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 

[pcoventry8]

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 

[chrisowens]

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!

[pcoventry8]

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! 

[JimM11]

@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.

[pcoventry8]

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 

[JimM11]

@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.

[pcoventry8]

@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. 

[pcoventry8]

@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.

[XRaySpeX]

@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.

[pcoventry8]

ah okay thank you for clearing that up.