topic Re: Fibre Broadband drop out in Broadband

Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 10:17:56 GMT

Using Hub2

Last night my connection dropped at midnight. could not re-connect. The phone worked but no connection to the internet.

This has happened a few times.

I did the off and on thing to no avail

How do I resolve?

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 10:21:10 GMT

@Wrootbill What light(s) do you have on the Hub2?

Re: Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 10:21:34 GMT

From BT broadband for info

Re: Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 10:23:29 GMT

Red, but blue now because it has re-connected this morning but would not re-connect last night

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 10:24:40 GMT

So you are now back up and running?

Re: Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 10:27:19 GMT

I am back up and running but I am trying to understand what happened as this is not the first time this has occured

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 10:29:23 GMT

How often has it happened? Can you post the output from the WAN tab of your event log?

Re: Fibre Broadband drop out

Baldrick1 — Thu, 24 Nov 2022 11:13:17 GMT

@Wrootbill wrote:

Red, but blue now because it has re-connected this morning but would not re-connect last night

Did you try a factory reset by pushing a paperclip or similar in the reset hole, keepimg the switch closed until the light turned green?

Re: Fibre Broadband drop out

Townman — Thu, 24 Nov 2022 11:44:38 GMT

What time did this go off / get restored?

There is every possibility that BT Wholesale were undertaking major maintenance in the area. I saw this happen on a couple of nights a few weeks back. This is a really useful resource - Zen Broadband Status

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 11:50:01 GMT

That was one major thought in my mind, too. A very useful resource as well.

Re: Fibre Broadband drop out

Baldrick1 — Thu, 24 Nov 2022 12:44:43 GMT

@Townman wrote:
There is every possibility that BT Wholesale were undertaking major maintenance in the area.

I would have expected this to result in a solid Orange light, not a Red one.

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 12:49:23 GMT

Until the OP comes back with more information - if they do - we are speculating. I think there is more to this than we have been told.

Re: Fibre Broadband drop out

Baldrick1 — Thu, 24 Nov 2022 14:50:06 GMT

To my simple mind the red light is associated with the hub firmware getting itself screwed up, typically through a Watchdog Error (0x3). If on a factory reset it started again and restored the connection then that would suggest that whilst it might have been a glitch on the network it might also be an intermittent fault developing in the hub. If on a hub reset the light stayed orange then that would indicate that the DSL connection was down.

That's without speculating the cause of the OP's problem, simply spelling out the options as I understand them.

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 14:56:19 GMT

@Baldrick1 I can see roughly where you are coming from, but at no point did the OP suggest they had done a reboot/reset of the Hub, merely stating that it was 'back to blue this morning', leaving me (and @Townman ) to 'blame' a network issue (failure/maintenance/w.h.y.). Unfortunately unless the OP comes back with more detail, we are wasting our time on speculation.

Re: Fibre Broadband drop out

Baldrick1 — Thu, 24 Nov 2022 15:29:32 GMT

@jab1

Maybe it’s just my geeks interest in hubs. I agree that the OP did not factory reset the hub, but if they had it would have told them whether the cause could be a lengthy network outage. I am interested in whether there was a reported outage as the nugget of knowledge that could be gained would be that re-establishing the service can reset the hub and clear the watchdog or other detected internal fault error. I would assume that a red light would normally trigger the hub to automatically reset when if there was no DSL connection the hub would show orange.

@bobpullen can you expand my knowledge?

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 15:36:16 GMT

Fair enough, @Baldrick1 . From the little info the OP has provided though, I'm still leaning towards a BT/OR or BTW action. I admit to knowing nothing of PN hardware after the TG852n other than what I pick up on here and the various information pages I have collected

I wish people would close a topic, even if it was only by saying 'too much for my brain, thanks and good-bye'.

Re: Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 16:47:03 GMT

All,

Sorry but work got in the way!

Using the ZEN broadband resource I note that BT were carrying out work when the outage happened and are again tonight.

Re: Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 16:50:50 GMT

Also I did not carry out a re-set, mereley power cycled the Hub2.

Thanks to everyone that tried to help but I think it was BT as it was working again this morning after I left it connected overnight. The Zen resource link was really helpful.

Cheers

Re: Fibre Broadband drop out

jab1 — Thu, 24 Nov 2022 16:51:18 GMT

There's your answer then.

Just one question though - Is the 'Max observed downstream speed' in the BTW screenshot you provided earlier 'normal' for you?

Re: Fibre Broadband drop out

Wrootbill — Thu, 24 Nov 2022 16:53:33 GMT

I am also colour blind. My red light could be orange on the Hub2!