topic Re: Hub2 connection log in Broadband

Hub2 connection log

iwbrock — Thu, 27 Mar 2025 10:14:57 GMT

Hi All,

I'm having some issues with random broadband dropout and am trying to get my router connection log, but it only seems to be showing the last 15 or so hours, should I be able to see more than this?This coresponds to the last drop out, so wondering if the log resets when the hub does?

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 10:31:18 GMT

@iwbrock What do you get if you click the 'export' tab on that page - it should produce a .csv file?

Re: Hub2 connection log

Dan_the_Van — Thu, 27 Mar 2025 11:07:54 GMT

@iwbrock

The log should go back to when the Hub was first switched on or the last time a factory default was performed. Some event log categories history is limited. FWRL being an example

The WAN log on my Hub two has entries from 21 Sept 2024 which is when I last performed a reset

HTH

Re: Hub2 connection log

iwbrock — Thu, 27 Mar 2025 11:49:28 GMT

Hi John

I will have a look this evening and get back to you on that one.

Re: Hub2 connection log

iwbrock — Thu, 27 Mar 2025 18:34:16 GMT

Exporting the event log worked. I am getting SIP WAN DOWN SIP WAN UP logged at the time of each disconnection.

EVENT SEEMS TO GO AS FOLLOWS:

(attached)

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 18:38:47 GMT

@iwbrock Is that what you always get? Out of interest are you on FTTC or FTTP?

Re: Hub2 connection log

Dan_the_Van — Thu, 27 Mar 2025 19:19:27 GMT

@iwbrock

The plusnet Hub two is based on the BT Smart Hub 2, they have many things income but, the plusnet Hub two does not support digital phone, the SIP WAN DOWN SIP WAN UP are associate with that function.

So they can be ignored, nothing to do with FTTC or FTTP connections

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 19:22:30 GMT

Thanks, @Dan_the_Van - I was just researching that as I didn't know what it was all about. I reckon we need the full log?

Re: Hub2 connection log

Dan_the_Van — Thu, 27 Mar 2025 19:29:33 GMT

@jab1

The SIP messages only appear on a line restart so yes full log is required, but saying that the event log extract was overnight so may be maintenance

Re: Hub2 connection log

iwbrock — Thu, 27 Mar 2025 19:46:04 GMT

Ok, full log attached.

I don't know if this is the usual pattern, this is the first time I've looked at the logs on this router.

The 19th of this month was particularly bad for disconnects. There were around 6 I think that led to a resync.

I am on FTTC

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 19:48:19 GMT

@Dan_the_Van I agree, the 'snippet' could be maintenance - in fact probably is - but I can't see any connection issues in the full log, only devices losing and then - eventually - regaining connection.

Beyond my knowledge, so if you want this one, feel free. 😀

Re: Hub2 connection log

Dan_the_Van — Thu, 27 Mar 2025 19:51:54 GMT

@iwbrock

I see you have another thread running

https://community.plus.net/t5/Everything-else/Any-way-to-see-if-an-engineer-booking-has-happened/td-p/2003213

Have you had an engineer visit yet, as you line does not look very stable to me, (I'm sure @jab1 will agree)

There looks to be a line fault as the sync rate is variable

08:41:33, 26 Mar. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=7.5dB, Up=13.8dB

06:25:57, 26 Mar. DSL Link Up: Down Rate=38695kbps, Up Rate=19999kbps; SNR Margin Down=6.2dB, Up=6.2dB

EDIT: do a search for DSL Link Down in the full log

Re: Hub2 connection log

iwbrock — Thu, 27 Mar 2025 19:52:45 GMT

I had one booked and the case got closed, but no one came to the house and I can see the cabinet and no-one was in it in the allocated window for the visit, so who knows if I actually got an engineer visit, or if they tested the line and there was no active fault at that time.

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 19:56:58 GMT

I do agree, @Dan_the_Van . Mind you, with all the guff on that log, I hadn't got round to checking the DSL - I'll go and have a look.

EDIT - yep there is definitely a line fault somewhere.

Re: Hub2 connection log

Dan_the_Van — Thu, 27 Mar 2025 20:16:33 GMT

@iwbrock

I think you need to speak to plusnet support and say you are not convinced the issue is resolved as the line is not providing a stable connection.

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 20:28:05 GMT

@iwbrock If you are on FTTC, is this with, or without, a phone service?

Re: Hub2 connection log

iwbrock — Thu, 27 Mar 2025 21:19:07 GMT

We dropped the phone option when we re-contracted about a year ago.

Re: Hub2 connection log

jab1 — Thu, 27 Mar 2025 21:21:55 GMT

@iwbrock OK, so that kills one line of enquiry. As @Dan_the_Van says, you need to call Plusnet and ask them to investigate your unstable connection.