This topic

New FTTP Installation problem

Christine — Tue, 04 Apr 2023 07:13:12 GMT

Had full new installation of 900 FTTP on Saturday.

Unable to use BT hub as it will not let me configure an Echo stereo pair, so using my TP Link router.

This morning we woke to no internet, all our automated stuff offline.

All lights on ONT green, so rebooted router , still no internet.

Rebooted ONT using power button on unit, then everything came back online.

This happened on Sunday daytime too, thought it might be just settling in as a new service, but if it does this when we are away I will lose remote access to my home security cameras and other security features will not work.

Any ideas?

regards

Re: New FTTP Installation problem

Keith_Beddoe — Tue, 04 Apr 2023 07:20:23 GMT

@Christine

Does the same thing happen if you use the BT Smart Hub 2?

If it does not, then its possible that your TP Link Router is locking up, and cannot cope with the speed.

It may be best to use the Smart Hub 2 when you are away, as the connection can be monitored by BT.

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 07:34:03 GMT

My TP link router has worked faultlessly for the last two years while I was on the Virgin 1 meg service where my speeds were 945 down and 50 up

BT is showing 935 down and 110 up

i can easily swap to the hub2, but I will have the issue that my echo studio stereo pair will not work correctly as there is no option to split the 2.4 and 5 mhz frequencies, so my Echos are convinced their they are on different networks and will not pair

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 08:38:10 GMT

Ok, I put the BT hub 2 on, and will see how it goes over the next few days

I think I might have solved the Echo stereo pair issue by turning 2.4 mhz off to let the echos connect then turning 2.4mhz back on to connect everything else.

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 12:37:18 GMT

After several hours of trying I am unable to get all my smart home devices working with three hub2, so had to out my TP link router back on.

Blink doorbell would not work despite removing and re installing

Severeal Tapo plugs kept going offline and I got a network unstable message on the Tapo app

Re: New FTTP Installation problem

Keith_Beddoe — Tue, 04 Apr 2023 12:48:22 GMT

There is no option to split the 2.4 and 5 MHz frequencies

Then use a separate 2.4GHz wireless access point plugged into an Ethernet port on the home hub.

https://www.tp-link.com/uk/home-networking/access-point/tl-wa801n/

Turn off the 2.4GHz on the home hub, and connect 2.4GHz devices to the wireless access point.

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 13:00:51 GMT

I don't think that's an acceptable option, I cannot afford to buy any more equipment.

My TP link router has worked just fine for 2 years on Virgin.

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 13:16:33 GMT

I thought if service was lost i should get a red led on the ONT?

With mine all the green led's are on buy there is no internet connection on any of my devices even the wired ones

Re: New FTTP Installation problem

imjolly — Tue, 04 Apr 2023 13:48:58 GMT

from what you have already posted it appears you have internet connection to your router (SH2/TPLINK) but some of your wifi devices cannot connect to router and get internet access

did you turn off auto channel select in hub wifi and then select the 2.4/5ghz channels manually and see if that helps your devices

do you have any ethernet connected devices?

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 14:11:02 GMT

None of my devices are connected to the internet when this happens, wired or wifi

The ONT shows all green, but the internet LED on my TPLink router was red.

I first rebooted the router this morning, all my devices reconnected to the router, but the router internet led went red again.

I then power cycled the ONT and everything came back online. This is the third time this has happened since installation on Saturday,. We are away for a while tomorrow, and my home security is going to fail if it happens again

Re: New FTTP Installation problem

imjolly — Tue, 04 Apr 2023 14:43:00 GMT

have you checked the ethernet cable is securely connected to the ONT? have you tried changing the ethernet cable between the ONT and the router?

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 15:11:38 GMT

Yes swapped Ethernet cables the other day when it first did this, but still crashed so put my better high quality cables back on

it has just crashed again but came back up online itself

Re: New FTTP Installation problem

Christine — Tue, 04 Apr 2023 22:06:03 GMT

So, during a lengthy session with the help team, I replaced the BT hub, line tests were run and everything was apparently running perfectly, but as I was on the phone wifi smart plugs, smart bulbs were going online and dropping off before my eyes, Hive would not connect, doorbell would not connect, only Ethernet connected items were stable.

Engineer visit arranged, and I then get an email to say it will cost £40

Engineer not arriving until day 14 of connection, so if I wait for him (and I have no confidence he will fix anything) and I will be locked into a 24 month contract.

Decisions to be made, my TP Link router back on and all running perfectly

Re: New FTTP Installation problem

spile — Wed, 05 Apr 2023 06:15:37 GMT

You could use the TP link as a wireless point. See https://www.avforums.com/threads/faq-using-two-routers-together-extending-wi-fi.1554662/

Re: New FTTP Installation problem

Christine — Wed, 05 Apr 2023 08:09:22 GMT

That won’t solve the random loss of service, five times now in five days, and yes it still lost internet with the BT hub connected.

I think a charge of £40 for a engineer is the last straw in an appalling experience trying to return to BT

Re: New FTTP Installation problem

garybs29 — Wed, 05 Apr 2023 08:21:22 GMT

@Christinewrote:
So, during a lengthy session with the help team, I replaced the BT hub, line tests were run and everything was apparently running perfectly, but as I was on the phone wifi smart plugs, smart bulbs were going online and dropping off before my eyes, Hive would not connect, doorbell would not connect, only Ethernet connected items were stable.

So would that not point towards it being a wifi issue rather than anything to do with the FTTP installation then?

Re: New FTTP Installation problem

Christine — Wed, 05 Apr 2023 08:41:50 GMT

Indeed, the BT hub cannot manage all my Wi-Fi devices, my TPLink handles everything fine, but the helpdesk say I must use the Hub2 to monitor line status, but that mean most of my smart home is offline including security, so the bt hub is no good to me, and if the line drop while I’m away I can’t power cycle the ONT remotely

Re: New FTTP Installation problem

Christine — Wed, 05 Apr 2023 15:45:45 GMT

Away from home, everything just crashed for the sixth time in six days, very angry

Re: New FTTP Installation problem

SherlockPhones — Thu, 06 Apr 2023 07:35:04 GMT

Try disabling all wifi on the BT Hub. Then switch it off for 2 mins. Switch off the ONT for 2 mins. Turn on the BT Hub and wait for it to boot and fail to connect. Then turn on the ONT. If it connects, leave things like that for 2 or 3 days or until it loses Broadband again. If it does then it looks like a faulty ONT or FTTH network problem.

Re: New FTTP Installation problem

Christine — Sat, 08 Apr 2023 08:49:36 GMT

I had to put my router back on as half of my Wi-Fi devices keep going on and offline, and my ring doorbell wont work at all even after factory reset and reinstall.

I have noticed the lan led goes solid green when it fails, BT want to charge me £40 for a tech visit, but he will arrive on day 15 of my service so I’m locked in for 24 months with a potentially still faulty service.

I asked for the cooling off period to be extended until my new service is working correctly which was refused.

Already signed back with Virgin which has worked flawlessly in the past