Full fibre 300 is dropping often, what do I do?

[Andywick123]

My hub connection is dropping pretty often. Very annoying, I work from home most days so very keen to get this sorted. I have done the refresh via sms and have moved router to a more open place.

in terms of lights, flashes orange and pink, also stays solid orange sometimes and then returns to blue.

[iniltous]

You need to be checking the status of the ONT not just the router when your connection drops ,

if the ONT drops out  then the router will also drop out …if you get a red LOS light on the ONT , even briefly then the problem is the optical network dropping , if the ONT PON light stays solid green then the Openreach network is  fine and it’s probably your router, your connection to the router  or a problem within ‘BT’ ….

TBH if the ONT is not dropping , it’s likely your router or the connection between the ONT and the router , if  have another Ethernet cable , you could try changing the connection between the router and ONT simoky as a process of elimination ( easiest thing to change first )

If by chance you  have some sort of Ethernet patch panel arrangement, so the ONT plugs into a socket in one room and your router is connected to an Ethernet socket in a different room  (pretty common on new builds where the developer provides this connectivity) you need to eliminate that as the issue by connecting the router directly to the ONT and see if the issue persists.

[Andywick123]

Slightly confusing this^. I did have a look just now and would say the LAN light is flickering when the hub changes from blue. The other 2 are solid yellow. Will try switching around ethernet cables

[iniltous]

A flickering LAN light on the ONT is to be expected it indicates data transfer between the ONT and router ( so that’s its normal state ) , if it’s a solid light the connection is up but idle , if it’s  off there is no connection  to the router , but in this instance it’s not as important as the state if the optical network, so the ONT back towards the headend , rather than the ONT forward to your router .

Your   yellow LEDs are probably  green , and will probably be the power light and PON light , it’s if a red LOS light is lit you need to keep an eye out for  , even briefly that indicates an issue , or much less likely the green PON light starting to flash , the LAN flickering is normal .

You need to be checking when the connection is down not when it’s working normally , as you state this is pretty often , presumably it won’t be too much if a wait for the this disconnection to take place so you can then hopefully observe the ONT lights during this period 

[Andywick123]

When the hub drops and different lights start dancing, the ont always stays green /yellow.

does this mean the hub has an issue or is just what to expect from BT’s service?

[licquorice]

It means there is a fault somewhere that needs to be investigated. Have you reported it to customer services 0330 1234 150

[Andywick123]

Not yet but will do thanks

[Michael_D · Accepted solution]

Hi @Andywick123 

You can also report a problem by logging in to your My BT account or by text.

There is more on the steps to take on Report and track your BT problem.

If it is needed, an engineer visit can be booked or you'll get a call back from our tech guides to look into it further.

Michael

[Andywick123]

Update: now resolved. Called customer service twice. First time they did a factory reset and didn’t do anything. Second one, they sent a replacement hub and engineer who did a factory reset on the admin side as there was update that hadn’t gone though with a bunch of hubs so engineers are going round country doing this update! Informing you in case others report same issue on these forums.

So, could have solved it on my phone but on the day I noticed it but glad it’s resolved. Hasn’t dropped since 🤞

[WSH]

Just out of interest, what is this firmware version that "hasn't gone through"?