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Internet frequently disconnects at random times

Plusnet Help Team
Plusnet Help Team
Posts: 14,480
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Registered: ‎27-04-2007

Re: Internet frequently disconnects at random times

Hi there, unfortunately it looks like there's a fault with the line you've been moved on to. I've reported it to Openreach and have added an update to ticket  185638588 for you. - Adam 

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 Adam Walker
 Plusnet Help Team
lakortha
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Registered: ‎16-12-2018

Re: Internet frequently disconnects at random times

Thanks Adam,

 

One thing I have noticed with my net being down is something which could be causing the dropouts.

Every so often, the router itself will change the orange light to green, and go through a restart process, just like I would have done it myself. In essence, it looks like the router I have is restarting itself without me interfering with it.

Is it possible I have a faulty router? Is it possible to look at replacing and trying a different router once the line is fixed?

Thanks again.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Internet frequently disconnects at random times

That could be the cause or there could be two separate issues as well.

Once the line fault is fixed if that's still happening we'll look at that as the next port of call

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 Matthew Wheeler
 Plusnet Help Team
lakortha
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Registered: ‎16-12-2018

Re: Internet frequently disconnects at random times

Thank you once again.

I am pleased to announce that my line has returned to being active, but the disconnects / dropouts are still occurring. Just had another one about 11:30am today.

 

EDIT:

Just going through the event logs of the router prior to the reboot / dropouts, seeing a pattern here:

11:29:27, 30 Dec. ( 15.090000) System start 
11:29:27, 30 Dec. ( 15.080000) Boot reason: watchdog reset (cause: 0x3)

 

12:17:53, 30 Dec. ( 15.040000) System start 
12:17:53, 30 Dec. ( 15.040000) Boot reason: watchdog reset (cause: 0x3)

 

It looks like this is where the problem starts from, hope this helps.

Plusnet Help Team
Plusnet Help Team
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Re: Internet frequently disconnects at random times

Thanks for the extra info.

Can you confirm if you have any Amazon devices connected?

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 Matthew Wheeler
 Plusnet Help Team
lakortha
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Registered: ‎16-12-2018

Re: Internet frequently disconnects at random times

I don't have any amazon devices connected, although I could try turning off a few of the Wi-Fi connected devices (TV, printer and phone) and see if this makes a difference?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Internet frequently disconnects at random times

Hi @lakortha,

 

Thank you for confirming that you don't have any Amazon devices connected.

 

I've checked on the fault and can see that our tests are still indicating an external fault. Our suppliers are currently investigating this and their estimated response time is by midnight on the 2nd of January. Our faults team will be in touch once we have an update.

 

If your connection is still dropping once the external fault has been resolved, it would be worth trying turning off a few devices to see if the drops stop but for the time being we don't need you to do any further checks on your side.

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 Emily D
 Plusnet Help Team
lakortha
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Re: Internet frequently disconnects at random times

Thanks Emily,

 

I can confirm that I have disabled all Wi-Fi enabled devices to my router, so all I have connected for now is my computer with an ethernet cable, lets see if anything changes.

lakortha
Dabbler
Posts: 17
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Registered: ‎16-12-2018

Re: Internet frequently disconnects at random times

So, the 2nd of January has come and gone, still having these random drop outs. Here is a list of all the dropouts over the last 24 hours, I count 16 times.

To confirm, I have tried with my devices connected via wifi, without my devices connected by wifi. If the problem is not with the line then is it with the router itself?

