topic Re: My Plusnet Hub One router reboots daily in My Router

My Plusnet Hub One router reboots daily

mrbrighton — Mon, 20 Sep 2021 16:30:55 GMT

Hello,

My Plusnet Hub One router reboots regularly for no apparent reason - causing us to lose internet connection for 2-5 minutes while it restarts. This currently happens about once/twice a day, which is regular enough to be really annoying.

I've looked in the EventLog under the "WAN" category and I see entries like this being reported while the router is rebooting...

( 727.330000) PPPoE is down after 9 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
( 811.780000) PPPoE is up - Down Rate=39950Kbps, Up Rate=8300Kbps; SNR Margin Down=20.1dB, Up=7.5dB
(132304.190000) PPPoE is down after 2191 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
(132391.370000) PPPoE is up - Down Rate=39950Kbps, Up Rate=512Kbps; SNR Margin Down=11.7dB, Up=6.7dB
(134.490000) PPPoE is up - Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=21.9dB, Up=16.3dB
(10416.290000) PPPoE is down after 171 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
(10502.830000) PPPoE is up - Down Rate=39950Kbps, Up Rate=6046Kbps; SNR Margin Down=21.2dB, Up=7.8dB

Please can somebody advise how I can fix this; do we have a faulty line or is there a problem with the router?

Thanks in advance,

Mike

Re: My Plusnet Hub One router reboots daily

dvorak — Mon, 20 Sep 2021 16:48:38 GMT

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Re: My Plusnet Hub One router reboots daily

TheMightyAJ — Mon, 20 Sep 2021 18:34:56 GMT

Hi @mrbrighton,

I'm sorry to hear that you're experiencing these issues. I've run a test on your line this evening and whilst we can definitely see that the connection is dropping out, we're unable to pinpoint the cause of the fault. If you haven't already had the chance then I'd recommend running through our troubleshooting guide (found here) and setting your router up within the test socket in the the property (another guide here), to see if this resolves the issue. If not, please drop another message onto this thread to let us know and we'll pick this back up for review as soon as possible.

Re: My Plusnet Hub One router reboots daily

mrbrighton — Tue, 21 Sep 2021 10:37:32 GMT

Hello again,

I have run through the steps in the troubleshooting guide (except for step 4 as we don't have microfilters) and the problem is still occurring.

1. Listen to phone's dial tone: I plugged in a corded phone to test it and found the dialtone is clear with no crackling.

2. Make sure all the right wires are plugged in properly: Done. I have also now unplugged the phone so only the router is connected. We do not use the landline phone anyway.

3. Plug your router into the master socket: The router is already plugged into the master socket. We have no extension sockets. See attached for photo of master socket.

4. If you need to use microfilters, make sure they're working: We do not have microfilters. Instead the master socket has a clip-on front panel which I think serves this purpose?

5. Check if you've fixed the problem: The router has rebooted since testing the above. Most recent was at 10:51 today:

10:51:39, 21 Sep.

( 6635.770000) PPPoE is down after 81 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

10:53:07, 21 Sep.

( 6723.340000) PPPoE is up - Down Rate=39950Kbps, Up Rate=6169Kbps; SNR Margin Down=16.3dB, Up=2.5dB

Please can you advise what are the next steps?

Thanks.

Re: My Plusnet Hub One router reboots daily

jab1 — Tue, 21 Sep 2021 11:16:14 GMT

@mrbrighton I note that @TheMightyAJ has already replied here, but from reading the log snippets you have provided, something somewhere is not correct - your SNR figures are all over the place.

I would suggest taking the front section of the Master socket off and plugging the DSL cable straight into the TEST socket (via a filter if you have one) to eliminate issues with the socket itself - these sockets have been known to be temperamental.

Also (just for my interest, really) although it may help, can you post a screenshot of you router Help Desk tab?

Re: My Plusnet Hub One router reboots daily

mrbrighton — Tue, 21 Sep 2021 11:56:51 GMT

Thanks for the suggestion @jab1. I've plugged the DSL cable into the TEST socket using an old ADSL filter I have, as shown in photo attached. I can't see how this could be achieved *without* the filter - because the plug is an RJ11 and won't fit the TEST socket on its own.

@jab1 wrote:

these sockets have been known to be temperamental.

I have noticed that the front section of the master socket doesn't clip on tightly and wobbles.

Re: My Plusnet Hub One router reboots daily

mrbrighton — Tue, 21 Sep 2021 12:01:38 GMT

Hi @jab1

@jab1 wrote:

Also (just for my interest, really) although it may help, can you post a screenshot of you router Help Desk tab?

Please see attached for my router HelpDesk tab.

Thanks,

Mike

Re: My Plusnet Hub One router reboots daily

jab1 — Tue, 21 Sep 2021 12:18:10 GMT

@mrbrighton wrote:

Thanks for the suggestion @jab1. I've plugged the DSL cable into the TEST socket using an old ADSL filter I have, as shown in photo attached. I can't see how this could be achieved *without* the filter - because the plug is an RJ11 and won't fit the TEST socket on its own.

@jab1 wrote:

these sockets have been known to be temperamental.

I have noticed that the front section of the master socket doesn't clip on tightly and wobbles.

Looking at the picture, I can see the 5C unit is screwed into a solid wall, and you say the front plate 'wobbles'. This is a common problem - if the wall is not t totally flat, and the unit is screwed down too tightly, the front plate does not fit correctly and internal connections get flakey.

