Ongoing issue

[#1]

Good morning

I have an ongoing problem and wondered whether anyone else has had a similar issue:

My fibre router keeps 'hanging'. Blue light is on, but there is no internet connection (wifi or cabled). Router has been replaced and this still happens. It can be stable for a good while but then will happen 3 or 4 times in a day.

I raised a fault and was told there's no issue with the line etc., and to try disconnecting items that are attached to the broadband. We've got to the point where nothing it turned on any more until it's needed and it still happens - last night only 2 phones were connected. Broadband was working when we went out and when we returned home it had 'hung'. Again, blue light on router showing but no internet.

I have a secondary router that's set up as a slave, and is CAT5 wired to the main router. That's all that's connected now.

Any help appreciated, otherwise the only router is to look at changing suppliers.

[#2]

Hi there, have you connected directly to the first router with your devices and eliminated the secondary one from being an issue? -Chris

[#3]

When it's 'hanging' I have tried connecting to the main router, yes, and I get no internet connection. Unplugging everything (including the slave router) makes no difference. What I can't understand (and I don't think the PlusNet fault team did either) if why the blue light is still on indicating all is well.....

[#4]

Do you have a record of when this is happening? Our connection logs are showing a few disconnections, but not many at all:

[#5]

It happened several times yesterday. If it's a disconnection, then why is the blue light still showing and nothing apart from a router re-start will clear it?

[#6]

Hmm, have you tried a factory reset of your router?

[#7]

Yes, and a completely new router.

[#8]

Can you access the routers IP address when this happens?

[#9]

I think not. I'm sure I tried this but it didn't connect

[#10]

When it next happens can you try it?

[#11]

Will do. I expect it will be today at some point. Cheers

[#12]

Was locked up this morning. Could connect to the router via IP and it showed as connected to broadband. Dis-connected and then re-connected from the hub home page. Showed connected but no broadband. Blue light on. Only thing that will clear was router re-start

[#13]

Locked again just now. Had laptop connected to the router via network cable. Router showed connected but no broadband on browser. Network indicator showing limited connection - no internet connection.

Not much hair left now.

[#14]

Does this happen using a different device?

[#15]

yes. Have tried 3 different routers now