New issue - poor connection on smart hub2

[licquorice]

A stale PPP session cannot possibly be caused by a physical problem with a cable.

[Quesada]

With all due respect @licquorice, I am at a loss to understand why you would choose to proclaim on a public forum, that a physical problem with the external cable itself, could not possibly affect the strength of the incoming light signal to the customers ONT. For your information, I have enclosed the most recent error report which clearly implies, that although my Hub may be in sync with the exchange or cabinet, it is experiencing issues in connecting to the gateway. More to the point, it specifically states that if there is no PPP Session, it is likely to be a network issue. As my problem is clearly external and has been ongoing for so long, why is it so unreasonable of me to request that the cable is replaced, particularly as it is the only avenue that has not yet been explored. 

[licquorice]

The PPP protocol is a high level protocol used to authenticate customers. It has nothing to do with physical connectivity or light level.

[iniltous]

As explained on your other post , the symptoms you experience cannot be attributed to the passive Openreach network, the stale PPP session  statement and that this is likely to be a network problem is not referring to the Openreach network but the BT network, so not the ‘external’ network between the headend and your ONT , but the ‘internal’ network between the headend and the ISP network , changing the passive optical dropwire from the pole to your CSP is pointless and not justified, there is no evidence that the signal between the headend and your ONT is being dropped.

[Quesada]

With respect @iniltous, I am a little confused so if you could please explain in layman's terms, exactly what you mean, it would be very helpful. If as you say the issue is with the BT Network itself, why would customer support continually insist upon sending an Openreach engineer to resolve the problem. Equally, why would an Openreach engineer have gone to the effort of changing the ports on the telegraph pole, if it was unnecessary. As previously stated, since it was upgraded, the ONT has now been replaced twice and both the internal and external connections have also been respliced. As regards to your claim that there is no evidence that the signal between the headend and my ONT is being dropped, how to you explain the occasional solid red LOS light and the more frequent flashing green PON lights. Most of the time, it merely causes my Smart Hub to reboot almost immediately, but occasionally, the drops last longer. This causes an initial solid orange light on the Hub, which then reverts to flashing pink. At that stage, I usually power cycle both the ONT and Hub and if I am desperate, have also resorted to factory resetting the Hub. Part of the problem is that the BT monitoring systems appear incapable of identifying the drops in signal, which on several occasions, have occurred whilst I have been on the phone to customer support. As previously stated, the Stale PPP Session was first identified in November 2023, but only because the “https://pbtcsc.saas.nokia - Hub Smart Speed Test”, had been sent to my iPhone and it's results contradicted those being received remotely, by BT customer support. I was told that "hereditary" and not "live " readings were somehow being recorded. Therefore and please excuse my ignorance, but are you claiming the stale PPP sessions, which are now being officially recorded on almost a daily basis and the intermittent drops in connection, are actually separate unrelated issues.