Network/Hub Keeps Disconnecting

[#1]

Hi All,
Been a Plusnet customer for many years, recently renewed contract to allow speeds to be upped a little bit. There was a fault on the line which was sorted next day bu plusnet which was great. The problem i have noticed now is that the hub/router disconnects randomly a few times a day. Logging onto the router after it happens shows that the network went down and then back up again. Not a massive issue but annoying when working from home when cuts out mid meeting etc. Anybody have any ideas? Used a tp link modem/router previously but swapped out with the hub2 as the tp link was probably over 5 years old.

[#2]

@dom_trig When it 'cuts out', does the Hub light change colour?

[#3]

It does, goes to orange then goes back to blue after a minute or so once its reconnected. Also get a message on the firestick when watching saying hub has disconnected then goes away once it has reconnected

[#4]

Assuming you are on an FTTC connection, report a fault via : https://www.plus.net/help/report-a-problem/

[#5]

I am and will do. Will try to remember to post any outcome

[#6]

Hi,

Went through all the plusnet diagnostics, there was a fault on the line which sorted speed. Still getting the random network disconnections. Tried resetting router, no change. Spoke to plusnet again who reset everything at their end and still no change. Could this be a hardware problem? 

[#7]

@dom_trig Can you please export the Hub event log and attach the resulting .csv output to a post? 

[#8]

It could still be a line fault.  Rerun the faults bot.

EDIT: also what is the manifestation of the “disconnection”?  Router lights going orange or a spurious message on a computer reporting no internet connection?

Only orange lights are a genuine disconnection event.

[#9]

Will do when i get back home tonight @jab1 

[#10]

Hi Townman, ive tried that a couple of times since my last post and the bot returns a line working fine response.

[#11]

Please see my edit.

Also there are circumstances where the broadband fault bot passes, but the phone bot fails.  They perform different tests in respect of the copper circuit.  How the phone grade test works if at all on a SoGEA service is not known to me.

These are the value add discernments the Plusnet support staff ( @Marsh and @Windings ) brought to this space which are not available to / from the new triage team.

[#12]

Hi Townman,

Yes, orange light so appears to be a genuine disconnection. When i log on straight after an event, network uptime has reset. Although it looks like the incoming connection doesn't falter.

Ill drop the hub logs on this evening, might explain it better.

[#13]

@jab1 . csv file attached

[#14]

Thanks for that. Just to confirm something for me, can you attach your 'technical log' to your next post, obscuring your username, please.

I suspect you will have to run the faults bot in an attempt to get PN to check this.

[#15]

anything else i need to obscure or just username?