No LAN light on Openreach Nokia ONT

[RuthieK]

Hi all, has anyone else come across this issue?  

5 days ago, my full fibre broadband stopped working.  The light on my EE Smart Hub Plus (black) router was a steady green with occassional flash to white then back to steady green.  I tried power cycling the router, but the same thing happened.  Checked all my devices and my router wasn't visible at all.

Followed the steps on the help page on My EE app, and eventually was called by EE technical help.  They got me to power cycle the ONT ( NOKIA-ONT Model number: G-010G-R) as the only lights showing on it were power and PON (both steady green).  After the power cycle, I turned the router back on and I then had the power, PON and LAN lights on the ONT and all seemed well.  Aqua light back on and all devices connected back up.  5 minutes later however, I was having the same problem again - green light with single white flash and back to steady green on the router and just power and PON green lights on the ONT.

I tried the same power cycle again on the ONT and the same happened, so followed the additional reset information sent by text link to my phone by EE, and used the reset button.  Same again.

Engineer was arranged to call a day and a half later.  He turned up Saturday morning, listened as I explained the problem, power cycled the ONT and router and concluded that the router was the problem and ordered a new one for me from EE. (I had used the router for over a year with no issues).  He didn't do any physical checks on the ONT and just said that he had seen this issue previously and it had been down to faulty routers.

Cut to this morning when the new router turned up, and I'm still getting g the same issue!!  I called EE and explained I'm still having the same problem and they've arranged another engineer call out for tomorrow at between 1 & 6pm.

My issue is that since the Internet went down, I've been having to use 4G from my mobile phone provider (Tesco) to watch streaming services (we have no satellite or freeview aeriel), and it is costing me a fortune - i am home schooling one child, and she needs access to the Internet at all times and my other child has to access the internet to.compkete his revision and homework (both children are Year 11 and studying for their GCSE exams which will take place in a couple of months).  The additional 4G has already cost me an additional £70 as the 4G Internet access and streaming Netflix/YouTube in the evenings is just eating through it!   

I just need my broadband back up and running urgently!  Has anyone else had similar issues, and if so, wgat was the issue and how long did they take to sort?

Thanks

[JimM11]

@RuthieK Text HELP to 66033 from your mobile if EE know about the number, have them test the system and get back to you. Many reports on the forum about router going to Green Light, but no one stepped up for resolution or what is fixing it yet.

Keeping throwing routers at this is not the solution, for sure. Even people saying takes 3 to 4 routers to fix?

[Mustrum]

@RuthieK   has the cable between the ONT and router been replaces?

Have you logged into the router and Viewed the Technical log so see any error reports?

[RuthieK]

Thank you.   Not wanting to jinx myself.or anything, but when I set up the new router I didn't change the power cable over from the old one - just plugged the original router power cable straight into the new router), although I did change the ethernet cable over (I had already tried two other ethernet cables on Thursday when it first happened).

Anyway, have just changed over the power cable to the new one supplied in the new router box, and it has now been up for over 5 minutes (which is the normal time.frame that it was shutting down at).

The LAN light on the ONt is still flickering though, but despite this (engineer said it should be solid green when he came Saturday) I'm still connected and other devices are connected too.  I don't trust it yet, so I'll leave the engineer appointment in place for tonowwor for the time being and will update later to let you know what's happened if anything.

[JimM11]

@RuthieK Lan light should flicker with data, so when you look at it, will be just NOT as bright as the other 2 that are always on.

PSU unit from the new EE may be what is required, the EE router may draw little more power than the older unit. Hope that solves the problem for you.

[RuthieK]

Yes, i tried two other ethernet cables last week, with the same outcome, and used the new ethernet cable supplied with the hub today. 

And yes was having to quickly log in to the hub manager and each time, the activity log would be renewed (no history showing Internet down from earlier in the day), then I'd lose connection again and the whole cycle would begin again.

Have just changed over the power cable from the old hub to the new one (I was being lazy this morning clearly!), and it seems to be holding the connection now - so looking like it was a power issue to the hub - the cable must have deteriorated although outwardly it looks fine.  Now wondering if maybe a power surge had occurred and that's what threw it out? 

[JimM11]

@RuthieK All you can do is keep an eye on it, you have a couple of routers, psu units now that you can try, play with etc. Power surge could do it possible, but would have thought reasonable protection built into each to sort that, but you never know...

[Rayg87]

Hello, I have this identical issue with my broadband at the moment. Literally identical. 
Are you saying the issue was a dodgy power cable to the smart hub plus?

[RuthieK]

Yes, changing the power cord rectified the problem. It has been working
perfectly since then.