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Router auto rebooting

ctsnww
Newbie
Posts: 5
Registered: ‎24-06-2018

Router auto rebooting

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!

10 REPLIES 10
MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Router auto rebooting

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.

 

ctsnww
Newbie
Posts: 5
Registered: ‎24-06-2018

Re: Router auto rebooting

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

 

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Router auto rebooting

Hi @ctsnww 

 

I have just retested your line and I can not find any form of fault at all on either the broadband or phone side of things. 

 

If you wish us to raise this to our supplier to investigate can you please can you report a fault here and let us know when you have done this. 

 

Thanks 

ctsnww
Newbie
Posts: 5
Registered: ‎24-06-2018

Re: Router auto rebooting

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

Waz
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 42
Registered: ‎18-06-2018

Re: Router auto rebooting

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.

Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Router auto rebooting

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.

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
ctsnww
Newbie
Posts: 5
Registered: ‎24-06-2018

Re: Router auto rebooting

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]
plusnettony
Plusnet Staff
Plusnet Staff
Posts: 2,188
Thanks: 48
Fixes: 18
Registered: ‎24-07-2014

Re: Router auto rebooting

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
ctsnww
Newbie
Posts: 5
Registered: ‎24-06-2018

Re: Router auto rebooting

The line looks better on the tests but I will want to monitor it over the rest of this week.

plusnettony
Plusnet Staff
Plusnet Staff
Posts: 2,188
Thanks: 48
Fixes: 18
Registered: ‎24-07-2014

Re: Router auto rebooting

I'd always advise that on intermittent issues. I've passed the ticket back to you, but feel free to reply here, or on the ticket if the issue does come back. The ticket won't shut for 14 days.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team