topic Re: Full fiber - Connection /Data flow keeps freezing / pausing in Full Fibre

Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 11:47:26 GMT

Hi Wonder if anyone could help

Data to the fibre connection seems to be freezing intermittently at 5-10 secs at a time. Very evident on teams calls. Other wise speed and connection is fine.

I have check with all devices same issue on other laptop and phones on wifi and Ethernet connection

Just switched to full fibre for 1 month with no issues, just started this week.

I have turned router and fibre box off and on , i have reset the router , with the button and through the portal software ( factory reset) but still same issue.

any ideas?

Thanks

Stevie

Re: Full fiber - Connection /Data flow keeps freezing / pausing

MisterW — Wed, 01 Feb 2023 12:02:54 GMT

Anything noticeable on the ONT leds? a flash of the LOS light for instance ?

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 12:56:06 GMT

No issue with the lights all green with lAN flashing away.. No light on LOS

Re: Full fiber - Connection /Data flow keeps freezing / pausing

MisterW — Wed, 01 Feb 2023 13:03:38 GMT

That's good.

Anything untoward in the router Event log around the time of the freezing ?

I'm assuming you have a PlusNet supplied Hub 2, in which case the Event log is in Advanced, Troubleshooting ( I think! )

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 13:50:51 GMT

I had a look at the log.. To be fair not entirely sure what I should be looking out for.. ( a lot of descriptions and numbers which I don't know what they mean.)

But the freezing seems to happen every 2mins or so... I'll track it a see if anything matches up

Re: Full fiber - Connection /Data flow keeps freezing / pausing

MisterW — Wed, 01 Feb 2023 15:41:02 GMT

I think you can export the log so you can post an extract or possibly a screen capture of the relevant bits and we'll see if anything there jumps out ...

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 16:18:18 GMT

Here a screen shot, it just freezed a few seconds before i took the shot, doesn't seem anything out of the odinary..

Called for Plusnet support , sending an engineer out, but not till next week.

hoping i can fix it by then, or it decides to fix itself

Re: Full fiber - Connection /Data flow keeps freezing / pausing

MisterW — Wed, 01 Feb 2023 16:30:27 GMT

Looks like something caused the router to refresh its ARP cache!

Not sure I like the ARP [del] for the .201 IP , that seems to trigger the refresh , whats on .201 , did it disconnect ?

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 16:44:03 GMT

Sorry MrW

don't really understand what that means.

i might have been reseting the router

Another recent capture just after it dropped out again 16:40

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 16:50:18 GMT

just figured out what .201.. Its a wifi smart switch router..Ill try unplugging it a see if it soves the issue

Re: Full fiber - Connection /Data flow keeps freezing / pausing

MisterW — Wed, 01 Feb 2023 16:54:59 GMT

Its a wifi smart switch router

it's not got a dhcp server active has it ?

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 17:00:53 GMT

not sure?

detail of .201 attached

Re: Full fiber - Connection /Data flow keeps freezing / pausing

MisterW — Wed, 01 Feb 2023 17:11:14 GMT

That doesn't help, you need to check the device itself. If it has router functionality, then it may have the ability to act as a dhcp server. The hub2 is the dhcp server, having two on the same network will give problems

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Wed, 01 Feb 2023 17:16:38 GMT

OK Thanks..

I'll see if it makes a difference if i just unplug it..

Assumed that it wasn't the cause as I have had it since before got fibre in , and it has worked fine the past month.

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Dan_the_Van — Wed, 01 Feb 2023 18:27:10 GMT

@stevieklau

you can export the event log here

Click on Export, this will save a copy as a CSV file to the download folder of you PC. Attach the file to this thread.

A CSV file is more useful as this is the full history of your Hub rather than a snap shot offered by a screen shot..

HTH

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Thu, 02 Feb 2023 08:52:57 GMT

Thanks Dan

I'll know for next time I'm Stuck.

Re: Full fiber - Connection /Data flow keeps freezing / pausing

stevieklau — Thu, 02 Feb 2023 08:57:28 GMT

Just an Update, your advice seemed to do the trick misterW.

I disconnected everything systematically and all seems to be going well again.

Ended up that it might have been an WIFI extender which might have been the issue.

Connecting things up again and seems to be going full tilt again.

so fingers crossed

Thanks for the help