FTTP Connection keeps stalling

[ricktreetops]

Hi, I have been having problems with my Fibre connection for about six weeks. My connection became unstable and the hub kept rebooting, BT sent me a new Hub but although the rebooting issue was less frequent the stability issue was the same. Openreach sent engineers who said the line was ok but because I  had escalated the issue, they put me on a new fibre and tested the line end to end, but found no faults, they suspect it's an authentication issue. My connection works perfectly and then stalls for minutes and then restarts, this happens even if I am hardwired into the Hub and nothing else is connected to the Hub. I continually run ping tests and very high pings and fail tests coincide with my service interruption, has anyone any ideas on where I can go from here??

I am going to ask BT to send me a new HUB. 

[ptrduffy]

When the service is interrupted, what happens to the light on the Hub - does it change colour?  Also, what happens to the lights on your ONT (the little white box that the Hub connects to)?

[ricktreetops]

Hi,

Since I received the new hub , the lights on the hub or the ONT do not change to the best of my knowledge

[ptrduffy]

If the lights aren't changing, that rules out any "authentication issue" - both the Hub and the ONT think their connections are okay (which does rather beg the question of why the Hub is rebooting).

Does your Hub get particularly warm, by any chance?

Given that the Hub has already been replaced, it seems unlikely that changing it again will solve the problem.

You could try power-cycling the ONT - just disconnect its power (or switch off at the socket) for a short period, then reconnect.

[ricktreetops]

thanks, but we have done all that already many times. no,  my hub is not very hot. i have had the connection on continuous test for the last hour and the connection has already dropped once for 70 seconds, note is wired directly to the hub. 

[licquorice]

To establish if the problem lies with the hub, create a direct PPPoE connection to the ONT with your laptop.

[ricktreetops]

Ok, how do I do that ? Thank you 

[licquorice]

https://www.asus.com/me-en/support/faq/1044512/

Username bthomehub@btbroadband.com

Password BT

[ricktreetops]

Thanks is it possible for a MacBook? 

[licquorice]

Google reveals https://support.apple.com/en-ae/guide/mac-help/mchlp27142/mac