Really bad internet connection and Bad service

[1DH]

Since moving to a 550Mb Full Fibre line as soon as the ground laid lines allowed we have have been receiving issues with speeds and disconnects, with no way to contact or register the fault other than texting a number, that does not function with my mobile carrier. The Message button does not function from the webpage, (when you hover over the button it does not display a URL). Has anybody experienced this and managed to get any further than me, I would welcome any ideas. 

[imjolly]

are you a BT broadband customer? do you have digital voice?

it is unusual to have connection problems with FTTP - are the lights on the ONT (small square openreach box) on and if so what colour?

are your problems with wifi connections?  does the problem also happen on wired/ethernet connections?

[1DH]

Thanks for the quick response, 3 green lights presently, I am hard wired on PC, wifi for TVs. Problems on all connections, line drops sometimes I didnt record what light colour on the ONT were, router light goes orange/red. The lights are Green and Blue respectively when the lag occurs.

Edit: Yes BT with digital voice

[rbz5416]

Theres no URL on the message button, it simply launches a pop-up. Just checked it in Chrome, Edge & FF so the chances are that pop-ups are blocked in your browser or AV.

It's critical to monitor the LEDs on the ONT when the line drops to determine where the fault lies. In the meantime it's worth making sure that the optical cable is securely plugged into the ONT, along with the power cable. A replacement ethernet cable to the Hub is also worth a try.

[iniltous]

The sate of the lights on the ONT , during your problems will be very informative, if the PON light goes off and LOS light comes on ( even briefly ) then there is a physical problem, it’s not unheard of for the splice in the CSP to fail soon after installation making the ‘connection’ fail periodically, that’s  when the LOS ( loss of signal ) appears, it can be more prevalent with things like changes in temperature, so if the CSP in sunlight and then darkness the heating and cooling effect can be disruptive .

You obviously have the option to call your provider if you are struggling to report the issue any other way 

[Quesada]

I have been experiencing a similar intermittent issue for 20 months. I had consistently been told that my problem was internal and was even persuaded to upgrade my “Full Fibre 900” package, to include “BT Halo 3”. Needless to say that this did not resolve the problem and BT have finally admitted, that there is a known software issue with the mechanisms that they employ, to measure the incoming signal to the ONT. This has been referred to as a “Stale PPP Session Fault”, which effectively means that “hereditary” and not “live” signals can sometimes be recorded. The bottom line is that their own remote tests and those carried out at the premises by “Openreach” engineers, are not as infallible as they claim, as they can result in “false positive” results. BT have consistently refused to accept the evidence supplied via the “MyBT App”, that my service has fallen below their “Stay Fast Guarantee”, on 259 separate days since April 2023. However, they will accept the results taken via the “https://pbtcsc.saas.nokia - Hub Smart Speed Test”, which you can request from customer support. The issue with this test is that it has a short shelf life of only 24 hours, so must be requested on a daily basis, which is time consuming. On a positive note and from my perspective, BT have consistently implied that I am the only one of their 10+ million “Full Fibre” clients, who has experienced this issue, but this is clearly not the case. Good luck.