topic Re: Hub 2 requires factory reset roughly every 2 weeks in Tech Help - Software/Hardware etc

Hub 2 requires factory reset roughly every 2 weeks

fozid — Tue, 29 Jul 2025 06:18:58 GMT

We've been having intermittent internet issues for a few months. We contacted tech support and after some diagnostics and an open reach engineer coming out to check the fibre connection, they replaced the router. Had it just over 2 weeks and had the same problem again.

When we experience issues, the blue light remains solid on the hub2, implying it is connected to the internet, but the devices connected on WiFi show no internet. I have a web server connected through ethernet, that pings google.com every 5 mins and logs the event. From this I can see exactly when the service drops, again the blue light remains solid and Plusnet report no issues on their end. They say it must be a device on my network which I would understand if it was the WiFi dropping out, but the WiFi is always connectable, just has no internet. The other funny thing is that during these drops, I am not able to access the hub2's webui, even from my pc which is also connected through ethernet. During a drop, if I unpluck and replug the wan port, it temporarily resolved the problem, but then we get another drop a few hours later and the issue continues.

That is the case until I factory reset the router, which is a pain. But the solves everything for a week or 2 or 3, but then the issue comes back.

Re: Hub 2 requires factory reset roughly every 2 weeks

jab1 — Tue, 29 Jul 2025 06:27:47 GMT

@fozid When did you last reset the Hub, and can you export the event log and attach the resulting .csv file to a post please?

Re: Hub 2 requires factory reset roughly every 2 weeks

outcast — Tue, 29 Jul 2025 08:56:55 GMT

@fozid

Your current setup of having the in-house web server ping Google, could be showing loss of connectivity anywhere along the chain of communication, i.e your web server, LAN, router, WAN broadband connection, or the wider internet.

@fozid wrote:
When we experience issues, the blue light remains solid on the hub2, implying it is connected to the internet

Have you considered also setting up a ThinkBroadband Broadband Quality Monitor, that produces a graph of ping latency from an external server pinging your router's WAN interface ?.

The resulting graph would allow you to isolate whether the loss of comms was WAN side, or not.

If you are considering doing that, then also read the Broadband Quality Monitor FAQ

Re: Hub 2 requires factory reset roughly every 2 weeks

Townman — Tue, 29 Jul 2025 11:55:07 GMT

Have you tried power cycling the router as opposed to a factory reset?

Re: Hub 2 requires factory reset roughly every 2 weeks

outcast — Tue, 29 Jul 2025 12:05:11 GMT

@fozid wrote:

... they replaced the router. Had it just over 2 weeks and had the same problem again.

Just checking, was the router's power supply plug replaced as well as the router itself ?

Electronics hanging as you describe your router doing, is often due to failing power supplies rather than the powered device.

Re: Hub 2 requires factory reset roughly every 2 weeks

jab1 — Tue, 29 Jul 2025 12:07:40 GMT

How many reports of failing power supplies have we seen around here?

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 07:42:51 GMT

Last factory reset was a couple of days ago. Not had a single issue since then. event log attached.

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 07:44:37 GMT

Yeah, i am aware my current ping log only shows when my server can access google. lots of different things can cause that ping to fail, but it is a good indication of network availability. But great tip on the Broadband Quality Monitor. I have set that up 👍

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 07:47:46 GMT

yes. To answer this question in more detail, I have found 3 things resolve the issue to differing degrees.

Unplug and replug the WAN port instantly resolves the issue, but this fix only lasts an 30-90mins before drops begin again.

Power cycle the router resolves it instantly, but this only lasts a 2-3 hours.

Factory reset also instantly resolves the issue and this lasts around 1-3 weeks.

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 07:49:35 GMT

ugh, im well gutted at my self now youve said this. I was lazy and left the original plug in the wall and just replaced the router. I never considered it could be the power supply. I have already returned the old router in the new box with all the 'spare' bits including the new plug. If nothing else resolves this issue I will look into replacing the plug.

Thanks

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 07:52:07 GMT

Why when replying to a comment does this forum not include some indication of the message being replied to????

Re: Hub 2 requires factory reset roughly every 2 weeks

jab1 — Wed, 30 Jul 2025 07:56:20 GMT

@Dan_the_Van any ideas?, this is way over my pay grade?

Sorry, @fozid .

Re: Hub 2 requires factory reset roughly every 2 weeks

Townman — Wed, 30 Jul 2025 07:57:39 GMT

Depends on what your notification settings are. You should get a notification (See useful links 'My Notifications') and depending on your email preferences and email too.

I am seeing a lot of 'toaster' pop-ups from all your comments added here...

Re: Hub 2 requires factory reset roughly every 2 weeks

Dan_the_Van — Wed, 30 Jul 2025 08:38:33 GMT

@fozid

Your webserver is it IP Address 192.168.1.4?

Are you expecting external connections to this device, as I can see port forward rules for port 22, 80 and 443 with many accepted connections from various global locations.

If you shutdown the web server do other devices recover their internet connection?

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 09:44:56 GMT

yeah 192.168.1.4 is my webserver which has a public facing website myself and family use. I will try next time it drops to disable this server and see if the internet service is resolved.

Re: Hub 2 requires factory reset roughly every 2 weeks

MisterW — Wed, 30 Jul 2025 09:49:23 GMT

I notice from the event log, that it looks like you have IPv6 enabled ?

IPv6 is not publicly available from Plusnet yet. Whilst having it enabled SHOULDNT be a problem, I'd be inclined to try disabling it...

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 09:52:40 GMT

I have disabled ipv6 in the past but after factory resetting due to drops it gets turned back on by default.

Re: Hub 2 requires factory reset roughly every 2 weeks

outcast — Wed, 30 Jul 2025 09:54:28 GMT

What does your web server actually provide to your family ?.

For example -

Does it stream video to your family members when away from home ?
Do you host large files that are shared between family members ?
Do your family use your web server as cloud backup for their mobile devices ?

Re: Hub 2 requires factory reset roughly every 2 weeks

fozid — Wed, 30 Jul 2025 10:01:06 GMT

What does your web server actually provide to your family ?.

For example -

Does it stream video to your family members when away from home ? - No
Do you host large files that are shared between family members ? - Yes
Do your family use your web server as cloud backup for their mobile devices ? - Yes

I have a navidrome music server, a filebrowser service providing webdav file access, i run syncthing with multiple mobile phones, i run immich photo server, joplin notes, and stream a cctv/webcam.

All is behind a nginx reverse proxy with ssl from lets encrypt, and backed by fail2ban.

Re: Hub 2 requires factory reset roughly every 2 weeks

outcast — Wed, 30 Jul 2025 10:19:11 GMT

@fozid wrote:

The other funny thing is that during these drops, I am not able to access the hub2's webui, even from my pc which is also connected through ethernet.

Isn't that a known symptom of the Hub2 when the upload path gets totally overwhelmed with traffic, then the Hub2 GUI and connectivity becomes unresponsive due to bufferbloat.

If the LAN side web server was sending a large file (such as video) out to the internet, then transmission overload of the Hub2 could easily occur.

@fozid - Can you use your Ngnix reverse proxy to set a rate limit on the outbound bandwidth ? - if so perhaps set it to 60% of your internet connection's normal upload speed. Having done a quick Google, there are a lot of YouTube instructional videos on how to rate limit with Ngnix.