topic Re: Router keeps resetting - irritating in Full Fibre

Router keeps resetting - irritating

levets — Wed, 01 Dec 2021 16:05:09 GMT

Hi, for the past 10 days or so my router (hub one) keeps dropping off. Last night whilst watching the football on Amazon Prime it did this over a dozen times during the match. I reckon I missed an hour of the match. This is so irritating. Is this a sign that my router is on the way out, or is it a problem with the Plusnet signal? I hope it’s not the same tonight as my team are playing! Anybody else experiencing this? Location North Manchester

Re: Router keeps resetting - irritating

jab1 — Wed, 01 Dec 2021 16:09:18 GMT

Welcome to the forums, @levets . When you say 'dropping off', what exactly do you mean? Are you able to post a screenshot of your Hubs Help Desk page and one of the WAN tab of your Event log, please?

Re: Router keeps resetting - irritating

levets — Wed, 01 Dec 2021 17:41:12 GMT

Hi, I’m not able to do any of that due to a severe disability.
What I mean is the lights on my hub keeps changing from blue to ‘flashing Orange’… then steady Orange, before returning to blue…. (Of course I lose my connection when this happens). Then it repeats five minutes later.

Thankfully it hasn’t happened this evening… yet!

Re: Router keeps resetting - irritating

levets — Wed, 01 Dec 2021 17:46:07 GMT

Hi John,

how do I find the hub help desk page & the WAN tab of event log?

thanks

Re: Router keeps resetting - irritating

jab1 — Wed, 01 Dec 2021 17:46:50 GMT

OK, it was only idea as it is the only way fellow Community members can attempt to assist - we do not have any other way of assessing the situation. Hopefully, one of the Plusnet Help Team will pick this up and check from their end.

From your description, it sounds as though there is a problem somewhere in the Network, but only PN will be able to assist - sorry.

Re: Router keeps resetting - irritating

jab1 — Wed, 01 Dec 2021 17:57:39 GMT

To find those two items, log into the hub by typing 192.168.1.254 into the Address bar of your browser, and then follow instructions - sorry I have never used a Plusnet Hub, so don't know the full procedure. Once logged in, click the 'Troubleshooting' tab - highlighted in the picture below, then the Helpdesk tab, which will open the required window. When you have copied that page, click the Event log tab next to it, which should give you the option of 'LAN' or 'WAN', select the WAN tab and then copy that.

Any other questions, feel free to ask.

Re: Router keeps resetting - irritating

levets — Wed, 01 Dec 2021 18:43:52 GMT

Hi, hopefully I’ve done this correctly.

Re: Router keeps resetting - irritating

levets — Wed, 01 Dec 2021 18:45:07 GMT

Recorded events

Time and date

Message

22:03:53, 30 Nov.

( 4067.730000) PPP IPCP Receive Configuration Request

22:03:53, 30 Nov.

( 4067.730000) PPP IPCP Send Configuration Request

22:03:52, 30 Nov.

( 4066.430000) PPPoE is up - Down Rate=47388Kbps, Up Rate=14999Kbps; SNR Margin Down=-3.2dB, Up=14.9dB

22:03:52, 30 Nov.

( 4066.420000) CHAP authentication successful

22:03:52, 30 Nov.

( 4066.390000) CHAP Receive Challenge

22:03:52, 30 Nov.

( 4066.390000) Starting CHAP authentication with peer

22:03:52, 30 Nov.

( 4066.380000) PPP LCP Receive Configuration ACK

22:03:52, 30 Nov.

( 4066.380000) PPP LCP Send Configuration Request

22:03:52, 30 Nov.

( 4066.370000) PPP LCP Receive Configuration Reject

22:03:52, 30 Nov.

( 4066.370000) PPP LCP Send Configuration ACK

22:03:52, 30 Nov.

( 4066.370000) PPP LCP Receive Configuration Request

22:03:52, 30 Nov.

( 4066.370000) PPP LCP Send Configuration Request

22:03:01, 30 Nov.

