Hub reboots

[#1]

Would you mind doing a line check please, over-the past few weeks the hub has been rebooting a couple of times a day (no Xmas lights) This morning its done it 4 times in the past 30 mins (green, flashing orange, orange, blue)

[#2]

@grizedale Can you supply the WAN tab from you're 'Events Log' please?

[#3]

I'm sure I can, would you mind giving a helping hand as to where it is please... 

[#4]

Which Hub do you have - Hub1 or Hub2? May be a little while before I get back to you as I have something else needing doing.

[#5]

Smarthub 6

Event log attached {removed as the wrong one}

[#6]

Found the WAN tab

Attached

[#7]

Thanks for that. It is a long log 😉, but my initial thought is that the Hub could be failing - how long have you had it? Some of those entries are a little concerning, especially those reporting 0.0 SNR figures.

My networking knowledge doesn't make me 100% confident to  make a definite diagnosis, so I'm going to tag @Dan_the_Van who may be better able to comment.

[#8]

Hub is just over 2 years old... 

[#9]

It is a BT HH6? Age can be irrelevant - electrical devices can fail. I suggest you wait for Dan-the-van to reply before doing much else.

Do you have any other modem/router you could try? If you say 'yes, I have a Plusnet Hub', that may not be a lot of good, as I suspect it will be on an old, non-updatable firmware.

[#10]

Thanks for what you are doing, i dont have another hub.  

[#11]

Unfortunate. I'm sure  @Dan_the_Van will pop up sometime soon.

[#12]

Reading a bit more of that long log, I'm now wondering if this could be a BT/OR network problem, Assuming your phone line passes test, it may be an idea to report a broadband fault.

It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

[#13]

@grizedale 

The number of DSL Link up messages are greater than the DSL Link down messages. 

The fact the led goes green to me suggests the hub is restarting as you have mentioned.

Can you provide a copy of the event log this time selecting ALL. Be good to see what leads up to the DSL link up message which hasn't followed a DSL link down, hopefully  help explain the SNR Margin Down=0.0dB, Up=0.0dB which makes no sense me.

Edit: is there a Help Page tab you can also post?

[#14]

Cheers, @Dan_the_Van  - I shouldn't pick these complex ones up until I've had my second (at least) coffee. 😀

[#15]

Hi both

I dont have a landline phone so cannot check.

ALL log attached