topic Re: Router keeps disconnecting in Broadband

Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 06:58:56 GMT

I am not at all technically savvy. Over the past week my router has been disconnecting, or dropping off, and I keep having to press the restart button. I have looked at the various 'help' topics, and checked all the connections etc. Any suggestions please?

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 07:08:33 GMT

Which router do you have? Are there any clues in the error log?

Re: Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 07:20:14 GMT

The router is a a Plusnet Hub Two. Where do I find the error log please?

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 07:25:43 GMT

A picture paints a thousand words. Log into the Hub, and then negotiate to this page. Once you are there, hit the 'export' button and attach the resulting file to a reply - we can then examine that.

Re: Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 07:34:45 GMT

As they say, you learn something new every day!

Jan

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 07:43:07 GMT

That is not the error log - you have posted the Technical Information page, which kind of helps, as it shows you are disconnecting from the internet.

As you say you are 'not technical', can I suggest you follow the below, which should make PN carry out some checks for you.

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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 07:55:21 GMT

Sorry!

Quiet line test - no noise. Attached the event log.

(Will not be around now until later)

Thank you for your patience.

Jan

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 08:08:42 GMT

@Dan_the_Van Looking at that Error log, I'm suspecting a duff Hub, but maybe I'm wrong?

Re: Router keeps disconnecting

MisterW — Sun, 21 Apr 2024 08:20:32 GMT

I've asked for this to be moved to the Broadband forum, its not Full Fibre

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 08:23:23 GMT

So did I - earlier. 😉

Re: Router keeps disconnecting

Dan_the_Van — Sun, 21 Apr 2024 08:33:26 GMT

@jab1

This is the last DSL link message

03:41:42, 10 Apr. DSL Link Down: duration was 75464 seconds

There are many "PPP: Sending PADI" messages that the WAN log is full.

There are PPPoE disconnects PPP: LCP down which the Hub is not recovering from.

Could be the Hub or the port/card it is connected to

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 08:39:27 GMT

OK, thanks @Dan_the_Van . I'll ask the OP a few more questions when they return.

Re: Router keeps disconnecting

Dan_the_Van — Sun, 21 Apr 2024 08:53:07 GMT

@jab1

I'll look out for your questions, be interested if the light goes solid orange during the outage, not expecting flashing as the DSL connection has not dropped

06:40:24, 21 Apr. WAN Sensing Auto sensing Complete, interface selected 06:40:24, 21 Apr. SIP WAN DOWN 06:40:24, 21 Apr. PPP: Starting PPP daemon 06:40:23, 21 Apr. WAN Sensing Auto sensing Running 06:40:23, 21 Apr. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER] 06:40:22, 21 Apr. PPP: Stopped PPP daemon(0,1,5) 06:40:19, 21 Apr. PPP LCP Send Termination Request (User request) 06:40:16, 21 Apr. PPP LCP Send Termination Request (Peer not responding) 06:40:16, 21 Apr. PPP: IPCP down 06:40:16, 21 Apr. PPP: LCP down 20:55:14, 20 Apr. WAN Sensing Auto sensing Complete, interface selected 20:55:14, 20 Apr. SIP WAN DOWN 20:55:14, 20 Apr. PPP: Starting PPP daemon 20:55:14, 20 Apr. WAN Sensing Auto sensing Running 20:55:14, 20 Apr. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER] 20:55:13, 20 Apr. PPP: Stopped PPP daemon(0,1,5) 20:55:10, 20 Apr. PPP LCP Send Termination Request (User request) 20:55:06, 20 Apr. PPP LCP Send Termination Request (Peer not responding) 20:55:06, 20 Apr. PPP: IPCP down 20:55:06, 20 Apr. PPP: LCP down

The two surviving PPP: LCP down message look the same

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 11:23:59 GMT

@Greenwalker A couple of questions for you when you return: How old is the computer you are using (on what operating system)?

How old is the Hub?

As @Dan_the_Van asks above, what happens to the Hub light when get these disconnections?

Re: Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 15:28:54 GMT

Thanks - in answer to your questions:

The PC is roughly 3 1/2 years old (see date below for Windows)

and: Device name FCSW10-203715
Processor Intel(R) Core(TM) i5-4590 CPU @ 3.30GHz 3.30 GHz
Installed RAM 4.00 GB (3.68 GB usable)
Device ID 7BCF05BD-F2E5-4DA3-9618-34924D3A45CA
Product ID 00330-50000-00000-AAOEM
System type 64-bit operating system, x64-based processor
Edition Windows 10 Pro
Version 22H2
Installed on ‎02/‎11/‎2020
OS build 19045.4291
Experience Windows Feature Experience Pack 1000.19056.1000.0

The Hub is newer, when I changed to 'unlimited fibre extra' in June 2023.

The Hub light is a continuous orange - not pulsing as it does when re-booting (if that's the word)

Hope that helps.

Jan

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 16:05:19 GMT

Hi Jan.

Thanks for that information. The light indicates that you are getting no signal - which confirmed by the numerous 'waiting for PADI' messages, but as you do not appear to be getting many DSL drops, I'm guessing that @Dan_the_Van may be correct in blaming the computer - have you checked that the grey DSL cable is fully seated?, although I suspect it will be.

As it is a while since I've used a Windows computer, I don't know, but that Version looks a bit old - not that it should be causing any problems, I don't think - but it is something worth considering.

@Dan_the_Van / @MisterW - any further thoughts, although I'm leaning towards Dan's suspicion of the port/card?

Re: Router keeps disconnecting

Dan_the_Van — Sun, 21 Apr 2024 16:22:06 GMT

I wondering if a factory reset would an idea at this stage.

"Use a paper clip or something pointed to press in the reset pinhole button on the back of the router.

Keep the button pressed for 20 seconds. When the light on the front of your hub turns green, release the reset button."

The Hub will no go through the powerup sequence

Re: Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 17:56:10 GMT

Thanks - before I do that, and bearing in mind my very limited knowledge, is trying the 'reset' likely to cause me to 'lose' anything?

Jan

Re: Router keeps disconnecting

jab1 — Sun, 21 Apr 2024 17:59:30 GMT

No, you will not lose anything at all - all the 'reset' does is reset your connection, possibly 'unblocking' something. Just note it can take ~5 minutes or so to complete.

Re: Router keeps disconnecting

Greenwalker — Sun, 21 Apr 2024 18:07:27 GMT

Thank you. i will give it a go in the morning, and monitor the situation. I will let you know.

Thank you so much for your advice.

Jan