( 4015.780000) PTM over DSL is up

22:02:26, 30 Nov.

( 3980.780000) PTM over DSL is down after 0 minutes uptime

22:02:12, 30 Nov.

( 3966.400000) PTM over DSL is up

22:01:36, 30 Nov.

( 3930.960000) PTM over DSL is down after 2 minutes uptime

22:01:36, 30 Nov.

( 3930.950000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

22:01:33, 30 Nov.

( 3927.560000) PPP LCP Send Termination Request [User request]

22:00:17, 30 Nov.

( 3851.520000) WAN operating mode is VDSL

22:00:17, 30 Nov.

( 3851.520000) Last WAN operating mode was VDSL

22:00:15, 30 Nov.

( 3849.860000) PPP IPCP Receive Configuration ACK

22:00:15, 30 Nov.

( 3849.860000) PPP IPCP Send Configuration Request

22:00:15, 30 Nov.

( 3849.850000) PPP IPCP Receive Configuration NAK

22:00:15, 30 Nov.

( 3849.840000) PPP IPCP Send Configuration ACK

22:00:15, 30 Nov.

( 3849.840000) PPP IPCP Receive Configuration Request

22:00:15, 30 Nov.

( 3849.840000) PPP IPCP Send Configuration Request

22:00:14, 30 Nov.

( 3848.450000) PPPoE is up - Down Rate=63733Kbps, Up Rate=14999Kbps; SNR Margin Down=10.2dB, Up=16.7dB

22:00:14, 30 Nov.

( 3848.430000) CHAP authentication successful

22:00:14, 30 Nov.

( 3848.380000) CHAP Receive Challenge

22:00:14, 30 Nov.

( 3848.380000) Starting CHAP authentication with peer

22:00:14, 30 Nov.

( 3848.370000) PPP LCP Receive Configuration ACK

22:00:14, 30 Nov.

( 3848.370000) PPP LCP Send Configuration Request

22:00:14, 30 Nov.

( 3848.360000) PPP LCP Receive Configuration Reject

22:00:14, 30 Nov.

( 3848.360000) PPP LCP Send Configuration ACK

22:00:14, 30 Nov.

( 3848.360000) PPP LCP Receive Configuration Request

22:00:14, 30 Nov.

( 3848.360000) PPP LCP Send Configuration Request

21:59:24, 30 Nov.

( 3798.280000) PTM over DSL is up

21:58:48, 30 Nov.

( 3762.690000) PTM over DSL is down after 17 minutes uptime

21:58:48, 30 Nov.

( 3762.690000) PPPoE is down after 16 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

21:58:45, 30 Nov.

( 3759.590000) PPP LCP Send Termination Request [User request]

21:41:50, 30 Nov.

( 2744.320000) WAN operating mode is VDSL

21:41:50, 30 Nov.

( 2744.320000) Last WAN operating mode was VDSL

21:41:48, 30 Nov.

( 2742.800000) PPP IPCP Receive Configuration ACK

21:41:48, 30 Nov.

( 2742.790000) PPP IPCP Send Configuration Request

21:41:48, 30 Nov.

( 2742.780000) PPP IPCP Receive Configuration NAK

21:41:48, 30 Nov.

( 2742.770000) PPP IPCP Send Configuration ACK

21:41:48, 30 Nov.

( 2742.760000) PPP IPCP Receive Configuration Request

21:41:48, 30 Nov.

( 2742.750000) PPP IPCP Send Configuration Request

21:41:47, 30 Nov.

( 2741.440000) PPPoE is up - Down Rate=28342Kbps, Up Rate=14999Kbps; SNR Margin Down=10.2dB, Up=-2.7dB

21:41:47, 30 Nov.

( 2741.420000) CHAP authentication successful

21:41:47, 30 Nov.

( 2741.390000) CHAP Receive Challenge

21:41:47, 30 Nov.

( 2741.390000) Starting CHAP authentication with peer

21:41:47, 30 Nov.

( 2741.390000) PPP LCP Receive Configuration ACK

21:41:47, 30 Nov.

