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PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

FIXED
gigio68
Hooked
Posts: 9
Thanks: 7
Registered: 14-06-2018

PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Hopefully this will help speed up this issue which started a few weeks ago, though it had not directly affected me, as I worked away from home and the family did not complain about intermittent internet connection.

I have been experiencing a fairly frequent number of disconnections from Internet (once every 10 minutes this morning and a couple of other mornings I have been working from home last week) - detected within the router logs and within my PC VPN logs, while the router light turned from Blue (connected) to flashing Orange (disconnected).

I saw a similar problem from another PlusNet customer was fixed by upgrading the firmware of the router. https://community.plus.net/t5/Fibre-Broadband/New-Hub-One-Router-Disconnects/td-p/1538618/highlight/...

My router's firmware is still stuck at 4.7.5.1.83.8.237.2.2 | Last updated 23/10/17

I have gone through the basic testings (removing the head of the ADSL+telephone socket, connect to the test socket, check phone line does not have noise, etc... without any luck).

As I don't have any other router hanging around and don't want to buy another one:

- How do I upgrade the firmware of this router to 4.7.5.1.83.8.259?

- Can anyone suggest any router to purchase that works under these conditions? (I have an old SKY router, which does not seem to work, even after changing the credentials, and an old BT router - different colour to the PlusNet one - which also does not seem to detect the network 

- What else can I do at my end, other than wait for PlusNet support to contact me?

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29 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 8,965
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Hi there.

Sorry to hear you're experiencing connection problems.

I've reported the fault to our suppliers. As line tests aren't finding the cause it's likely we'll need to arrange an engineer visit to further investigate.

Our faults team will be in touch shortly but if you want to chase this up over here feel free to post back.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
gigio68
Hooked
Posts: 9
Thanks: 7
Registered: 14-06-2018

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Thanks Gandalf for your quick response.

With the week-end ahead of us when do you expect anything back from OpenReach, next week or week after?   

Plusnet Help Team
Plusnet Help Team
Posts: 8,965
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

No worries @gigio68

We've actually heard back from our suppliers BTwholesale 90 minutes ago.

They're wanting us to arrange an engineer visit with you. Can you reply to the ticket with your availability and post back here once you've done so? -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
gigio68
Hooked
Posts: 9
Thanks: 7
Registered: 14-06-2018

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328


@Gandalf wrote:

No worries @gigio68

We've actually heard back from our suppliers BTwholesale 90 minutes ago.

They're wanting us to arrange an engineer visit with you. Can you reply to the ticket with your availability and post back here once you've done so? -Anoush



For sure.

I assume you mean - "PlusNet are making progress with your issue", right?

I believe I am a customer of PlusNet and not OpenReach. Every month PlusNet punctually receives my payment. In exchange, as a customer of Plusnet (not OpenReach), I expect that the Internet and telephone service which Plusnet provides me (as a customer of Plusnet) to be as reliable as possible, for as long as possible.

How Plusnet goes about doing that, frankly, I care very little!

Regarding the visit of the engineer and the clauses for the payment of £65, as I have already said in the ticket in my account, I am only prepared to pay that if there is concrete and demonstrable evidence (backed up with data) that the issue was caused by a broken setup (wires, equipment attached to the router) at my end.

I AM NOT PREPARED TO PAY THE FEE TO PLUSNET:

1. if the engineer sent from your side (whoever he/she works for) cannot find the fault, as the fault has been evidenced in your GEA tests at your end, and I find it ridiculous that Plusnet is being petty on this

2. if the issue gets fixed, I close the ticket, but then the issue reoccurs. PlusNet and I must agree what "FIXED" means - and I will not close the ticket unless PlusNet show me proof and reasons of why the fault occurred in the first place, so that if it happens again PlusNet will be liable to fix it again, at their own expense. I will stress once more: Plusnet must take ownership and responsibility for the cause of the fault.

I have spent an entire day, unable to work efficiently (due to the several Internet disconnections) and unable to take important conference calls while working at home.

I would have expected PlusNet to ask for data and evidence, rather than waving BTwholesale suppliers at me. As you may know, the router, provided by PlusNet, includes a minimal Troubleshooting logging mechanism, and as I am keen to have this issue fixed, I took the liberty to collect some of the logs from the router. These logs cover only a period from 1pm today until a few minutes ago, and I filtered out some of the data that was not needed , focussing mainly on the logged drop-outs and the SNR values in Downlink and Uplink.

