topic Re: Disconnections after FTTP upgrade. in Full Fibre

Disconnections after FTTP upgrade.

longedge — Thu, 30 Nov 2023 13:34:17 GMT

I upgraded to FTTP on the 21st Nov. and since then i.e. last 9 days, I've had 5 disconnections. The last one was about 01:19 this a.m. and the log shows "WAN connection WAN1_INTERNET_ETH disconnected.[ERROR_NO_CARRIER]".

After FTTP became available in my area, there was a very noticeable change in my FTTC service and when my fibre was installed I was on day 66 of continuous uptime.

TBH the disconnections have so far not bothered me but I am wondering whether they are just the start of more serious problems. I don't know what the possible causes are for the disconnections and indeed whether I should be reporting a fault so I thought I'd ask here for guidance.

Re: Disconnections after FTTP upgrade.

pjmarsh — Thu, 30 Nov 2023 13:42:21 GMT

That seems quite an odd one. Normally FTTP is stable and pretty solid. I wonder if you've got a faulty ONT. Do you know/can you find out what happens with the lights on your ONT when it disconnect?

Re: Disconnections after FTTP upgrade.

MisterW — Thu, 30 Nov 2023 13:53:44 GMT

If there's no change in the ONT lights, then

1) check that the ethernet cable is securely located and locked in at both the ONT and router

if that has no effect then

2) try another ethernet cable

Re: Disconnections after FTTP upgrade.

longedge — Thu, 30 Nov 2023 14:13:01 GMT

3 of the disconnections were around 1a.m. last night at about 12:40 and 01:19 so watching what's happening isn't possible (I'm too old for night time vigils 😁). I only know about the other two disconnections because they showed up on my ThinkBroadband broadband quality monitor.

I will check the ethernet cable. It was brand new and previously unused, not to say that there's not a fault but I doubt it, although I understand the inference from the error log.

I was wondering if there is some sort of load balancing going on but I don't know if that is even a possibility?

Re: Disconnections after FTTP upgrade.

MisterW — Thu, 30 Nov 2023 14:13:53 GMT

The early hours are when BT wholesale tend to schedule any maintenance, so that's a possibility...

Re: Disconnections after FTTP upgrade.

pjmarsh — Thu, 30 Nov 2023 14:18:54 GMT

Those three could be maintenance work somewhere else on the Openreach network given their times. These do happen from to time. Nine would be excessive though.

Edit: Sorry, I miss remembered, thinking you'd said 9 disconnects, rather than 5 in 9 days!

Re: Disconnections after FTTP upgrade.

longedge — Thu, 30 Nov 2023 14:20:26 GMT

Just to be clear - 5 disconnections in total.

3 overnight around 1am and of those 3, 2 were last night.

The remaining 2 were during the day and as I said, I didn't notice them so for now it's unimportant and just a case of whether I need to 'nip it in the bud'.

Re: Disconnections after FTTP upgrade.

SammyM — Thu, 30 Nov 2023 14:23:14 GMT

Hiya @longedge

I can see the drops on your line here; http://visualradius.plus.net/visualradius/generated/image17013528181433.png and I want to run some tests.

Are you using our router?

Re: Disconnections after FTTP upgrade.

longedge — Thu, 30 Nov 2023 14:29:02 GMT

Thank you for that. Only for this forum so go ahead.

Edit - 🙄 I read "Are you using your router". Yes PlusNet Hub Two. Previously used on FTTC.

Re: Disconnections after FTTP upgrade.

SammyM — Thu, 30 Nov 2023 14:32:19 GMT

I've sent you a PM with what I need, can you pop it over?

Re: Disconnections after FTTP upgrade.

longedge — Thu, 30 Nov 2023 14:40:32 GMT

@SammyM I haven't got a PM but I received an email to say you've raised a ticket which I've reviewed.

Re: Disconnections after FTTP upgrade.

MisterW — Thu, 30 Nov 2023 15:24:34 GMT

I haven't got a PM

I have though, oops!

Re: Disconnections after FTTP upgrade.

SammyM — Thu, 30 Nov 2023 17:04:35 GMT

Haha Sorry about that Have you got it now?

Re: Disconnections after FTTP upgrade.

longedge — Thu, 30 Nov 2023 18:14:14 GMT

Thanks, reply sent.

Re: Disconnections after FTTP upgrade.

longedge — Fri, 01 Dec 2023 19:35:56 GMT

Very many thanks for your pro-active intervention. Excellent customer service as always 😊.

p.s The 'fix' is that we've agreed to monitor the connection as all the tests that have been done showed no faults.