Ongoing Connection Dropouts Since Moving to Full Fibre

[#1]

@stuartjsmith 

When your network is in the fault state, are you able to access the Orbi management pages? Does the Orbi show the broadband connection as being down, with all your devices Wifi/Ethernet still shown as an active connected device to the Orbi?

A point of interest, what were you using the orbi system prior to moving to Full Fibre?

If so, how was it connected as a router with what as a modem or as a Wireless Access Point with what as the connected router?

Have you enabled IPV6 for the PPPoE connection? I would suggest disabling if you have, as that is not currently supported by plusnet. The PPPoE connection should be set to always ON

I was wondering if you fancy trying the Hub Two as your router turning off it's WiFi and using the Orbi in Wireless Access Mode?

[#2]

I was told by Plusnet support on the telephone in December it has battery backup and that I needed to disconnect all the wires as well. Is this not true? There is no separate battery unit I just assumed they knew what they were talking about and it was internal to the ONT.

When the broadband is down I can access all the management pages, all the satellites are connected and all the devices are still connected, but it shows that there is no internet connection. I have turned debug login on the Orbi now so hopefully will have something soon.


Before moving to full fibre I used the Orbi connected to a netgear modem, was solid as a rock for years.

IPv6 is not enabled for the PPPoE connection. I will check the always on setting when I get home I cannot imagine it is not set to that.

I can try it in access point mode yes, will try to find some time over the weekend. Not keen on that as a solution though as I have two big boxes on my shelf then, but let’s see.

I have the same connection problem when I use the hub two and that also has no internet when this problem occurs unless I hard reboot the ONT.

[#3]

I have the same connection problem when I use the hub two and that also has no internet when this problem occurs unless I hard reboot the ONT.

This being the case there is not really much point putting the Orbi into WAP mode.

EDIT: Event log would be helpful.

I would say disconnecting all the cables and reconnecting everything is a dumb idea. Just powering stuff OFF for a few minutes is all that is needed. Just need to be sure all the power lights are off so any active connections will decay.

[#4]

---

@stuartjsmith wrote:
I was told by Plusnet support on the telephone in December it has battery backup and that I needed to disconnect all the wires as well. Is this not true? There is no separate battery unit I just assumed they knew what they were talking about and it was internal to the ONT.

---

it isn't intergrated, it seperate unit.... May we have a wider pic of the ont to confirm that there is no bbu.

"When the broadband is down I can access all the management pages, all the satellites are connected and all the devices are still connected, but it shows that there is no internet connection. I have turned debug login on the Orbi now so hopefully will have something soon."

When this happens next, can you go into the log page and get the details please. 

If you can put the hub 2 back in i believe that pn can see the logs from the router. 

[#5]

if Stuart has got a bbu then what PN said is correct, because of a potential stale connection. But, from his picture of the ont it doesn't look like it 

[#6]

@krusty 

My ONT has a ON/OFF switch, looking at the supplied ONT picture you'll see there is a ON/OFF switch legend, all is required would be to power the ONT off for a short period not to disconnect the cables. However if the switch did not exist then removing the DC power lead would be required if a BBU was being used or the power pack is a hard to get to location.

For what I can work out the ONT is a Adtran SDX611 GPON.

@stuartjsmith 

You mentioned the Hub two also exhibited the issue when used, provided you have not factory reset the Hub the event log should still be available if you want to try sharing them?

[#7]

---

@Dan_the_Van wrote:

@krusty 

My ONT has a ON/OFF switch, looking at the supplied ONT picture you'll see there is a ON/OFF switch legend, all is required would be to power the ONT off for a short period not to disconnect the cables. However if the switch did not exist then removing the DC power lead would be required if a BBU was being used or the power pack is a hard to get to location.

For what I can work out the ONT is a Adtran SDX611 GPON.

---

The nokia 1gbit and 2.5gbit onts supplied by OR has a on/off button and same with the adtran as you just mentioned. His install was new as the fingers (as i like to call them) are a very recent addition to the install process to stop people taking them when they move.

