MyBT app reporting BT Smart Hub poor connection

[Quesada]

Can anyone please explain exactly what this issue is and how it can be rectified.

[imjolly]

are you having connection problems? drops in internet or hub resets?

[Quesada]

Yes.

[imjolly]

have you tried anything to fix problem - if have landline phone not on DV tried 17070 option 2 to check for line noise or connected direct to test socket and see if that helps or have you tried something else

[Lee15]

Following as mine also shows the same, web chat not very helpful as connection has returned. I’ve been experiencing drop outs in the evening for 2 weeks. 800mps down to 2mps. 

this suggests a line issue but web chat stated their is no issues in the area. 

[Quesada]

Hi @Lee15  

I have experienced what appears to be a stale PPP-session problem intermittently, for more than three years, beginning after my upgrade to BT Full Fibre.

n my case, the physical connection can appear healthy, and BT’s ordinary checks may report no line fault, while the Smart Hub is unable to establish a usable internet connection.

The Hub commonly displays a flashing orange light during these incidents.

BT has previously referred in writing, to a failure at the PPP or authentication stage. I was also given an explanation that an earlier session, might remain “stuck” on BT’s authentication system.

A short restart of the Smart Hub or ONT, has not always resolved the problem.

More recently, I found that leaving both the ONT and Smart Hub powered off for approximately 20–30 minutes, allowed the connection to be re-established, when they were powered on again.

My working explanation is that the extended disconnection, may allow an old PPP session to expire or be cleared, before the Hub attempts a fresh connection. PPPoE sessions and RADIUS-based authentication/accounting ,can involve retained session state, but only BT can confirm exactly what occurs within its network, and what timeout settings apply.

If you experience similar symptoms, it may be worth recording:

• the Hub-light status;
• whether the ONT lights remain normal;
• the exact time the service failed;
• the results of BT’s line and Device Speed Tests;
• how long the equipment was disconnected; and
• whether a usable connection returned afterwards.

You could try leaving the ONT and Smart Hub powered off for approximately 30 minutes, provided doing so will not interrupt any service you depend upon, including Digital Voice, alarms or monitoring equipment.

This may restore the connection temporarily, but it does not identify or correct whatever initially caused the session to fail. I would therefore still report the incident to BT, and ask them to examine the PPP authentication, and session records for the relevant period.

[Lee15]

Thank you for the detailed reply. 

i’m awaiting a call from BT, this happens at the same time each night around 7pm - 10pm, my speeds are in unusable. I’ve only noticed this since Open Reach has been into the local CAD. 

I tried a full reset for 5 minutes last night, this did not restore the speed. It automatically comes back to speed anytime after 9:30pm onwards. 

Speeds from 700-800 average down to 1-2mps. 

[Quesada]

@Lee15 

Hi mate. Don't confuse me for an expert. I have been having my issue for over 3 years and because BT have been less useful than a chocolate tea pot, I have had to try to figure  my specific PPP issue out, for myself.  I'm not even going to try to guess what your issue is, but the fact that it happens at the same time every night, should help to narrow it down. Good luck and don't let BT give you the run around.

[licquorice]

I assume CAD is a typo for CAB.

As FTTP doesn't come from the cabinet, the Openreach visit to it is entirely coincidental.

[Lee15]

It was just a typo, and I’d also got this mixed up with what I actually meant.

My broadband is underground rather than overhead. I mean the manhole cover that Openreach use when making new connections to the network. I’ve noticed Openreach in the area on quite a few occasions recently, so I’m assuming they’re not making a new connection every week. 

regardless, if the BT app says they have a found a fault then you would naturally assume so can BT!