Broadband down

[Dad66]

Installed 14th of September. No connection to this day. Multiple restarts, Hub replacement + engineer visit. Result? No broadband. According to EE everything is fine. No its not. Wifi connection with exclamation mark, multiple DNS errors. Extremely low packets sent and received, upload 0. Also being charged for a full month without any compensation.

The most interesting thing is, just before engineer visit connection came back, barely but came back. For him to say it is connected? He left and we got cut off again. Do you play around with this EE?

[JimM11]

@Dad66 Replied on your other post before i seen this so you can just ignore that i will go back and delete it, your EE Hub which one do you have and to start with what is the led light status currently? Two hubs something going on with your connection wither it be FF Full Fibre or Copper master OR socket.

Did you have a working connection before as you say Installed 14th so what was involved just new, home move, got Full Fibre installation, or do you just wish EE to keep going at it for you?

[Dad66]

This is the latest smart hub pro 7 with a full fibre 1.6gb. Lights on ONT are usually solid (from left to right) solid, solid, blank, blinking. Hub is aqua and still no connection at all. Cables connected properly there is nothing loose. Last week and a half PON was constantly blinking and hub was blinking orange or solid aqua. Nothing makes sense with these lights to be honest. No broadband at all if they are on or off. There was a problem connecting from day one with first engineer installation visit. 

[JimM11]

@Dad66 So a 1.6Gb/s FF, did the ONT get swapped or is it still the same one? Lights are Power/Pon Both solid green, LOS should be out, and the Lan flashing with data back forth, and a solid Aqua light on that Pro Hub. Is this all correct? There are a few different ONT's with various led positions so need to know what instead off just the left/right as you have done. Take a quick look at the link below some ONT's i have posted up earlier.

Solved: Re: Smart hub 7 pro delivery. - The EE Community

ONT has to get provisioned correctly by OR, once done then PON goes steady Green, you never ever want to see the LOS anything but blank/not lit.....

[Dad66]

So, this is our first time with openreach. They installed first ever ONT in this flat. It looks like the first one from the link or at least very similar. It has different model number which is SDX601q. Can confirm LAN is flashing, PON is solid or flashing at random and power is on. LOS is always off. Aqua on the hub most of the time with long periods of blinking orange simultaneously with blinking PON on ONT.

Its this one:

 

[JimM11]

@Dad66 The Adtran version is on the OR sin sheet but new and not fully there yet so i need to go look, DO think it is a 2.5Gb/s version although they have it currently marked up as a 1Gb/s so think OR has it wrong sheet wise......

I would do the starter for ten, switch them both off, leave 5 mins, after that time and this is important, ONT powered only, get it up to Power/Pon Solid, then leave another 5 mins.... After that and you are happy start the EE Pro hub up watching the ONT carefully as it all happens no blips on that ONT Power/Pon MUST stay solid....

Your posted picture needs to be approved for general viewing, so currently cannot be seen and not waiting for it to happen just so you are aware.... Jim

[Dad66]

Och ok. So if this will take ages to approve I will just add a number on a ONT sticker "ADTN248107D6"

Lights : Power, PON, LOS, LAN

I will try these steps once I am back home but did multiple resets with ee guides with no positive result.

If that doesn't help then I dont know. Cancellation I suppose.

[JimM11]

@Dad66 No problem we can pick it all up later.... Pon should never ever be flashing, that is just not good....

Just trying to work out who is best for you, currently looking like OR need to sort it out first there side.

Picture cleared and you do have the correct ONT at least for your speed to be at the 1.8Gb/s that OR provide to get the 1.6Gb/s package to work. Also see that your Lan light is NOT lit, is the EE Pro hub off or not connected to the Pro wan connection?

[Dad66]

Exactly, but its flashing quite often. This is older photo for an engineer.  Todays morning PON was flashing, hub was flashing and my PC and mobile phones showed like "connected" without connection. We had Hub connected all the time to the WAN port with red cable. Engineer said during last visit that this red cable provoded cat5.e is not good enough so he said I must plug in my own cat6+ which I had two. One going from my PC to the hub and now from the hub to the ONT as well. That didnt changed anything. Wifi doesnt work and PC through ethernet cat6+ doesnt. 

So far we tried many resets, restarts, different cables and hub replacement. This is crazy

[JimM11]

@Dad66 The Engineer knows nothing about Cat5e/6e cabling trust me, a short link patch cable like you have is well capable off doing so, BUT and this is a BUT, Cat 6 does appear to be better on the 2.5Gb/s Ethernet connections, that may just be down to the quality off the cable. 

So do not be surprised the cable issue fixed NOTHING, the PON should never be flashing, did the OR Engineer see that also? With your next visit if that is ever going to happen find out the Fibre light level it is very important for a good Fibre connection and if poor Pon will yo-yo back and forth. You mention a Flat, is this as far as you are aware a MDU install, Multi Dwelling Unit?

Just keep the Cat 6 cable on the ONT/Pro Hub that will satisfy all the request's for those that ask....