topic Re: Network/Hub Keeps Disconnecting in Broadband

Network/Hub Keeps Disconnecting

dom_trig — Sat, 19 Jul 2025 12:55:27 GMT

Hi All,
Been a Plusnet customer for many years, recently renewed contract to allow speeds to be upped a little bit. There was a fault on the line which was sorted next day bu plusnet which was great. The problem i have noticed now is that the hub/router disconnects randomly a few times a day. Logging onto the router after it happens shows that the network went down and then back up again. Not a massive issue but annoying when working from home when cuts out mid meeting etc. Anybody have any ideas? Used a tp link modem/router previously but swapped out with the hub2 as the tp link was probably over 5 years old.

Re: Network/Hub Keeps Disconnecting

jab1 — Sat, 19 Jul 2025 13:02:31 GMT

@dom_trig When it 'cuts out', does the Hub light change colour?

Re: Network/Hub Keeps Disconnecting

dom_trig — Sat, 19 Jul 2025 13:05:08 GMT

It does, goes to orange then goes back to blue after a minute or so once its reconnected. Also get a message on the firestick when watching saying hub has disconnected then goes away once it has reconnected

Re: Network/Hub Keeps Disconnecting

jab1 — Sat, 19 Jul 2025 13:10:49 GMT

Assuming you are on an FTTC connection, report a fault via : https://www.plus.net/help/report-a-problem/

Re: Network/Hub Keeps Disconnecting

dom_trig — Sat, 19 Jul 2025 13:15:41 GMT

I am and will do. Will try to remember to post any outcome

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 07:26:36 GMT

Hi,

Went through all the plusnet diagnostics, there was a fault on the line which sorted speed. Still getting the random network disconnections. Tried resetting router, no change. Spoke to plusnet again who reset everything at their end and still no change. Could this be a hardware problem?

Re: Network/Hub Keeps Disconnecting

jab1 — Tue, 21 Oct 2025 07:43:20 GMT

@dom_trig Can you please export the Hub event log and attach the resulting .csv output to a post?

Re: Network/Hub Keeps Disconnecting

Townman — Tue, 21 Oct 2025 07:47:57 GMT

It could still be a line fault. Rerun the faults bot.

EDIT: also what is the manifestation of the “disconnection”? Router lights going orange or a spurious message on a computer reporting no internet connection?

Only orange lights are a genuine disconnection event.

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 07:46:46 GMT

Will do when i get back home tonight @jab1

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 07:47:30 GMT

Hi Townman, ive tried that a couple of times since my last post and the bot returns a line working fine response.

Re: Network/Hub Keeps Disconnecting

Townman — Tue, 21 Oct 2025 07:54:04 GMT

Please see my edit.

Also there are circumstances where the broadband fault bot passes, but the phone bot fails. They perform different tests in respect of the copper circuit. How the phone grade test works if at all on a SoGEA service is not known to me.

These are the value add discernments the Plusnet support staff ( @Marsh and @Windings ) brought to this space which are not available to / from the new triage team.

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 08:15:06 GMT

Hi Townman,

Yes, orange light so appears to be a genuine disconnection. When i log on straight after an event, network uptime has reset. Although it looks like the incoming connection doesn't falter.

Ill drop the hub logs on this evening, might explain it better.

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 16:22:18 GMT

@jab1 . csv file attached

Re: Network/Hub Keeps Disconnecting

jab1 — Tue, 21 Oct 2025 16:32:55 GMT

Thanks for that. Just to confirm something for me, can you attach your 'technical log' to your next post, obscuring your username, please.

I suspect you will have to run the faults bot in an attempt to get PN to check this.

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 16:46:37 GMT

anything else i need to obscure or just username?

Re: Network/Hub Keeps Disconnecting

jab1 — Tue, 21 Oct 2025 16:51:36 GMT

Just the username field in total.

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 16:54:31 GMT

attached

Re: Network/Hub Keeps Disconnecting

jab1 — Tue, 21 Oct 2025 16:59:45 GMT

I suggest you run the faults bot - you have a bit of 'headroom' as your line attenuation (distance from the green cab) is short, but you shouldn't be having so many DSL drops.

Re: Network/Hub Keeps Disconnecting

dom_trig — Tue, 21 Oct 2025 17:02:01 GMT

ill see what they say. thanks for your help so far

Re: Network/Hub Keeps Disconnecting

Townman — Tue, 21 Oct 2025 17:23:35 GMT

There are a couple of observations here...

When was this contract last renewed? This is clearly a 40/10 provision and for a good while, services are supposed to be on a fast as you can go profile ... which is much fast than the 40/10 reported
Given that you have so much SNRM head room, frequent disconnections would seem to point conclusively to an issue with the d-side circuit

If you have had a lot of such issues, then a d-side lift and shift might be appropriate. I thing this needs staff escalation.