I note that at around 1pm my connection struggled to stay up (4, 2, 1 minutes between disconnections, it then stayed up 82 minutes before disconnecting again, then between 3 and 4, a few drop outs agains (4 or 5, I think)).

All in all, the SNR on the Downlink side, seems to be always below 6dB, a threshold which has been highlighted by @bobpullen in another post, within this community, as worth an upgrade of the router.

Rather than having to sign a blank cheque of £65 for the visit of OpenReach, which might not fix my problem, I leave it in the capable hands of PlusNet to check the logs, in the hope that the above software upgrade to my router could be a low-hanging fruit for the fix.

There you go:

20:57:07, 06 Jul. (17194.960000) Host Emmas-​iPhone (MAC 68:fb:7e:16:a5:6f) using IP 192.168.1.73 detected on interface ath10, port -​1
20:38:36, 06 Jul. (16084.650000) PTM over DSL is down after 87 minutes uptime
20:38:36, 06 Jul. (16084.650000) PPPoE is down after 87 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:38:33, 06 Jul. (16081.910000) PPP LCP Send Termination Request [User request]
19:11:32, 06 Jul. (10860.820000) Last WAN operating mode was VDSL
19:11:31, 06 Jul. (10859.650000) PPP IPCP Receive Configuration ACK
19:11:31, 06 Jul. (10859.650000) PPP IPCP Send Configuration Request
19:11:31, 06 Jul. (10859.640000) PPP IPCP Receive Configuration NAK
19:11:31, 06 Jul. (10859.640000) PPP IPCP Send Configuration ACK
19:11:31, 06 Jul. (10859.630000) PPP IPCP Receive Configuration Request
19:11:31, 06 Jul. (10859.630000) PPP IPCP Send Configuration Request
19:11:30, 06 Jul. (10858.630000) PPPoE is up -​ Down Rate=63844Kbps, Up Rate=18169Kbps; SNR Margin Down=5.9dB, Up=10.6dB
19:11:30, 06 Jul. (10858.610000) CHAP authentication successful
19:11:30, 06 Jul. (10858.550000) CHAP Receive Challenge
19:11:30, 06 Jul. (10858.550000) Starting CHAP authentication with peer
19:11:30, 06 Jul. (10858.550000) PPP LCP Receive Configuration ACK
19:11:30, 06 Jul. (10858.540000) PPP LCP Send Configuration Request
19:11:30, 06 Jul. (10858.540000) PPP LCP Receive Configuration Reject
19:11:30, 06 Jul. (10858.540000) PPP LCP Send Configuration ACK
19:11:30, 06 Jul. (10858.530000) PPP LCP Receive Configuration Request
19:11:30, 06 Jul. (10858.530000) PPP LCP Send Configuration Request
19:10:45, 06 Jul. (10813.720000) CWMP: session closed due to error: Could not resolve host
19:10:43, 06 Jul. (10811.680000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
19:10:43, 06 Jul. (10811.670000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:10:41, 06 Jul. (10809.500000) PTM over DSL is up
19:10:10, 06 Jul. (10778.560000) CWMP: session closed due to error: Could not resolve host
19:10:10, 06 Jul. (10778.530000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
19:10:10, 06 Jul. (10778.530000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:10:10, 06 Jul. (10778.210000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:10:07, 06 Jul. (10775.700000) PTM over DSL is down after 107 minutes uptime
19:10:07, 06 Jul. (10775.700000) PPPoE is down after 106 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
19:10:05, 06 Jul. (10773.240000) PPP LCP Send Termination Request [User request]
17:23:54, 06 Jul. ( 4402.540000) PPP IPCP Send Configuration Request
17:23:53, 06 Jul. ( 4401.540000) PPPoE is up -​ Down Rate=63115Kbps, Up Rate=18169Kbps; SNR Margin Down=5.1dB, Up=10.1dB
17:23:53, 06 Jul. ( 4401.520000) CHAP authentication successful
17:23:53, 06 Jul. ( 4401.480000) CHAP Receive Challenge
17:23:53, 06 Jul. ( 4401.480000) Starting CHAP authentication with peer
17:23:53, 06 Jul. ( 4401.480000) PPP LCP Receive Configuration ACK
17:23:53, 06 Jul. ( 4401.470000) PPP LCP Send Configuration Request
17:23:53, 06 Jul. ( 4401.470000) PPP LCP Receive Configuration Reject
17:23:53, 06 Jul. ( 4401.470000) PPP LCP Send Configuration ACK
