topic Re: Router Keeps Resetting ! in Broadband

Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 12:12:33 GMT

The last months my router has been resetting itself, it happens nearly every day, in the middle of the day... Its very irritating and inconvenient when I'm on the internet doing work etc 😠 Is there anything I can do?

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 12:18:30 GMT

@hungryhorse11 When you say 'keeps resetting itself', what do you mean? Does the Hub light change colour?

Re: Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 12:35:10 GMT

Yes the Hub`s lights do change colour.

The internet goes down then the Hub flashes, then the lights go green then goes blue, then the internet comes back on!

a bit like if you turn the Hub off then on again

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 12:46:21 GMT

OK, it sounds like you do have a problem, but before I try and make suggestion, which Hub do you have, and how technical are you?

Re: Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 12:50:14 GMT

Its a Plusnet Hub Two

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 12:53:27 GMT

@hungryhorse11

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

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 (with the 'Username' obscured) 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

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 13:12:07 GMT

Product code:Plusnet Hub Two

Firmware version:v0.10.00.04201-PN
Firmware updated:20-Jun-2023
Board version:R01
GUI version:1.9 16_08_2022
DSL uptime:0 Days 0 Hrs 12 Mins
Data rate:19.999 Mbps / 79.999 Mbps
Maximum data rate:25.870 Mbps / 86.740 Mbps
Noise margin:15.3 / 6.4
Line attenuation:7.6 / 9.6
Signal attenuation:7.6 / 11.3
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:26.5 MB Uploaded / 160.9 MB Downloaded
Broadband username:XXXXX
2.4 GHz wireless network name:PLUSNET-GTC9J5
2.4 GHz wireless channel:Smart (Channel 1)
5 GHz wireless network name:PLUSNET-GTC9J5
5 GHz wireless channel:Smart (Channel 36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:XXXXXXX
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

Re: Router Keeps Resetting !

bobpullen — Thu, 27 Jul 2023 13:14:21 GMT

@hungryhorse11 - you don't have anything plugged into the fourth LAN port do you?

Have you tried factory resetting the hub by inserting something into the pinhole at the rear until the status light flashes green?

Re: Router Keeps Resetting !

MisterW — Thu, 27 Jul 2023 13:15:21 GMT

then the lights go green

If the Hub light goes green then the Hub is rebooting.

Sounds like a hardware or power supply fault.

If it was a network issue (resynch) , then the Hub would just go to flashing orange.

Re: Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 13:35:08 GMT

Sorry I got it slightly wrong, its just re-set itself again 😂

Out of the blue the internet goes down, then the Hubs lights suddenly goes GREEN, then it flashes ORANGE then goes back to BLUE, then the internet comes back on!

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 13:35:22 GMT

My one and only comment - 12 minutes DSL uptime???

Re: Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 13:37:19 GMT

Theres nothing the fourth LAN(WAN) port

I will try and re-set it, see if that works.👍

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 13:38:03 GMT

You didn't follow my help sheet, so we are left guessing here, but I suggest you try this simpler instruction:

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/

Re: Router Keeps Resetting !

RealAleMadrid — Thu, 27 Jul 2023 16:22:42 GMT

@jab1 @hungryhorse11 I don't think it's a line problem, the line is extremely short, running at full speed and as the router is restarting much more likely to be a router fault such as the watchdog or a power supply problem. Could there be some clue in the router logs? Don't know how to access them as I don't use ISP routers.

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 16:33:56 GMT

@RealAleMadrid That was going to be my next suggestion if and when the OP replied. As you say, the connection is running at full speed on a short copper length, with everything - apart from the xDSL uptime looking perfect.

I don't use PN kit - not a subscriber any more - but the error log can be exported in .csv format from this page:

Re: Router Keeps Resetting !

MisterW — Thu, 27 Jul 2023 18:11:47 GMT

With everything apart from the xDSL uptime looking perfect.

the xDSL uptime is only short because the Hub is rebooting !!

It's a hardware fault.

Re: Router Keeps Resetting !

jab1 — Thu, 27 Jul 2023 18:15:20 GMT

OK.👍

Re: Router Keeps Resetting !

hungryhorse11 — Thu, 27 Jul 2023 18:24:43 GMT

I`ve reset the Hub back to its original default factory settings via Plusnet Hub Two Manager, and it seems of calmed down now. Its been ok for the last 4hours now 🤞

The Hub hasn't been right for the last few months with it resetting itself at least once nearly every day, but today it reset itself 4 times....

Thanks everyone for all your help and advice 👍