With respect, you have neatly summed up the dilemma, that I and many other’s customers are experiencing. Personally, I have never disputed the fact that the issue with the incoming signal to the ONT is rare and therefore, obviously hard to trace. However, you appear to have kindly confirmed that this is a known fault, but only occurs within a tiny window, when the light signal is degraded, which causes the connection to drop. The bottom line is that BT/Openreach, appear reluctant to admit that their remote monitoring mechanisms are fallible, in that they consistently fail to record this specific problem, which has been referred to as a "Stale PPP Session Fault”. In my case, the issue was only identified, because I had been allowed to run the “https://pbtcsc.saas.nokia - Hub Smart Speed Test” link, simultaneously to the remote tests being carried out by a BT technician. As my results contradicted those being supplied to him, it was established that for some unknown reason, he was receiving "hereditary " and not "live" readings. Going forward, this forum has identified that upgrading the ONT, has resolved the issue for some customers. However and in my case, an onsite Openreach engineer declined this specific instruction from a remote BT Technician, because he could not gain authorisation from his manager. It appeared to be a question of who would forfeit the costs.
