topic Router keeps restarting... in Broadband

Router keeps restarting...

Davidnewton2129 — Wed, 01 Mar 2023 20:04:16 GMT

Hi All,

Thanks for any help in advance.

I am having issues because my router is restarting roughly once a day. This is causing me some issues as its means that some of the services that I try and access are locked to my IP address. So sorting that out is a real pain. It didn't used to be a problem until about a week ago. My IP address is having to be updated daily now.

I can see from the router logs that its only staying up for 22 - 23 hours and then rebooting with something similar to this:

03:01:23, 25 Feb. (645647.020000) PTM over DSL is down after 1480 minutes uptime

Sometimes it has been rebooting in less time that that. Our electricity has not tripped, and we only have 2 phone plugged into the phone line. Its odd because its early in the morning when it happens not during the day. Otherwise I might think it was a telephone or filter causing the issues.

I assume this is due to the router firmware being updated, but I have not ever heard of ISP updating firmware for over a week.

Any help appreciated,

Kind Regards,

David.

Re: Router keeps restarting...

jab1 — Wed, 01 Mar 2023 20:09:30 GMT

@Davidnewton2129 Can you post a full transcript of the logs please - that will give us something to work on.

Re: Router keeps restarting...

Davidnewton2129 — Wed, 01 Mar 2023 20:36:40 GMT

Hi Jab1,

Thanks for the reply. Theres quite a lot in the log files of the router. For clarity its a PlusNet Hub One and it must be about 6 or 7 years old. This is the firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 30/11/21

This is the log from the router (first page) for the WAN category. There is a LOT of other information otherwise, but I think this shows when its restarting.

