topic Re: Router connected but no internet in Broadband

Router connected but no internet

SpicyPineapple — Thu, 09 Jun 2022 13:58:27 GMT

Could someone from plusnet please check my connection? I am getting the same problem with increasing frequency. My router (hub one) will disconnect, and won't reconnect to the internet until I press the tiny reset button on the back.

I have tried all the steps in the troubleshooting flowchart (and I try them every time this problem happens). My main phone line is fairly new (just a few years old, installed by plusnet) and it's a master socket 5c so no filters or anything to try. I get a nice clear dial tone on the landline phone, and quiet line test sounded quiet.

Last night it refused to reconnect from about 11:30pm til about 10am this morning. Devices can connect to the router but no internet connection.

I get various combinations of red/orange lights, sometimes the blue light with a red b, sometimes just an orange light. Sometimes a clear blue light but still no internet. And sometimes the router status page will sometimes say connected to internet but it won't actually be connected.

I try all the usual things, switch off/unplug for a good 10 minutes, press the restart button etc. The only thing that seems to fix it is the factory reset, and that doesn't work every time. I don't change any settings except the wifi name/password, and I occasionally need to turn off 5GHz wireless for a short period, but I don't touch anything else. I have various devices connected, most are wifi but one is wired.

Last year I was experiencing very frequent drops and disconnects, and was on the verge of buying a new router as everything else seemed OK. But the problem seemed to resolve about 4 months ago without me doing anything so I didn't.

Service status doesn't say anything is amiss and there's been no work in my area recently.

When it's working I get decent speeds, almost at the advertised speed most of the time.

I know that some people post router stats but I can't find how to do this - if it would be helpful for me to post that then please let me know how I get the stats you want. I'm not an expert but I can follow a guide easily enough!

Thanks.

Re: Router connected but no internet

Longliner — Thu, 09 Jun 2022 14:48:45 GMT

Is this the router you were finally given up with in your earlier post?

https://community.plus.net/t5/My-Router/Finally-giving-up-with-this-router-gt-lt/m-p/1849092#M30243

Re: Router connected but no internet

SpicyPineapple — Thu, 09 Jun 2022 15:46:01 GMT

Yes, but like I said it seemed to resolve itself not long after I posted that thread asking for help so I didn't change anything.

However it's now started again, only worse/longer times disconnecting.

Re: Router connected but no internet

jab1 — Thu, 09 Jun 2022 16:10:15 GMT

@SpicyPineapple wrote:

I know that some people post router stats but I can't find how to do this - if it would be helpful for me to post that then please let me know how I get the stats you want. I'm not an expert but I can follow a guide easily enough!

Thanks.

Here you go, @SpicyPineapple - this will give us all we need to know:

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Router connected but no internet

SpicyPineapple — Thu, 09 Jun 2022 16:57:43 GMT

Thanks @jab1 , screenshots attached

Re: Router connected but no internet

jab1 — Thu, 09 Jun 2022 17:11:55 GMT

@SpicyPineapple , just giving those screen shots (thanks) a quick look, you appear to be some distance away from your local cabinet, so will have a longish copper run. A couple of observations from 'pn1' though - your download SNR looks a little high - but your uptime is very worrying and could account for the low download speed.

Can you please confirm you do not intentionally turn off the Hub when not in use, please?

Re: Router connected but no internet

SpicyPineapple — Thu, 09 Jun 2022 17:20:27 GMT

Thanks John for your help and replies. I definitely don't turn the router off when not in use. It's a short uptime because last night it stopped working around 11pm and wouldn't connect again until late this morning after a pinhole reset.

I don't know much or anything about SNR but happy to learn/google/etc... is there anything I can change to make this better?

My speed is pretty much what is advertised where I live, or at least on the lower end of normal. I know I don't have blistering speeds but wouldn't expect it to be. It's the disconnections that are bothering me.

Re: Router connected but no internet

jab1 — Thu, 09 Jun 2022 17:26:49 GMT

OK, @SpicyPineapple That explains the short uptime, sorry I inferred you turned it off. If your speed is 'normal' for your area, and you are happy with it - OK.

The disconnections would worry me too - they should not be happening. Sorry to ask for more information, but could you provide the WAN logs from you Hubs Event log, please?

Re: Router connected but no internet

SpicyPineapple — Thu, 09 Jun 2022 22:56:02 GMT

Thanks John. I don't know how far back you want me to go, here's some of it

Re: Router connected but no internet

dgilbert2 — Fri, 10 Jun 2022 06:01:04 GMT

@SpicyPineapple , did you touch the Hub (through the GUI or external buttons) in any way around 11:20, if so what did you do?

Re: Router connected but no internet

jab1 — Fri, 10 Jun 2022 06:36:46 GMT

@SpicyPineapple That very short clip proves (to me) that there is a problem, which I suspect is within the BT realm, as I doubt you are intentionally breaking the PPP connection.

@dgilbert2 I am assuming your question is based on the 'user request' report? If so, the answer is that @SpicyPineapple is not guilty - this is a 'false flag' and is actually an indication of a (possibly) failing Hub.

Re: Router connected but no internet

SpicyPineapple — Fri, 10 Jun 2022 07:49:24 GMT

@dgilbert2 Only in the context of trying to get it back on, the last thing I did was pressed the pinhole button for a hard reset. Then I went in through the GUI to change the wifi name etc once it was finally staying connected. I don't fiddle around with it much, the factory settings work for my needs.

@jab1 This is beyond my understanding but I do agree with the bit that I am not guilty 😂 Thanks for being able to see there is an actual problem somewhere - does this mean I need a new router or something else?

Re: Router connected but no internet

jab1 — Fri, 10 Jun 2022 07:53:10 GMT

@SpicyPineapple It may mean you need a new Hub, but that decision is up to Plusnet - I can only go on previous experience and the data you can provide, Plusnet have the ability to delve deeper.

Re: Router connected but no internet

SpicyPineapple — Fri, 10 Jun 2022 08:03:31 GMT

Thanks John for all your help and patience.

How do I get a plusnet staff member to look in to my thread?

Re: Router connected but no internet

jab1 — Fri, 10 Jun 2022 08:04:47 GMT

They should pick it up today via their system.

Re: Router connected but no internet

adamwalker — Sun, 12 Jun 2022 08:31:31 GMT

Hi @SpicyPineapple from reading your posts I agree with jab1 that it does sound like a fault with the router. I've sent out a replacement for you which should reach you within the next 3 to 5 working days.

Please let us know how things go once that's reached you.

Re: Router connected but no internet

SpicyPineapple — Sun, 12 Jun 2022 19:56:05 GMT

Thanks @adamwalker I got the confirmation text this morning and was very pleased to see it 😊

Thanks so much @jab1 for all your help and detective work, I really appreciate it. Also to the others who posted to help, huge thanks from me.

Re: Router connected but no internet

Longliner — Fri, 17 Jun 2022 15:37:17 GMT

Away for a few days and hope your router has turned up by now, but suggest you take a quick look at auction sites and see if you can pick up a BT HH6 for £10-£20. Plenty of advice on setup etc on this site. Much better than Hub One which I keep as a spare. Good luck!

Mike