I have a serious problem with my New Fibre Line.

[pcoventry8]

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 

[XRaySpeX]

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?

[JimM11]

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

[pcoventry8]

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. 

[pcoventry8]

@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.

[JimM11]

@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.

[pcoventry8]

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. 

[pcoventry8]

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? 

[chrisowens]

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.

[pcoventry8]

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.