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3GB Customer dropouts

Undoxable

Casual Member
I have been with CF for over a year now and have had no problems up until last monday 13/05 i started having network drop outs every couple hours i rang CF and they walked me though the troubleshooting unplugging the modem and router etc which didnt work i then had a engineer booked two days later 15/05 he arrived and switched the fibre and the adtran modem a couple hours later the internet dropped again so i rang customer service and 3 days later 18/05 another engineer turned up and he tested the power to the router and said it was fine and he also replaced the technicolor router the internet was stable for a day and a half then suddenly my network was dropping more frequently and CF sent a engineer on tuesday the 21/05 he came and changed the spf on the router and said if this does not work it could be the network side, Any ideas on what i can do? I have raised it with CF and they said they’ll have a engineer team call me in 24-48 hours
 
Exactly what do you mean by internet dropped? Can you ping a DNS server by IP? What tests have you done? What colours does the Adtran lights are?
 
Monitoring the lights on the Adtran modem is crucial. Red signal loss LED indicates an issue between your Adtran modem and remote OLT port. As the optical power levels have been tested and should be < -26 dB, then the next engineer may need to change your port at the pole or escalate to the team that manages the OLT and check for port errors. Hopefully this gets resolved quickly for you and ruling out local environment issues by monitoring the Adtran LED’s will expedite.
 
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Exactly what do you mean by internet dropped? Can you ping a DNS server by IP? What tests have you done? What colours does the Adtran lights are?
The network light on the technicolor router flashes red, the adtran lights are green apart from the 10gbe, the only tests ive done are what have been told by CF
 
Monitoring the lights on the Adtran modem is crucial. Red signal loss LED indicates an issue between your Adtran modem and remote OLT port. As the optical power levels have been tested and should be < -26 dB, then the next engineer may need to change your port at the pole or escalate to the team that manages the OLT and check for port errors. Hopefully this gets resolved quickly for you and ruling out local environment issues by monitoring the Adtran LED’s will expedite.
I did ask about the pole and he said the power coming from the pole was fine and showed me this on laptop
 

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I did ask about the pole and he said the power coming from the pole was fine and showed me this on laptop
i dont know the particular interface but the "metrics/logs" on screen I can understand look ok! (for the last 6 days at least?? no?)
 
It’s still unclear where the problem is, hence need to monitor the Adtran modem lights and Technicolor router lights each time there are issues.

Also, as the Adtran modem and Technicolor router have been replaced this problem could take a while to resolve, especially as the Adtran modem is reporting 6 days uptime.
 
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It’s still unclear where the problem is, hence need to monitor the Adtran modem lights and Technicolor router lights each time there are issues.

Also, as the Adtran modem and Technicolor router have been replaced this problem could take a while to resolve, especially as the Adtran modem is reporting 6 days uptime.
Not sure what the problem could be hopefully this Saturday there can be some resolution when the external team arrive
 
i havent logged the led status but when it goes down the ont lights are all green and the network light on the router flashes red
 

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I see that you are using the Internet Connection Monitor Chrome Extension to check your internet status. This may not be the most accurate way to check that. Are you using wifi? If you are then you can't really trust any connectivity tests. If you are not you should probably try using more advanced methods. As a sample ICM reports my latency to google.com as 17ms whereas a simple ping shows my latency to the same domain to be sub 3ms:
Screenshot 2024-05-24 at 16.46.44.png
Screenshot 2024-05-24 at 16.47.54.png
 
yeah im not really that technical with all this lol, im on a wired connection and on my realtime graph im pinging 13-15ms and when i ping from cmd its 2ms
 
A engineer has turned up today and he said the sfp that was given was given to me was wrong he said it was supposed to be 0007 not 0006, this is the sfp he said that was wrong he also mentioned if my network continued to drop out it could be a problem with the OLT
 

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A engineer has turned up today and he said the sfp that was given was given to me was wrong he said it was supposed to be 0007 not 0006, this is the sfp he said that was wrong he also mentioned if my network continued to drop out it could be a problem with the OLT
Probably the difference between a 1Gbps and 10Gbps SFP.
 
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Update my internet was working since the engineer came on Saturday and now has been down today from 8am at this rate i will probably leave CF
 
Community Fibre is great value for money, however they struggle to install the service & repair faults consistently. I would book another engineer visit who can check the OLT port as these type of complex faults require multiple visits and teams involved for resolution.
If internet availability is important then consider downgrading to the 1Gbps service once resolved and a backup FTTP service for resilience.
 
Community Fibre is great value for money, however they struggle to install the service & repair faults consistently. I would book another engineer visit who can check the OLT port as these type of complex faults require multiple visits and teams involved for resolution.
If internet availability is important then consider downgrading to the 1Gbps service once resolved and a backup FTTP service for resilience.
i agree it is great value for money, but the support team and engineers are not the greatest, i was told today i would be emailed by a resolution manager and they said they have engineers working on it so if nothing is resolved by the end of the week ill have to go back to virgin media
 
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