topic Re: Plusnet Hub One has started to reboot randomly in Broadband

Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 12:39:55 GMT

In the last two weeks my Hub One has rebooted itself 3 times. See 3 photos from the Event Log for 'PPPoE is down' events.

Each time it was not a general power cut issue. The power adapter was cool and firmly plugged in. The firmware is still v4.7.5.1.83.8.289.1.3 dated 2/12/2021.

There have been no changes to the setup since Openreach installed new cable and a new Openreach Master Socket 5c with Mk 4 Faceplate on 15^th Jan 2022. The hub is plugged directly into the master socket.

Is this a developing hub or power adapter fault or a line problem?

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 12:49:56 GMT

@Madeleyite The full log (as a .csv) would be helpful.

Re: Plusnet Hub One has started to reboot randomly

MisterW — Tue, 28 Feb 2023 12:52:32 GMT

Doesn't look like a Hub reboot to me. It's just a dsl drop but as @jab1 says the full log would be useful

Re: Plusnet Hub One has started to reboot randomly

Dan_the_Van — Tue, 28 Feb 2023 12:52:51 GMT

@jab1

It is not possible to export the log file on a Hub One as a csv file

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 12:55:00 GMT

@MisterW thanks

@Dan_the_Van Didn't know that, but we do need the surrounding detail to make an educated assessment.

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 13:29:26 GMT

Thank you but I don't know how to export the Event log details in any electronic format never mind csv. I can print pages but this would not be of any help.

Are Plusnet able to remotely access the event log of my hub and read it?

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 13:39:34 GMT

@Madeleyite Just take a screen shot of a section of the log including at least one of those events and post it on here.

No, PN can't do that.

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 13:57:49 GMT

Okay here is a photo of this morning's event from the 'Down' event to the 'Up' event. Hope it helps.

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 14:09:31 GMT

@Madeleyite That is an xDSL (BT side of your master socket) event. How many of these events, which seem to have a ~2 day gap, have you had recently? Also your downstream SNR is a little on the high side, which would indicate there is an underlying problem somewhere.

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 15:45:19 GMT

Previous events were more random so nothing around the 2-day/48 hour period.

26th Feb event shows 17737 minutes (12.3 days)

14th Feb event shows 28189 minutes (19.6 days)

25th Jan event shows another 'PPPoE is up' event but no corresponding 'PPPoE is down' event.

See photos.

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 15:54:36 GMT

@Madeleyite Those events look strange to me - I can't see any 'down' events at all.

@Dan_the_Van , @MisterW Am I missing something obvious? Or is it those 'CWMP' events causing this?

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 16:08:19 GMT

26th Feb 'down' event can be seen at 08:16:50 hours.

14th Feb 'down' event can be seen at 00:29:51 hours.

25th Jan 'up' event can be seen at 10:40:15 hours but there is no corresponding 'down' event for 25th Jan.

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 16:12:51 GMT

Thanks, @Madeleyite . Can see them now, but I'm still confused, which is why I've asked for a second opinion. Let's wait and see if the other two respond - they have more experience on this kind of issue than me.

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 16:52:18 GMT

FWIW, I still suspect the BTw/OR network for this issue.

Re: Plusnet Hub One has started to reboot randomly

Dan_the_Van — Tue, 28 Feb 2023 17:28:58 GMT

@jab1

10:38:52 25th Jan there was was a system start, the following messages suggest a BOOT.

The other two message were a DSL drop.

@Madeleyite

do you recall restarting hub on the 25th or a reason why the system start would have occured?

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 17:30:18 GMT

Is there anyone who can point Plusnet to this thread in order to get them involved and fix it? Or is it something I can do using some special method?

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 17:30:43 GMT

@Dan_the_Van Yup, I saw that, but what about the other 2 or 3 drops?

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 17:35:44 GMT

I have not restarted the hub myself. The hub restarted on its own. I know there were no power cuts for the daytime events but I don't know about the 00:29:51 event on 14th Feb because I was asleep.

Re: Plusnet Hub One has started to reboot randomly

jab1 — Tue, 28 Feb 2023 17:33:28 GMT

@Madeleyite The PN Help Team are fairly small (and stretched), which is why some of the Community try to help out. If you can bear with us, maybe we can sort this out before PN staff even get to it.

Re: Plusnet Hub One has started to reboot randomly

Madeleyite — Tue, 28 Feb 2023 17:36:30 GMT

@jab1 - Thank you John.