{"id":37053,"date":"2024-02-02T13:43:37","date_gmt":"2024-02-02T13:43:37","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37053"},"modified":"2024-02-02T13:43:37","modified_gmt":"2024-02-02T13:43:37","slug":"broadband-isp-lit-fibre-send-engineers-out-after-borking-onts","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/broadband-isp-lit-fibre-send-engineers-out-after-borking-onts.html","title":{"rendered":"Broadband ISP Lit Fibre Send Engineers Out After Borking ONTs"},"content":{"rendered":"<p>Some of <a href=\"https:\/\/litfibre.com\/\" target=\"_blank\" rel=\"noopener\">Lit Fibre<\/a>&#8216;s customers are reporting that the provider, which is deploying a new 10Gbps capable Fibre-to-the-Premises (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttp\">FTTP<\/a>) broadband network across parts of England, is having to send engineers out to homes in order to fix a network outage that occurred after a software update broke some of their optical modems (ONT).<!--more--><\/p>\n<p>According to the feedback we&#8217;ve received from a few of those affected, the problems appear to have started after one of the provider&#8217;s planned maintenance windows, which we&#8217;re told was scheduled to occur between 12:01am and 3am on Thursday 1st February 2024. Such things are usually quite routine, but in this case a number of their customers were instead left without a working internet connection.<\/p>\n<div class=\"bq2\"><strong>NOTE:<\/strong> Lit Fibre is backed by an unspecified equity investment from <strong>Newlight Partners LP<\/strong>.<\/div>\n<p>&#8220;<em>Currently the ONT fibre light is not lit up (oh the irony of Lit Fibre), but [I] have been advised an engineer site visit is required &#8230; I&#8217;m in a long list of people included in the outage, so they can&#8217;t confirm a site visit time<\/em>,&#8221; said one of the impacted customers. In full fibre networks, the <strong>Optical Network Terminal<\/strong> (ONT) is an optical modem that typically gets installed on the wall, inside your home, and is then connected to your router.<\/p>\n<p>At the time of writing, Lit Fibre&#8217;s <a href=\"https:\/\/litfibre.com\/service-status\/\" target=\"_blank\" rel=\"noopener\">Service Status<\/a> page is reporting the occurrence of an unspecified &#8220;<em>incident<\/em>&#8221; that is only said to be affecting customers in the <strong>Clacton-on-Sea<\/strong> and <strong>Bishop&#8217;s Stortford<\/strong> areas, although we&#8217;ve also had a similar report from the <strong>Chippenham<\/strong> area. The status page doesn&#8217;t provide much detail and merely calls, repeatedly, upon subscribers to try rebooting their ONT.<\/p>\n<blockquote class=\"bq1\"><p><strong>Lit Fibre Incident Update &#8211; 02\/02\/2024, 11:10<\/strong><\/p>\n<p>Customers may be experiencing a temporary loss of service. If your Internet connection is down, please reboot the wall-mounted ONT unit with the Lit Fibre logo by unplugging it from the power for 10 minutes and plugging it back in. If your service does not come up after another 10 minutes, please give us a call at 0330 460 4610.<\/p><\/blockquote>\n<p>Broadband ISPs suffer from localised network outages all the time, thus we typically only cover those that are either very unusual (this example) or which occur at a significant scale. In this case, the focus is on the fact that Lit Fibre are having to send engineers out directly to affected homes &#8211; a highly rare occurrence for this sort of event &#8211; in order to resolve the outage (possibly by either re-flashing the firmware locally or replacing the ONT).<\/p>\n<blockquote class=\"bq1\"><p><strong>A spokesperson for Lit Fibre told ISPreview.co.uk:<\/strong><\/p>\n<p>&#8220;Unfortunately we have encountered a highly unusual issue with a small proportion of the ONT\u2019s in our network. Fewer than 1% of the ONT\u2019s in our network failed to respond to a software upgrade that took place overnight on 1st Feb. Despite remote efforts to restore connectivity, we&#8217;ve now deployed engineers to affected customers&#8217; homes to replace the faulty ONTs and restore service.<\/p>\n<p>We&#8217;re coordinating with customers to schedule convenient visits and anticipate completing them by tomorrow. A thorough analysis of the equipment will follow to determine the root cause.&#8221;<\/p><\/blockquote>\n<p>Sometimes ONTs do fail, just like any electronic equipment of modest complexity, but off-hand we can&#8217;t recall seeing any past cases where such a proportion &#8220;<em>failed to respond<\/em>&#8221; after a software update &#8211; necessitating a home visit by engineers, although it&#8217;s not often that they actually need to be updated. The situation will no doubt be very irritating for customers, as well as being extremely stressful for the network \/ support teams and installers in the field.<\/p>\n<p>The provider, which started their deployment in 2021 and aims to reach 500,000 homes by 2026, is currently rolling out their network to cover numerous towns across several of England\u2019s counties (e.g. Wiltshire, Gloucestershire, Hertfordshire, Worcestershire, Essex, Suffolk and across the Midlands). So far the operator has already covered 140,000 premises (Ready for Service), which is up from 100,000 in April 2023.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Some of Lit Fibre&#8216;s customers are reporting that the provider, which is deploying a new 10Gbps capable Fibre-to-the-Premises (FTTP) broadband network across parts of England, is having to send engineers out to homes in order to fix a network outage that occurred after a software update broke some of their optical modems (ONT).<\/p>\n","protected":false},"author":1,"featured_media":31303,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[56],"class_list":["post-37053","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-fttp"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111862187329939792","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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