topic Re: Help - disconnected and can’t reconnect in Full Fibre

Help - disconnected and can’t reconnect

Crafteelady — Tue, 04 Jan 2022 18:59:07 GMT

Help please. Over the last few weeks I’ve had lots of random disconnections of internet, despite Openreach supposedly fixing an issue in the road. Tonight it disconnected for about half an hour and although my router is now showing connected again, all of my devices - Tv, Alexa, phone, iPad are all showing as disconnected and when I try to connect it comes up with the Plusnet Hub Manager and says I have over 100 sessions open so it cannot connect?!? What does this mean and how can I fix it please? I work from home and need access to my work via the internet. I texted to the ‘help’ number which said I need an engineer visit but no appointment details sent

Re: Help - disconnected and can’t reconnect

BrightonRock — Tue, 04 Jan 2022 19:23:43 GMT

From what you have posted, it looks as if the Hub has become confused. I don't know what is happening, or why, but have you tried turning off the Hub, leaving it for 30 seconds, and turning it back on again?

Re: Help - disconnected and can’t reconnect

Crafteelady — Tue, 04 Jan 2022 19:27:21 GMT

Hi, thanks for the reply, yes I’ve tried that a couple of times and still the same message re over 100 sessions open.

Re: Help - disconnected and can’t reconnect

Townman — Tue, 04 Jan 2022 22:37:56 GMT

“ when I try to connect it comes up with the Plusnet Hub Manager and says I have over 100 sessions open so it cannot connect”

Try to connect what to what how?

What “it” comes up with the hub manager?

What says what has 100 connections?

What is in the router log?

What colour lights are showing on the router?

Re: Help - disconnected and can’t reconnect

Crafteelady — Tue, 04 Jan 2022 23:06:12 GMT

When I try to connect any of my devices (iPhone, IPad, Tv), the Plusnet Hub manager comes up with the login page - I don’t know how to add an attachment here else I would show you a screenshot. My router has a blue light now after being orange/red for almost an hour earlier. It seems to be connecting but none of my devices will connect to the router now. I cannot get to the router log as the Plusnet manager is stuck on the ‘over 100 sessions open’ screen.
If it sounds like I don’t know what I’m doing, it’s because I don’t…

Re: Help - disconnected and can’t reconnect

Townman — Wed, 05 Jan 2022 06:55:02 GMT

It’s not so much you not knowing what you are doing, it’s more understanding what you are saying is happening because it does not fit a scenario I recognise.

Taking a long time to get a blue light up suggests a line problem, but otherwise suggests the router is connected to the internet successfully. However connected devices being routed to the hub manager page suggests the opposite. The 100 connections message is not one I’ve heard of (which is not to say it does not exist!).

I’m at a loss to advise further. Do you have another router?

Re: Help - disconnected and can’t reconnect

Dan_the_Van — Wed, 05 Jan 2022 07:52:03 GMT

@Townman

Could it be this issue and fix?

https://community.plus.net/t5/My-Router/SOLVED-No-more-than-100-sessions-allowed/td-p/1592634

It's not clear but may be necessary to login via a wired connection.

Dan.

Re: Help - disconnected and can’t reconnect

Townman — Wed, 05 Jan 2022 08:24:12 GMT

That’s a good spot Dan … though somewhat confusing as the description / resolution suggests that the credentials for the PPP session are invalid … which ought to preclude a blue light status.

It also infers that the router has lost its valid credentials. One is tempted to suggest a factory reset here but I’d defer to the origination that solution @Gandalf less doing so muddies the waters.

Re: Help - disconnected and can’t reconnect

Crafteelady — Wed, 05 Jan 2022 08:54:27 GMT

Thanks Dan this looks useful. This morning the router is back to orange so I’ve turned it off and will try this suggestion in a couple of hours.

Re: Help - disconnected and can’t reconnect

Townman — Wed, 05 Jan 2022 09:02:41 GMT

Orange fits with the credentials being invalid.

Re: Help - disconnected and can’t reconnect

TheMightyAJ — Wed, 05 Jan 2022 10:39:52 GMT

Hey @Crafteelady,

Have you had a chance to give Dan's suggestion a go yet?

Re: Help - disconnected and can’t reconnect

Crafteelady — Wed, 05 Jan 2022 10:49:47 GMT

Yes but it didn’t work - I changed the Plusnet password yesterday and I’m putting that in but it won’t connect. The router light is blue again now but when I look in the hub manager it shows my name as setup@plusdslnet. I’m not at all techie, I have no idea what’s going on (or why it’s just suddenly decided to do this) and I’m worried that all my trying to fix it is making it worse. I’ve raised a help call via text, waiting for an advisor to call back

Re: Help - disconnected and can’t reconnect

Crafteelady — Wed, 05 Jan 2022 11:06:55 GMT

I got a callback within 10 mins of logging it via text and the very helpful guy at the other end did some resetting in the background and now everything appears to be back to normal 😁 Thanks for your help everyone

Re: Help - disconnected and can’t reconnect

TheMightyAJ — Wed, 05 Jan 2022 15:21:35 GMT

I'm really glad to hear that's the case! Now this has been sorted it shouldn't happen again anytime soon, but if there are ever any issues then just give us a shout and we'll be more than happy to help out