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On three separate occasions over the past year since installation, my Swish Fibre (now Cuckoo Fibre) service has failed to reconnect in a timely manner after a power outage.
The Power, PON and LAN10GE lights on the ONT (a rebadged Adtran SDX 622v) are steady green, but my TP-Link Deco X60 reports no internet connection. None of the usual "tricks" change this.
After 20 - 40 minutes of inaction, internet connectivity is restored.
Has anyone else experienced similar?
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I have Swish with exactly the same ONT, and the rather more modest TP-Link Archer C6. This is a replacement ONT - I had a fault with the first one where the leds were on OK but the router wouldn't connect, but this was solid and fixed by swapping out the ONT. Otherwise I don't ever recall seeing the ONT leds on green but no router connection.
We had planned maintenance here early this morning. The warning email from Swish said it would be down for about 1 hour between midnight and 5am. In fact it was off from about 01:44 to 06:38. Whether that was because the router didn't reconnect immediately it came back on I don't know. I was in the land of nod at the time, but I have an RPi on my network that keeps an eye on these things and logs outages.
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Interesting.
Whenever I've power cycled my ONT, it's come back relatively quickly, so I don't think this problem is caused by the ONT...
But Swish have previously assured me that their cabinets have battery backups, and this checks out – during a town-wide power outage last year my Swish connection remained up until my home UPS ran out of power (the mobile masts died pretty quickly).
Perhaps you've got a faulty ONT, or their cabinet had a fault meaning that the battery backup didn't kick in? I'm afraid I think this is one for the Swish / Cuckoo support team.
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Hi there,
I'm sorry to hear you've been having trouble with getting the service back up and running following a loss of power.
Can you reach out to me directly with your account details so I can open a case to investigate further, unless you've already logged this with our support desk?
Best,
Chris.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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When the power dies it all dies, no evidence of "battery back-up".
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Have you got battery back-up or UPS like @behuk? If not then when the power goes off it will all look dead to you, even tbough there may still be light in the fibre.
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I would strongly recommend taking up @Swish_Fibre's offer to help. That looks to be your best option to getting this sorted.
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I have done.
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My error, I mistakenly thought @behuk was referring to the ONT rather than a footway box.
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My error, I mistakenly thought @behuk was referring to the ONT rather than a footway box.
Ah, apologies, for the avoidance of doubt:
- My ONT is battery backed using a UPS which I bought. The current system can run my ONT, router, WiFi points, and a mini PC that I use for running virtual machines for around 4 hours.
- There's no active equipment in Swish's footway boxes, so they don't contain any power.
- Swish's cabinets have a battery backup, and my understanding is that Swish expect to be able to have an engineer arrive on-site before the battery runs out (to connect a portable generator). I haven't been able to independently verify this!
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With no contact forthcoming.
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Swish turned up unexpectedly about 20 minutes ago and replaced the ONT.
Almost instantly after it established a connection, my Mesh network went green. 👍
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Thank you, two engineers arrived about 20 minutes ago and replaced the ONT.
All is now OK, many thx.
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Sadly, now PON is red. I have replied to your email.
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Unfortunately, about an hour later, PON is red, so no internet.
Edited by FitzFoto (Tue 27-Aug-24 16:06:54)
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Engineer just spent an hour replacing the flexible fibre from the joint box to adjacent the ONT.
Now connected but only seeing 2 - 5Mbps up and down (on Ethernet connection).
Not happy and have pinged Swish.
Edited by FitzFoto (Wed 28-Aug-24 17:35:23)
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Update: after running at 1 to 5 Mbps overnight and into the following afternoon, connectivity ceased completely, despite PON being green.
Late in the afternoon, Chris (from Swish) rang - which indicated that the connection was restored - and I tested the speeds while he was on the line. Still sub-10Mbps.
But then, after showing an download speed of around 5Mbps, the upload speed shot up to 90+Mbps. Repeated runs of the speed test showed ever increasing speeds until they were both North of the contracted speed. Clearly something changed at Swish's end.
Chris called me this morning to check that all was still OK (it was). That's the sort of service that wins plaudits.
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I've always found Chris to be very good and helpful, which was why I suggested earlier that you take up his offer to help. I will diplomatically not give my opinion of most of the other Swish support people that I've dealt with.
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Fir accuracy, the second 'Chris' was actually Krus, calling at Chris's request because Chris wasn't in.
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