Bad connection

[Quesada]

@iniltous The PSU to the ONT has now been changed 3 times, as has the PSU for the Smart Hub. As my Bungalow was completely rewired in 2023, I believe it unlikely to be the issue. However, the points that you have raised make some sense, as I have assumed that the intermittent drops in connectivity and Stale PPP sessions, are symptoms of the same fault. It doesn't help that I cannot trust BT/Openreach’s remote monitoring mechanisms to detect the issue and as previously stated, my only redress is to be able to run the “https://pbtcsc.saas.nokia - Hub Smart Speed Test”, at the same time as either customer support or an onsite engineer, is running theirs. It will immediately indicate if there is a live issue with my service, as its readings will contradict those being recorded elsewhere. The bottom line is that I am effectively hoping that the signal will drop, whilst an engineer is on site, which is a big ask. It’s very frustrating.

[licquorice]

With all due respect to @iniltous I can't see how an intermittent indicated LOS can result in a stale PPP session. If the break is long enough to light the LOS led it is long enough to drop the PPP session cleanly.

Either you have 2 faults or the stale PPP session is a red herring and doesn't exist.

Even if the break was too short to register a LOS, I'm not convinced it would result in stale PPP session.

[Quesada]

@licquorice To be fair, its not often that I witness the red LOS light, but a flashing green PON light is much more frequent. The signal dropped again this morning but came straight back . As regards the red herring in terms of the stale PPP session, I have been receiving these error reports on an almost daily basis since last October. This report was received about 15 mins ago.

[iniltous]

It’s certainly possible that there are multiple problems, but what’s certain is that the occasional loss of signal (which may be much more frequent than the occasions when the LOS light is observed )  , and the consequential PON light flash, but a stale PPP session cannot cause the issues observed on the passive side of the network (the LOS light and PON light flashing ) , so clearly the starting point is to locate the issue affecting the passive side , once that is investigated and hopefully resolved, if the stale PPP session issues also disappears, great , if they remains then clearly multiple issues were present but at least one problem is resolved…..the initial focus from the OP seemed to be around the stale PPP session, with little or no mention of the passive side , once the additional information was provided around the LOS/PON lights illuminating that fundamentally changes the diagnosis.
As far as could an improper power down cause of the state PPP session, I certainly don’t claim that to be 100% a certainty, that’s why I tend to use language like ‘could’ and ‘may’ .

[licquorice]

Agree entirely 

[tonysmini018]

Are you rural, if so how far are your neighbours?

I came across issues like this a couple of times when the range setting on the OLT were too low (splitter was 22 km from the HE but the last customer was an additional 8).  My customer was okay until pretty much everyone else on the PON took up FTTP, then he and his neighbour started to suffer intermittent drops.

The other thing could be a neighbours faulty or rogue ONT on your PON, this one is rare but it does happen. You will need an OR engineer to speak to DCOE or someone with the right accesses to look at everyone on your splitter to see if anyone is suffering more than you, or there’s an ONT with no service assigned sitting there.

[Quesada]

Hi @tonysmini018 Sorry its taken so long to respond. I'm not rural but you have made some valid points. Ironically, I was having this issue prior to my neighbour migrating to Full Fibre with BT and he doesn't appear to be affected. I live in a 1 bed bungalow and every piece of internal equipment has been exchanged on numerous occasions, including upgrading the ONT (twice) and all internal cabling is CAT8. The ports have been changed on the telegraph pole and Openreach engineers are continually having the service "rebuilt" remotely, which is quite a laborious process. The only item of equipment that hasn't been exchanged, is the overhead cable itself. My issue was originally diagnosed as a "Stale PPP Session" in November 2023, but only because the “https://pbtcsc.saas.nokia - Hub Smart Speed Test, contradicted the results being provided by whatever remote monitoring equipment was being used. I was told that "Hereditary" and not "Live" readings were being recorded. Ironically, this "Network Issue" is now been recorded on an almost daily basis and has been since mid October 2025, c/o the BT Smart Assistant. However, whenever I contact Customer Support, because their systems cannot detect the drops in signal, we continue to go around in circles, because they automatically insist that my issue must be internal. Its very frustrating, particularly as the PPP issue is now being more frequently reported upon this forum.