Category:FTTP Faults: Difference between revisions

(27 intermediate revisions by 2 users not shown)

Line 1:

__NOTOC__

~~__NOTOC__~~<indicator name="Faults">[[File:Main-fault.svg|link=:Category:Faults|30px|Back up to the Faults Category]]</indicator>

<indicator name="Faults">[[File:Main-fault.svg|link=:Category:Faults|30px|Back up to the Faults Category]]</indicator>

[[File:Fttp-ont-pon.jpg|thumb|A working Openreach ONT]]

[[File:Nte-ok.jpg|thumb|An older working Openreach ONT]]

[[File:CityFibre-ONT-Installed.jpg|thumb|CA working CityFibre ONT]]

Here is some steps to take if you have problems with your BT or CityFibre FTTP service.

== Status lights on the Openreach ONT ==

* We have a page about the lights and their meaning on the Openreach ONT: [[Openreach_FTTP_ONT]]

== No connection ==

{{AAMenu|img=Menu-stop.svg|link=FTTP Down|title=Completely Offline|text=If your FTTP line is down permanently then look here for help}}

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

{{AAMenu|img=menu-snail.svg|link=Slow FTTP|title=Slow FTTP|text=Is it taking a long time to load web pages, or download files? Do you have packetloss? Do you think your line should be faster than what it should be?}}

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

{{AAMenu|img=Menu-router.svg|title=Openreach ONT|link=Openreach FTTP ONT|text=Information about the Openreach FTTP Optical Network Termination unit }}

*# 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.

{{AAMenu|img=Menu-router.svg|title=CityFibre ONT|link=CityFibre ONT|text=Information about the CityFibre FTTP Optical Network Termination unit }}

*# 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.

{{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.}}

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

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 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 this page for help in setting up PPPoE on a Computer: [[PPPoE_on_a_Computer]]

*# ...get in touch

</div>

== Slow connection ==

* Try a wired connection from your computer instead of WiFi to rule out any WiFi problems, also see: [[Category:WiFi_Challenges_and_Limitations]]

* Check/swap the cable between the Openreach ONT 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

* Use our speed test to check up and download speeds: https://speedtest.aa.net.uk

* Try a power cycle of the ONT

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

* Try a laptop 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, and run a speed test.

* ...get in touch.