Category:FTTP Faults: Difference between revisions

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<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:Fttp-ont-pon.jpg|thumb|A working Openreach ONT]]
[[File:Nte-ok.jpg|thumb|An older 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.


<div class="AAMenuRow">
<div class="AAMenuRow">
{{AAMenu|img=Menu-stop.svg|link=FTTP Down|title=Completely Offline|text=If your FTTP line is down permanently then look here for help}}
{{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-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?}}
{{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?}}
{{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
}}
{{AAMenu|img=Menu-router.svg|title=Openreach ONT|link=Openreach FTTP ONT|text=Information about the Openreach FTTP Optical Network Termination unit }}
{{AAMenu|img=Menu-router.svg|title=Openreach ONT|link=Openreach FTTP ONT|text=Information about the Openreach FTTP Optical Network Termination unit }}
{{AAMenu|img=Menu-router.svg|title=CityFibre ONT|link=CityFibre ONT|text=Information about the CityFibre FTTP Optical Network Termination unit }}
{{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.}}



</div>
</div>


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.

Latest revision as of 10:02, 27 March 2023


A working Openreach ONT
An older working Openreach ONT
CA working CityFibre ONT

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

Menu-stop.svg

Completely Offline

If your FTTP line is down permanently then look here for help

Menu-snail.svg

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?

Menu-router.svg

Openreach ONT

Information about the Openreach FTTP Optical Network Termination unit

Menu-router.svg

CityFibre ONT

Information about the CityFibre FTTP Optical Network Termination unit

WIFI icon.svg

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.


Subcategories

This category has only the following subcategory.

Pages in category 'FTTP Faults'

The following 6 pages are in this category, out of 6 total.