topic Re: I have a serious problem with my New Fibre Line. in Broadband & Landline

I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 19:25:33 GMT

Hello,

On the 9th of Jan I went live with FTTP - From what I can tell from the BT database I am the first and currently only person in the village on it. But I have already had problems that no one can seem to solve.

I do need to state that I am on 1.6Gbps and I have NO complaints about the speed - It's solid but I am getting constant intermittent disconnections that happen randomly during any downloads I do - from several protocols, ports and sources. This even happens when connected to a VPN. I don't use WIFI

I've worked for an ISP for 20 years off and on and when I last left FTTP was just coming out. However this is the first time I have ever had it. Some of my experience tells me things that need to be done. So the problem is that I will get a total loss of connection. ONT stays Green no matter how I connect to it. So here's what I have done to try and solve it.

I've connected my PC to the EE router. I've changed the 2.5Gbps Ethernet to USB-C adapter in case the old one was faulty. I've tried 3 Nvme drives with clean installs of Windows 10 and 11 on to rule out my Nvme being faulty. Each time I get a loss and I get "WinError 10051" However the online fixes and adding stuff to the registry has not solved the problem. The connection comes back after a few mins without any intervention needed

I have an M1 mac Mini which also has the same make of Ethernet to USB-C adapter connected to a Thunderbolt port and I get exactly the same thing. On the MAC I am just told the address can not be resolved. The connection one again comes back after a few mins without any intervention needed. On both machines even connecting to the 1Gbps NIC using a fresh Ethernet cable gets the same results.

Thinking it could then be the EE supplied Router I decided I needed my own kit so I purchased the Asus RT-BE88U which is a decent bit of kit. This means I was connecting to the ONT via PPPoE - and I got the same result on both devices. So now I have ruled out the EE Router. I also connected each machine to the ONT directly via PPPoE and still I get the same result on each. I also replaced all the Cat7 cable.

So, as I have ruled out everything inside the property - so it was time to call EE. An Engineer was sent out the next day - he found no faults and said my light was 18 (maybe -18) which was spot on.

To further compound the issue I am in the last month of a leased Line which I have had for 5 years at 1Gbps speed. I've repeated all the download tests on both machines and NOT had a single problem - it HAS to be a line issue.

I am happy to call and log another fault, but the last Guide said they were lost what to do - Would I be unreasonable to ask to leave within 30 days as the problem has not been fixed? If it's not a line issue it must be an ISP one? Could I use OTS to go elsewhere for 30 days and see if I get the same thing?

Thank you

Re: I have a serious problem with my New Fibre Line.

XRaySpeX — Mon, 03 Feb 2025 19:29:45 GMT

You can't use OTS within your cooling-off period, which is 14 days from installation, to cancel your EE BB w/out incurring exit fees. It must be done by calling CS.

Why an Ethernet to USB-C adapter for the PC? Doesn't it have an Ethernet port?

Re: I have a serious problem with my New Fibre Line.

JimM11 — Mon, 03 Feb 2025 19:41:52 GMT

@pcoventry8 Have you tried a reduced speed on the ont direct?

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 20:05:50 GMT

Okay thanks.

Well I'm not paying £79,99 for a connection that drops every time I try to download a game update. So I will call CS and I guess id that does not work I will have to raise another fault.

They both have but it's 1000 so I needed 2500.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 20:00:09 GMT

@JimM11 Hi,

I've connected to the ONT to get 1000 on both - so are you saying I should drop the NIC down to 100 and see if that still times out? its usually around the 75-80GB mark so that's a test I am happy to do overnight. My software will tell me if I get a drop out and for how long so I guess I will try that - thanks.

Re: I have a serious problem with my New Fibre Line.

JimM11 — Mon, 03 Feb 2025 20:05:25 GMT

@pcoventry8 No, not software drop, hardware drop, 1Gb/s Nic direct on the ONT. You have not had the ONT replaced so it is not ruled out, and if it is a service issue who knows, trying speed reduced hardware so the ONT negotiates down to 1Gb/s.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 20:10:41 GMT

Sorry Jim I thought I had put that in my starter post. I've connected both computer and Mac to the ONT directly and so both are at 1Gbps and I have the same problem, I don't have the problem when I connect them to my outgoing Leased Line which is also 1Gbps and all my downloads complete. The software is just telling me that it was dropping, But then I try to go to say Google or this site and both Chrome and Edge and I get nothing. I can't do anything for about 2-3 mins after this happens. Even a disable/enable of the NIC does nothing

