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Ongoing issue

pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Ongoing issue

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.

19 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: Ongoing issue

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

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

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.....

Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: Ongoing issue

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

Connection logs

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

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?

Plusnet Help Team
Plusnet Help Team
Posts: 10,169
Thanks: 3,209
Fixes: 514
Registered: ‎21-04-2017

Re: Ongoing issue

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

Yes, and a completely new router.

Plusnet Help Team
Plusnet Help Team
Posts: 6,138
Thanks: 595
Fixes: 231
Registered: ‎01-01-2012

Re: Ongoing issue

Can you access the routers IP address when this happens?

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 Matthew Wheeler
 Plusnet Help Team
pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

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

Plusnet Help Team
Plusnet Help Team
Posts: 6,138
Thanks: 595
Fixes: 231
Registered: ‎01-01-2012

Re: Ongoing issue

When it next happens can you try it?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

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

pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

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

pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

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.

Plusnet Help Team
Plusnet Help Team
Posts: 10,169
Thanks: 3,209
Fixes: 514
Registered: ‎21-04-2017

Re: Ongoing issue

Does this happen using a different device?

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 Anoush Mortazavi
 Plusnet Help Team
pidleynet
Dabbler
Posts: 14
Registered: ‎10-01-2014

Re: Ongoing issue

yes. Have tried 3 different routers now