Internet may not be available, but VPN works?

[#1]

I've just been on chat, and they told me that the fault I raised was closed with the advice to tell you when the issue reoccurs so you can get the logs. And they said that I needed to do that on this community....which seems a bit odd TBH.
Anyway, can you arrange for the logs to be exported before I reboot (can't use the DNS change on all the smart TVs and a reboot fixes it for a while)

[#2]

Hi @Liamh,

Apologies regarding my colleague's previous post, @MisterW is correct.

I am afraid we would not be able to provide the logs however this can be retrieved from the 'Event Log' on the router admin page.

[#3]

Ok, so how do I export the full log and who do I send it to?
The person on chat said I had to ask on here...

[#4]

Hi @Liamh,

As long as all the information is included, a screenshot should be sufficient.

[#5]

Hi @TheMightyAJ , I'm not keen on posting log info in a public forum, so I've sent you the info in a private message. I've got a txt file I can send if you let me have an email address.

[#6]

I may be wrong here but I didnt think the normal event log provided the level of detail needed to analyse the problem. It was suggested on this thread https://community.plus.net/t5/My-Router/Hub-One-DNS-not-working/td-p/1610546 by @bobpullen that a wireshark capture may be more useful.

[#7]

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@Liamh wrote:
Hi @TheMightyAJ , I'm not keen on posting log info in a public forum, so I've sent you the info in a private message. I've got a txt file I can send if you let me have an email address.

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Hi @TheMightyAJ, has anyone looked at the logs I sent? I'm still getting DNS issues every couple of days and having to reboot the router. 

Another issue I've noticed that might be related is that when there are DNS issues, the restart button on top of the router doesn't work, and I have to use the toggle button at the back to reboot.....

[#8]

Hi @Liamh,

Thanks for getting back in touch and I apologise for the delayed response. After speaking to a couple of different colleagues we believe there's two potential resolutions that could be implemented on your end of things. The first suggestion would be to change the DNS on all of your different devices, which I'll admit isn't ideal. The second suggestion would be to use an alternate 3rd party router instead of the current one and then setting up google's DNS on it. Do you have an alternate router that you could use to do this?

[#9]

Thanks, option 1 isn't viable for all of my devices as I don't have admin access to some work devices. Option 2 is a non starter, I don't have another router! Is there an option 3... Do Plusnet have other types of router that allow DNS config changes?

[#10]

You can pick up a BT Business smarthub 6 pretty cheap on ebay - full compatible with PN much better than the hub one and you can change the DNS. (Has to be the business one.)

[#11]

@Liamh, this sounds like an acknowledged issue regarding the DNS proxying on the Hub One that we've had open for some time now (ref: CPE-61/PNVDSL-84).

Can you confirm a few things for me?

1. When the issue occurs, do you have access to a laptop/computer it affects? If so, can you try running a lookup from a command line to both the router and the Plusnet DNS servers, e.g:
nslookup bbc.co.uk 192.168.1.254
nslookup bbc.co.uk 212.169.6.10

If the first fails but the second succeeds, then it just helps provide evidence that we're looking at the same issue.

2. If you can't do the above, then try specifying the Plusnet DNS servers on one of your devices and see if it 'fixes' things (you can use 212.159.6.9 and 212.159.6.10).

3. Try enabling Safeguard on your account, waiting 15 minutes or so, then disabling it. Once done, disconnect and reconnect or powercycle your router. Keep an eye on the situation and see if the problem continues to occur.

4. We might want to arrange a remote session with the router vendor to investigate whilst the router is in the error condition. Is this something you think you might be willing to accommodate?

[#12]

Thanks Bob.
1) I'll do this next time it happens
2) I can also try this next time. I do know that changing the device DNS to Google DNS fixes things.
3) I'll do this today
4) Yes, I'm happy to do this.