It could be the ONT but it's 2 weeks old. I suppose no lights dropping mean it could be the ONT - The Engineer was a lovely chap who tested it and said it was fine. he had his kit on it for quite some time to try and catch anything - but nothing was found.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 20:23:51 GMT

I started my own thread not knowing this one existed. I am also having the same problem! only for me it's every time I try to download something. It took me about 3 days to get COD 6 because it's so big and after about 80GB my connection would crap out. I think I pay £79.99 as I am only on a 12 month contract but I've been kicked out of Steam,Xbox and GeForceNow as well as being told I am offline

I've replaced the EE router and everything inside - only the ONT remains which is fairly new. I will keep an eye on this thread now - thanks to you and the others ( and the OP) for also stating you have an issue - Does seem to all be on the top tier no?

Re: I have a serious problem with my New Fibre Line.

chrisowens — Mon, 03 Feb 2025 20:35:23 GMT

Unless your downloads are dropping out only and exactly between the hours of 00:00 and 01:00 each day, then I'd say your issue is likely not the same issue that is being tracked here. I'd argue that your issue sounds even worse! I hope you manage to resolve it.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 20:41:28 GMT

Sorry I just wanted to add that for some of us it's even worse. And it might well be dropping at that time too. I am never up to be able to tell.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 20:43:32 GMT

This is the thing. I did purchase my own router. mainly because 30 day no hardware 1.6 connections can be had for £55 a month - so over 1 years that's a new router paid for anyway. But for me it's still happening despite totally removing the Smart Hub pro, which IMHO is a pile of Junk anyway

Re: I have a serious problem with my New Fibre Line.

chrisowens — Mon, 03 Feb 2025 20:46:10 GMT

Understood. It sounds like a different issue than the Smart Hub Pro dropouts between midnight and 1 a.m., though. I hope you manage to get it sorted!

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 21:08:35 GMT

I will stay up tonight and play a game and see if I also get a drop out. I am keen now to see if I can join the ranks of this particular problem or not. I've re connected the EE router and I am on it now. Just had a drop out already but hey ho!

Re: I have a serious problem with my New Fibre Line.

JimM11 — Mon, 03 Feb 2025 22:16:38 GMT

@pcoventry8 Not sure what, but you said that you connected all devices via the USB to 2.5Gb/s adapter, is that true or not, do both your mini mac and laptops have dedicated nic ports on each device that are 1Gb/s rated hardware wise.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 22:19:25 GMT

No I said I had connected both machines via a 2.5Gbps Ethernet to USB-C adapter AND both of them to their built in 1Gbps NIC's and got the same on both on the EE line!

2 Machines and 2 Ethernet adapters - same result
2 Machines using their built in NIC's both 1000/1000 - same result

Re: I have a serious problem with my New Fibre Line.

JimM11 — Mon, 03 Feb 2025 22:25:25 GMT

@pcoventry8 Was that also a direct connection to the ONT lan port by passing the router/routers and using the pppoe setup dial up connection? testing both the 2.5 and the 1 Gb/s with all devices failing.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 22:58:48 GMT

@JimM11

Yes. And both times it failed. When I called EE the Guide did say that it stated "Multiple drops detected within the last 24 hours" so it was showing their end too. The LAN light on the ONT stays green and the network and Internet settings on both machines still show a connection also.

The OR Engineer I am sure would have swapped the ONT had he deemed it needed, but he said it was fine so I really don't know what else to do apart from call CS tomorrow and have a chat with them.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Mon, 03 Feb 2025 23:03:53 GMT

@XRaySpeX

If you are replying also please don't think I am being rude and ignoring you. I am being told you are replying but I can't actually see any replies since 7:29PM - although it says you replied twice the same time as Jim (the last being 10:25PM) and that's the one I can't see.

But I get this.

Re: I have a serious problem with my New Fibre Line.

XRaySpeX — Tue, 04 Feb 2025 00:58:55 GMT

@pcoventry8 : You're misreading the notification. When it says "JimM11 & XRaySpex replied............................................@ 11:25" it means Jim replied @ 11:25 & I was the last responder before that at any time. So my last reply was indeed @ 7:29.

Re: I have a serious problem with my New Fibre Line.

pcoventry8 — Tue, 04 Feb 2025 01:09:32 GMT

ah okay thank you for clearing that up.