Router auto rebooting
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Router auto rebooting
24-06-2018 12:02 PM
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My Hub One is rebooting automatically almost daily (usually when we are half way through a movie we are streaming) or I have to reboot it manually because the download speed has dropped off to almost nothing and the upload speed IS nothing.
This is a very frustrating situation considering we don't have the best speed in the world due to our rural location. 20Mb down and 512Kb up is about the best we can expect - although I have seen speeds after a reboot of 23 down.
Any idea why in a week the hub is rebooting 5 or 6 times? Because as an IT engineer with telecomms experience I think that either the lines to our house are bad again (almost every year there is a section replaced) or the DSLAM in our village exchange is probably stuffed.
Very frustrated!
Re: Router auto rebooting
24-06-2018 2:00 PM
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Hi @ctsnww
I can see that there are indeed regular drops daily, as per this RADIUS readout;
I can see your router is syncing at around 25Mbps which is within the Estimated Speed Range our supplier has provided for your line.
There definitely seems to be something out of place somewhere given the drops we are seeing, however, our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.
I'd recommend starting with basic checks here
If that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop.
This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here
If the problem still persists from here we will go down the route of raising a fault. Let us know how it goes.
Re: Router auto rebooting
24-06-2018 4:52 PM
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As I mentioned in the original post, I'm an IT engineer and I have telecomms knowledge (18 years communications in the RAF).
We have just the one incoming socket and the micro-filter has been plugged into the back-plate for over a month, The router is a Hub One and no additional modem has been provided.
The micro-filter was changed about 3 weeks ago, seeing as a faulty filter will usually degrade quickly and cause phone and broadband issues where we have had no phone issues, I ruled this out.
If you have any signal to noise readouts that span the time period where the drop-outs occurred that may make interesting reading.
Our phone lines here are a mixture of underground and overhead, in the last 3 years there have been several faults that have affected one house and sometimes multiple houses as they split off from one post. We have also had sections of line replaced due to water on the line, but as it has been dry for some time any capacitive line faults would have gone.
I'll leave it up to you guys to investigate further.
Steve
Re: Router auto rebooting
24-06-2018 5:31 PM
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Re: Router auto rebooting
24-06-2018 9:11 PM
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I understand that you are unable to find a fault, but why is the router rebooting or the line speed on my checks (using speedtest.btwholesale.com so eratic?
Date Time Down (Mbs) Up (Mbs) Ping Lat (ms)
24/06/2018 16:57 12.70 1.06 38.13
24/06/2018 17:00 12.15 0.49 37.00
24/06/2018 17:03 13.93 0.47 37.25
24/06/2018 20:54 21.75 0.43 0.00
24/06/2018 20:55 13.07 0.00 40.75
24/06/2018 20:57 12.93 0.50 37.50
24/06/2018 20:59 19.56 0.34 42.00
24/06/2018 21:00 20.87 0.00 40.13
24/06/2018 21:01 15.63 0.00 33.75
Upload speeds of 0.00 and even ping speeds of 0.00 are ridiculous.
Before I report an issue can you re-profile the line please?
Thanks
Steve
Re: Router auto rebooting
25-06-2018 2:04 PM
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Hi Steve,
We have identified a fault externally and a ticket has been raised on your account which can be found here. Due to the nature of the issue we cannot confirm the root cause of the problem but our suppliers are currently in the process of addressing the issue. A colleague from our faults team will contact you in 72 hours but if you have not heard anything by then and if the issue still persists drop us a message and we will chase this up.
Re: Router auto rebooting
26-06-2018 4:35 PM
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but why is the router rebooting
Is the router rebooting or just disconnecting/reconnecting? If it's rebooting then that suggests an issue with the router itself or the power supply going to it.
