Hi all,
I had fibre to the home installed last December. Everything has been fine until a couple of weeks ago when I started to get intermittent connection issues around similar times of day where connection would be lost for 5-30m each time. This tended to occur once a day, but some days would be fine. There are some examples in the table below. Each time the connection went down, the PON light flashed on the ONT.
Equipment: ONT, connected to BT Home Hub, EE backup hub connected via ethernet (frankly not great at its job), Unifi system connected via ethernet, The Unifi equipment serves the rest of the house with WiFi/wire connections/cameras etc.
I've had a BT engineer visit who did some tests, couldn't find anything, then escalated to an Openreach engineer. The engineer ran many tests over the course of an hour or so, replaced the ON. The Openreach engineer seemed stumped and said that according to the Openreach team, there were no issues detected with my "build" (presumably my configuration). The Openreach engineer even saw it PON flashing happen in real time when he was with me. The same outage happened again today.
Could there be a scheduled job/process running in the exchange that's causing this outage? The issue appears too regular to be related to a local fault.
Has anyone else had a similar issue or can offer any guidance/suggestions please? I will contact BT again and report the problem hasn't been fixed. Also I have download edthe BT hub logs, so if anyone knows any clues I can look for in those, please let me know!
Thanks,
Ben.
Example timings of outages (trimmed for brevity)
Restored | Today at 11:15:04 |
Down |
Today at 11:09:02 |
| Restored | Oct 2, 11:41:06 |
| Down | Oct 2, 11:29:30 |
| Restored | Sep 29, 11:04:53 |
| Down | Sep 29, 11:04:29 |
| Restored | Sep 28, 11:30:43 |
| Down | Sep 28, 10:59:05 |
| Restored | Sep 27, 13:17:13 |
| Down | Sep 27, 13:09:02 |
| Restored | Sep 25, 10:53:41 |
| Down | Sep 25, 10:53:38 |
A flashing PON light is the ONT and OLT ( headend ) ‘handshaking’ basically its the authentication protocol of the ONT being allowed onto the ‘network’ , in layman’s terms , the ONT is asking to be connected, the headend is replying ‘ hang on while I check you are a valid ONT ‘ once the authentication is done , the PON light goes steady green , if the OLT he no ‘record’ of the ONT serial number , authentication would fail and the PON light would never go steady green but continue to flash …it’s not likely that there is a situation where the headend data were somehow corrupt and ‘forgetting’ only your serial number, causing a new authentication cycle just for you while leaving all other members on the PON working without issue .
As you seem to have had the ONT replaced (that’s what I would have suspected as the problem ) that effectively removes the ONT from the list of possible faulty components , however your service is optically identical to all the other users on your ‘PON’ its difficult to see how a headend /OLT problem would only affect you and not all the other users (potentially 30 users in total) , you could be the only customer on the PON , or the only one to have reported it of course.
Was the power unit replaced at the same time as the ONT ? , it’s possible (but not really that likely) if the power drops , even if it’s only momentarily, the ONT and OLT will go through the authentication process each time , although the varying times to re authenticate your connection don’t seem to align with power ‘blips’ and you would also expect to see the power led go off and back on ….any issues in general with the power supply to the address ?
The authentication part of the network has nothing to do with your ISP , even if you stopped being a customer of anyone , the ONT would stay ‘connected’ to the headend , so whatever the issue is , it’s within Openreach’s domain , nothing to do with BT ….there is no ‘routine’ or scheduled maintenance that would cause this failure.
Do you know if any close by neighbours are on Openreach FTTP , connected to the same PON even if they were with a different ISP , optically you are identical , the same aggregated data arrives at all ONT’s , it’s the individual ONT that respond only the ‘ data packets’ addressed themselves, ignoring everyone else’s data …so if it were the headend ‘falling over ‘ , all users would see the outage not just you , perhaps ask if anyone really close by is experiencing the same issues .
It could be a rogue ONT in a neighbouring house/business on your PON (up to 30 properties will share a single fibre from the OLT head end).
I’ve heard of a couple of faults where things like this happen, it may be worth asking BT to get Openreach to check if there are any other ONT’s alarming as well as yours.
32, Openreach use 32 Way SASA’s.
If it's not PSU, what about your socket?
What about this: https://community.bt.com/t5/BT-Fibre-broadband/Flashing-PON-light/m-p/2356962#M352738
Thanks, @Edinburgh-wg
To try to rule out some variables, I've just added a UPS - https://cpc.farnell.com/apc/be850g2-uk/ups-back-ups-520w-850va/dp/CS33829 I have the ONT, BT Hub and EE backup hub plugged into it (plus another for my Unifi gear which is in a different part of the house). This should protect from local brownouts and general power loss. It could still be the ONT PSU, but the given the regularity of the failures (mostly just before and after 11am), it seems unlikely.
Thank you for the link, that's definitely an angle worth exploring if I continue to see this issues beyond today.
Thanks everyone for the tips and guidance, I'll keep you posted!
Update: unfortunately the intermittent connection has happened multiple times since the OR engineer replaced the ONT on Oct 4th. I've ruled out brownouts as the issue has happened multiple times since I added the UPS.
I was expecting an OR engineer tomorrow, but just checking MyBT site, I can see that the appointment has been cancelled because "Your speed issue has been fixed" (with no notification to let me know).
Is there any way via this forum that I can get in touch with technical people who can help escalate this internally please? This is clearly an unusual issue that needs a more nuanced and technical approach than the standard customer service approach can provide. It's frustrating.
Thanks

Hi @bdyer
Welcome to our community.
I'm sorry you are still having trouble with this and your appointment has been cancelled.
We don't have account access here on the forum. Have you logged a complaint about this yet? If not you can do so here Make a complaint.
Lesley
Thanks @Lesley_W
I spoke with two of the BT support team ealier who were extremely helpful and raised a complaint on my behalf. Having now canvassed my street via the WhatsApp group (which I remember an earlier poster had suggested) it seems that 10 or more people are having intermittent issues connection issues and variables speeds. This will hopefully point Openreach in a direction where they can investigate further.