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Message 1 of 7

BT Full Fibre Regular Outage

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Hi,

Thanks in advance for any advice ! 🙂

Bit of a werid problem but hopefully somebody has heard of this before. We got our fibre broadband 6 months ago when we moved into a new build home. About a week ago, the WiFi has been going down everyday at between 3-3:30pm and not coming back until 10-10:30pm. During this time the PON light flashes green for a bit then LOS goes red. The error logs spam "PPP - Sending PADI" until the service returns.

 

Two BT engineers attended today but could not figure out the issue. They have requested a new router to maybe solve the issue but a spare router we tried was unsuccessful. They mentioned it could be our router sending signals to BT to delete our customer records and then this is reset at 10pm (no idea what they meant by this).

I can post error logs if helpful but is this a problem anyone has heard before? 

Thanks again

Jonathan 

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Message 2 of 7

Re: BT Full Fibre Regular Outage

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If the ONT LOS ( loss of signal ) is coming on , then it’s not the router , or ‘signals sent to BT to delete customer records’ , that’s just BS ….did the OR techs re-splice the fibre in the CSP ( the grey box above where the duct appears on your external wall )  ?, it’s possible that if your CSP is in full sun , it’s heating up through the day , which is causing an ‘expansion’ issue with the fibre or splice  ( hence the LOS ) as it cools down in the evening ( after the sun has set ) your service returns, for fibre to fail it doesn’t need to be a complete break , simply a large enough optical ‘loss’ so the ONT cannot keep the connection ‘up’ ….if the CSP is in full sun during the day try putting something in front to cast shade onto it , ( a big plant pot for example) if it’s already in shade it’s unlikely to be the sunshine causing issues .

If it’s not the fibre heating up and Openreach have already re-spliced the fibres in the CSP , next step would be to replace the ONT , although that would not explain why it always fails at around the same time of day.

 

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Message 3 of 7

Re: BT Full Fibre Regular Outage

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Hi,

Thanks for your explanation - genuinely really helpful and given current heatwave you may be spot on.

The engineers didn't do anything to the grey box outside, but they did try a new ONT and that did not solve it.

The CSP is in the sun in the morning so maybe that is heating up the cables. However even when the temperature has been mild we still had a drop out all day. The engineers did not re-splice anything but they said internet was reaching the property and hence equipment must be faulty. 

I think we may have to get them back out again !

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Message 4 of 7

Re: BT Full Fibre Regular Outage

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If the LOS light is lit, light is not reaching the ONT.

Did the engineers turn up on horseback wearing stetsons?

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Message 5 of 7

Re: BT Full Fibre Regular Outage

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Well that's the thing, it's the PON light flashing for a few hours then the LOS light goes red. The engineers were here when the PON light was flashing so I guess light was reaching the house. 

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Message 6 of 7

Re: BT Full Fibre Regular Outage

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Update. Engineer turned up again and swapped out the ONS box from Nokia to Huawai (in order to match the same brand at the exchange). They also sent us a new router which we are now using. Currently it's 8:40pm and the internet is still up (yay) so hopefully this has solved the problem. 

 

I will update if this isn't the solution. Thanks 

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Message 7 of 7

Re: BT Full Fibre Regular Outage

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Hi @jonathanchambers636 thanks for updating the thread, I'm glad the engineer managed to get that sorted for you yesterday.

Neil

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