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[[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 FTTP service. Either if it's not working at allBT or ifCityFibre it'sFTTP slowservice. ▼
<div class="AAMenuRow">
{{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=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-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
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{{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.}}
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▲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.
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