Category:FTTP Faults: Difference between revisions

{{AAMenu|img=WIFI icon.svg|link=:Category:WiFi Challenges and Limitations|title=WiFi Challenges and Limitations|text=Some of the common problems that WiFi users experience, together with measures that can be taken to mitigate them where this is possible.}}

{{AAMenu|img=Menu-stop.svg|link=FTTP Down|title=Completely Offline|text=If your FTTP line is down permanently (as opposed to going up and down) then look here for help}}

Here is some steps to take if you have problems with your FTTP service. Either if it's not working at all or if it's slow.

== Status lights on the Openreach ONT ==

* See [[Openreach FTTP ONT]] for more information about the lights and their meaning on the Openreach ONT.

== I have no internet access ==

If you have no internet access at all on your FTTP service, then try these steps:

* '''Check the Openreach ONT:-'''

*# the Power light should be on - if not check power cable/switch etc

*# the PON (Passive Optical Network) light should be on - if not, check the cables, try a power cycle of the ONT and get in touch.

*# the LOS (Loss of service) light should be off - if not, check the cables, try a power cycle of the ONT and get in touch.

*# the LAN or PORT1 light should be green - if not check your connection to your router, swap the cable

*# More info on the ONT lights here: [[Openreach FTTP ONT]]

If lights are as they should be, then the Fibre and ONT should be working OK, time to:

* '''Check your router:-'''

*# Check the PPP username/password on the router, and restart the router just to be sure.

*#Try a laptop/PC plugged in to the ONT instead of your router - set up a new network connection of type PPPoE and use your xxx@a login and password to connect: see [[PPPoE on a Computer]] for help in setting up PPPoE on a Computer.

*# ...get in touch, email us a photo of the Openreach box and it's lights if possible.

Always worth running a test, even if LOS light is off - there could be a problem further upstream and Openreach may already be aware or we'll need to report a fault:

* '''Run a test:-'''

*# Our Control Page will allow you to run an 'End to End' test, this may if Openreach's systems detect a fault, in which case, do get in touch. eg: <syntaxHighlight>GTC_FTTP_SERVICE_1005 Possible fault in the Openreach network.</syntaxHighlight>

== I have a slow FTTP connection ==

If your FTTP service is slow, eg a speed test is not reporting expected speeds, then try these:

# Use our speed test to check up and download speeds: https://speedtest.aa.net.uk - try tests at different times of the day as this can help track 'peak time congestion'

# Try a wired connection from your computer instead of WiFi to rule out any WiFi problems.

# Try a different computer/device

# Ensure the router is capable of the speed of the circuit - eg, maybe you have a 1G service but an older router?

# Check/swap the cable between the ONT (The Openreach unit that the fibre connects to) and your router - ensure it's a 8-wire CAT5 or CAT6 cable - not one with 4 wires as these will run at 100M and not 1G.

# Try a power cycle of the Openreach ONT

# Check the CQM Graphs, via the Control Pages, to see if it is slow due to lots of traffic.

# Try a laptop/PC plugged in to the Openreach ONT instead of your router - set up a new network connection of type PPPoE and use your xxx@a login and password to connect, and run a speed test.

# ...get in touch.