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RichTeaBiscuit
Aspiring Contributor
683 Views
Message 1 of 7

FTTP connection dropping

Hello, I've had FTTP installed since October 2015, it's worked fine. Last week my connection has started dropping a few times a day. Sometimes the HH5 light goes orange, sometimes not. Sometimes if comes back on its own, but usually I have to power down everything and start it up again. Both wired and wireless devices lose connection.

How can I start the troubleshooting process?
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6 REPLIES 6
ray_dorset
Distinguished Guru
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Message 2 of 7

Re: FTTP connection dropping

I would start changing things - change the cable between the 'modem' and the Homehub, then change the Homehub, then call the engineer.
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RichTeaBiscuit
Aspiring Contributor
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Message 3 of 7

Re: FTTP connection dropping

How would I go about changing the home hub? I fear having to spend hours on the end to support who will get me to try switching everything on and off in different orders.
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ray_dorset
Distinguished Guru
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Message 4 of 7

Re: FTTP connection dropping

I'd say that's the best way. Ring support, tell them it's broken and ask for a replacement.
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RichTeaBiscuit
Aspiring Contributor
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Message 5 of 7

Re: FTTP connection dropping

Before I go through the motions of contacting support tomorrow (I don't think issue is the HH5, as sometimes the connection doesn't come back after a reset) I was wondering if anyone had any experience with this error. I have been looking through the error logs and this event occurs at disconnect.

 

11:43:42, 19 Apr.WAN connection ETH disconnected
11:43:38, 19 Apr.PPP LCP Send Termination Request (User request)
11:43:35, 19 Apr.PPP LCP Send Termination Request (Peer not responding)

 

 

Cheers

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ray_dorset
Distinguished Guru
601 Views
Message 6 of 7

Re: FTTP connection dropping

In order to rule out the Homehub as potentially being the device responsible for your instability, you can connect the Openreach modem directly to the PC and see if the stability improves.

To do that follow these steps:

Step 1: Remove the homehub from the modem cable

Step2: Connect your pc/laptop to the modem via the cable instead

Step3: Open network and sharing centre on windows and click set up a new connection or network

Step4: Connect to the internet then click make a new connection Broadband PPPoE

Step5: Username bthomehub@btbroadband.com and the password as BT

Step6: connect, If it doesn't, keep pressing try again until it does.


However, please note that this will stop any other access apart from the PC

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If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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RichTeaBiscuit
Aspiring Contributor
523 Views
Message 7 of 7

Re: FTTP connection dropping

Contacted support, was really painless, not like the last time I was a BT customer! They've obviously invested a lot into improving the experience. Engineer is coming out tomorrow to investigate, looks like the fault is not my end.

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