topic New Hub 2 Router in My Router

New Hub 2 Router

MammyBear — Wed, 12 Feb 2025 12:30:35 GMT

I have part fibre & received the Hub 2 router. Just recently the router has started playing up, it has been cutting off & lights flashing amber then reconnecting. This is happening quite a few times in 1 day, it's not just once in a while. Can anyone suggest what the problem might be

Re: New Hub 2 Router

jab1 — Wed, 12 Feb 2025 12:34:36 GMT

@MammyBear Welcome to the forums.

This sounds very much like you are having connection issues. As a first step, I would follow the advice below:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

Re: New Hub 2 Router

MammyBear — Wed, 12 Feb 2025 13:27:19 GMT

Thanks for getting in touch. I don't have a phone line anymore, only the part fibre broadband. I will contact plusnet on the link you provided.

Re: New Hub 2 Router

Marsh — Thu, 13 Feb 2025 15:39:02 GMT

Hey @MammyBear,

I’ve run a test on your line, and no faults were found. Have you tried any troubleshooting steps, such as factory resetting the router or testing the router in the test socket of your master socket?

Re: New Hub 2 Router

jab1 — Thu, 13 Feb 2025 15:41:09 GMT

@Marsh Out of interest, what does the Radius graph look like for this customer?

Re: New Hub 2 Router

Marsh — Thu, 13 Feb 2025 15:44:07 GMT

@jab1, Radius graphs do show around 10 DCN a day

Re: New Hub 2 Router

jab1 — Thu, 13 Feb 2025 15:47:35 GMT

@Marsh In that case, with respect, even if your tests aren't showing any faults, I would suggest there is one(or more), somewhere.

Re: New Hub 2 Router

Marsh — Thu, 13 Feb 2025 15:49:45 GMT

@jab1, True there is an issue somewhere, but we need to run tests inside the property since no faults are being detected outside. Once we’ve ruled out common problems, we can then consider the possibility of the issue being outside.

Re: New Hub 2 Router

MisterW — Thu, 13 Feb 2025 15:51:21 GMT

Have you tried any troubleshooting steps, such as factory resetting the router or testing the router in the test socket of your master socket?

Given that the problem seems to be DSL disconnects ( flashing Orange ) , I'm not sure that a factory reset will do much but a test from the test socket is a good idea, preferably looking at the router stats before and after.

Re: New Hub 2 Router

jab1 — Thu, 13 Feb 2025 15:53:30 GMT

'Fair enough @Marsh - I only asked about the Radius log as it used to be a useful indicator, but as the OP appears to have gone quiet, this will probably end up as another 'unsolved' issue - on here, at least.

Re: New Hub 2 Router

MammyBear — Thu, 13 Feb 2025 16:53:59 GMT

Since contacting plusnet via text & them doing they're thing at their end, as yet my router has been stable. Fingers crossed this has resolved the issue.

Re: New Hub 2 Router

jab1 — Thu, 13 Feb 2025 16:57:20 GMT

Thanks for the update.

Re: New Hub 2 Router

MammyBear — Thu, 13 Feb 2025 17:00:22 GMT

You've lost me now with Radius Logs etc. I'm hopeful that the problem is resolved now. If it continues I have the option to contact again.
Thank you everyone for your responses

Re: New Hub 2 Router

jab1 — Thu, 13 Feb 2025 17:05:19 GMT

Don't worry about those logs, @MammyBear , they are merely a visual presentation of how your connection is behaving, which were/are useful to those of us who try to help around here.

Re: New Hub 2 Router

Townman — Sat, 15 Feb 2025 14:23:21 GMT

@MammyBear wrote:
Since contacting plusnet via text & them doing they're thing at their end, as yet my router has been stable. Fingers crossed this has resolved the issue.

That sounds most ominous - in fact it sounds like the line might have been capped (slowed down) to attain greater stability.

Without the before and after router stats it is not possible to confirm nor deny what might have been done here.

Sometimes the "issue in the user environment" is (other) marginally defective electrical equipment.

Re: New Hub 2 Router

jab1 — Sat, 15 Feb 2025 14:22:12 GMT

Without sight of those details, @Townman , I think we're going into the realms of guessing. I could have asked for more detail in my original response, but, with respect to the OP, I kind of decided against asking the questions I used to, and directed them to the 'correct' route, which is going to be my standard response in future. From what I have observed, this appears to have some kind of 'resolution', but as they never (or rarely) come back with details, we have no proof/evidence of what is done.