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Message 1 of 7

Fibre broadband dropouts with all blue and green lights visible on Hub/Modem

As a BT FTTP broadband Fibre 2 client we have suffered from dropouts since the fibre line was installed six years ago.

The initial response from BT was that our wifi was the primary cause and we have spent much effort in improving our wifi with extenders but with no resolution of the problem.

In more recent times we have focused our interest on the broadband line as by chance we found that when there was no broadband when using a desktop PC cabled directly to the router all the correct blue and green lights were showing on the hub and modem. A neighbour with some previous BT history kindly came round and after stripping the system back to basics got the same result i.e. correct lights but no broadband.  He installed a loaned BT disc and we removed all wifi extenders but the dropouts continued.

In the latest round of complaints to BT we have had three visits.

The first engineer was unprepared and spent five minutes on the premises doing a test of the line and in removing a battery box attached to the Huawei 4 port modem. She left telling us all was perfect. The problem continued.

The second engineer was aware of the issue and spent three hours on the issue both at our home and at the local exchange. Whilst he was here we completely lost the broadband connection with all the lights still showing when using a direct coupled desktop PC. So he connected his works laptop by cable directly into the back of the brand new BT Smart Hub 2 and also couldn’t get any service. This proved the point that we had highlighted despite comments that such a thing could not happen.

As the local mobile phone signal was also non-existent (without wifi calling) he went back to the  local exchange in order to be able to communicate. He came back later to advise that he couldn’t make sense of the problem and to tell BT that we need a new line if it occurs again. The system then worked perfectly for 10 days after which we returned to multiple dropouts with no discernible pattern.

The third engineer was unprepared and spent 45 minutes with us yesterday. He checked the line and told us it was perfect and concluded that as a fibre broadband line was either on or off it must be the equipment in our home that was the problem. He left and the problem continues in the same erratic way as before – sometimes perfect for an hour or two and then multiple dropouts per hour. The speed is spot on at 71/20 Mbits when the system is functioning.

So we are now somewhat perplexed. We have swopped power supplies and cables multiple times and rebooted the modem and hub many times.

Any suggestions on our next move would be welcome. Two items come to mind

Is the Huawei 4 port modem capable of creating such an issue?

Is the system that limits the service speed capable of interrupting the service?

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Message 2 of 7

Re: Fibre broadband dropouts with all blue and green lights visible on Hub/Modem

See What do the lights on the Openreach modem mean? | BT Help and check the PON and LOS lights against the table whilst the fault is present

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Message 3 of 7

Re: Fibre broadband dropouts with all blue and green lights visible on Hub/Modem

Thanks for the link but been aware of the significance of the modem lights for some time.  We have not yet found anything which indicates a fault!

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Message 4 of 7

Re: Fibre broadband dropouts with all blue and green lights visible on Hub/Modem

You indicate that the fault is intermittent hence the reason why I said to check the lights when the fault is present, for example the LOS light only needs to come on for a fraction of a second to indicate a fault, likewise the PON light only needs to flash once or maybe twice in a blue moon

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Message 5 of 7

Re: Fibre broadband dropouts with all blue and green lights visible on Hub/Modem

Thanks - will keep closer eye on the lights but on the other hand BT engineer No2 was around when we lost broadband and he said nothing was wrong with the modem.

Also been reminded in a chat with BT this morning that during a conversation with BT tech support prior to Engineer 2  being booked the lady concerned was looking at our system on her screen but it kept disappearing from the BT system. This convinced her that we did indeed have a problem!

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Message 6 of 7

Re: Fibre broadband dropouts with all blue and green lights visible on Hub/Modem


@WTOwrote:

Thanks - will keep closer eye on the lights but on the other hand BT engineer No2 was around when we lost broadband and he said nothing was wrong with the modem.

Also been reminded in a chat with BT this morning that during a conversation with BT tech support prior to Engineer 2  being booked the lady concerned was looking at our system on her screen but it kept disappearing from the BT system. This convinced her that we did indeed have a problem!


In which case I would be very surprised if the LOS light didn't light up even if only briefly

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Message 7 of 7

Re: Fibre broadband dropouts with all blue and green lights visible on Hub/Modem

As a further update in case anyone else has same issue I had a long chat with a BT guy who agreed that the problem could be connected with the line and/or the speed control system. It would be difficult achieve any meaningful testing by Openreach but one far faster option would be to switch the line speed. So by way of an experiment we have been switched from Fibre 2 to Full Fibre 100 and after 5 days we haven’t yet detected any dropouts. 

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