Hello, I have had FTTP installed since the beginning of October, which has been mostly fine with some small dropouts.
Since last Thursday, my hub keeps disconnecting from the broadband and will sometimes remain disconnected (solid orange light) for hours. Whenever it does connect (for at most 15mins at a time), it's very slow and there is at least 50%+ packet loss.
I have tried:
- Factory resetting the SH2
- A different SH2
- Toggling FTTP mode on/off
- Power cycling the Nokia Openreach ONT (which has 3 green lights -- all but Alarm)
Every other forum post online points to this being an account issue, whether it's with BT or do with with the Openreach exchange, so not hardware related.
I have an engineer visit booked for this Saturday but I have a strong feeling it's just going to be someone checking if everything is connected correctly and trying another SH2 (both of which I've checked many times) before accepting the need contact Openreach -- or will this engineer be someone from Openreach?
Here is the technical log information with the serial number, SSID, and MAC address censored out.
Product code:Hub
Serial number:+XXXXXX+XXXXXXXXXX
Firmware version:v0.44.00.04123-BT
Firmware updated:Fri Dec 13 03:53:39 2024
Board version:R01
GUI version:1.80 11_07_2023
DSL uptime:-
Data rate:1000 Mbps / 1000 Mbps
Full Fibre (FTTP) Mode:On
Upstream error control:Off
Downstream error control:Off
Data sent / received:-
Broadband username:bthomehub@btbroadband.com
Public Wi-fi status:Not active
2.4 GHz wireless network name:BT-XXXXXX
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:BT-XXXXXX
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:XX:XX:XX:XX:XX:XX
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)
This is what the event log looks like as it disconnects; often after it does, there is a spam of "PPP: Sending PADI" messages with no response:
21:26:42, 06 Jan.PPP: LCP up
21:26:42, 06 Jan.PPP LCP Receive Configuration ACK
21:26:42, 06 Jan.PPP LCP Send Configuration ACK
21:26:42, 06 Jan.PPP LCP Receive Configuration Request
21:26:42, 06 Jan.PPP LCP Send Configuration Request
21:26:42, 06 Jan.PPP: Received PADS
21:26:42, 06 Jan.PPP: Sending PADR
21:26:42, 06 Jan.PPP: Received PADO
21:26:42, 06 Jan.PPP: Sending PADI
21:26:38, 06 Jan.SIP WAN DOWN
21:26:37, 06 Jan.admin timeout from 192.168.1.127
21:26:37, 06 Jan.PPP: Starting PPP daemon
21:26:37, 06 Jan.WAN Sensing Auto sensing Complete, interface selected
21:26:37, 06 Jan.WAN Sensing Auto sensing Running
21:26:36, 06 Jan.WAN connection WAN1_INTERNET_ETH disconnected.[ERROR_NO_CARRIER]
21:26:36, 06 Jan.PPP: Stopped PPP daemon(0,1,5)
21:26:35, 06 Jan.ARP [add] br0(wds0.4.1) 192.168.1.127 36:50:4b:1a:79:09
21:26:33, 06 Jan.PPP LCP Send Termination Request (User request)
21:26:32, 06 Jan.Broadband Line Id Result = No Response
21:26:32, 06 Jan.NTP synchronization failure
21:26:29, 06 Jan.PPP LCP Send Termination Request (User request)
21:26:29, 06 Jan.PPP: LCP down
21:26:29, 06 Jan.PPP IPCP Send Configuration Request
21:26:29, 06 Jan.PPP IPCP Receive Configuration NAK
