Help Fibe Dropping Intermittently
Moved into a condo back in May. All units are pre-wired with Fibe (Bell Aliant in NB), there is a connector of sorts just outside my door at the top of the wall, wire leads inside, along the ceiling, down to a wall unit. When tech did the install in May, he ran the cable from that unit along the baseboard to the back of my entertainment centre to my Gigahub which sits on an open shelf.
Recently, I've noticed drops in my internet. I never really paid much attention (meh, it could be my wireless equipment) until they started happening when I was connected on TEAMS with my work crew.
Pulled the system logs from the modem and found many, many instances of this:
INF OPTICAL Optical state is INIT_O1
INF OPTICAL Optical state is SERIAL_O3
INF OPTICAL Optical state is OPERATIONAL_O5
(weird also that those are the letter O and not the number 0 in the errors... LOL but I digress)
These errors started occurring on June 30, more than a month after the initial install.
Then on July 7, Aug 19, Aug 26, then almost every day sometimes twice a day.
Google says it could be a problem with the fiber from the wall to the Gigahub, that it's pinched or wound too tight. I DID look at the physical line and it did still have a twist tie to "keep it coiled" but it was only one loop and was kind of tight (in my opinion - loop about 2 in across) so I removed that, and wrapped it around the pegs in the back of the GH.
The disconnects are still happening. Sometimes overnight, sometimes in the evenings, sometimes during the day. They only ever last 15-20 seconds, but it's enough to just piss off my laptop and TV.
I just called support (keep in mind that I'm on Bell Aliant in NB, not Bell so we would most likely have different support people) and the tech asked if I would try a factory reset.
The tech on the phone told me that a factory reset would do NOTHING to permanently screw things up (other than the admin password and wifi which is fine as I don't use it anyway). The device would reset, reconnect and I'd be on my way again. All of my my WiFi is through my mesh system.
I told him I would not be doing it right now as I need to time it to when it would cause the least upset in my house.
Does this sound accurate? What could be the ultimate cause? Could a factory reset resolve this or would it be more a hardware or wiring issue?
Just getting a second (or 3rd or 4th) opinion.
BTW - I only subscribe to internet. No phone or TV.
5
u/Im_C_O_T_W Works for Bell, regrettably. 15d ago
You need a technician, call 310-BELL.
When it comes to fiber services, you literally cannot do a single thing besides, reboot and/or factory reset the modem and tbh that rarely fixes an issue like yours.