topic Re: Issues with router re-setting itself/dropping out multiple times a day in Full Fibre

Issues with router re-setting itself/dropping out multiple times a day

olijones8 — Tue, 01 Feb 2022 12:35:22 GMT

Hi, I joined Plusnet around 9 months ago as a fibre broadband customer. Over the last few months we have been experiencing frequent drop-outs in our router, I would say on average about 1-2 times a day. The last being at around 11:30am on the 1/2/2022, two drop-outs in a row. The router typically turns into an orange light, then takes a minute or so to return to blue. Once it turned to the green light, and took longer to return to blue. I have tried resetting etc, but to no avail. Is anyone able to help?

Re: Issues with router re-setting itself/dropping out multiple times a day

jab1 — Tue, 01 Feb 2022 12:57:29 GMT

@olijones8 Welcome to the forums. Your description of the issues could point to a number of things, but I suggest you read and respond to the suggestions below, which may give us an idea of the issues.

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection. Please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: Issues with router re-setting itself/dropping out multiple times a day

venquessa — Tue, 01 Feb 2022 13:06:30 GMT

I came here to see if anyone else was reporting similar.

I have started to notice drop outs once or twice a day, sometimes only for 30 seconds, sometimes for several minutes.

Same sequence.

"PEER DEAD" on the ppp link

Then several "authentication failure" messages

Then reconnected with a different IP.

I have not raised it as a fault, yet, as I did redo a lot of my home networking, so can't be sure I didn't cause it.

Additional info... the VDSL VCI layer remains established at the modem and has an uptime of weeks. It's the PPP tunnel is collapsing or getting bumped by radius or similar.

Re: Issues with router re-setting itself/dropping out multiple times a day

jab1 — Tue, 01 Feb 2022 13:09:19 GMT

@venquessa Please avoid hijacking other customers topics if possible. Your issue, while possibly sounding similar, probably isn't and it makes it hard when we try to solve problems if we are following two or more unrelated issues. Please start your own topic.

Re: Issues with router re-setting itself/dropping out multiple times a day

venquessa — Tue, 01 Feb 2022 14:00:33 GMT

@jab1

Given that there are dozens of topics with a similar issue recently I figured starting yet another one would not be helpful.

Re: Issues with router re-setting itself/dropping out multiple times a day

jab1 — Tue, 01 Feb 2022 14:06:16 GMT

@venquessa The issues may be similar, but not necessarily the same, and it is hard to answer two posters issues in one topic, hence why 'hijacking', especially in technical topics is discouraged.

Re: Issues with router re-setting itself/dropping out multiple times a day

adam945 — Wed, 02 Feb 2022 10:19:37 GMT

Hello @olijones8

Thanks a lot for reaching out and I'm really sorry to hear that you've been having issues with your connection. I'm going to pop a 30 day visual radius below which does show some disconnections, though they do appear to be brief and for the most part, the line seems okay.

Are you able to send through some router logs which show the router resetting at all?

Re: Issues with router re-setting itself/dropping out multiple times a day

olijones8 — Wed, 02 Feb 2022 19:59:01 GMT

Thanks Adam. Please could you let me know how I access the router logs? We’ve already had 3 drop outs today unfortunately.

Edit: I’ve just found something called ‘event logs’ do I need to redact any of the information for this forum?

Re: Issues with router re-setting itself/dropping out multiple times a day

jab1 — Wed, 02 Feb 2022 21:54:12 GMT

@olijones8 Not necessary - but I suggest that you post both the LAN and WAN lists.

Re: Issues with router re-setting itself/dropping out multiple times a day

Dan_the_Van — Thu, 03 Feb 2022 08:01:38 GMT

@olijones8

It is possible to add a filter to the event log view by searching by catergory. I suggest looking in

WAN - this details the connection (xDSL) up and down messages

System - this details reasons for Hub One restarts

Boot - this details Hub One starts

There is not a LAN catergory, Wire LAN will not be off any help.

If you view 'All' then you need to search for the time the Hub One last restarted/dropped connection and copy those messages, before and after the the time of the error.

Look in Helpdesk to see when the Hub One last started

HTH

Dan.

Re: Issues with router re-setting itself/dropping out multiple times a day

jab1 — Thu, 03 Feb 2022 08:27:53 GMT

@Dan_the_Van Good suggestions, but from what I have seen of the Hub1's Event log, you have two options - One which contains the WAN details, which is the most useful, but has to be selected on the drop-down, and one which lists the blocks/allows operations (the 'LAN'). Never having used a a 'Hub' of any flavour, unfortunately I don't know their limitations.