Category:FTTP Faults: Difference between revisions

A working Openreach ONT

An older working Openreach ONT

WiFi Challenges and Limitations

Some of the common problems that WiFi users experience, together with measures that can be taken to mitigate them where this is possible.

Slow FTTP

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?

Completely Offline

If your FTTP line is down permanently (as opposed to going up and down) then look here for help

Openreach ONT

Information about the Openreach FTTP Optical Network Termination unit

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:-
  1. the Power light should be on - if not check power cable/switch etc
  2. 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.
  3. 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.
  4. the LAN or PORT1 light should be green - if not check your connection to your router, swap the cable
  5. 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:-
  1. Check the PPP username/password on the router, and restart the router just to be sure.
  2. 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.
  3. ...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:-
  1. 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:

     GTC_FTTP_SERVICE_1005 Possible fault in the Openreach network.

I have a slow FTTP connection

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

1. 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'
2. Try a wired connection from your computer instead of WiFi to rule out any WiFi problems.
3. Try a different computer/device
4. Ensure the router is capable of the speed of the circuit - eg, maybe you have a 1G service but an older router?
5. 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.
6. Try a power cycle of the Openreach ONT
7. Check the CQM Graphs, via the Control Pages, to see if it is slow due to lots of traffic.
8. 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.
9. ...get in touch.