topic Re: Plusnet Hub 2 ADSL no internet in Broadband

Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 19:17:40 GMT

Hi,

I am trying to debug a failed connection on a Hub2 ADSL line.

The current situation is that the router is stuck on solid orange and the log is looping round these entries.

Time and date Message
04:49:25, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:49:22, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:49:22, 01 Oct. PPP: LCP down
04:48:22, 01 Oct. PPP CHAP Receive Challenge
04:48:22, 01 Oct. PPP: LCP up
04:48:22, 01 Oct. PPP LCP Receive Configuration ACK
04:48:22, 01 Oct. PPP LCP Send Configuration Request
04:48:19, 01 Oct. PPP LCP Send Configuration ACK
04:48:19, 01 Oct. PPP LCP Receive Configuration Request
04:48:19, 01 Oct. PPP LCP Send Configuration Request
04:47:46, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:47:43, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:47:43, 01 Oct. PPP: LCP down

This is after a couple of hours on the phone to Plusnet support. Before the call I had a blue light and a valid external IP etc. but the router failed to sync NTP and no device could connect externally. One of the support actions was to reset something and that is what got to this state. They are sending another router but this will be the third replacement so not 100% confident it will fix the problem.

Router has been factory reset today (had to manually set id after that). Support could see there was a connection but could not access the router. Openreach have replaced the master socket and done some work on the line but that seems not to be the issue. All was working yesterday and line work was 2 weeks ago.

If anyone has any suggestions for what might be wrong then I would really appreciate it. This is my mother in law's line and we are only here for the weekend so swapping the router will be difficult.

I should say that support were really helpful today but just seemed to run out of solutions apart from another router swap.

Sorry for the long dump of problems but trying give as much info as possible.

Thanks,

Pete

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 19:47:13 GMT

Are you using any Apple devices (iPhone, iPad, etc) to connect to the internet via this Hub2 ?

Re: Plusnet Hub 2 ADSL no internet

jab1 — Sat, 29 Mar 2025 19:51:24 GMT

@stockfast In addition to answering @outcast 's question, could export the FULL error log and attach it to a post - amazing what it can tell those who can read it.

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 20:02:40 GMT

@stockfast can you put your MIL's phone number in to this - https://www.broadbandchecker.btwholesale.com/#/ADSL

Take a screenshot from "Featured Products" down to the bottom of the page (being careful not to include the phone number or address at the top of the screen). Then post here the screenshot image file using the 'Insert Photos' button above the forum edit window.

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 20:18:46 GMT

@stockfast wrote:

Plusnet ... are sending another router but this will be the third replacement so not 100% confident it will fix the problem.

@stockfast

In my opinion the Hub2 isn't fit for purpose on an ADSL connection - so more of the same from Plusnet won't help.

Does your MIL happen to have another router ?, perhaps the older Plusnet Hub1 ? (the old one is better on ADSL)

Re: Plusnet Hub 2 ADSL no internet

jab1 — Sat, 29 Mar 2025 20:23:40 GMT

I don't see why not, @outcast . Will be interesting to see the full error log, as that snippet suggests to me there is an external fault - although I don't recall ever seeing that actual response before.

Re: Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 20:25:04 GMT

Thanks outcast & jab1,

My partner has an iPhone and a macbook which probably connected automatically when we arrived.

Log attached.

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 20:29:18 GMT

I'll let @jab1 trawl through the log file.

@stockfast wrote:

My partner has an iPhone and a macbook which probably connected automatically when we arrived.

So did the broadband 'break' during your visit, or was it playing up previously ?

Re: Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 20:29:35 GMT

@outcast The original router was a Hub1 (I think). That is when the first problem surfaced. I think I have some old routers at home but none here to test with. Plus support actually asked me that as well.

Is there a particular problem with apple devices?

Cheers,

Pete

Re: Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 20:33:58 GMT

In this case it broke about 12 hours after we arrived. It has broken at other times. MIL is not very techie so hard to get exact times of problems. The logs should show when it failed to connect to NTP which is what I have been looking at.

Other family members have also seen problems when visiting. I think they all have some apple devices.

Cheers,

Pete

Re: Plusnet Hub 2 ADSL no internet

bmc — Sat, 29 Mar 2025 20:37:51 GMT

@stockfast

Are you sure you're on ADSL? The screenshot suggests VDSL (FTTC) is available.

Brian

Re: Plusnet Hub 2 ADSL no internet

jab1 — Sat, 29 Mar 2025 20:40:15 GMT

@bmc It is definitely an ADSL connection - see the 'Observed speeds' field.

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 20:40:19 GMT

@bmc the screenshot also shows the "Observed Speeds" for ADSL

Re: Plusnet Hub 2 ADSL no internet

jab1 — Sat, 29 Mar 2025 20:41:42 GMT

@stockfast What device(s) does your M-I-L use?

Re: Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 20:43:20 GMT

As far as I know it is. This is what Plusnet shows.

Re: Plusnet Hub 2 ADSL no internet

jab1 — Sat, 29 Mar 2025 20:44:57 GMT

Yep - definitely ADSL - on a longish copper.

Re: Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 20:45:14 GMT

She has a Winndows PC wired in (via powerline) and a laptop which is switched on every now and then. Also a printer that connect via wifi.

Re: Plusnet Hub 2 ADSL no internet

stockfast — Sat, 29 Mar 2025 20:46:41 GMT

Since Openreach did the line the upload speeds have increased dramatically. The physical line seems pretty good now.

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 20:55:06 GMT

@stockfast wrote:

Is there a particular problem with apple devices?

I have noticed that there can be a 'perfect storm' when using iPhones with Hub2 on ADSL connections.

ADSL has very low 'upload' bandwidth, and the upload path capacity is easily overwhelmed with modern usage patterns.

The Hub2 has always been particularly poor at managing 'upload' buffer management, and apparently crashes when the rate of uploaded data exceeds it's ability to buffer the data needing to be sent from the modem.

Apple iPhones, are optimised to maximise the WiFi available bandwidth (more than say Android phones), and are capable of overwhelming the upload capacity of the Hub2 (on ADSL), causing the Hub2 to show the symptoms of crashing.

iPhones also have a tendency to randomly do iCloud backups with the near immediate consequence of the Hub2 failing.

Re: Plusnet Hub 2 ADSL no internet

outcast — Sat, 29 Mar 2025 20:52:54 GMT

@stockfast does your MIL still use the old analogue PSTN landline telephone ?