01:08:52, 01 Mar. (984489.090000) WAN operating mode is VDSL
01:08:52, 01 Mar. (984489.090000) Last WAN operating mode was VDSL
01:08:51, 01 Mar. (984487.850000) PPP IPCP Receive Configuration ACK
01:08:51, 01 Mar. (984487.850000) PPP IPCP Send Configuration Request
01:08:51, 01 Mar. (984487.840000) PPP IPCP Receive Configuration NAK
01:08:51, 01 Mar. (984487.840000) PPP IPCP Send Configuration ACK
01:08:51, 01 Mar. (984487.830000) PPP IPCP Receive Configuration Request
01:08:51, 01 Mar. (984487.830000) PPP IPCP Send Configuration Request
01:08:50, 01 Mar. (984486.750000) PPPoE is up - Down Rate=24968Kbps, Up Rate=9999Kbps; SNR Margin Down=19.2dB, Up=6.8dB
01:08:50, 01 Mar. (984486.730000) CHAP authentication successful
01:08:50, 01 Mar. (984486.690000) CHAP Receive Challenge
01:08:50, 01 Mar. (984486.690000) Starting CHAP authentication with peer
01:08:50, 01 Mar. (984486.690000) PPP LCP Receive Configuration ACK
01:08:50, 01 Mar. (984486.680000) PPP LCP Send Configuration Request
01:08:50, 01 Mar. (984486.680000) PPP LCP Receive Configuration Reject
01:08:50, 01 Mar. (984486.680000) PPP LCP Send Configuration ACK
01:08:50, 01 Mar. (984486.670000) PPP LCP Receive Configuration Request
01:08:50, 01 Mar. (984486.670000) PPP LCP Send Configuration Request
01:08:00, 01 Mar. (984436.980000) PTM over DSL is up
01:07:25, 01 Mar. (984401.250000) PTM over DSL is down after 1357 minutes uptime
01:07:25, 01 Mar. (984401.250000) PPPoE is down after 1356 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
01:07:22, 01 Mar. (984398.190000) PPP LCP Send Termination Request [User request]
02:31:06, 28 Feb. (903024.390000) WAN operating mode is VDSL
02:31:06, 28 Feb. (903024.390000) Last WAN operating mode was VDSL
02:31:04, 28 Feb. (903023.160000) PPP IPCP Receive Configuration ACK
02:31:04, 28 Feb. (903023.150000) PPP IPCP Send Configuration Request
02:31:04, 28 Feb. (903023.140000) PPP IPCP Receive Configuration NAK
02:31:04, 28 Feb. (903023.140000) PPP IPCP Send Configuration ACK
02:31:04, 28 Feb. (903023.140000) PPP IPCP Receive Configuration Request
02:31:04, 28 Feb. (903023.130000) PPP IPCP Send Configuration Request
02:31:03, 28 Feb. (903022.060000) PPPoE is up - Down Rate=24968Kbps, Up Rate=9999Kbps; SNR Margin Down=19.2dB, Up=6.7dB
02:31:03, 28 Feb. (903022.050000) CHAP authentication successful
02:31:03, 28 Feb. (903022.010000) CHAP Receive Challenge
02:31:03, 28 Feb. (903022.010000) Starting CHAP authentication with peer
02:31:03, 28 Feb. (903022.010000) PPP LCP Receive Configuration ACK
02:31:03, 28 Feb. (903022.010000) PPP LCP Send Configuration Request
02:31:03, 28 Feb. (903022.000000) PPP LCP Receive Configuration Reject
02:31:03, 28 Feb. (903022.000000) PPP LCP Send Configuration ACK
02:31:03, 28 Feb. (903022.000000) PPP LCP Receive Configuration Request
02:31:03, 28 Feb. (903022.000000) PPP LCP Send Configuration Request
02:30:14, 28 Feb. (902972.330000) PTM over DSL is up
02:29:38, 28 Feb. (902936.590000) PTM over DSL is down after 1325 minutes uptime
02:29:38, 28 Feb. (902936.590000) PPPoE is down after 1324 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
02:29:35, 28 Feb. (902933.530000) PPP LCP Send Termination Request [User request]
04:25:01, 27 Feb. (823460.940000) WAN operating mode is VDSL
04:25:01, 27 Feb. (823460.940000) Last WAN operating mode was VDSL
04:25:00, 27 Feb. (823459.690000) PPP IPCP Receive Configuration ACK
04:25:00, 27 Feb. (823459.680000) PPP IPCP Send Configuration Request
04:25:00, 27 Feb. (823459.670000) PPP IPCP Receive Configuration NAK
04:25:00, 27 Feb. (823459.670000) PPP IPCP Send Configuration ACK
04:25:00, 27 Feb. (823459.670000) PPP IPCP Receive Configuration Request
04:25:00, 27 Feb. (823459.660000) PPP IPCP Send Configuration Request
04:24:59, 27 Feb. (823458.590000) PPPoE is up - Down Rate=24968Kbps, Up Rate=9999Kbps; SNR Margin Down=19.3dB, Up=6.9dB
04:24:59, 27 Feb. (823458.570000) CHAP authentication successful
04:24:58, 27 Feb. (823458.500000) CHAP Receive Challenge
04:24:58, 27 Feb. (823458.500000) Starting CHAP authentication with peer
04:24:58, 27 Feb. (823458.500000) PPP LCP Receive Configuration ACK
04:24:58, 27 Feb. (823458.490000) PPP LCP Send Configuration Request
04:24:58, 27 Feb. (823458.490000) PPP LCP Receive Configuration Reject
04:24:58, 27 Feb. (823458.490000) PPP LCP Send Configuration ACK
04:24:58, 27 Feb. (823458.480000) PPP LCP Receive Configuration Request
04:24:58, 27 Feb. (823458.480000) PPP LCP Send Configuration Request
04:24:09, 27 Feb. (823408.780000) PTM over DSL is up
04:23:34, 27 Feb. (823374.000000) PTM over DSL is down after 1454 minutes uptime
04:23:34, 27 Feb. (823374.000000) PPPoE is down after 1453 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
04:23:31, 27 Feb. (823370.930000) PPP LCP Send Termination Request [User request]
04:09:58, 26 Feb. (736159.750000) WAN operating mode is VDSL
04:09:58, 26 Feb. (736159.750000) Last WAN operating mode was VDSL
04:09:57, 26 Feb. (736158.460000) PPP IPCP Receive Configuration ACK
04:09:57, 26 Feb. (736158.450000) PPP IPCP Send Configuration Request
04:09:57, 26 Feb. (736158.440000) PPP IPCP Receive Configuration NAK
04:09:57, 26 Feb. (736158.440000) PPP IPCP Send Configuration ACK
04:09:57, 26 Feb. (736158.440000) PPP IPCP Receive Configuration Request
04:09:57, 26 Feb. (736158.430000) PPP IPCP Send Configuration Request
04:09:55, 26 Feb. (736157.290000) PPPoE is up - Down Rate=24968Kbps, Up Rate=9999Kbps; SNR Margin Down=19.3dB, Up=7.1dB
04:09:55, 26 Feb. (736157.270000) CHAP authentication successful
04:09:55, 26 Feb. (736157.230000) CHAP Receive Challenge
04:09:55, 26 Feb. (736157.230000) Starting CHAP authentication with peer
04:09:55, 26 Feb. (736157.220000) PPP LCP Receive Configuration ACK
04:09:55, 26 Feb. (736157.220000) PPP LCP Send Configuration Request
04:09:55, 26 Feb. (736157.210000) PPP LCP Receive Configuration Reject
04:09:55, 26 Feb. (736157.210000) PPP LCP Send Configuration ACK
04:09:55, 26 Feb. (736157.210000) PPP LCP Receive Configuration Request
04:09:55, 26 Feb. (736157.210000) PPP LCP Send Configuration Request
04:09:05, 26 Feb. (736107.360000) PTM over DSL is up
04:08:29, 26 Feb. (736070.910000) PTM over DSL is down after 1506 minutes uptime
04:08:29, 26 Feb. (736070.910000) PPPoE is down after 1505 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
04:08:26, 26 Feb. (736067.790000) PPP LCP Send Termination Request [User request]
03:02:51, 25 Feb. (645734.810000) WAN operating mode is VDSL
03:02:51, 25 Feb. (645734.810000) Last WAN operating mode was VDSL
03:02:49, 25 Feb. (645733.520000) PPP IPCP Receive Configuration ACK
03:02:49, 25 Feb. (645733.520000) PPP IPCP Send Configuration Request
03:02:49, 25 Feb. (645733.510000) PPP IPCP Receive Configuration NAK
03:02:49, 25 Feb. (645733.510000) PPP IPCP Send Configuration ACK
03:02:49, 25 Feb. (645733.500000) PPP IPCP Receive Configuration Request
03:02:49, 25 Feb. (645733.500000) PPP IPCP Send Configuration Request
03:02:48, 25 Feb. (645732.380000) PPPoE is up - Down Rate=24968Kbps, Up Rate=9999Kbps; SNR Margin Down=19.3dB, Up=7.0dB
03:02:48, 25 Feb. (645732.360000) CHAP authentication successful
03:02:48, 25 Feb. (645732.320000) CHAP Receive Challenge
03:02:48, 25 Feb. (645732.320000) Starting CHAP authentication with peer

