Several outages a week, for several hours at a time

[Ben2024]

Hi, I recently signed up to the M500 Full Fibre package and a few months down the line I’m regularly getting outages (2-3 times a week) during the day that usually last a few hours at a time. I end up booking an engineer to come look at it, it’ll eventually resolve itself and I cancel the engineer, rinse and repeat. Whenever this happens and I check the broadband service status it says everything is ok. Does anyone have any ideas of what this could be? My area has only had fibre rolled out to it this year so initially I just assumed it was teething troubles that would smooth out. But frankly I’m getting sick of this poor level of reliability as I work from home and I can’t really afford for this to keep happening. Thanks.

[jbrennand]

Is anything being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[Ben2024]

Thanks, I've tried the number as it's just gone again (1hr and counting) but yet again, says there are no issues with the local service.

[Adduxi]

Post the power levels, Pre and PostRS errors and network log from the Hub.

Also setup a BQM to monitor your circuit www.thinkbroadband.com/ping

Once done we can comment.

[Ben2024]

Ok, it's just gone again - here's the broadband monitor, 100% packet loss: https://www.thinkbroadband.com/broadband/monitoring/quality/share/05de49833accf2a5190525149bc78d07d9... 

There are differences in the power levels between working and non-working:

Working:

Not Working:

As for the logs, there are lots of nothing but "Gateway ipv6 address is empty" which don't seem to correspond to the outage times so not sure if that's related or just noise?

[Adduxi]

Ah, okay that's the new Hub 5X  First time I've seen the admin UI.  Not much to it really, and as you say the PON is disconnected.  Time to phone VM and this fabled "ring fenced" XGS-PON team .....   

[Martin_N]

Hi Ben2024,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issues you're having with your service. 

We can certainly take a look into this. I will private message you now. 

^Martin