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TG585V8 router problem?

Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: 13-06-2011

TG585V8 router problem?

Hello
Plusnet supplied TG585v8 router, about 3 years old. Seems to be locking up?
Until recently has been working well and stable, with sync holding sometimes for weeks at a time. (apart from a couple of line faults - Openreach fixed)
The problem first started a couple of weeks ago. I had several loses of internet over a couple of hours. Had to power down the router to reconnect each time.
Over this weekend I have lost the internet about 4 times. Seems to be totally random, various times of the day.
The first time I noticed was when I came home on Saturday morning to see that the router had only the power light on, lit RED.
I tried to access the router but it was not sending out any wireless signal. Powered it off and on again (Using the routers on/off switch).
Router rebooted and all lights and internet came back to operation.
I have since had 3 more failures (latest about 8pm tonight - Sunday), but these times the router has been showing only the power light, but lit once GREEN. Twice RED.
No other lights, no wireless or LAN connection available.
Each time I have powered down the router and it has come back on as normal.
When it is connected everything is fine, stats SNR etc.are as normal for my line.
Normally when I have had any problems the router has automatically reconnected, not these times.
I would have hoped a router would last longer than 3 years !   Undecided
Does anyone have any thoughts, suggestions or tests that I can do?
Derek
9 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: TG585V8 router problem?

Hi Derek,
I'm really sorry for the problems that you are having with your router ad your connection overall.
I've taken a look at your line and I think, from what I can see, it's possible that you have a Line Fault.
Can you please raise a fault online at http://faults.plus.net so we can get this looked at please?
Chris Pettitt
Cloud Environments Engineer
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: 13-06-2011

Re: TG585V8 router problem?

Chris thank you for your message.
I have just arrived home and I noticed the router had just the red power light on again. I don't know how long it had been like that.  Sad
Reboot solved it for the moment.
I will follow the link you have provided.
If I had a line fault shouldn't the router automatically try to reconnect?  Undecided
Derek
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: 13-06-2011

Re: TG585V8 router problem?

I have tried the fault report link, but it does not allow me to answer with my symptoms so it was unable to help me.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: TG585V8 router problem?

Thanks for doing that for us.
A Fault Ticket has been logged under Ticket: 82956290 which will be replied to by our Faults Team within the next 48-72 hours.
Chris Pettitt
Cloud Environments Engineer
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: 13-06-2011

Re: TG585V8 router problem?

Thank you Chris
Red power light - no wireless etc.when I got home last night.  Angry
While I wait for my ticket to be answered.
I am getting pretty sure that the router is faulty.  Undecided
I upgraded to the Unlimited (Contracted) package, from Value, earlier this month, due to start 1st April. Along with 12 months Line Rental Saver.
Am I correct in remembering a message saying I could request a new router, from customer service, if wanted/needed, once my new contract was up and running ?
If so I may wait and give that a try.
Derek
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: TG585V8 router problem?

Hi Derek,
You can take a new router from us as part of that contract, it'll only cost you £5.99 to cover the Postage and Packaging. Given the situation, if you could give us a ring on 0800 432 0200 we'd be happy to take the payment and get a new router sent out to you beforehand?
Chris Pettitt
Cloud Environments Engineer
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: 13-06-2011

Re: TG585V8 router problem?

Chris Thank you for all your help. Smiley
Follow up:
Phoned CS for new router, received and installed Saturday -. 1st connection  RX Sync 5326    Noise margin  6.1  About the best speed I have had on this line.
I haven't needed to touch it and that is where it has stayed since.
Uptime: 4 days, 2:30:05   
DSL Type: ITU-T G.992.3   
Bandwidth (Up/Down) [kbps/kbps]: 440 / 5,326
Data Transferred (Sent/Received) [MB/GB]: 193.23 / 2.07
Output Power (Up/Down) [dBm]: 12.7 / 0.0
Line Attenuation (Up/Down) [dB]: 24.3 / 47.0
SN Margin (Up/Down) [dB]: 25.7 / 6.1
SN margin drops to about 3dB at night but holds the line fine.
Over 4 days now, longest connection I have had for weeks.  Grin
Derek
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: TG585V8 router problem?

Hi Derek and thanks for posting back Smiley
I'm glad you've managed to get everything sorted, that really is great news.
Here's to a long standing connection and good speeds moving forward!
Chris Pettitt
Cloud Environments Engineer
Stumpy21
Rising Star
Posts: 156
Thanks: 6
Fixes: 1
Registered: 13-06-2011

Re: TG585V8 router problem?

New TG582n router
Have removed text and started new thread