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Plusnet Hub One has started to reboot randomly

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Madeleyite
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Plusnet Hub One has started to reboot randomly

In the last two weeks my Hub One has rebooted itself 3 times. See 3 photos from the Event Log for 'PPPoE is down' events.

Each time it was not a general power cut issue. The power adapter was cool and firmly plugged in. The firmware is still v4.7.5.1.83.8.289.1.3 dated 2/12/2021.

There have been no changes to the setup since Openreach installed new cable and a new Openreach Master Socket 5c with Mk 4 Faceplate on 15th Jan 2022. The hub is plugged directly into the master socket.

Is this a developing hub or power adapter fault or a line problem?

14 Feb 0030.jpg26 Feb 0816.jpg28 Feb 0750.jpg

30 REPLIES 30
jab1
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Re: Plusnet Hub One has started to reboot randomly

@Madeleyite The full log (as a .csv) would be helpful.

John
MisterW
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Re: Plusnet Hub One has started to reboot randomly

Doesn't look like a Hub reboot to me. It's just a dsl drop but as @jab1 says the full log would be useful

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dan_the_Van
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Re: Plusnet Hub One has started to reboot randomly

@jab1 

It is not possible to export the log file on a Hub One as a csv file

jab1
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Re: Plusnet Hub One has started to reboot randomly

@MisterW  thanks

@Dan_the_Van  Didn't know that, but we do need the surrounding detail to make an educated assessment.

John
Madeleyite
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Re: Plusnet Hub One has started to reboot randomly

Thank you but I don't know how to export the Event log details in any electronic format never mind csv. I can print pages but this would not be of any help.

Are Plusnet able to remotely access the event log of my hub and read it?

jab1
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Re: Plusnet Hub One has started to reboot randomly

@Madeleyite Just take a screen shot of a section of the log including at least one of those events and post it on here.

No, PN can't do that.

John
Madeleyite
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Re: Plusnet Hub One has started to reboot randomly

Okay here is a photo of this morning's event from the 'Down' event to the 'Up' event. Hope it helps.

Down to Up.jpg

jab1
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Re: Plusnet Hub One has started to reboot randomly

@Madeleyite That is an xDSL (BT side of your master socket) event. How many of these events, which seem to have a ~2 day  gap, have you had recently? Also your downstream SNR is a little on the high side, which would indicate there is an underlying problem somewhere.

John
Madeleyite
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Re: Plusnet Hub One has started to reboot randomly

Previous events were more random so nothing around the 2-day/48 hour period.

26th Feb event shows 17737 minutes (12.3 days)

14th Feb event shows 28189 minutes (19.6 days)

25th Jan event shows another 'PPPoE is up' event but no corresponding 'PPPoE is down' event.

See photos.

Down to Up 26 Feb.jpgDown to Up 14 Feb.jpgDown to Up 25 Jan.jpg

jab1
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Re: Plusnet Hub One has started to reboot randomly

@Madeleyite Those events look strange to me - I can't see any 'down' events at all.

@Dan_the_Van , @MisterW  Am I missing something obvious? Or is it those 'CWMP' events causing this?

John
Madeleyite
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Re: Plusnet Hub One has started to reboot randomly

26th Feb 'down' event can be seen at 08:16:50 hours.

14th Feb 'down' event can be seen at 00:29:51 hours.

25th Jan 'up' event can be seen at 10:40:15 hours but there is no corresponding 'down' event for 25th Jan.

jab1
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Re: Plusnet Hub One has started to reboot randomly

Thanks, @Madeleyite . Can see them now, but I'm still confused, which is why I've asked for a second opinion. Let's wait and see if the other two respond - they have more experience on this kind of issue than me.

John
jab1
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Re: Plusnet Hub One has started to reboot randomly

FWIW, I still suspect the BTw/OR network for this issue.

John
Dan_the_Van
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Re: Plusnet Hub One has started to reboot randomly

@jab1 

10:38:52 25th Jan there was was a system start, the following messages suggest a BOOT.

The other two message were a DSL drop.

@Madeleyite 

do you recall restarting hub on the 25th or a reason why the system start would have occured?