cancel
Showing results for 
Search instead for 
Did you mean: 

Disconnections after FTTP upgrade.

FIXED
longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Disconnections after FTTP upgrade.

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.

14 REPLIES 14
pjmarsh
Superuser
Superuser
Posts: 4,159
Thanks: 1,685
Fixes: 23
Registered: ‎06-04-2007

Re: Disconnections after FTTP upgrade.

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?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

MisterW
Superuser
Superuser
Posts: 16,286
Thanks: 6,242
Fixes: 447
Registered: ‎30-07-2007

Re: Disconnections after FTTP upgrade.

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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Re: Disconnections after FTTP upgrade.

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?

MisterW
Superuser
Superuser
Posts: 16,286
Thanks: 6,242
Fixes: 447
Registered: ‎30-07-2007

Re: Disconnections after FTTP upgrade.

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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

pjmarsh
Superuser
Superuser
Posts: 4,159
Thanks: 1,685
Fixes: 23
Registered: ‎06-04-2007

Re: Disconnections after FTTP upgrade.

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!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Re: Disconnections after FTTP upgrade.

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'.

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Disconnections after FTTP upgrade.

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? 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Re: Disconnections after FTTP upgrade.

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.

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Disconnections after FTTP upgrade.

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

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Re: Disconnections after FTTP upgrade.

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

MisterW
Superuser
Superuser
Posts: 16,286
Thanks: 6,242
Fixes: 447
Registered: ‎30-07-2007

Re: Disconnections after FTTP upgrade.

I haven't got a PM

I have though, oops!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Disconnections after FTTP upgrade.

Fix

Haha Sorry about that Smiley Have you got it now?

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Re: Disconnections after FTTP upgrade.

Thanks, reply sent.

longedge
Pro
Posts: 442
Thanks: 58
Fixes: 4
Registered: ‎27-01-2008

Re: Disconnections after FTTP upgrade.

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.