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Disconnects each night & router forgets broadband password

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Newbie
Posts: 4
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Registered: ‎18-02-2020

Disconnects each night & router forgets broadband password

I'm newly converted to fttc having been on ADSL for 15 years (trouble free). Since going live, each night the router disconnects leaving the broadband red light showing on the router.

In the morning the router can not reconnect without re-entering the broadband password then goes in fine. No problems then until the following night it disconnects again.

The disconnections occur at different times each night so could be something to do with line speed testing. If the router (Plusnet Hub One  Software version 4.7.5.1.83.8.263) retained the broadband password and it just reconnected without intervention then it would not be a problem.

Any help would be appreciated.

11 REPLIES 11
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Newbie
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Registered: ‎18-02-2020

Re: Disconnects each night & router forgets broadband password

I am experiencing exactly the same issue so any feedback on why this is happening would be much appreciated. I have only been signed up since Friday.
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Registered: ‎18-02-2020

Re: Disconnects each night & router forgets broadband password

Went out this afternoon and came back to find the router disconnected. The router logs show multiple cycles of:

 

16:31:20, 18 Feb. (110420.090000) Starting CHAP authentication with peer
16:31:20, 18 Feb. (110420.090000) PPP LCP Receive Configuration ACK
16:31:20, 18 Feb. (110420.070000) PPP LCP Send Configuration ACK
16:31:20, 18 Feb. (110420.070000) PPP LCP Send Configuration Request
16:31:20, 18 Feb. (110420.060000) PPP LCP Receive Configuration Request
16:31:20, 18 Feb. (110419.960000) CHAP Receive Challenge
16:31:20, 18 Feb. (110419.960000) Starting CHAP authentication with peer
16:31:20, 18 Feb. (110419.960000) PPP LCP Receive Configuration ACK
16:31:20, 18 Feb. (110419.950000) PPP LCP Send Configuration Request
16:31:20, 18 Feb. (110419.940000) PPP LCP Receive Configuration Reject
16:31:20, 18 Feb. (110419.940000) PPP LCP Send Configuration ACK
16:31:20, 18 Feb. (110419.930000) PPP LCP Receive Configuration Request
16:31:20, 18 Feb. (110419.930000) PPP LCP Send Configuration Request
16:30:50, 18 Feb. (110389.830000) PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]
16:30:50, 18 Feb. (110389.830000) CHAP authentication failed
16:30:50, 18 Feb. (110389.710000) CHAP Receive Challenge
16:30:50, 18 Feb. (110389.710000) Starting CHAP authentication with peer

 

It looks like this is because the router does not retain the broadband password so Plusnet's end is rejecting the login. Is this usual behaviour for the Plusnet Hub One?

Anyone know?

Can a staff member throw any light upon this?

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Newbie
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Registered: ‎18-02-2020

Re: Disconnects each night & router forgets broadband password

Thought I was out of the woods as there was no disconnection overnight. However, I was disconnected again this afternoon with broadband light showing red and the event log again filled with

"CHAP authentication failed"

and "PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]".

It stayed that way until I logged into the hub and re-entered the broadband password (it remembered the broadband username). Now back up and running, but I am beginning to think that the move from adsl to fibre to the cabinet may have been a mistake as I had been trouble-free for many years.

 

Also tried my old TG582n router but it would not connect.

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Plusnet Help Team
Plusnet Help Team
Posts: 16,894
Thanks: 5,165
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Registered: ‎21-04-2017

Re: Disconnects each night & router forgets broadband password

Thanks for your post @Tonyw1 and @sallymorris79 apologies for the delayed response.

I'm sorry to see your router is losing connection, based on what you've said I suspect this is the link between your router and our hardware management platform failing. I've carried out some maintenance on that now, can you factory reset your router by pushing a paperclip into the reset pin hole at the back until the light goes green?

Let me know if you get any further issues following this.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Registered: ‎18-02-2020

Re: Disconnects each night & router forgets broadband password

Tried this repeatedly this morning after calling you but still fails to reconnect automatically. It's being monitored for 48hours. If that fails to show anything they are going to try a new router.
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Plusnet Help Team
Plusnet Help Team
Posts: 16,894
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Registered: ‎21-04-2017

Re: Disconnects each night & router forgets broadband password

Thanks for getting back to me @sallymorris79 

I could be wrong but I'm not confident this is a fault with the router though, could you try the factory reset one more time?

Just make sure you're holding the button in the pin hole down for 20 seconds. Let me know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Registered: ‎18-02-2020

Re: Disconnects each night & router forgets broadband password

Ok I've tried done that. Only 20 seconds? Is that right? This morning it was 60 seconds each time. I guess I have to wait until morning to see if it disconnects overnight as usual?
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Re: Disconnects each night & router forgets broadband password

@Gandalf thank you for the reply. I have only just picked it up the notification email, but have now reset the router as advised. I was surprised that when the router finished the start-up sequence I only had to put in the router password and it then connected to broadband without having to enter the broadband password. That is certainly an improvement - thank you. 

 

I will monitor the situation and see if the disconnections continue.

 

Thanks again.

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Plusnet Help Team
Plusnet Help Team
Posts: 16,894
Thanks: 5,165
Fixes: 873
Registered: ‎21-04-2017

Re: Disconnects each night & router forgets broadband password

@Tonyw1 That's promising! What should happen is that your Plusnet router talks to the hardware management platform over here asking for the correct credentials. It's not very often I see this type of issue where the link seemingly 'breaks' and the router loses connection even though the link appears to still be there, our resident products wizard @bobpullen may be able to explain in further detail though, but I've never seen an instance where re-adding the router details on to the hardware component as I've done and doing a factory reset hasn't resolved this problem, so fingers crossed all will be good moving forward. Let me know how you get on though.

 

@sallymorris79 It's generally only 20 seconds, or just until the light along the front goes green. Yeah, as the problem's intermittent we'll give it some time to see if the router disconnects again. Let me know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Newbie
Posts: 4
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Registered: ‎18-02-2020

Re: Disconnects each night & router forgets broadband password

No disconnect over night. Hopefully the changes you've made have resolved the issue permanently. Thanks very much.
Plusnet Help Team
Plusnet Help Team
Posts: 16,894
Thanks: 5,165
Fixes: 873
Registered: ‎21-04-2017

Re: Disconnects each night & router forgets broadband password

Glad to hear that! I've checked your connection and it's looking better too from this side:

Let me know if there's anything else you'd need help with.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team