Router keeps disconnecting
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Router keeps disconnecting
21-04-2024 7:58 AM
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I am not at all technically savvy. Over the past week my router has been disconnecting, or dropping off, and I keep having to press the restart button. I have looked at the various 'help' topics, and checked all the connections etc. Any suggestions please?
Re: Router keeps disconnecting
21-04-2024 8:08 AM
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Which router do you have? Are there any clues in the error log?
Re: Router keeps disconnecting
21-04-2024 8:20 AM
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The router is a a Plusnet Hub Two. Where do I find the error log please?
Re: Router keeps disconnecting
21-04-2024 8:25 AM
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A picture paints a thousand words. Log into the Hub, and then negotiate to this page. Once you are there, hit the 'export' button and attach the resulting file to a reply - we can then examine that.
Re: Router keeps disconnecting
21-04-2024 8:34 AM
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As they say, you learn something new every day!
Jan
Re: Router keeps disconnecting
21-04-2024 8:43 AM
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That is not the error log - you have posted the Technical Information page, which kind of helps, as it shows you are disconnecting from the internet.
As you say you are 'not technical', can I suggest you follow the below, which should make PN carry out some checks for you.
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/
Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.
The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.
Re: Router keeps disconnecting
21-04-2024 8:55 AM
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Sorry!
Quiet line test - no noise. Attached the event log.
(Will not be around now until later)
Thank you for your patience.
Jan
Re: Router keeps disconnecting
21-04-2024 9:08 AM
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@Dan_the_Van Looking at that Error log, I'm suspecting a duff Hub, but maybe I'm wrong?
Re: Router keeps disconnecting
21-04-2024 9:20 AM - edited 21-04-2024 9:20 AM
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I've asked for this to be moved to the Broadband forum, its not Full Fibre
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.
Re: Router keeps disconnecting
21-04-2024 9:23 AM
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So did I - earlier. 😉
Re: Router keeps disconnecting
21-04-2024 9:33 AM
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This is the last DSL link message
03:41:42, 10 Apr. DSL Link Down: duration was 75464 seconds
There are many "PPP: Sending PADI" messages that the WAN log is full.
There are PPPoE disconnects PPP: LCP down which the Hub is not recovering from.
Could be the Hub or the port/card it is connected to
Re: Router keeps disconnecting
21-04-2024 9:39 AM
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OK, thanks @Dan_the_Van . I'll ask the OP a few more questions when they return.
Re: Router keeps disconnecting
21-04-2024 9:53 AM
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I'll look out for your questions, be interested if the light goes solid orange during the outage, not expecting flashing as the DSL connection has not dropped
06:40:24, 21 Apr. WAN Sensing Auto sensing Complete, interface selected
06:40:24, 21 Apr. SIP WAN DOWN
06:40:24, 21 Apr. PPP: Starting PPP daemon
06:40:23, 21 Apr. WAN Sensing Auto sensing Running
06:40:23, 21 Apr. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
06:40:22, 21 Apr. PPP: Stopped PPP daemon(0,1,5)
06:40:19, 21 Apr. PPP LCP Send Termination Request (User request)
06:40:16, 21 Apr. PPP LCP Send Termination Request (Peer not responding)
06:40:16, 21 Apr. PPP: IPCP down
06:40:16, 21 Apr. PPP: LCP down
20:55:14, 20 Apr. WAN Sensing Auto sensing Complete, interface selected
20:55:14, 20 Apr. SIP WAN DOWN
20:55:14, 20 Apr. PPP: Starting PPP daemon
20:55:14, 20 Apr. WAN Sensing Auto sensing Running
20:55:14, 20 Apr. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
20:55:13, 20 Apr. PPP: Stopped PPP daemon(0,1,5)
20:55:10, 20 Apr. PPP LCP Send Termination Request (User request)
20:55:06, 20 Apr. PPP LCP Send Termination Request (Peer not responding)
20:55:06, 20 Apr. PPP: IPCP down
20:55:06, 20 Apr. PPP: LCP down
The two surviving PPP: LCP down message look the same
Re: Router keeps disconnecting
21-04-2024 12:23 PM
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@Greenwalker A couple of questions for you when you return: How old is the computer you are using (on what operating system)?
How old is the Hub?
As @Dan_the_Van asks above, what happens to the Hub light when get these disconnections?
Re: Router keeps disconnecting
21-04-2024 4:28 PM
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Thanks - in answer to your questions:
The PC is roughly 3 1/2 years old (see date below for Windows)
and: Device name FCSW10-203715
Processor Intel(R) Core(TM) i5-4590 CPU @ 3.30GHz 3.30 GHz
Installed RAM 4.00 GB (3.68 GB usable)
Device ID 7BCF05BD-F2E5-4DA3-9618-34924D3A45CA
Product ID 00330-50000-00000-AAOEM
System type 64-bit operating system, x64-based processor
Edition Windows 10 Pro
Version 22H2
Installed on 02/11/2020
OS build 19045.4291
Experience Windows Feature Experience Pack 1000.19056.1000.0
The Hub is newer, when I changed to 'unlimited fibre extra' in June 2023.
The Hub light is a continuous orange - not pulsing as it does when re-booting (if that's the word)
Hope that helps.
Jan
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