Hub2 Keeps Dropping

[#1]

I've been using for 5-6 months, always had the issue but ignored. Recently It became so annoying. Especially at nights It keeps dropping modem shows orange light, tried to reach customer support ended up with an SMS saying "we were unable to speak with the caller today as they failed our data protection checks..." right after talking them on phone! Tried texting "HELP", got a reply saying no problem found etc. I am new in the UK and I don't know what to do as I can't reach out to customer support who helps and as I understand some other company deals with cable lines, is it correct?

Here is event log right at the connection loss:

19:11:08, 14 Oct.

WAN Auto-sensing detected port DSL WAN

19:10:41, 14 Oct.

SIP WAN DOWN

19:10:40, 14 Oct.

WAN Sensing Auto sensing Complete, interface selected

19:10:40, 14 Oct.

WAN Sensing Auto sensing Running

19:10:39, 14 Oct.

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

19:10:38, 14 Oct.

PPP: Stopped PPP daemon(0,1,5)

19:10:38, 14 Oct.

PPP LCP Send Termination Request (User request)

19:10:38, 14 Oct.

PPP: IPCP down

19:10:38, 14 Oct.

PPP: LCP down

19:10:38, 14 Oct.

DSL Link Down: duration was 782 seconds

[#2]

@canoner Can you please export the full error log and attach the resulting .csv file to a post, please?

[#3]

I am not sure event log is the same with what you mean by error log but this is all I can see in the modem interface

[#4]

Yes, they are one and the same. Thanks for that information. I will have a look into it, but may not reply until tomorrow, I have other things to do tonight.

[#5]

Moderators Note

This topic has been moved from Full Fibre to  Broadband 

[#6]

@canoner Looking at that log, I suggest you definitely have a problem somewhere, but there is one line which is unusual : PPP LCP Send Termination Request (User request).

Not being a networking expert, I am going to ask for a second opinion before giving possibly wrong guidance.

@Dan_the_Van Is this possibly a router issue/fault? 

[#7]

@jab1 nothing unusual about the PPP LCP Send Termination Request (User request), just a badly worded message!

Its not really a 'user request' its just the PPP daemon detecting the link down and going through the motions of sending a PPP terminate to tear down the PPPoE connection

[#8]

@MisterW Thanks -  I said I wasn't an expert. 😉

So, it is back to the DSL drops, of which there quite a number - suggesting an OR network issue?

[#9]

Correct

[#10]

@jab1 @MisterW 

Thank you both for looking into It. After I uploaded the log here It went out 2 more times then I did a factory reset and so far going well. But It will keep dropping that's for sure.  

[#11 · Accepted solution]

In that case, @canoner  needs to get Plusnet to shake up OR.

@canoner I suggest you actually call Plusnet Customer Support and get then to check your connection logs on their system. If they feign ignorance, come back here and we might have to be a bit more direct with them. 

I am fairly certain it will keep happening - keep us informed.

[#12]

Or just use the faults BOT - link below.

[#13]

I think they've already tried that - see opening post. 😉

[#14]

Well they need to try again or phone support … and if there’s issues with the contact route, fix the contact issues.  Looks like there is a line problem - that’s going to need staff assistance.  We know that in specific circumstances the broadband test passes OK but the phone (copper circuit) test does detect a fault.  So no fault found does not mean there’s no fault to be found … if only one looks hard enough!

[#15]

Fair enough. If they come back, then I shall suggest they contact support again, and hope they can pass validation. We know the bot reports 'no issues' if they have a  working connection at the time. It used to be at one time that a staffer would post a radius graph which could be correlated with the error log, but that doesn't seem to happen/be available these days.