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TG585V8 router problem?

Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: ‎13-06-2011

TG585V8 router problem?

Hello
Plusnet supplied TG585v8 router, about 3 years old. Seems to be locking up?
Until recently has been working well and stable, with sync holding sometimes for weeks at a time. (apart from a couple of line faults - Openreach fixed)
The problem first started a couple of weeks ago. I had several loses of internet over a couple of hours. Had to power down the router to reconnect each time.
Over this weekend I have lost the internet about 4 times. Seems to be totally random, various times of the day.
The first time I noticed was when I came home on Saturday morning to see that the router had only the power light on, lit RED.
I tried to access the router but it was not sending out any wireless signal. Powered it off and on again (Using the routers on/off switch).
Router rebooted and all lights and internet came back to operation.
I have since had 3 more failures (latest about 8pm tonight - Sunday), but these times the router has been showing only the power light, but lit once GREEN. Twice RED.
No other lights, no wireless or LAN connection available.
Each time I have powered down the router and it has come back on as normal.
When it is connected everything is fine, stats SNR etc.are as normal for my line.
Normally when I have had any problems the router has automatically reconnected, not these times.
I would have hoped a router would last longer than 3 years !   Undecided
Does anyone have any thoughts, suggestions or tests that I can do?
Derek
9 REPLIES 9
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: TG585V8 router problem?

Hi Derek,
I'm really sorry for the problems that you are having with your router ad your connection overall.
I've taken a look at your line and I think, from what I can see, it's possible that you have a Line Fault.
Can you please raise a fault online at http://faults.plus.net so we can get this looked at please?
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: ‎13-06-2011

Re: TG585V8 router problem?

Chris thank you for your message.
I have just arrived home and I noticed the router had just the red power light on again. I don't know how long it had been like that.  Sad
Reboot solved it for the moment.
I will follow the link you have provided.
If I had a line fault shouldn't the router automatically try to reconnect?  Undecided
Derek
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: ‎13-06-2011

Re: TG585V8 router problem?

I have tried the fault report link, but it does not allow me to answer with my symptoms so it was unable to help me.
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: TG585V8 router problem?

Thanks for doing that for us.
A Fault Ticket has been logged under Ticket: 82956290 which will be replied to by our Faults Team within the next 48-72 hours.
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: ‎13-06-2011

Re: TG585V8 router problem?

Thank you Chris
Red power light - no wireless etc.when I got home last night.  Angry
While I wait for my ticket to be answered.
I am getting pretty sure that the router is faulty.  Undecided
I upgraded to the Unlimited (Contracted) package, from Value, earlier this month, due to start 1st April. Along with 12 months Line Rental Saver.
Am I correct in remembering a message saying I could request a new router, from customer service, if wanted/needed, once my new contract was up and running ?
If so I may wait and give that a try.
Derek
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: TG585V8 router problem?

Hi Derek,
You can take a new router from us as part of that contract, it'll only cost you £5.99 to cover the Postage and Packaging. Given the situation, if you could give us a ring on 0800 432 0200 we'd be happy to take the payment and get a new router sent out to you beforehand?
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: ‎13-06-2011

Re: TG585V8 router problem?

Chris Thank you for all your help. Smiley
Follow up:
Phoned CS for new router, received and installed Saturday -. 1st connection  RX Sync 5326    Noise margin  6.1  About the best speed I have had on this line.
I haven't needed to touch it and that is where it has stayed since.
Uptime: 4 days, 2:30:05   
DSL Type: ITU-T G.992.3   
Bandwidth (Up/Down) [kbps/kbps]: 440 / 5,326
Data Transferred (Sent/Received) [MB/GB]: 193.23 / 2.07
Output Power (Up/Down) [dBm]: 12.7 / 0.0
Line Attenuation (Up/Down) [dB]: 24.3 / 47.0
SN Margin (Up/Down) [dB]: 25.7 / 6.1
SN margin drops to about 3dB at night but holds the line fine.
Over 4 days now, longest connection I have had for weeks.  Grin
Derek
Pettitto
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 6,346
Fixes: 5
Registered: ‎26-11-2011

Re: TG585V8 router problem?

Hi Derek and thanks for posting back Smiley
I'm glad you've managed to get everything sorted, that really is great news.
Here's to a long standing connection and good speeds moving forward!
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: ‎13-06-2011

Re: TG585V8 router problem?

New TG582n router
Have removed text and started new thread