topic Re: New setup, incredibly unreliable in Broadband

New setup, incredibly unreliable

HermanToothrot — Wed, 03 Jul 2024 20:43:41 GMT

Moved into a new flat start of June. Went with plusnet because they were alright at my parents. Start date got pushed to the end of June despite me putting the order in early before I moved in. Connection day comes and after a while the connection comes up.

A couple of days later, I need to move some stuff, so I power the router down and unplug stuff, plug it back in and turn it on. Internet doesn't ocme back up. Router swaps between orange for 10ish seconds blue for 3ish, then orange again. Logging in, it alternates between connected and disconnected. I call PN up, go through restarting stuff, factory reset, then finally turn everything off and leave it off for an hour, then back on again. I do this, and it comes back up. That's last Saturday.

Today I need to swap power around again so I do the same thing and it happens again. Exactly same issue. I call again, we go through the exact same process, and the outcome is the same. I need to turn it off for an hour, and then back on. After the guy says I should try not turning it off in future. Yeah, no s. So now I'm left with either a [-Censored-] router, openreach box, connection, or something else. But I don't understand why I have anything that can't handle being turned off for less than 5 minutes. The whole thing is just annoying. Anyone got any good suggestions?

Re: New setup, incredibly unreliable

jab1 — Wed, 03 Jul 2024 20:50:00 GMT

Is this a Full Fibre connection? Whether it id or not, something doesn't sound right - turning the Hub off for a time should have no effect on it restarting. Again, not that it should make a difference, but if it is FF, do you turn off the ONT?

Re: New setup, incredibly unreliable

greygit1 — Wed, 03 Jul 2024 22:24:53 GMT

When I've powered down the ONT here it hasn't resulted in no service after the ONT is powered up again (except for the small number of seconds it takes to re-establish the connection).

Re: New setup, incredibly unreliable

HermanToothrot — Thu, 04 Jul 2024 04:38:15 GMT

Full fibre. Turning off the ont as well. Turning it back on before the router. 3 green lights on the ont when the router is going through its connected/disconnected cycle. The only thing so far bringing it back to life is this hour both of them are off. I don't have time to determine if just the router being off for an hour and not the ont would work.

Re: New setup, incredibly unreliable

jab1 — Thu, 04 Jul 2024 06:02:24 GMT

@greygit1 Exactly as it should be, which is why I don't understand what is happening to the OP.

@HermanToothrot As above, so I don't know what your problem is, sorry.

@MisterW You have more knowledge on this than me - any clues?

Re: New setup, incredibly unreliable

MisterW — Thu, 04 Jul 2024 06:22:01 GMT

@HermanToothrot is this a Plusnet router, supplied on your account ?

Have you previously had a Plusnet router which you've given to someone else ?

I'm thinking are there two routers trying to connect to the same account...

Re: New setup, incredibly unreliable

HermanToothrot — Thu, 04 Jul 2024 07:16:28 GMT

@MisterW
Brand new router on a brand new line on a brand new account. I've only had the one router from plusnet and it's the one I'm having these issues with. Not given another router to someone else or shared my login details with someone else.

Re: New setup, incredibly unreliable

jab1 — Thu, 04 Jul 2024 07:41:45 GMT

Stab in the dark - is the username and password on the Hub yours, @HermanToothrot ?

Re: New setup, incredibly unreliable

HermanToothrot — Thu, 04 Jul 2024 07:54:52 GMT

@jab1
Yes, my own username/password. Password was re-entered on Saturday. If the next thing people suggest is a password reset, and I can actually do that, my only concern is that factory resetting the router will set the password back to what it currently is. Assuming I ever need to factory reset it again. And why isn't a factory reset on these routers an actual factory reset?

Re: New setup, incredibly unreliable

jab1 — Thu, 04 Jul 2024 08:00:17 GMT

OK, @HermanToothrot , as I said, it was a stab in the dark. I wouldn't think a factory reset would cause any issues - it is a factory reset as it resets the Hub to default conditions, and then re-fetches your details from Plusnet.

Re: New setup, incredibly unreliable

MisterW — Thu, 04 Jul 2024 08:12:59 GMT

The only thing so far bringing it back to life is this hour both of them are off. I don't have time to determine if just the router being off for an hour and not the ont would work.

@HermanToothrot I suspect powering off the ONT or not, will make no difference. The next time you need to power off the router, can I suggest leaving the ONT on just to confirm. If the router doesnt connect , can you look at the event log ( maybe export it and post it here ), maybe that will give a clue as to what's happening.

Having to wait an hour looks like the previous PPPoE session is still alive and isn't being terminated, as it should be, by the router trying to reconnect.

Re: New setup, incredibly unreliable

HermanToothrot — Thu, 04 Jul 2024 08:15:43 GMT

@MisterW will do, thanks. Where do I get the event log from?

Re: New setup, incredibly unreliable

MisterW — Thu, 04 Jul 2024 08:19:50 GMT

@HermanToothrot I think its Advanced settings->Helpdesk->Technical log , but I dont have a Hub 2 to hand.

I'm sure someone else will confirm (or not!)

Re: New setup, incredibly unreliable

jab1 — Thu, 04 Jul 2024 08:22:26 GMT

@HermanToothrot The full log, which we really need, is available from this page of your Hubs details. When you have got it - by clicking the 'Export' button, attach it to a reply

Re: New setup, incredibly unreliable

HermanToothrot — Thu, 04 Jul 2024 08:32:34 GMT

Thanks peoples, much appreciated, will take a look when I get home later.

Re: New setup, incredibly unreliable

HermanToothrot — Thu, 04 Jul 2024 19:29:03 GMT

Log which may or may not indicate an issue (I restarted the router and then went to sort dinner, and by the time that was done I noticed I had internet.)

Re: New setup, incredibly unreliable

greygit1 — Thu, 04 Jul 2024 22:36:14 GMT

Neither do I at this point in time.

I'm always happy to do some testing

Re: New setup, incredibly unreliable

jab1 — Fri, 05 Jul 2024 06:44:31 GMT

@HermanToothrot Thanks for that log - unfortunately it looks like there is an issue, lots of 'No Carrier' and other disturbing entries. I don't recall seeing another FTTP log, so don't know whether the absence of any proper 'connection' details is significant.

Re: New setup, incredibly unreliable

Baldrick1 — Fri, 05 Jul 2024 06:51:22 GMT

@HermanToothrot

Next time you want to power the hub down try first closing the connection in an orderly manner. Before switching off the power, log in to the Hub Advanced settings. On the Broadband page you will see a highlighted field labelled 'Disconnect'. Once disconnected power off.

When switching back on you will probably need to reverse the process and select 'Connect'..

Re: New setup, incredibly unreliable

MisterW — Fri, 05 Jul 2024 06:51:36 GMT

@HermanToothrot thanks for posting the log. Just analyzing it, I think it does show the problem, will post back later