Full Fibre Down - ONT reboot loop?

[jayantkaul]

Hi 

My full fibre connection has been down for the last few days and the date for the EE engineer visit is still about a week away. Fortunately my smart-hub has been able to failover onto the 4g smart connect, but the 4g speeds where we are quite poor (I know from experience with my work and personal mobile phones that run on Vodafone, EE and 3 networks). As an example, the 20odd second video took about 8 minutes to upload.

I'm concerned that the visit by the EE engineer may not resolve the issue, as it seems to relate to the OpenReach ONT being stuck in a reboot loop. I've been told by the EE helpdesk that I can't directly schedule an Openreach engineer visit and I'm worried that I'll be stuck without proper internet for pretty much all of December. 

Has anyone come across a situation where there ONT seems to be stuck in a reboot loop? I'm attaching a GIF and link to a video of the lights of my ONT to help diagnose the issue.

Youtube Video: https://youtube.com/shorts/dQ3196XFS7w?si=hAaUdtgf9AyItYXJ 

GIF: 

[JimM11]

@jayantkaul The OR Engineer will do what ever is required to get any faulty equipment changed, you video does not show much, as a test would remove the power connection from your BBU to the ONT and see if it comes up to a power on and stable state, if so then plug it back into the ONT at that point to see what happens.

[jayantkaul]

Hi @JimM11  - thanks.

I tried bypassing the battery backup i.e. unplugged the backup unit and had power go directly to the ONT. It went through a similar loop. I've also swapped the CAT cable between the ONT and the EE Hub, and that had no impact either. I don't know if there is a way to access its logs to see what is happening. 

My main concern is that EE want a 'home visit' from their engineer first, before they schedule one from an OR Engineer. At least that is how I understood what CS member mentioned i.e. the home visit would involve checking things, to confirm if an OR engineer was needed.

[JimM11]

@jayantkaul If that is the way that EE want to do it then you have no control over the situation, EE Engineer will assess and then OR engineer will be organised. And from what you have done then does sound like you have an ONT issue, they will no doubt swap it out, but you do have an old model of that particular ONT, 

[bobpullen]

@jayantkaul - does the same thing happen if you remove the PSU entirely and run the ONT off the battery back-up?

If it does, then that rules out the power supply. If it doesn't then could just be a faulty power unit that you might be able to replace if you can match the voltage/pin diameter etc.

I think there's a reset pinhole on those ONT's too, maybe on the left hand side. Perhaps it's worth giving that the paperclip treatment to see if it does anything?

[jayantkaul]

I just tried removing the PSU from the battery unit. Seems like the battery doesn’t really hold any charge as all the lights on the ONT and battery unit went out.

separately also just tried the pin hole reset with a sim removal tool, no joy. 😞

I haven’t tried unplugging the optic cable, worried I’ll break it or cause unintended damage. Maybe that is what I need try next.
Is it just a pull out, does it have a tab like Ethernet cables? 

[jayantkaul]

That had no effect. Neither did leaving the ONT unplugged from power all night. I’m guessing the ONT has called it quits. as luck would have it EE has shipped me a ‘Smart Wi-Fi Plus’ device. I’m guessing that wouldn’t really fix the fault and I’ve probably got to wait until their engineer confirms OR need to come out. 

[JimM11]

@jayantkaul If the Ethernet cable is pulled out of the ONT, it should only power up to a steady state and not continually cycle....

[jayantkaul]

I’ll try that right now. 

[jayantkaul]

Thanks @JimM11   

I’ve tried this

 - Ethernet cable unplugged. 
- battery unit bypassed
-  power unplugged and re plugged. 
lights still flashing.

https://youtube.com/shorts/vHG9NlHmW1A?si=vlz6OZjnJAU6K9NV 

Any ideas?