Internet going down repeatedly

[#1]

I've been with plusnet for a few years now, but as of the past day or two, my internet has repeatedly gone on and off like a yoyo. What's even stranger is that the internet is down even when my plusnet hub one has a solid blue light. Additionally, at times when it has the blue light on, I can't even connect to the hub itself using a lan cable to access the helpdesk section. Sometimes I've noticed it switching itself off and then on again and flashing orange with a brief flash of red.

I've shut down most of the wifi devices connecting to it, in case any of them were causing issues (I'm using a desktop pc directly connected to it via the ethernet ports) and have done the usual diagnostic checks such as connecting the router directly to the BT faceplate. 

Some logs are posted below, please feel free to ask me for more information.

18:51:11, 29 Aug.	( 343.580000) WAN operating mode is VDSL
18:51:11, 29 Aug.	( 343.580000) Last WAN operating mode was VDSL
18:51:06, 29 Aug.	( 337.600000) PPP IPCP Receive Configuration ACK
18:51:06, 29 Aug.	( 337.600000) PPP IPCP Send Configuration ACK
18:51:06, 29 Aug.	( 337.590000) PPP IPCP Receive Configuration Request
18:51:06, 29 Aug.	( 337.590000) PPP IPCP Send Configuration Request
18:51:05, 29 Aug.	( 337.580000) PPP IPCP Receive Configuration NAK
18:51:05, 29 Aug.	( 337.580000) PPP IPCP Send Configuration ACK
18:51:05, 29 Aug.	( 337.570000) PPP IPCP Receive Configuration Request
18:51:04, 29 Aug.	( 336.300000) PPP IPCP Send Configuration Request
18:50:59, 29 Aug.	( 330.760000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9989Kbps; SNR Margin Down=14.5dB, Up=14.1dB
18:50:59, 29 Aug.	( 330.750000) CHAP authentication successful
18:50:59, 29 Aug.	( 330.700000) CHAP Receive Challenge
18:50:59, 29 Aug.	( 330.700000) Starting CHAP authentication with peer
18:50:59, 29 Aug.	( 330.700000) PPP LCP Receive Configuration ACK
18:50:59, 29 Aug.	( 330.690000) PPP LCP Send Configuration Request
18:50:59, 29 Aug.	( 330.690000) PPP LCP Receive Configuration Reject
18:50:59, 29 Aug.	( 330.690000) PPP LCP Send Configuration ACK
18:50:59, 29 Aug.	( 330.680000) PPP LCP Receive Configuration Request
18:50:59, 29 Aug.	( 330.680000) PPP LCP Send Configuration Request
18:50:09, 29 Aug.	( 292.680000) PPPoE is down after 1 minutes uptime [Disconnected]
18:49:52, 29 Aug.	( 263.670000) PPP LCP Send Termination Request [PPPoE PADT received]
18:47:37, 29 Aug.	( 128.910000) WAN operating mode is VDSL
18:47:37, 29 Aug.	( 128.910000) Last WAN operating mode was VDSL
18:47:31, 29 Aug.	( 122.600000) PPP IPCP Receive Configuration ACK
18:47:31, 29 Aug.	( 122.600000) PPP IPCP Send Configuration ACK
18:47:31, 29 Aug.	( 122.590000) PPP IPCP Receive Configuration Request
18:47:31, 29 Aug.	( 122.590000) PPP IPCP Send Configuration Request
18:47:31, 29 Aug.	( 122.580000) PPP IPCP Receive Configuration NAK
18:47:31, 29 Aug.	( 122.570000) PPP IPCP Send Configuration ACK
18:47:31, 29 Aug.	( 122.570000) PPP IPCP Receive Configuration Request
18:47:31, 29 Aug.	( 122.560000) PPP IPCP Send Configuration ACK
18:47:31, 29 Aug.	( 122.560000) PPP IPCP Receive Configuration Request
18:47:30, 29 Aug.	( 122.030000) PPP IPCP Send Configuration ACK
18:47:30, 29 Aug.	( 122.030000) PPP IPCP Receive Configuration Request
18:47:28, 29 Aug.	( 119.930000) PPP IPCP Send Configuration Request
18:47:22, 29 Aug.	( 113.870000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9989Kbps; SNR Margin Down=14.5dB, Up=14.1dB
18:47:22, 29 Aug.	( 113.850000) CHAP authentication successful
18:47:22, 29 Aug.	( 113.790000) CHAP Receive Challenge
18:47:22, 29 Aug.	( 113.790000) Starting CHAP authentication with peer
18:47:22, 29 Aug.	( 113.790000) PPP LCP Receive Configuration ACK
18:47:22, 29 Aug.	( 113.780000) PPP LCP Send Configuration Request
18:47:22, 29 Aug.	( 113.770000) PPP LCP Receive Configuration Reject
18:47:22, 29 Aug.	( 113.770000) PPP LCP Send Configuration ACK
18:47:22, 29 Aug.	( 113.770000) PPP LCP Receive Configuration Request
18:47:22, 29 Aug.	( 113.760000) PPP LCP Send Configuration ACK
18:47:22, 29 Aug.	( 113.760000) PPP LCP Receive Configuration Request
18:47:22, 29 Aug.	( 113.750000) PPP LCP Send Configuration Request
18:46:58, 29 Aug.	( 89.690000) PTM over DSL is up
18:46:05, 29 Aug.	( 37.430000) WAN Auto-​sensing running.
