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Chris28
Beginner
398 Views
Message 1 of 3

Connection keeps dropping

Why do I have to keep restarting the ONT to restore connection?

I have a smart hub 2 and at least once a day it will lose connection and the light on the hub will be orange. BT app says no service issues found.  The connection will not return on it's own so I have to unplug the ONT for at least 5 minutes and then plug back in. The connection then comes back.  Any help would be appreciated. Thanks. 

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pippincp
Sage
389 Views
Message 2 of 3

Re: Connection keeps dropping

You shouldn't it could be a failed firmware update so factory reset the hub using the recessed button, hold in until the lights flash.

If that fails you'll have to call it in.

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Chris28
Beginner
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Message 3 of 3

Re: Connection keeps dropping

Thanks for the reply. 

I have tried a factory reset on the hub a couple of times already but still drops connection. The PON light on the modem flashes green constantly when the connection drops and only comes back to solid green after recycling the modem power. Openreach have tested the light through the fibre and all seems fine there. Could it be a faulty ONT? Unfortunately, Openreach engineers can't enter the house to check right now. 

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