Have to restart router nearly everyday

[#1]

Apparently the line has corrected itself and I have to replace the faceplate myself. So we shall just have to see.

[#2]

Hi coming back here as my problem still persists.

I have put in another fault request but have had no reply, I was told an engineer would be booked then that never happened as the fault had corrected itself, But obviously not.

This is getting so annoying where do I go from here?

[#3]

Hiya @Frakesk, thanks for getting in touch. I am really sorry for the issues with your service and that your fault ticket was prematurely closed.

I have raised a new one here for you: https://www.plus.net/wizard/?p=view_question&id= 220322141 with the next steps in getting this progressed and if you reply with the requested information (and give us a nudge on here once done) we will get that picked up for you.

[#4]

Unable to answer questions as comes up 

There was an error

We were unable to access your ticket information.

[#5]

@Frakesk Try this link and once there, enter the question number at the end of the highlighted bit in the post. Plusnet 

For some reason the system 'forgets' to include the question number.

[#6]

Thanks for getting back to us @Frakesk

It looks like the ticket ID wasn't included in the hyperlink above.

Try https://www.plus.net/wizard/?p=view_question&id=220322141 if @jab1's link doesn't work either

[#7]

Hi, So following on from my previous post.

Engineer came checked everything out, replaced faceplate and did some work in the box in the street

Things have seemed better, but still have the wifi drop, so this morning whilst it was happening before restarting I ran a speed  test 5 times

the results were 

9,2  6,5

7,8 6.2

4.3 5.8

9.8 6.2

9.7 66

but lights were flashing all over and had to restart to reset 

So my question is open reach have done all tests and replaced necessary does this fault lie with the router.

Many thanks

[#8]

Hello @Frakesk

Thanks a lot for getting in touch again. Can I ask, are the speeds you're getting there over a wired connection? I've tested the line this afternoon and all looks well from our end. The line appears to be syncing at above 12Mbps, and is for the most part quite stable. I'll pop a visual radius below, can you please have a look at it and let us know if the drops on there are consistent with you resetting the router?

KBD

xDSL Status Check
Circuit ID:	CBUK60890563	Service ID:
Telephone NO.:	NA	Test Executed On:	12-01-2022 16:31:51

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	17.7	32.5
SNR Margin:	5.9	9.2
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	1165	1218
Speed:	780	12924

Maximum Stable Rate (KBPS):	6816	Fault Threshold Rate (KBPS):	5452
Mean Time Between Retrains (Seconds):	28365	Mean Time Between Errors Upstream (Seconds):	1811
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	905
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

Radius

[#9]

Thanks for replying

No everything is wifi

Yes that is right for 12th and the 9th as all lights were flashing including wps which I have never seen flashing before.

thanks

kathy

[#10]

2704n - I’ve seen WiFi go to sleep on these after a few days. I suggest that there needs to be some clearer observations when things look wrong - EXACTLY what is EACH light on the router doing? Some flashing line crazy is exactly what SOME should be doing when working properly. That indicates data is being transferred.

EXACTLY what is / is not happening when you think is gone wrong? What do your devices report? Can they see the WiFi? Do they indicate if they are connected to the internet?

Do you know how to run the cmd prompt (are they windows devices)?

[#11]

Thanks for getting back to us Kathy.

I'm really sorry to see you're still having connection issues.

Based on what we've tried so far and the engineers from Openreach and Qube we've sent out, I think the next logical step is to replace the router, so I've arranged to send you a new one free of charge now you should receive within 3 to 5 working days. It'll be more of an upgraded router of a better model than the Hub Zero you currently have. 

Let us know how it goes once you've got it

[#12]

Thank you Hopefully this will resolve
the problems if not I give up 😁

[#13]

Hi Gandalf
I have just received an email saying I have a charge being added to my account
Kathy

[#14]

Hi Kathy,

Ah I'm not sure what's happened there I'll make sure we don't charge you for the router.

[#15]

Just an update

I have had the new router now for about 3 weeks and finally everything seems to have settled down, no more restarts 

So fingers crossed 

Kathy