topic Re: Keeps dropping out? in My Router

Keeps dropping out?

Surfer — Tue, 28 Jan 2025 09:08:44 GMT

I am not sure if it is the router or the system. On Saturday evening at about 10pm the signal dropped out, came back on dropped out again etc. The router light went red, then blue, then red etc. Done the same thing again this morning.

The next day I mentioned this to our daughter and although they live in the next village just over 4 miles away, they had a similar issue. They are also with Plusnet with the same router. This seems to indicate that there is not an issue with the router, but not being technically savvy I am a bit lost.

Any suggestions.

Re: Keeps dropping out?

jab1 — Tue, 28 Jan 2025 10:08:55 GMT

@Surfer Are you still having problems? What is your area/dialling code - I'll have a look and see if there are any issues reported.

Re: Keeps dropping out?

Surfer — Tue, 28 Jan 2025 10:31:39 GMT

Thanks.

Re: Keeps dropping out?

jab1 — Tue, 28 Jan 2025 10:25:20 GMT

Sorry - I meant your telephone dialling code.

Re: Keeps dropping out?

Surfer — Tue, 28 Jan 2025 10:31:11 GMT

01886

Re: Keeps dropping out?

jab1 — Tue, 28 Jan 2025 10:37:01 GMT

Thanks, @Surfer . Just checked the 'official' Openreach database of faults, but it looks like that is another service they have 'helpfully' retired.

If you continue to have problems, I suggest you contact PN by phone and see if they are aware of any issues.

Re: Keeps dropping out?

MisterW — Tue, 28 Jan 2025 11:28:55 GMT

The Zen broadband status still shows Openreach data https://status.zen.co.uk/broadband/outages.aspx?number=0188

That doesnt show any previous maintenance but does show some planned for 29/01

Re: Keeps dropping out?

jab1 — Tue, 28 Jan 2025 11:31:34 GMT

@MisterW That link used to show current known outages - it doesn't now, and I can't believe there aren't any.

Re: Keeps dropping out?

Dan_the_Van — Tue, 28 Jan 2025 11:54:42 GMT

@Surfer

The router light went red, then blue, then red etc.

Are you both using a Hub two? the Hubs Two light red and orange can look similar

Orange - Your hub is working but isn't connected to the Internet

Red - There's a problem somewhere

During a failure it might be worth following the instructions here :- https://www.plus.net/help/report-a-problem/

Re: Keeps dropping out?

Tina11192 — Thu, 30 Jan 2025 14:34:30 GMT

Hi @Surfer thank you for taking my call this afternoon.

As discussed, no faults are being detected on the line and although it seems that the issue seems to have somewhat dissipated, I will keep monitoring the situation on my end.

Re: Keeps dropping out?

Surfer — Sun, 23 Feb 2025 09:43:37 GMT

The dropping out issue has come back with a vengeance. During the past week it has been dropping out for about 5 minutes and then on again and then worked okay. However last night at about 6pm it went down again and stayed down for quite awhile. All we got was either Orange flashing light or it would become solid Orange. Came back on for about 2 minutes and then down again. Altogether we were without Internet connection for well over half an hour.

I switched off the router, left it for about 10 minutes and switched it back on. Took ages for the blue light to appear and then went down again. The biggest issue is that the VOIP also fails and due to very poor mobile signal in our area, we do not have any means of communicating with anyone else unless we walk or drive up the road. Obviously no TV either. This morning again it dropped out for about 5 minutes before coming back on.

It is getting quite annoying now and not sure of the box is faulty or whether the connection to the street box or our box is faulty? The issue really needs to be sorted out permanently as we cannot be without a connection to emergency services etc.

Re: Keeps dropping out?

jab1 — Sun, 23 Feb 2025 09:53:06 GMT

Which router are you using?

Re: Keeps dropping out?

Surfer — Sun, 23 Feb 2025 10:24:20 GMT

The router supplied by Plusnet. Cream in colour. I don't think it is even a year old?

Re: Keeps dropping out?

jab1 — Sun, 23 Feb 2025 10:28:40 GMT

I suspect it is therefore a Hub2, as shown here: https://www.plus.net/help/broadband/router-information/ . Can you please confirm?

Re: Keeps dropping out?

Surfer — Sun, 23 Feb 2025 11:26:20 GMT

Yep it is the Hub 2.

Re: Keeps dropping out?

jab1 — Sun, 23 Feb 2025 11:42:16 GMT

OK. In that case, can you navigate to the page in the screenshot below, click the 'Export' button, and attach the result to a post, please?

Re: Keeps dropping out?

Surfer — Sun, 23 Feb 2025 13:04:06 GMT

Thanks. Attached is the event log.

Re: Keeps dropping out?

jab1 — Sun, 23 Feb 2025 13:11:08 GMT

From that log, it is evident that you are losing DSL connection at an unacceptable frequency. Report the fault again,

@Tina11192 - can you please revisit this subject?

Re: Keeps dropping out?

Surfer — Sun, 23 Feb 2025 13:22:37 GMT

Thanks for the update as it is getting very frustrating. Don't need this sort of stress at our age. Just to check I also disconnected the VOIP from the router just in case, but problem persists.

Re: Keeps dropping out?

jab1 — Sun, 23 Feb 2025 13:24:30 GMT

Reconnect the phone - that is not the issue. As said, please report a fault.