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Rotarua674
Contributor
779 Views
Message 1 of 5

FEC errors

I'm posting this in case it helps anyone else who gets frequent disconnections at the BT HomeHub. We have had multiple daily disconnections now for two and a half months and BT have variously said that:  they can see a fault outside the property / there is no fault on the line at all / the line is "unstable" / they can see 27 disconnections in a day / there is no record of 27 disconnections in a day.etc.  

So no progress for  9 weeks.  BT have repeatedly sent Openreach engineers tasked with the wrong job three times (i.e. repeatedly check the home installation but not the cabinet / exchange) in spite of having given the home installation a clean bill of health four times now.  

Finally this week we got an engineer who was superb.  He immediately saw a problem with a huge number of FEC errors and the noise ratio on the line.  He showed us a graph of the FEC errors on his device and we are amazed that no-one at BT / Openreach was able to see this n the previous 9 weeks.   He got a "lift and shift" and, fingers crossed, the broadband has been stable since.

So, if as many people who post on here, your HomeHub repeatedly goes green / orange / flashing orange)  it might be worth asking for the level of FEC errors to be checked.  After all, before this engineer four previous ones failed to spot it.

I hope this gives others in the same position at least a line of enquiry with BT.

4 REPLIES 4
ant123
Aspiring Contributor
682 Views
Message 2 of 5

Re: FEC errors

I've had a similar experience to yours although today we started off with a multitude of CRC errors which, having all my line's connections back to the exchange changed by the engineer, were resolved. On the final test, a host of FEC errors suddenly showed up (when previously there were none) and, scratching his head in bafflement, the (senior) engineer has had to refer the case up to a specialist. He doesn't think I have a REIN problem fortunately. What do you mean by 'lift and shift'? It's not a term I have heard used despite having spent hours and days even in the company of a variety of Openreach engineers over the past year.

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pippincp
Distinguished Sage
674 Views
Message 3 of 5

Re: FEC errors


@ant123 wrote:

I've had a similar experience to yours although today we started off with a multitude of CRC errors which, having all my line's connections back to the exchange changed by the engineer, were resolved. On the final test, a host of FEC errors suddenly showed up (when previously there were none) and, scratching his head in bafflement, the (senior) engineer has had to refer the case up to a specialist. He doesn't think I have a REIN problem fortunately. What do you mean by 'lift and shift'? It's not a term I have heard used despite having spent hours and days even in the company of a variety of Openreach engineers over the past year.


Lift and shift is a move to another port in the cab. The engineer would have to ask for authorisation to do it and only if there is a spare port.

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ant123
Aspiring Contributor
663 Views
Message 4 of 5

Re: FEC errors

Ah , thanks. I think he did that too. 

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Starwire
Recognised Expert
652 Views
Message 5 of 5

Re: FEC errors

It depends on how many FEC Errors there were and for all we know there were little or none on the previous Engineer visits.

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