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Contributor
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Message 1 of 17

Frequent BT Fibre disconnects that OpenReach can never trace.

Multiple dropouts every day (6 so far today, same on the 19th, usually 3 or 4 each day) on

Exchange name: Locks Heath
Exchange code: STLOCKH

 

Router light changes from blue to solid orange and about half the time, requires to be physically switched off/restarted, the rest of the time it restarts via the BT Smart Hub Manager. Every once in a while however, the lights are either solid orange, or solid green. I've raised 2 vol complaints but had no contact -  I appreciate C19 issues mean I am not the priority.

Note the date change from today to the 01 Jan:

14:13:17, 23 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

14:13:17, 23 May.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

00:02:18, 01 Jan.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

00:02:13, 01 Jan.

ppp1:PPP: PPP INFO

00:02:09, 01 Jan.

ppp:PPP: IPCP_NAK

00:02:08, 01 Jan.

ppp:PPP: CHAP_SUCCESS

00:02:08, 01 Jan.

ppp:PPP: CHAP_RESPONSE

00:02:08, 01 Jan.

ppp:PPP: LCP_GOOD_ACK

00:02:06, 01 Jan.

ppp:PPP: LCP_REQUEST

18:04:36, 22 May.

:PPPoE error: timeout

18:04:28, 22 May.

:PPPoE error: timeout

18:04:24, 22 May.

:PPPoE error: timeout

18:02:44, 22 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

18:02:43, 22 May.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

17:50:43, 22 May.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

17:50:43, 22 May.

ppp1:PPP: PPP INFO

17:50:43, 22 May.

ppp:PPP: IPCP_NAK

17:50:43, 22 May.

ppp:PPP: CHAP_SUCCESS

17:50:42, 22 May.

ppp:PPP: CHAP_RESPONSE

17:50:42, 22 May.

ppp:PPP: LCP_GOOD_ACK

17:50:42, 22 May.

ppp:PPP: LCP_REQUEST

17:50:42, 22 May.

:PPPoE error: timeout

17:50:26, 22 May.

:PPPoE error: timeout

17:50:18, 22 May.

:PPPoE error: timeout

17:50:14, 22 May.

:PPPoE error: timeout

17:49:26, 22 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

17:49:26, 22 May.

ppp1:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

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Aspiring Expert
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Message 2 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

You say that Openreach can never trace the fault. Has an Openreach Engineer(s) been out because you said you faults/complaints but they’ve gone unanswered?

Do you have any noise on the line? If so depending on what kind of noise there might be a HR or Contact fault, which I’ll play havoc with your connection.

Get a known working phone, preferably a corded one, plug it in, ring 17070 and use option 2 for the quiet line test. Check for noise. Normal to heard a faint electrical humming noise, you need to listen out for crackling noises or loud Earthing Noise.

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Aspiring Expert
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Message 3 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

I've been having very similar issues here.

had 2 dropout today so far. on downstream from the Southampton area on STLYMTN. 

Not using a BT resethub here.

My Modem has been up for days , but the PPP session keep dropping off on the router. but I need to reboot the router to get the PPP session to come back up.

OR would have to gather the data from ISP's so I wonder if anything has been flagged for OR to react too yet.


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Sage
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Message 4 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

What data do you think OR need to gather from an ISP?

Have you conducted a quiet line test?

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Contributor
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Message 5 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

All I get is a pre recorded msg. This number does nor accept income calls. 

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Sage
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Message 6 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

It is a quiet line test. Was the line silent between announcements?

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Aspiring Expert
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Message 7 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

Whose your telephone provider, BT?

The 17070 Fast Test System should work on all WLR3 Lines. 

Even the LLU Providers except Vodafone have 17070 as their Fast Test Number.

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Contributor
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Message 8 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

There wasn't an option 2 to select.

Line seemed quiet but i do know that at times our line is quite noisy.

 

When we've had OR engineers out before, they always decry that an intermittent fault can't be found. issue (after a visit) goes away for a while, but returns between a week and a moth later.

I raised the first two of my current fault reports (with VOL numbers) as per opening post - not received any feedback for it and the fault tracking shows it has passed it's resolution date without action.

When everything is working as expected (and as per contract) I get a good 54MB upload speed which is the mon my line claims it should be supporting. Currently report 40mb.

Today one drop out so far, yesterday 5 (Reboot,Reconfiguration,forced termination).

 

 

 

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Contributor
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Message 9 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

We're with BT
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Contributor
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Message 10 of 17

Re: Frequent BT Fibre disconnects that OpenReach can never trace.

I've also bought a new micro-filter because the call centre suggested this would help when the same issue was occurring previously.

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