( 2741.380000) PPP LCP Send Configuration Request

21:41:47, 30 Nov.

( 2741.380000) PPP LCP Receive Configuration Reject

21:41:47, 30 Nov.

( 2741.380000) PPP LCP Send Configuration ACK

21:41:47, 30 Nov.

( 2741.370000) PPP LCP Receive Configuration Request

19:45:57, 20 Aug.

<<<<<<<<<<<<<<<<<<<< Limit of wan log >>>>>>>>>>>>>>>>>>>>


	Previous

Re: Router keeps resetting - irritating

jab1 — Wed, 01 Dec 2021 18:58:38 GMT

Yes, both pictures are useful, thanks. The Help Desk indicates you have only been connected in this session for about 19 hours, and the event log, which looks a bit strange, but is helpful indicates you have been losing connection and reconnecting - at least a couple of times late last night. I suspect there is more disruption, but obviously can only see what you have been able to provide.

From that, I'm sorry to say there is little I can usefully advise - I'm not PN staff, but hopefully one of the Help Team will pick this up soon and (hint to HT staff 😉) provide a Radius log and GEA test to show the issues.

Re: Router keeps resetting - irritating

Gandalf — Wed, 01 Dec 2021 21:46:48 GMT

Thanks for your post @levets and welcome to our Community Forums.

I'm really sorry to see you're having a lot of issues with your connection and you've struggled to watch the football online last night. Looks so far so good tonight, but testing your line is showing a fault which can cause intermittent problems, so we'd need to arrange an Openreach engineer visit to investigate further and resolve.

Could you reply to the support ticket I've raised on your account Here with when you'll be available for a visit?

If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

Re: Router keeps resetting - irritating

levets — Wed, 01 Dec 2021 23:39:11 GMT

Hi,

thanks for your assistance.

I have responded to your email

Re: Router keeps resetting - irritating

TheMightyAJ — Thu, 02 Dec 2021 11:47:37 GMT

Thanks for confirming that @levets. I can see that our Faults Team have already picked this back up and booked an engineer appointment in. Please let us know how the visit goes and we'll be happy to help out should any issues persist afterwards.

Re: Router keeps resetting - irritating

levets — Thu, 02 Dec 2021 11:49:34 GMT

Hi, will do.

Thanks to everybody for their assistance and advice. Much appreciated

Re: Router keeps resetting - irritating

TheMightyAJ — Thu, 02 Dec 2021 14:37:31 GMT

Thanks @levets, hopefully this one will be sorted soon

Re: Router keeps resetting - irritating

levets — Fri, 03 Dec 2021 17:29:25 GMT

The engineer has been today. He said there was a problem with the PCP? (Green Box).

His testing indicated I’d had issues since 19/11.

He retested and said it seems fine, however it just now started doing the same. I’m just hoping this is the ‘system’ resetting? I’ll wait and see before signing off this job.

Thanks

Re: Router keeps resetting - irritating

RealAleMadrid — Fri, 03 Dec 2021 18:55:13 GMT

@levets Maybe I'm a bit of a cynic but I have a feeling that the "engineer" did not know what the problem was and did not do anything to fix it.☹️

Re: Router keeps resetting - irritating

levets — Fri, 03 Dec 2021 20:18:11 GMT

Oh no, don’t say that. I wonder if Plusnet Help can run another test to confirm the issue is resolved?

Re: Router keeps resetting - irritating

adam945 — Mon, 06 Dec 2021 10:10:05 GMT

Good morning @levets

Are you still having issues with your broadband service? A visual radius on our side appears to show a stable connection. Let me know and I'll be happy to follow up.

Re: Router keeps resetting - irritating

levets — Mon, 06 Dec 2021 10:39:29 GMT

Good morning.

all seems fine now thanks 👍

Re: Router keeps resetting - irritating

adam945 — Mon, 06 Dec 2021 13:17:54 GMT

Great stuff @levets

Give us a shout if you need any further support with your service at all.