BT Full fibre outage

[RobbieMac]

Thank you for posting back and welcome @JohnTA

I am sorry for the connection problems you're experiencing with your broadband service.  It shouldn't take that much effort on your part to get to the bottom of the problem.  I really appreciate the time you have taken to get in touch with us.

We'll pick up from here and personally manage until you're happy everything is resolved to your satisfaction.  I'll send you a message privately in a moment that you can reply to with the info I've asked for and we'll get back to you.  Keep in mind it'll take us a few days to get round to your case as we deal with queries in order as we receive them.

Thanks,

Robbie

[JohnTA]

Thanks Robbie,

I have replied to your PM.

I appreciate your assistance.

John

[JohnTA]

An Openreach technician was out today (2nd January) and performed various line checks and found no issues. He also contacted the Openreach DCOE (I think this is the term the Openreach tech used)  who confirmed all was well from their side. So he has passed the fault back to BT as there is no fault on the Openreach network. 

While he was there, the Openreach tech suggested I call BT while he was on site. I called BT (0800 800 150) and asked to be put through to BT technical.  After a period on hold the call was dropped ...

So still no resolution.

Something to note, BT send their texts from a short code number (6xxxx) and my mobile carrier Smarty do not support replying to short codes. Therefore I am unable to reply to any of the texts sent by BT - which adds to the frustration. Interestingly Openreach sends texts from a full UK mobile number to which I am able to send replies.

[JohnTA]

I contacted BT customer services following the OR tech visit yesterday (2nd January). The OR tech had mentioned in his notes that a new Smarthub 2 should be tried - so BT is sending a replacement SH2 which should be with me tomorrow (4th January).

Once the replacement SH2 arrives, I will connect it and see what happens.

[licquorice]

Its not going to be the hub if you have the same problem with the Microtik. I suspect it is a poor fibre splice somewhere.

[JohnTA]

@licquorice  I don't expect the replacement Smarthub  to resolve the issue either. Based on my previous testing with the Mikrotik router and also a PC configured as a PPPoE client connected directly to the ONT - both showed the same behaviour as the SH2. However, I am following BT's diagnostic path to see where it leads.

[pippincp]

It would be better and less frustrating to wait for the mods to get back to you providing you answered their PM.

[JohnTA]

The replacement  BT Smarthub 2 arrived this morning. It is also exhibiting the same behaviour as the original device. 

I have a call with BT scheduled for tomorrow, where we will discuss the next steps.

[RobbieMac]

Many thanks for the update @JohnTA

Let me know how the call goes tomorrow and you know where I am if you need further support.

Robbie 

[SiGoo]

Hi, I’ve been having a very similar problem. BT sent me a replacement SH2 but it’s now failed just as its predecessor did. It just sits there glowing orange and doesn’t manage to reconnect to the WAN, despite all the leds on the ONT being green. I’ve downloaded the SH2 logs after the last two outages (which occur about every week) and it seems the SH2 tries to initiate a reconnect with the WAN but doesn’t get a response.

Could the outcome from the latest (on here) call with BT be shared? It seems problem is in the WAN as it’s not enabling the SH2 to reconnect, but I’ve no idea as yet as to why the Connection gets dropped in the first place. Any advice welcome.