topic Re: Plusnet Hub One Flashing Orange Light in Full Fibre

Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Sat, 05 Jan 2019 21:39:53 GMT

Upgraded about 9 months ago to Hub One and all has been fine. Then today all stopped working with an orange flashing light and no other indications. Spoke to technical support who ran through resetting and then manually entering the username and password. No Joy with the comment the router must be damaged... now we're being sent a new router at our cost for the postage.

Is this common for the routers to suddenly fail after 9 months?

What does the orange flashing light indicate as it's not mentioned in any of the guides?

Thanks, Jayne

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Sun, 06 Jan 2019 10:20:47 GMT

Left "faulty" router overnight and it's come back to life. The helpdesk information reads as follows:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ80697093
3. Firmware version:	Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 02:33:13
6. Data rate:	135 / 20944
7. Maximum data rate:	139 / 24482
8. Noise margin:	6.3 / 6.2
9. Line attenuation:	31.1 / 27.8
10. Signal attenuation:	10.3 / 26.6
11. Data sent/received:	23.8 MB / 84.5 MB
12. Broadband username:	****
13. 2.4 GHz Wireless network/SSID:	*****
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	*****
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	*****
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Any advice anyone as to how to stop this happening? If there a firmware update?

Thanks, Jayne

Re: Plusnet Hub One Flashing Orange Light

MasterOfReality — Sun, 06 Jan 2019 10:18:10 GMT

@Jayne_with_a_Y - if flagged this last post to the mods to edit as it contains your username, which shouldn't be put on here for your account safety. You might be able to edit this yourself quicker than a Mod can pick this up.

Do you know what firmware version the router is running? it should say on the home interface page.

Thanks,

MoR

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Sun, 06 Jan 2019 10:23:44 GMT

@MasterOfReality many thanks and I've edited the post

The firmware version is in the post "Software version 4.7.5.1.83.8.237.2.2"

Thanks, Jayne

Re: Plusnet Hub One Flashing Orange Light

RandallFlagg — Sun, 06 Jan 2019 17:15:35 GMT

Hi Jayne,

There is an update. Though it's not specifically designed to resolve the issue you've described I'd definitely recommend updating it as a matter of course - could you keep your router turned on and I'll ask one of my colleagues to roll this out to you?

@bobpullen would you mind pushing an update for this one?

Best wishes

Dave

Re: Plusnet Hub One Flashing Orange Light

daleh43 — Sun, 06 Jan 2019 17:46:34 GMT

@RandallFlagg

does the firmware on hub one not automatically update ? As im on the same firmware as @Jayne_with_a_Y and Youve said it's highly recommended to update

Re: Plusnet Hub One Flashing Orange Light

Mustrum — Sun, 06 Jan 2019 17:47:05 GMT

@MasterOfReality Has it been a long day ? !

From the above table:

3. Firmware version:

Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Sun, 06 Jan 2019 19:48:48 GMT

@RandallFlagg Hi, thanks for helping. The router is normally on 24/7 so should be no problem.

Re: Plusnet Hub One Flashing Orange Light

BD — Mon, 07 Jan 2019 10:55:10 GMT

Hi @jayne_wish_a_Y, I believe we may have over eagerly ruled the cause of your connection issues to be firmware related here as when testing today I can see a line fault looks to be being detected which explains the loss of connection yesterday morning for a long period when you initially got in touch.
I have raised this external looking line fault to our suppliers to investigate and they have given us the estimated response time of 09/01/19 by 23:59 (keeping in mind this can be resolved sooner)
I'd advise then moving forwards to monitor the connection your side over the coming days and if you are still seeing issues come the morning of 10/01/19 please do let us know and we can investigate this further.

Re: Plusnet Hub One Flashing Orange Light

BD — Mon, 07 Jan 2019 10:56:33 GMT

Hi @daleh43, are you having any connection issues at all that could be firmware related? We would explore into any and all issues you're having first before we looked at manually pushing out firmware updates.

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Mon, 07 Jan 2019 11:02:26 GMT

Thanks @BD for letting me know.

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Wed, 09 Jan 2019 21:33:27 GMT

@BD our connect is still extremely slow - the Apple TV is struggling to show BBCi Player programmes for example. I ran a speed test from my laptop connected by wifi to the router with download showing as

Ping 294 ms

Download1.70 Mb/s

Upload0.10 Mb/s

So just a bit pants!

Re: Plusnet Hub One Flashing Orange Light

RandallFlagg — Thu, 10 Jan 2019 13:02:21 GMT

Hi @Jayne_with_a_Y

Thanks for the update - I'm sorry that this is still problematic for you.

I've checked this with our suppliers and its looks as though an external fault may still be apparent.

I'm going to monitor this and ensure that any work that needs to be done is done ASAP to get you up and running again.

I'll provide more info as and when I have it.

Best wishes

Dave

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Fri, 11 Jan 2019 17:21:40 GMT

it's still very slow...

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ80697093
3. Firmware version:	Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 01:31:32
6. Data rate:	147 / 21154
7. Maximum data rate:	151 / 24534
8. Noise margin:	6.2 / 6.1
9. Line attenuation:	31.3 / 27.9
10. Signal attenuation:	10.3 / 26.4
11. Data sent/received:	14.5 MB / 56.0 MB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Any hope of getting the external fault looked at?

@RandallFlagg

@BD

@MasterOfReality

Thanks, Jayne

Re: Plusnet Hub One Flashing Orange Light

RandallFlagg — Fri, 11 Jan 2019 17:29:58 GMT

Hi @Jayne_with_a_Y

I'm dealing with this now as it happens!

I'll come back to you shortly when I've had a chat with our suppliers.

Best wishes

Dave

Re: Plusnet Hub One Flashing Orange Light

RandallFlagg — Fri, 11 Jan 2019 17:45:13 GMT

Hi Jayne,

Thanks for your patience whilst I did some work on this.

I'm having issues submitting this via the normal channels, so I've escalated this to our suppliers as a manual fault - the way that the fault will be dealt with won't change, it just means I get your information and the fault status to the people who need it.

I'll ask my colleagues to keep an eye on this over the weekend, otherwise I'll pick it up on Monday when I'm in at 2pm.

Best wishes

Dave

Re: Plusnet Hub One Flashing Orange Light

RandallFlagg — Tue, 15 Jan 2019 14:39:59 GMT

Hi @Jayne_with_a_Y

Thanks for your patience whilst I liaised with our suppliers on this one.

Just to let you know that an engineer is due to attend the fault today, so I'm expecting progress to be made towards a resolution accordingly.

I'll update you as soon as I know more.

Best wishes

Dave

Re: Plusnet Hub One Flashing Orange Light

Jayne_with_a_Y — Tue, 15 Jan 2019 21:36:08 GMT

@RandallFlagg well today has been and gone and our connection is still largely unusable... any news? Patience now starting to wear a little thin!

Re: Plusnet Hub One Flashing Orange Light

RandallFlagg — Tue, 15 Jan 2019 21:48:41 GMT

Sorry to hear this, Jayne.

I'll ask one of my colleagues on the earlier shift to pick this up for you as a priority in the morning and feed back accordingly.

Thanks

Dave

Re: Plusnet Hub One Flashing Orange Light

Gandalf — Wed, 16 Jan 2019 09:11:24 GMT

I've been chasing this up with our suppliers and I've been advised that an engineer is scheduled to go out today to investigate further. We'll update you when we know more.