Not an ideal situation, but I bet if you leave it like that for 48 hours or so there will be no further issues.

Re: My Plusnet Hub One router reboots daily

Dan_the_Van — Tue, 21 Sep 2021 12:31:47 GMT

Hi @mrbrighton

I had the same issue with my NTE5c wobbling, it was caused by the screws used to secure it to the wall socket.

The 5c comes with self tapping screws and I expect these have been used rather than using tapped electrical box screws like these https://www.diy.com/departments/diall-carbon-steel-raised-countersunk-switch-box-screw-l-40mm-pack-of-4/3663602751465_BQ.prd other makes are available!

Hope this helps

Dan.

Re: My Plusnet Hub One router reboots daily

jab1 — Tue, 21 Sep 2021 12:40:36 GMT

@Dan_the_Van - the OP has a problem with the front plate (mk.4) not fitting snug, which has been, in previous problems of this type, shown to be a distorted 5C unit - screwed too tight to an uneven wall.

Re: My Plusnet Hub One router reboots daily

Dan_the_Van — Tue, 21 Sep 2021 12:49:59 GMT

@jab1

I found the self tapping screws did not secure the box tightly and it moved about a bit, the treaded screws fixed the issue for me.

Before I used threaded screws just touching the 5c made the phone line crackly and the line drop no problems since.

5. DSL uptime:	38 days, 23:19:02
6. Data rate:	19999 / 79904
7. Maximum data rate:	27003 / 85380
8. Noise margin:	10.2 / 3.9

Not saying this is @mrbrighton problem but it is something worth checking

Dan

Re: My Plusnet Hub One router reboots daily

RealAleMadrid — Tue, 21 Sep 2021 13:03:58 GMT

@Dan_the_Van The mark 4 faceplate which fits the NTE5c mark 2 master socket does not screw on it has nasty plastic clips, which are not secure. The Mark1 version had screws.

Re: My Plusnet Hub One router reboots daily

Dan_the_Van — Tue, 21 Sep 2021 14:59:47 GMT

@jab1 @RealAleMadrid

So it is perfectly clear I am referring to these screws

The box would NOT be screwed directly to the wall there would be a electrical back box behind it where the incoming phone cable would be presented.

Dan

Re: My Plusnet Hub One router reboots daily

jab1 — Tue, 21 Sep 2021 15:04:57 GMT

Ah, sorry Dan - never even had the faceplate off mine, and wasn't watching the BT guy when he fitted it.

Re: My Plusnet Hub One router reboots daily

Baldrick1 — Tue, 21 Sep 2021 17:54:06 GMT

This topic seems to be getting lost in the noise.

The important thing is @mrbrighton , does plugging in to the Test socket cure your problem?

Re: My Plusnet Hub One router reboots daily

mrbrighton — Fri, 24 Sep 2021 10:34:45 GMT

Hi,

Thanks for everyone's input so far. Sorry I haven't replied sooner but I wanted to monitor the situation for a few days.

@Baldrick1 wrote:

The important thing is @mrbrighton , does plugging in to the Test socket cure your problem?

No it hasn't cured the problem. It seems pretty much the same, i.e. rebooting roughly once every day. See below for most recent "WAN" entries from the event log:

17:23:15, 23 Sep.

(78643.070000) PPPoE is up - Down Rate=39950Kbps, Up Rate=4261Kbps; SNR Margin Down=17.8dB, Up=7.7dB

17:21:46, 23 Sep.

(78554.030000) PPPoE is down after 1306 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

19:34:49, 22 Sep.

( 138.060000) PPPoE is up - Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=22.3dB, Up=18.9dB

	NOTE: There was no "PPPoE is down" message logged
12:05:55, 22 Sep.	( 3906.150000) PPPoE is up - Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=19.3dB, Up=7.0dB

12:04:28, 22 Sep.

( 3820.020000) PPPoE is down after 61 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

11:03:06, 22 Sep.	( 137.700000) PPPoE is up - Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=22.2dB, Up=18.3dB
	NOTE: There was no "PPPoE is down" message logged

12:31:05, 21 Sep.

(12601.120000) PPPoE is up - Down Rate=39950Kbps, Up Rate=8333Kbps; SNR Margin Down=17.6dB, Up=4.1dB

Any suggestions about what to do next would be greatly appreciated!

Re: My Plusnet Hub One router reboots daily

MisterW — Fri, 24 Sep 2021 10:46:13 GMT

The noise margins and speeds on the resynchs are all over the place, particularly the upstream! That's indicative of either a line or an exchange card fault.

Re: My Plusnet Hub One router reboots daily

jab1 — Fri, 24 Sep 2021 12:06:27 GMT

@MisterW Agreed.

@mrbrighton Hows your phone line? - dial 17070, option 2. There should be no noise apart from the regular 'Quiet Line test' message - if there is, report a phone fault first.

Re: My Plusnet Hub One router reboots daily

LaurenB — Fri, 24 Sep 2021 15:29:41 GMT

Hiya @mrbrighton, I am sorry for the issues being experienced with your service and that connecting to the test socket has not resolved these issues.

I have re-tested the line today and a fault is still being detected, so looks like we will need an engineer to investigate this further for you. I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=218217845 if you can please reply on the ticket with the requested information we can get this progressed for you.

Re: My Plusnet Hub One router reboots daily

mrbrighton — Sat, 25 Sep 2021 11:51:41 GMT

Thanks @LaurenB

I've added my availability as a comment on the ticket (because there was no "Reply" option available)