BT Full fibre outage

[JohnTA]

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?

[rbz5416]

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.

[JohnTA]

H,

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

[rbz5416]

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.

[JohnTA]

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.

[rbz5416]

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.

[JohnTA]

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

Thanks again.

John

[JohnTA]

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?

[JohnTA]

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!

[JohnTA]

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.