Re: Router keeps restarting...

jab1 — Wed, 01 Mar 2023 20:45:19 GMT

@Davidnewton2129 Thanks for that. I could be wrong here, so I will tag a more informed Community member, but it could be the Hub is starting to fail.They may not reply immediately, but hopefully will do tomorrow.

@Dan_the_Van - Am I barking up the wrong tree?

Re: Router keeps restarting...

Mustrum — Wed, 01 Mar 2023 20:57:50 GMT

I am not so sure on the router failing, the drops have happened mostly around 4am and noise margin looks high.

@Davidnewton2129 what package are you on, Unlimited Fibre or Unlimited Fibre Extra?

Also could you post the results from putting your phone number in the DSL checker, but make sure you hide the number when you post it.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Router keeps restarting...

Dan_the_Van — Wed, 01 Mar 2023 20:59:32 GMT

Hi @jab1

It does look odd, but I note all those DSL drops are over night, I am wondering if there is some openreach planned maintenance work is being carried out?

@Davidnewton2129

Can you check here https://status.zen.co.uk/broadband/ to see if any overnight work is being carried?

Your Hub One is running the current firmware version and it has not rebooted for nearly 23 days.

A copy of the help desk page would be helpful, hide your broadband username

Dan

Re: Router keeps restarting...

jab1 — Wed, 01 Mar 2023 21:00:33 GMT

@Mustrum , @Dan_the_Van Ooops, didn't notice the timing - could well be OR maintenance. No further comment until we see more. 😉

Re: Router keeps restarting...

Davidnewton2129 — Wed, 01 Mar 2023 21:24:47 GMT

Hi There,

Thanks for all the replies guys!

These are the results of Zendesk (see attached) for the area code with the account, and the ADSL checker.

The package that I am with is Unlimited Fibre

David

Re: Router keeps restarting...

Mustrum — Wed, 01 Mar 2023 21:31:19 GMT

@Davidnewton2129 From the DSL Checker, your speeds have been reduces considerably no doubt due to a problem with your line.

The good news is that you can get full fibre, although you would loose your phone.

Do you use it? Is the line quiet? Dial 17070 option 2.

Re: Router keeps restarting...

jab1 — Wed, 01 Mar 2023 21:40:18 GMT

@Mustrum The OP also appears to below the 'hand-back' threshold as well.

Re: Router keeps restarting...

Davidnewton2129 — Wed, 01 Mar 2023 22:05:26 GMT

Hi guys,

Thanks for the replies.

Yeah its quite a crackly line. At present the phones do get used a fair bit. I will try and organise getting an engineer test done via plus net I think. Something to do first thing in the morning I think.

I will keep you all posted,

Kind regards,

David.

Re: Router keeps restarting...

jab1 — Wed, 01 Mar 2023 22:09:36 GMT

@Davidnewton2129 Just report a phone fault via https://www.plus.net/help/report-a-problem/phone/ - saves waiting on the phone - although it won't get picked up until they start in the morning.