00:07:40, 06 Jan. ( 29.780000) System up, firmware version: 4.7.5.1.83.8.259
00:07:25, 06 Jan. ( 15.260000) System start 
00:07:25, 06 Jan. ( 15.260000) Boot reason: watchdog reset (cause: 0x3)
23:56:35, 05 Jan. ( 30.190000) System up, firmware version: 4.7.5.1.83.8.259
23:56:20, 05 Jan. ( 15.300000) System start 
23:56:20, 05 Jan. ( 15.300000) Boot reason: watchdog reset (cause: 0x3)
22:36:01, 05 Jan. ( 30.380000) System up, firmware version: 4.7.5.1.83.8.259
22:35:46, 05 Jan. ( 15.280000) System start 
22:35:46, 05 Jan. ( 15.280000) Boot reason: watchdog reset (cause: 0x3)
21:45:47, 05 Jan. ( 30.150000) System up, firmware version: 4.7.5.1.83.8.259
21:45:32, 05 Jan. ( 15.350000) System start 
21:45:32, 05 Jan. ( 15.350000) Boot reason: watchdog reset (cause: 0x3)
17:19:52, 05 Jan. ( 30.730000) System up, firmware version: 4.7.5.1.83.8.259
17:19:36, 05 Jan. ( 15.380000) System start 
17:19:36, 05 Jan. ( 15.370000) Boot reason: watchdog reset (cause: 0x3)
13:03:18, 05 Jan. ( 30.550000) System up, firmware version: 4.7.5.1.83.8.259
13:03:02, 05 Jan. ( 15.290000) System start 
13:03:02, 05 Jan. ( 15.290000) Boot reason: watchdog reset (cause: 0x3)
12:10:20, 05 Jan. ( 27.450000) System up, firmware version: 4.7.5.1.83.8.259
12:10:07, 05 Jan. ( 15.270000) System start 
12:10:07, 05 Jan. ( 15.270000) Boot reason: watchdog reset (cause: 0x3)
12:02:48, 05 Jan. ( 29.740000) System up, firmware version: 4.7.5.1.83.8.259
12:02:33, 05 Jan. ( 15.290000) System start 
12:02:33, 05 Jan. ( 15.290000) Boot reason: watchdog reset (cause: 0x3)
10:06:45, 05 Jan. ( 30.610000) System up, firmware version: 4.7.5.1.83.8.259
10:06:29, 05 Jan. ( 15.310000) System start 
10:06:29, 05 Jan. ( 15.310000) Boot reason: watchdog reset (cause: 0x3)
05:09:58, 05 Jan. ( 29.820000) System up, firmware version: 4.7.5.1.83.8.259
05:09:43, 05 Jan. ( 15.220000) System start 
05:09:43, 05 Jan. ( 15.220000) Boot reason: watchdog reset (cause: 0x3)
05:01:35, 05 Jan. ( 30.990000) System up, firmware version: 4.7.5.1.83.8.259
05:01:19, 05 Jan. ( 15.250000) System start 
05:01:19, 05 Jan. ( 15.250000) Boot reason: watchdog reset (cause: 0x3)
04:53:11, 05 Jan. ( 31.560000) System up, firmware version: 4.7.5.1.83.8.259
04:52:54, 05 Jan. ( 15.260000) System start 
04:52:54, 05 Jan. ( 15.260000) Boot reason: watchdog reset (cause: 0x3)
03:51:25, 05 Jan. ( 29.820000) System up, firmware version: 4.7.5.1.83.8.259
03:51:10, 05 Jan. ( 15.230000) System start 
03:51:10, 05 Jan. ( 15.230000) Boot reason: watchdog reset (cause: 0x3)
03:21:10, 05 Jan. ( 29.610000) System up, firmware version: 4.7.5.1.83.8.259
03:20:55, 05 Jan. ( 15.260000) System start 
03:20:55, 05 Jan. ( 15.250000) Boot reason: watchdog reset (cause: 0x3)
02:52:45, 05 Jan. ( 29.460000) System up, firmware version: 4.7.5.1.83.8.259
02:52:30, 05 Jan. ( 15.260000) System start 
02:52:30, 05 Jan. ( 15.260000) Boot reason: watchdog reset (cause: 0x3)
01:04:22, 05 Jan. ( 31.020000) System up, firmware version: 4.7.5.1.83.8.259
01:04:06, 05 Jan. ( 15.280000) System start 
01:04:06, 05 Jan. ( 15.280000) Boot reason: watchdog reset (cause: 0x3)
Plusnet Help Team
Plusnet Help Team
Posts: 1,412
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Registered: ‎26-03-2018

Re: Internet frequently disconnects at random times

@lakortha - I'm so sorry to hear this is still happening. 

 

I can see that this is replicated from our end as well; 

 

 

My tests today have not identified a fault, and as your router is still within it's RMA period, I've organised a replacement to be sent to you. 

 

Can you let us know when you receive this? 

 

Thanks, 

MoR

 

 

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 MoR
 Plusnet Help Team
lakortha
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Registered: ‎16-12-2018

Re: Internet frequently disconnects at random times

Ok thank you, I'll wait until the new router turns up and swap them over.

Do you have a returns policy should the new router not work or the old one be found faulty?

Plusnet Help Team
Plusnet Help Team
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Re: Internet frequently disconnects at random times

You should receive a returns bag with the new router, to send the old router back. If you continue to experience the same issues with the new router, it may just indicate that the router isn't actually the cause of the problems you're experiencing and we'll need to investigate further.

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 Harry Beesley
 Plusnet Infrastructure Operations Professional
lakortha
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Re: Internet frequently disconnects at random times

Thank you HarryB,

 

So a few weeks have passed with the use of the new router and everything was fine, although I have started to see the disconnects creep back up again. What other steps could be taken to look at this?

In addition, I have the returns bag for my old router although I mistakenly threw away the information to label up the bag, is there another way I can label up the bag and post back?

 

Thank you once again.

Plusnet Help Team
Plusnet Help Team
Posts: 1,412
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Registered: ‎26-03-2018

Re: Internet frequently disconnects at random times

Hi @lakortha

 

We are actually part of the WEEE Scheme - you can find out how to get your old router returned and recycled here 

 

Sorry to hear your noticing disconnections again. 

 

I've checked your RADIUS and I can see that there is roughly one disconnect every day - but these don't seem to be following any form of pattern, which is a good indicator to begin with; 

 

 

I've tested your circuit and we are not finding any faults which would cause this to happen. 

 

Due to this, some internal checks will be required.

 

Can you run through our troubleshooting guides 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 your internal wiring, face plates and extension sockets as being the cause of these drops. 


How to locate the test socket and set your connection into it can be found here


If the problem still persists, please can you raise a fault here and let us know cone you have done it? 

 

Thanks, 

MoR

 

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 MoR
 Plusnet Help Team
lakortha
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Re: Internet frequently disconnects at random times

Thanks @MasterOfReality,

 

I know this is a bit of a necro (my work life forces me to work away for long periods), but I have done a bit of reading around the forums and noticed that the watchdog reset could be related to the 5GHz wireless connection. I have disabled this for now and will see if anything changes in terms of stability.

The other checks you mentioned in your post I have already done a lot of, back when the technicians came and fitted a newer 5C master socket, so fingers crossed.