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Constantly restarting hub

FIXED
simoncannings
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Registered: ‎04-07-2021

Constantly restarting hub

Hi,

Since last Tuesday my hub has restarted any time anyone tries to use the internet, they get about 1 min before it goes into a restart loop. How do you request a new hub?

It took me 4 times just to post this…

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15 REPLIES 15
jab1
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Registered: ‎24-02-2012

Re: Constantly restarting hub

You don't need a new hub, you need to find out why it is constantly restarting. The chances are that there is a BT/OR network issue/fault. Is your telephone line quiet?

If it isn't, I would suggest you report a telephone fault via: https://www.plus.net/help/report-a-problem/phone/

If it is, report a broadband fault via: https://www.plus.net/help/report-a-problem/broadband/

Neither of these will be picked up until after 0800 tomorrow.

John
simoncannings
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Re: Constantly restarting hub

I disagree, the hub is stable until anything is plugged into a port it connected to via Wi-Fi then it goes into a boot loop, it’s will also loop of just powered and connected to a pc no phone line attached. It very much points to a hub
jab1
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Re: Constantly restarting hub

OK - I don't follow your logic, personally, and don't understand your explanation, but you will be asked to carry out various tests to pin-point the issue - the route(s) I have given you may resolve it.

By the way, how old is the Hub?

John
Baldrick1
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Re: Constantly restarting hub

@simoncannings 

What are the lights on your hub showing when it drops?

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simoncannings
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Registered: ‎04-07-2021

Re: Constantly restarting hub

It cycles through all the colours a few times before it stops on blue again, but only stays blue (and connects to the internet) for max 5 mins before it does it again
Baldrick1
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Re: Constantly restarting hub

@simoncannings 

When you say cycles through the colours, which colours? 
If it starts with green it’s probably a faulty hub. If it’s just red, orange and blue it could be a network problem.

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Gandalf
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Re: Constantly restarting hub

Hi Simon,

I've tested your line and the tests are showing a high resistance fault so we'd need to arrange an engineer visit to look at that. When could you be available for a visit? The engineers are available between 8am to 1pm or 1pm to 6pm.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
simoncannings
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Registered: ‎04-07-2021

Re: Constantly restarting hub

Hi this coming week, Monday all day. Thurs fri all day
simoncannings
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Re: Constantly restarting hub

It does start with green yes
bobpullen
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Re: Constantly restarting hub

Fix

@simoncannings - I can't take a look to try and establish what's going on due to the fact the hub won't stay online. Given you're seeing a green LED though (which is inidcative of a full system restart), and the fact that I can see the hub has recently been factory reset, then I've arranged to ship a replacement to you early next week.

Hope it helps.

Bob Pullen
Plusnet Product Team
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simoncannings
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Re: Constantly restarting hub

Yeah it’s frustrating the amount it’s been down and the length of time, let’s hope the new hub at least gives time to log into it
simoncannings
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Re: Constantly restarting hub

Hi,

New hub has come and is working perfectly, thanks for getting this sorted shame it took over two weeks to sort out and multiple agents

Thanks
Simon
TheMightyAJ
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Re: Constantly restarting hub

Hey @simoncannings,

I'm glad to hear that the new hub's arrived - just let us know if there's anything else we might be able to help out with and we'll be more than happy to assist.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
peterbryden
Newbie
Posts: 1
Registered: ‎12-11-2022

Re: Constantly restarting hub

Ok will watt for new hub next week thank you enjoy you weekend