Re: Router auto rebooting
26-06-2018 7:00 PM
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The system loses connectivity and usually if left for around 3 - 5 minutes will connect to BB again. Here are some of the logs from today:
09:23:12, 26 Jun. | (164128.190000) Lease requested |
09:23:10, 26 Jun. | ath00: STA 00:63:38:02:72:f5 IEEE 802.11: Client associated |
09:10:04, 26 Jun. | ath10: STA d8:c4:6a:45:6b:a7 IEEE 802.11: WiFi registration failed |
09:08:39, 26 Jun. | (163254.850000) CWMP: session completed successfully |
09:08:39, 26 Jun. | (163254.620000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo |
09:08:32, 26 Jun. | (163247.540000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
09:08:32, 26 Jun. | (163247.530000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
09:08:30, 26 Jun. | (163245.560000) WAN operating mode is VDSL |
09:08:30, 26 Jun. | (163245.560000) Last WAN operating mode was VDSL |
09:08:28, 26 Jun. | (163243.990000) PPP IPCP Receive Configuration ACK |
09:08:28, 26 Jun. | (163243.990000) PPP IPCP Send Configuration Request |
09:08:28, 26 Jun. | (163243.980000) PPP IPCP Receive Configuration NAK |
09:08:28, 26 Jun. | (163243.980000) PPP IPCP Send Configuration ACK |
09:08:28, 26 Jun. | (163243.970000) PPP IPCP Receive Configuration Request |
09:08:28, 26 Jun. | (163243.920000) PPP IPCP Send Configuration Request |
09:08:27, 26 Jun. | (163242.530000) PPPoE is up - Down Rate=23853Kbps, Up Rate=1140Kbps; SNR Margin Down=3.3dB, Up=6.7dB |
09:08:26, 26 Jun. | (163242.510000) CHAP authentication successful |
09:08:26, 26 Jun. | (163242.470000) CHAP Receive Challenge |
09:08:26, 26 Jun. | (163242.470000) Starting CHAP authentication with peer |
09:08:26, 26 Jun. | (163242.460000) PPP LCP Receive Configuration ACK |
09:08:26, 26 Jun. | (163242.460000) PPP LCP Send Configuration Request |
09:08:26, 26 Jun. | (163242.450000) PPP LCP Receive Configuration Reject |
09:08:26, 26 Jun. | (163242.450000) PPP LCP Send Configuration ACK |
09:08:26, 26 Jun. | (163242.450000) PPP LCP Receive Configuration Request |
09:08:26, 26 Jun. | (163242.450000) PPP LCP Send Configuration Request |
09:07:37, 26 Jun. | (163192.560000) PTM over DSL is up |
09:06:25, 26 Jun. | (163120.550000) CWMP: session closed due to error: Could not resolve host |
09:06:24, 26 Jun. | (163120.500000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
09:06:24, 26 Jun. | (163120.490000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
09:05:54, 26 Jun. | (163090.200000) CWMP: session closed due to error: Could not resolve host |
09:05:54, 26 Jun. | (163090.170000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username |
09:05:54, 26 Jun. | (163090.160000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' |
09:05:54, 26 Jun. | (163089.860000) CWMP: Initializing transaction for event code 4 VALUE CHANGE |
09:05:52, 26 Jun. | (163087.990000) PTM over DSL is down after 656 minutes uptime |
09:05:52, 26 Jun. | (163087.980000) PPPoE is down after 656 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
09:05:49, 26 Jun. | (163085.140000) PPP LCP Send Termination Request [User request] |
Re: Router auto rebooting
27-06-2018 10:23 AM
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Hi,
Those logs appear OK, with the drop in connection matching what we see in our RADIUS logs.
BTW have confirmed " Local access network between Exchange and End User;equipment fault cleared. Please retest this service. " but they don't say specifically what they did to resolve the issue. They believe the next step to be an engineer visit. Due to the way in which testing works, I can't run a line test myself to see if it is clear.
Re: Router auto rebooting
27-06-2018 1:16 PM
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The line looks better on the tests but I will want to monitor it over the rest of this week.
Re: Router auto rebooting
27-06-2018 1:31 PM
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