18:05:42, 29 Aug.	( 121.530000) WAN operating mode is VDSL
18:05:42, 29 Aug.	( 121.530000) Last WAN operating mode was VDSL
18:05:36, 29 Aug.	( 115.920000) PPP IPCP Receive Configuration ACK
18:05:36, 29 Aug.	( 115.910000) PPP IPCP Send Configuration ACK
18:05:36, 29 Aug.	( 115.910000) PPP IPCP Receive Configuration Request
18:05:36, 29 Aug.	( 115.910000) PPP IPCP Send Configuration Request
18:05:36, 29 Aug.	( 115.890000) PPP IPCP Receive Configuration NAK
18:05:36, 29 Aug.	( 115.890000) PPP IPCP Send Configuration ACK
18:05:36, 29 Aug.	( 115.890000) PPP IPCP Receive Configuration Request
18:05:35, 29 Aug.	( 114.800000) PPP IPCP Send Configuration Request
18:05:30, 29 Aug.	( 109.910000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9989Kbps; SNR Margin Down=14.5dB, Up=14.2dB
18:05:30, 29 Aug.	( 109.890000) CHAP authentication successful
18:05:30, 29 Aug.	( 109.830000) CHAP Receive Challenge
18:05:30, 29 Aug.	( 109.830000) Starting CHAP authentication with peer
18:05:30, 29 Aug.	( 109.830000) PPP LCP Receive Configuration ACK
18:05:30, 29 Aug.	( 109.820000) PPP LCP Send Configuration Request
18:05:30, 29 Aug.	( 109.820000) PPP LCP Receive Configuration Reject
18:05:30, 29 Aug.	( 109.810000) PPP LCP Send Configuration ACK
18:05:30, 29 Aug.	( 109.810000) PPP LCP Receive Configuration Request
18:05:30, 29 Aug.	( 109.800000) PPP LCP Send Configuration Request
18:05:08, 29 Aug.	( 87.640000) PTM over DSL is up
18:04:18, 29 Aug.	( 37.080000) WAN Auto-​sensing running.
12:03:53, 29 Aug.	( 470.870000) WAN operating mode is VDSL
12:03:53, 29 Aug.	( 470.870000) Last WAN operating mode was VDSL
12:03:47, 29 Aug.	( 464.130000) PPP IPCP Receive Configuration ACK
12:03:47, 29 Aug.	( 464.120000) PPP IPCP Send Configuration Request
12:03:47, 29 Aug.	( 464.110000) PPP IPCP Receive Configuration NAK
12:03:47, 29 Aug.	( 464.100000) PPP IPCP Send Configuration ACK
12:03:47, 29 Aug.	( 464.100000) PPP IPCP Receive Configuration Request
12:03:44, 29 Aug.	( 462.020000) PPP IPCP Send Configuration Request
12:03:38, 29 Aug.	( 455.340000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9989Kbps; SNR Margin Down=14.5dB, Up=14.3dB
12:03:38, 29 Aug.	( 455.330000) CHAP authentication successful
12:03:38, 29 Aug.	( 455.260000) CHAP Receive Challenge
12:03:38, 29 Aug.	( 455.260000) Starting CHAP authentication with peer
12:03:38, 29 Aug.	( 455.250000) PPP LCP Receive Configuration ACK
12:03:38, 29 Aug.	( 455.240000) PPP LCP Send Configuration Request
12:03:38, 29 Aug.	( 455.240000) PPP LCP Receive Configuration Reject
12:03:38, 29 Aug.	( 455.240000) PPP LCP Send Configuration ACK
12:03:38, 29 Aug.	( 455.230000) PPP LCP Receive Configuration Request
12:03:38, 29 Aug.	( 455.190000) PPP LCP Send Configuration Request
12:03:06, 29 Aug.	( 423.300000) PPPoE is down after 0 minutes uptime [Disconnected]
12:02:17, 29 Aug.	( 375.000000) WAN operating mode is VDSL
12:02:17, 29 Aug.	( 375.000000) Last WAN operating mode was VDSL
12:02:10, 29 Aug.	( 367.450000) PPP IPCP Receive Configuration ACK
12:02:07, 29 Aug.	( 364.300000) PPP IPCP Send Configuration Request
12:02:06, 29 Aug.	( 363.900000) PPP IPCP Send Configuration ACK
12:02:06, 29 Aug.	( 363.890000) PPP IPCP Receive Configuration Request
12:02:04, 29 Aug.	( 361.290000) PPP IPCP Send Configuration Request
12:02:04, 29 Aug.	( 361.270000) PPP IPCP Receive Configuration NAK
12:02:03, 29 Aug.	( 360.910000) PPP IPCP Send Configuration ACK

[#2]

I am online with plusnet's internet but even now I cannot access the router. This is what I see.

[#3 · Accepted solution]

Hi @cannonski

Thanks for getting in touch.

I can see that there are numerous drops on your connection, which initially would suggest something line related, however, all testing shows clear and the symptoms you've described are more likely to relate to the router.

I've arranged for a router to be sent to you - if this doesn't resolve the issue, please raise a fault here and we'll get someone to take a look at this for you.

Let us know how you get on.

Best wishes

Dave

[#4]

Thanks for the quick response. The router arrived today and is up and running with no problems so far. Hopefully that will solve the issue.

[#5]

Thanks for getting back to us @cannonski.

I'm glad to hear that things are looking better.

If you have any further issues let us know