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Router Keeps Resetting !

hungryhorse11
Hooked
Posts: 7
Registered: ‎27-07-2023

Router Keeps Resetting !

The last months my router has been resetting itself, it happens nearly every day, in the middle of the day... Its very irritating and inconvenient when I'm on the internet doing work etc 😠 Is there anything I can do?

17 REPLIES 17
jab1
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Registered: ‎24-02-2012

Re: Router Keeps Resetting !

@hungryhorse11 When you say 'keeps resetting itself', what do you mean? Does the Hub light change colour?

John
hungryhorse11
Hooked
Posts: 7
Registered: ‎27-07-2023

Re: Router Keeps Resetting !

Yes the Hub`s lights do change colour. 

The internet goes down then the Hub flashes, then the lights go green then goes blue, then the internet comes back on!

a bit like if you turn the Hub off then on again

jab1
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Registered: ‎24-02-2012

Re: Router Keeps Resetting !

OK, it sounds like you do have a problem, but before I try and make  suggestion, which Hub do you have, and how technical are you?

John
hungryhorse11
Hooked
Posts: 7
Registered: ‎27-07-2023

Re: Router Keeps Resetting !

Its a Plusnet Hub Two

jab1
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Re: Router Keeps Resetting !

@hungryhorse11 

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

John
hungryhorse11
Hooked
Posts: 7
Registered: ‎27-07-2023

Re: Router Keeps Resetting !

Product code:Plusnet Hub Two


Firmware version:v0.10.00.04201-PN
Firmware updated:20-Jun-2023
Board version:R01
GUI version:1.9 16_08_2022
DSL uptime:0 Days 0 Hrs 12 Mins
Data rate:19.999 Mbps / 79.999 Mbps
Maximum data rate:25.870 Mbps / 86.740 Mbps
Noise margin:15.3 / 6.4
Line attenuation:7.6 / 9.6
Signal attenuation:7.6 / 11.3
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:26.5 MB Uploaded / 160.9 MB Downloaded
Broadband username:XXXXX
2.4 GHz wireless network name:PLUSNET-GTC9J5
2.4 GHz wireless channel:Smart (Channel 1)
5 GHz wireless network name:PLUSNET-GTC9J5
5 GHz wireless channel:Smart (Channel 36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:XXXXXXX
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

bobpullen
Community Gaffer
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Re: Router Keeps Resetting !

@hungryhorse11 - you don't have anything plugged into the fourth LAN port do you?

Have you tried factory resetting the hub by inserting something into the pinhole at the rear until the status light flashes green?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

MisterW
Superuser
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Registered: ‎30-07-2007

Re: Router Keeps Resetting !

then the lights go green

If the Hub light goes green then the Hub is rebooting.

Sounds like a hardware or power supply fault.

If it was a network issue (resynch) , then the Hub would just go to flashing orange.

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.

hungryhorse11
Hooked
Posts: 7
Registered: ‎27-07-2023

Re: Router Keeps Resetting !

Sorry I got it slightly wrong, its just re-set itself again 😂

 

Out of the blue the internet goes down, then the Hubs lights suddenly goes GREEN, then it flashes ORANGE then goes back to BLUE, then the internet comes back on!

 

jab1
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Re: Router Keeps Resetting !

My one and only comment - 12 minutes DSL uptime???

John
hungryhorse11
Hooked
Posts: 7
Registered: ‎27-07-2023

Re: Router Keeps Resetting !

Theres nothing the fourth LAN(WAN) port

I will try and re-set it, see if that works.👍

jab1
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Re: Router Keeps Resetting !

You didn't follow my help sheet, so we are left guessing here, but I suggest you try this simpler instruction:

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/

John
RealAleMadrid
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Re: Router Keeps Resetting !

@jab1 @hungryhorse11  I don't think it's a line problem, the line is extremely short, running at full speed and as the router is restarting much more likely to be a router fault such as the watchdog or a power supply problem. Could there be some clue in the router logs? Don't know how to access them as I don't use ISP routers.

jab1
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Registered: ‎24-02-2012

Re: Router Keeps Resetting !

@RealAleMadrid That was going to be my next suggestion if and when the OP replied. As you say, the connection is running at full speed on a short copper length, with everything - apart from the xDSL uptime looking perfect.

I don't use PN kit - not a subscriber any more - but the error log can be exported in .csv format from this page:

4.Hub2 eventlog.png

John