I'm not saying Stuart doesn't have a bbu, but its unlikely to be one there from the picture. If there is one there in the mix, it is worth temporary disconnecting it so it doesn't play a part in when the connection has an issue. It also means its only ont > hub2.

My own gut feeling is in order

Router
Ont
BBU (if there is one)
cables. 
PN or ONT missconfig

I do think one of the PN staff looks at the user disconnects to see if theres anything wrong at this stage too. Hopefully with stuart now knowing about the on off switch the issue (until resolved) will be less wear and tear on the cable connections. 

I also completely understand Stuart's frustration right now, hes ordered a service and its not quite working.

[#8]

---

@Townman wrote:

@bobpullen - gentle nudge.  Is there a recognised profile for the reported perceptions discussed on this thread please?

---

In the last month, I can see 3 PPP drops and notice that some of these take a while to come back up. Two of the drops were at the sort of time I'd expect Openreach to be carrying out maintenance. The other coincides with a network incident.

Incidentally, there has been a lot of planned work/incident activity on parts of the network @stuartjsmith's connection is supplied by, I see 9 seperate work notices for June alone!

I'd like to think that it's the sort of thing that will hopefully settle given time.

I don't know anything about an acknowledged issue affecting certain ONTs so that's news to me 🤔

[#9]

Thanks Bob for filling us in with that info. 

I guess its a case of stuart logging info and also the router log, so we can remove network maintenance from the equation. 

As for the ont, from my sample size of two, i had one that didn't update on activation, it just blinked for ages and the engineers chucked a 2.5gbit ont on instead and it updated fine.

Ont failures would be either psu related or firmware upgrades (and i doubt there is that many firmware updates done). Optical to ethernet conversions mostly don't break.

[#10]

To paraphrase the OR engineer a bit as this was a couple of months ago, he said that "Adtran ONT's have a known issue where they will not reconnect and that there are literally thousands of people in the country with this same issue and they are working on a fix, but the Nokia ONT's do not suffer from the same issue, but the Nokia ones are only installed when the connection that you are paying for is faster" (I pay for just 300MB)" Not word for word obviously but along those lines.

[#11]

I have an Adtrans ONT (for the last 16 months) and it has been rock solid.

[#12]

@stuartjsmith 

Can you share the model number of the Adtran ONT you have please?

Some event logs from the router your are using from the next failure you have will be great.

[#13]

---

@stuartjsmith wrote:

To paraphrase the OR engineer a bit as this was a couple of months ago, he said that "Adtran ONT's have a known issue where they will not reconnect and that there are literally thousands of people in the country with this same issue and they are working on a fix, but the Nokia ONT's do not suffer from the same issue, but the Nokia ones are only installed when the connection that you are paying for is faster" (I pay for just 300MB)" Not word for word obviously but along those lines.

---

The only time you get a faster "ont" is the 2.5gbits onts, which both antran and nokia both supply. We really bad need to see what happening when your connection goes. The log is the only way we can see that.

for instance this is partially my log (i'm not with pn anymore) but 

"Jun  6 07:29:30 wlceventd: wlceventd_proc_event(645): eth8: Deauth_ind 6C:C7, status: 0, reason: Disassociated due to inactivity (4), rssi:-78
Jun  6 07:29:30 wlceventd: _add_wlc_event_tbl(1040): client table was full
Jun  6 07:31:04 wlceventd: wlceventd_proc_event(685): eth8: Auth 6C:C7: status: Successful (0), rssi:0
Jun  6 07:31:04 wlceventd: _add_wlc_event_tbl(1040): client table was full
Jun  6 07:31:04 wlceventd: wlceventd_proc_event(695): eth8: ReAssoc 6C:C7: status: Successful (0), rssi:-92
Jun  6 07:31:04 wlceventd: _add_wlc_event_tbl(1040): client table was full"

the client table is full messages, is something i need to look into, but for me to show that somebody has a bit better knowledge of my router will help them to help me rather than me just saying something.

Don't worry about the ont right now, lets see what the router is doing .