topic Re: Hub reboots in Broadband

Hub reboots

grizedale — Fri, 09 Dec 2022 07:29:44 GMT

Would you mind doing a line check please, over-the past few weeks the hub has been rebooting a couple of times a day (no Xmas lights) This morning its done it 4 times in the past 30 mins (green, flashing orange, orange, blue)

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 07:35:09 GMT

@grizedale Can you supply the WAN tab from you're 'Events Log' please?

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 07:38:15 GMT

I'm sure I can, would you mind giving a helping hand as to where it is please...

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 07:40:54 GMT

Which Hub do you have - Hub1 or Hub2? May be a little while before I get back to you as I have something else needing doing.

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 07:56:14 GMT

Smarthub 6

Event log attached {removed as the wrong one}

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 07:55:26 GMT

Found the WAN tab

Attached

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 08:05:30 GMT

Thanks for that. It is a long log 😉, but my initial thought is that the Hub could be failing - how long have you had it? Some of those entries are a little concerning, especially those reporting 0.0 SNR figures.

My networking knowledge doesn't make me 100% confident to make a definite diagnosis, so I'm going to tag @Dan_the_Van who may be better able to comment.

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 08:11:02 GMT

Hub is just over 2 years old...

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 08:17:58 GMT

It is a BT HH6? Age can be irrelevant - electrical devices can fail. I suggest you wait for Dan-the-van to reply before doing much else.

Do you have any other modem/router you could try? If you say 'yes, I have a Plusnet Hub', that may not be a lot of good, as I suspect it will be on an old, non-updatable firmware.

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 08:19:17 GMT

Thanks for what you are doing, i dont have another hub.

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 08:21:13 GMT

Unfortunate. I'm sure @Dan_the_Van will pop up sometime soon.

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 08:29:59 GMT

Reading a bit more of that long log, I'm now wondering if this could be a BT/OR network problem, Assuming your phone line passes test, it may be an idea to report a broadband fault.

It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Hub reboots

Dan_the_Van — Fri, 09 Dec 2022 08:32:40 GMT

@grizedale

The number of DSL Link up messages are greater than the DSL Link down messages.

The fact the led goes green to me suggests the hub is restarting as you have mentioned.

Can you provide a copy of the event log this time selecting ALL. Be good to see what leads up to the DSL link up message which hasn't followed a DSL link down, hopefully help explain the SNR Margin Down=0.0dB, Up=0.0dB which makes no sense me.

Edit: is there a Help Page tab you can also post?

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 08:34:00 GMT

Cheers, @Dan_the_Van - I shouldn't pick these complex ones up until I've had my second (at least) coffee. 😀

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 08:51:43 GMT

Hi both

I dont have a landline phone so cannot check.

ALL log attached

Re: Hub reboots

jab1 — Fri, 09 Dec 2022 08:53:34 GMT

I'll leave the log to Dan, and hold off on reporting anything until he's had a chance to peruse the log.

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 09:09:10 GMT

Going to be 2 or 3 hours till i can respond.

Re: Hub reboots

Dan_the_Van — Fri, 09 Dec 2022 10:10:57 GMT

@grizedale

without the need of a coffee I have viewed the log file and found many (57 in total)

07:45:36, 09 Dec. System start Button press (PowerButton)
07:45:36, 09 Dec. System up

07:22:59, 09 Dec. System start Button press (PowerButton)
07:22:58, 09 Dec. System up

I have to ask but is anyone turning the Hub off using the power button and if so why? If is not deliberate it could be a dodgy power switch causing the Hub restarts. It's not unknown for these small power switches to go intermittent. A replacement Hub would be needed.

However you are getting DSL Link Down as well, which would be a broadband connection disconnect, this needs investigating, could be caused by noise on the landline.

If you have a NTE5c MK4 master socket with a filtered faceplate, it might worth using a inline filter connected to the test socket found behind the faceplate, it is not unknow for the seating of the faceplate and test socket to become flaky causing line noise.

Report a phone fault:- https://www.plus.net/help/report-a-problem/phone/#phone

Report a broadband fault:- https://www.plus.net/help/report-a-problem/broadband/

HTH

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 14:00:27 GMT

Re turning off, Yes I am, the hub will suddenly go to solid orange and remain there till its rebooted..

Re: Hub reboots

grizedale — Fri, 09 Dec 2022 14:09:28 GMT

We have a 5C master socket with seperate wifi and phone sockets.

I have attached a copy of the latest log, I have been out for 5 hours so its been untouched for that long.