Router keeps disconnecting

[#1]

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?

[#2]

Which router do you have? Are there any clues in the error log?

[#3]

The router is a a Plusnet Hub Two. Where do I find the error log please?

[#4]

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.

[#5]

As they say, you learn something new every day!

Jan

[#6]

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.

[#7]

Sorry!

Quiet line test - no noise. Attached the event log.

(Will not be around now until later)

Thank you for your patience.

Jan

[#8]

@Dan_the_Van Looking at that Error log, I'm suspecting a duff Hub, but maybe I'm wrong?

[#9]

I've asked for this to be moved to the Broadband forum, its not Full Fibre

[#10]

So did I - earlier. 😉

[#11]

@jab1 

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

[#12]

OK, thanks @Dan_the_Van . I'll ask the OP a few more questions when they return.

[#13]

@jab1 

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 

[#14]

@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?

[#15]

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