It's in the headend exchange

Just come across this thread. As a CP, we've been informed of this error on a very small handful of installs recently ( <5 in total ). Currently we have no idea what this is actually referring to as each of these installs has been on an existing, active Cablelink where we have several other customers installed with no issue. In addition, Openreach don't seem to have any understanding of what the error refers to either and simply say "CP error, they need to fix" without giving us any useful guidance.

Could this the issue with Ahmedg's line where one minute it seems to be roughly fine for his line speed (550/75) and then it isn't. It also seems to whole pon related (semi guessing from the info Ahmedg's has given)

Short answer is that we just don't have enough information on this error to know. That said, if he's only getting his line speed some of the time I would be more likely to think that he's unlucky enough to share his PON with a number of high-bandwidth users. On the 550Mbps service, he's only guaranteed 110Mbps down and 50Mbps up.

True, I thought i'd ask, as we have no idea as to what is causing the issue.

In reply to a post by robwifiscotland:

Just come across this thread. As a CP, we've been informed of this error on a very small handful of installs recently ( <5 in total ). Currently we have no idea what this is actually referring to as each of these installs has been on an existing, active Cablelink where we have several other customers installed with no issue. In addition, Openreach don't seem to have any understanding of what the error refers to either and simply say "CP error, they need to fix" without giving us any useful guidance.

Likewise, we have seen a handful of this error starting to appear in the past couple of weeks, which is a new error type we have not see previously. In our case we log with BT Wholesale, who accept it and report it cleared within a few hours. A retest then shows the error gone.

We are also trying to establish exactly what this error refers to, but drawing blanks atm

Cheers Martin - good to know that it's happening with the major providers such as BTW as well - lends a lot more weight to our current train of thought which is that this is not a CP-side issue.

If I do find out any more about it I'll let you know.

I've had line tests since this error came up., I don't know if these tests were the same as the one the engineer who found this fault carried out.

He had come across it once before and he said it was resolved by refitting the cable that goes into the ONT from outside - apparently, it was the wrong way in the previous install he found the issue but on mine, it was correctly installed.

He had to call Sheffield and had the line "rebuilt", retested and all was fine.

My FTTP was a new build for the town and I was the first to have FTTP on the pole. The ONT is ADTRAN if that offers any insight.

Edited by Ahmedg (Wed 17-Apr-24 14:23:07)

Did you find out what the cause of this fault is?

I gave up on pursuing this further with SKY. I did try some suggestions made and results were same. Decided to wait out the few months (hopefully) for City fibre. My orginal complaint was still open though.

Just had a SMS from SKY to say Engineer coming out Tuesday - didn't raise issues with them. Checked my online account and AVG speed is 20.1 MB for Friday, 10 for yesterday and 18 for today. I did a speed check and that was its usual erratic one high and low. In past SKY speed test was always between 380 to 421. Looks like something has tripped and hopefully gets resolved.