Ethernet Hard Down
Ethernet Connection Failure
An Ethernet connection failure, also known as a Hard Down fault, occurs when there is no connectivity, either upstream or downstream, or both. In such cases, we collaborate with various parties to restore your end user's connection as swiftly as possible.
You can monitor all the Ethernet circuits you manage using Highlight. For more information on setting up and using this service, please refer to the range of videos available on the Academy. Additionally, you can configure alerts to suit your specific needs.
The Service Level Agreement (SLA) clock starts only after you have answered the following questions. Until then, the circuit will be classified as an "alert."
Questions to Answer Before Logging the Fault:
- Is there power to the BT Network Termination Equipment (NTE)?
- What LEDs are lit on the BT NTE?
- Is there power to the Managed router?
- What LEDs are lit on the Managed router?
- Is the Managed router cabled according to the handover documentation?
- Can you provide onsite contact details (name and number) and availability in case an engineer visit is required?
Use our Fibre (EAD) Hard Down step-by-step process to help you understand these questions, or refer to our EFM Hard Down step-by-step process if you have an EFM circuit.
Fibre (EAD) Hard Down
If your end user is using a Fibre (EAD) circuit, they will be using Network Termination Equipment (NTE)
The EAD NTE is a long white box with various sockets. On the left, there are two power supply units plugged in. The "Access" ports connect to the customer's equipment, and the "Network" port connects to BT's fibre.
Power to the BT NTE:
Ensure both power cables are correctly plugged in and that the alarm lights for the power supply units (PSUs) are solid green.
LEDs on the BT NTE:
Network Alarms:
LED
Description
Colour
Meaning
Tx Port A
Network Fibre – port A status
Off
In combination with a Green/Red Rx LED, it may indicate loopback at one end as part of test traffic feature.
Off
In combination with a Red Ex LED, it may indicate a non-approved SFP module has been inserted.
Yellow
10/100 Mbps
Green
1000 Mbps
Rx Port A
Network Fibre – port A status
Off
Link Down.
Green
Operating OK
Red
In combination with a Yellow/Green Tx LED indicates a low received optical power level at the SPF, this will be accompanied by a critical alarm LED.
Active
Network Fibre A
Off
Link Down.
Green
Active Link
Yellow
Standby Link (resilient circuits only)
Access Alarms:
LED
Description
Colour
Meaning
Rate
Customer RJ45 Port
Off
10Mbps
Yellow
100Mbps
Green
1000Mbps (although not actually available on
RJ25)
Lk
Customer RJ45 Port
Off
Nothing connected or CPE not seen.
Green
Active link
FlashesGreen
Active link passing data
Tx
Customer optical port
Green
Acceptable SFP fitted
RX
Customer optical port
Green
Active link
FlashesGreen
Active link passing data
Red
Link fail
General Alarms:
LED
Description
Colour
Meaning
PSU 1
PSU 1 alarm indicator
Off
No Power
Green
PSU OK
Red
PSU Fail
PSU 2
PSU 2 alarm indicator
Off
No Power
Green
PSU OK
Red
PSU Fail
Fan
Status of Fan
Green
Fan OK
Red
Fan Fail
Critical
Critical alarm indicator
Off
No critical alarms exist
Red
Critical alarms exist
Major
Major Alarm Indicator
Off
No major alarms
Yellow
Major alarms exist
Minor
Minor Alarm Indicator
Off
No minor alarms
Yellow
Minor alarms exist
Power to the Router:
Ensure the power cable is plugged into the router, it is switched on, and there are lights on the router indicating power.
LEDs on the Router:
Please see the Router LED Status
Cabling of the Router:
Refer to handover documents and user guides to ensure the cables are correctly placed.
ONEA Number on the NTE:
Verify the ONEA reference on the NTE to ensure it is correct.
Power to the BT NTE:
Ensure the power connection is secure and there is a green light next to A. B is not used.
LEDs on the BT NTE:
-
System Status OK: Solid green.
-
System Status Fail: Inform us if this light is on.
-
Power A: Solid green.
-
Power B: Always off.
-
Copper Pair Status: LEDs flash green to show data passing through the pairs.
-
Link: Solid green.
Power to the Managed Router:
Ensure the power cable is plugged into the router, it is switched on, and there are lights on the router indicating power.
LEDs on the Managed Router:
Check for lights representing Geo/0 and Geo/1.
Cabling of the Managed Router:
Refer to the handover document provided during installation to ensure the cables are correctly placed.