 12th December) was closed on 20th and a new fault opened - with an expected resolution date of 27th December - no BT internet over Christmas for me then!

Re: BT Full fibre outage

JohnTA — Sat, 30 Dec 2023 15:59:09 GMT

BT closed the fault on 28th December as they said the issue was fixed. However, I am still experiencing the issue where I get connected for a period of time ranging from between a few minutes to an hour or more, then I get disconnected and it can take up to 30 minutes for the internet connection to resume - so the issue has not been fixed.

I have opened a new fault with an expected fix date of 5th January.

Re: BT Full fibre outage

RobbieMac — Sat, 30 Dec 2023 16:42:51 GMT

Thank you for posting back and welcome @JohnTA

I am sorry for the connection problems you're experiencing with your broadband service. It shouldn't take that much effort on your part to get to the bottom of the problem. I really appreciate the time you have taken to get in touch with us.

We'll pick up from here and personally manage until you're happy everything is resolved to your satisfaction. I'll send you a message privately in a moment that you can reply to with the info I've asked for and we'll get back to you. Keep in mind it'll take us a few days to get round to your case as we deal with queries in order as we receive them.

Thanks,

Robbie

Re: BT Full fibre outage

JohnTA — Sat, 30 Dec 2023 18:59:32 GMT

Thanks Robbie,

I have replied to your PM.

I appreciate your assistance.

John

Re: BT Full fibre outage

JohnTA — Tue, 02 Jan 2024 16:51:59 GMT

An Openreach technician was out today (2nd January) and performed various line checks and found no issues. He also contacted the Openreach DCOE (I think this is the term the Openreach tech used) who confirmed all was well from their side. So he has passed the fault back to BT as there is no fault on the Openreach network.

While he was there, the Openreach tech suggested I call BT while he was on site. I called BT (0800 800 150) and asked to be put through to BT technical. After a period on hold the call was dropped ...

So still no resolution.

Something to note, BT send their texts from a short code number (6xxxx) and my mobile carrier Smarty do not support replying to short codes. Therefore I am unable to reply to any of the texts sent by BT - which adds to the frustration. Interestingly Openreach sends texts from a full UK mobile number to which I am able to send replies.

Re: BT Full fibre outage

JohnTA — Wed, 03 Jan 2024 11:10:41 GMT

I contacted BT customer services following the OR tech visit yesterday (2nd January). The OR tech had mentioned in his notes that a new Smarthub 2 should be tried - so BT is sending a replacement SH2 which should be with me tomorrow (4th January).

Once the replacement SH2 arrives, I will connect it and see what happens.

Re: BT Full fibre outage

licquorice — Wed, 03 Jan 2024 11:41:59 GMT

Its not going to be the hub if you have the same problem with the Microtik. I suspect it is a poor fibre splice somewhere.

Re: BT Full fibre outage

JohnTA — Wed, 03 Jan 2024 14:40:51 GMT

@licquorice I don't expect the replacement Smarthub to resolve the issue either. Based on my previous testing with the Mikrotik router and also a PC configured as a PPPoE client connected directly to the ONT - both showed the same behaviour as the SH2. However, I am following BT's diagnostic path to see where it leads.

Re: BT Full fibre outage

pippincp — Wed, 03 Jan 2024 16:03:36 GMT

It would be better and less frustrating to wait for the mods to get back to you providing you answered their PM.

Re: BT Full fibre outage

JohnTA — Thu, 04 Jan 2024 14:23:36 GMT

The replacement BT Smarthub 2 arrived this morning. It is also exhibiting the same behaviour as the original device.

I have a call with BT scheduled for tomorrow, where we will discuss the next steps.

Re: BT Full fibre outage

RobbieMac — Thu, 04 Jan 2024 15:10:52 GMT

Many thanks for the update @JohnTA

Let me know how the call goes tomorrow and you know where I am if you need further support.

Robbie

Re: BT Full fibre outage

SiGoo — Wed, 03 Apr 2024 13:27:50 GMT

Hi, I’ve been having a very similar problem. BT sent me a replacement SH2 but it’s now failed just as its predecessor did. It just sits there glowing orange and doesn’t manage to reconnect to the WAN, despite all the leds on the ONT being green. I’ve downloaded the SH2 logs after the last two outages (which occur about every week) and it seems the SH2 tries to initiate a reconnect with the WAN but doesn’t get a response.

Could the outcome from the latest (on here) call with BT be shared? It seems problem is in the WAN as it’s not enabling the SH2 to reconnect, but I’ve no idea as yet as to why the Connection gets dropped in the first place. Any advice welcome.