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FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 14:31:17 GMT

Hi, I have been having problems with my Fibre connection for about six weeks. My connection became unstable and the hub kept rebooting, BT sent me a new Hub but although the rebooting issue was less frequent the stability issue was the same. Openreach sent engineers who said the line was ok but because I had escalated the issue, they put me on a new fibre and tested the line end to end, but found no faults, they suspect it's an authentication issue. My connection works perfectly and then stalls for minutes and then restarts, this happens even if I am hardwired into the Hub and nothing else is connected to the Hub. I continually run ping tests and very high pings and fail tests coincide with my service interruption, has anyone any ideas on where I can go from here??

I am going to ask BT to send me a new HUB.

Re: FTTP Connection keeps stalling

ptrduffy — Mon, 01 Jul 2024 14:38:26 GMT

When the service is interrupted, what happens to the light on the Hub - does it change colour? Also, what happens to the lights on your ONT (the little white box that the Hub connects to)?

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 14:40:48 GMT

Hi,

Since I received the new hub , the lights on the hub or the ONT do not change to the best of my knowledge

Re: FTTP Connection keeps stalling

ptrduffy — Mon, 01 Jul 2024 15:46:08 GMT

If the lights aren't changing, that rules out any "authentication issue" - both the Hub and the ONT think their connections are okay (which does rather beg the question of why the Hub is rebooting).

Does your Hub get particularly warm, by any chance?

Given that the Hub has already been replaced, it seems unlikely that changing it again will solve the problem.

You could try power-cycling the ONT - just disconnect its power (or switch off at the socket) for a short period, then reconnect.

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 15:51:19 GMT

thanks, but we have done all that already many times. no, my hub is not very hot. i have had the connection on continuous test for the last hour and the connection has already dropped once for 70 seconds, note is wired directly to the hub.

Re: FTTP Connection keeps stalling

licquorice — Mon, 01 Jul 2024 16:10:31 GMT

To establish if the problem lies with the hub, create a direct PPPoE connection to the ONT with your laptop.

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 16:13:52 GMT

Ok, how do I do that ? Thank you

Re: FTTP Connection keeps stalling

licquorice — Mon, 01 Jul 2024 16:26:42 GMT

https://www.asus.com/me-en/support/faq/1044512/

Username bthomehub@btbroadband.com

Password BT

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 16:50:07 GMT

Thanks is it possible for a MacBook?

Re: FTTP Connection keeps stalling

licquorice — Mon, 01 Jul 2024 16:58:16 GMT

Google reveals https://support.apple.com/en-ae/guide/mac-help/mchlp27142/mac

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 17:31:32 GMT

Thanks, I am now connected directly to the ONT and running a continuous test. Can you advise the best test with email alerts? Many thanks Richard

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 19:51:57 GMT

I have have connected directly to your ONT and to the Internet, I have run various tests and I have actually found the same problems that I did when connected directly to the BT Hub, which is interesting. I have attached screen grabs showing OOKIA speed test with Latency pre-test and during download and upload, which shows very high latency and this compares with the ping test to the right of the screen, I took videos as well that show the fluctuation in latency in the OOkis test and the ping test, that match up well.

In 2021 I had a similar issue and it was light leakage at the box outside, I know openreach changed all that and put me on a new fibre but there has to be something, maybe it’s an authenticating issue at the ONT?

Importantly, should there be any light visible in the box mounted on my outside wall? because when I did a red light test there was a lot of red light leakage??

This is concerning as light leakage was my last issue?

I also took some reading at the end of the fibre in one I got -24.36 and the next -21,76 db

Re: FTTP Connection keeps stalling

pippincp — Mon, 01 Jul 2024 21:26:37 GMT

How did you take those readings? Did you disconnect the fibre and connect to your own meter? Do you have the correct cleaning fluid etc for connecting back to the ONT?

Re: FTTP Connection keeps stalling

ricktreetops — Mon, 01 Jul 2024 21:36:16 GMT

Thanks for your comments, I followed the same procedure as the Openreach engineer.