17:23:53, 06 Jul. ( 4401.460000) PPP LCP Receive Configuration Request
17:23:53, 06 Jul. ( 4401.460000) PPP LCP Send Configuration Request
17:23:46, 06 Jul. ( 4394.620000) Device disconnected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c
17:23:43, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client disassociated
17:23:04, 06 Jul. ( 4352.750000) PTM over DSL is up
17:22:59, 06 Jul. ( 4347.080000) Lease for IP 192.168.1.79 renewed by host 09AA01AC27160BHJ (MAC 18:b4:30:7e:70:2c). Lease duration: 1440 min
17:22:59, 06 Jul. ( 4347.080000) Device connected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c Lease time: 1440 min. Link rate: 40.6 Mbps
17:22:59, 06 Jul. ( 4347.000000) Lease requested
17:22:58, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client associated
17:22:45, 06 Jul. ( 4333.760000) Device disconnected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c
17:22:59, 06 Jul. ( 4347.000000) Lease requested
17:22:58, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client associated
17:22:45, 06 Jul. ( 4333.760000) Device disconnected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c
17:22:42, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client disassociated
17:22:20, 06 Jul. ( 4308.050000) CWMP: session closed due to error: Could not resolve host
17:22:20, 06 Jul. ( 4308.040000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
17:22:20, 06 Jul. ( 4308.030000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
17:21:49, 06 Jul. ( 4277.710000) CWMP: session closed due to error: Could not resolve host
17:21:49, 06 Jul. ( 4277.690000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
17:21:49, 06 Jul. ( 4277.680000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
17:21:49, 06 Jul. ( 4277.370000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
17:21:46, 06 Jul. ( 4274.870000) PTM over DSL is down after 69 minutes uptime
17:21:46, 06 Jul. ( 4274.850000) PPPoE is down after 69 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
17:21:44, 06 Jul. ( 4272.420000) PPP LCP Send Termination Request [User request]
16:12:42, 06 Jul. ( 130.120000) PPP IPCP Receive Configuration ACK
16:12:42, 06 Jul. ( 130.110000) PPP IPCP Send Configuration Request
16:12:42, 06 Jul. ( 130.100000) PPP IPCP Receive Configuration NAK
16:12:42, 06 Jul. ( 130.100000) PPP IPCP Send Configuration ACK
16:12:42, 06 Jul. ( 130.090000) PPP IPCP Receive Configuration Request
16:12:42, 06 Jul. ( 130.090000) PPP IPCP Send Configuration Request
16:12:41, 06 Jul. ( 129.010000) PPPoE is up -​ Down Rate=63593Kbps, Up Rate=18169Kbps; SNR Margin Down=5.1dB, Up=10.4dB
16:12:41, 06 Jul. ( 129.000000) CHAP authentication successful
16:12:41, 06 Jul. ( 128.930000) CHAP Receive Challenge
16:12:41, 06 Jul. ( 128.930000) Starting CHAP authentication with peer
16:12:41, 06 Jul. ( 128.920000) PPP LCP Receive Configuration ACK
16:12:41, 06 Jul. ( 128.920000) PPP LCP Send Configuration Request
16:12:41, 06 Jul. ( 128.920000) PPP LCP Receive Configuration Reject
16:12:41, 06 Jul. ( 128.920000) PPP LCP Send Configuration ACK
16:12:41, 06 Jul. ( 128.910000) PPP LCP Receive Configuration Request
16:12:41, 06 Jul. ( 128.910000) PPP LCP Send Configuration Request
16:12:37, 06 Jul. ( 125.050000) Admin login FAILED by 192.168.1.64 on HTTP
16:12:37, 06 Jul. ath00: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client associated
16:12:37, 06 Jul. ath00: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client disassociated
16:12:07, 06 Jul. ( 95.520000) Lease for IP 192.168.1.79 renewed by host 09AA01AC27160BHJ (MAC 18:b4:30:7e:70:2c). Lease duration: 1440 min
16:12:07, 06 Jul. ( 95.520000) Device connected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c Lease time: 1440 min. Link rate: 52.8 Mbps
16:12:07, 06 Jul. ( 95.440000) Lease requested
16:12:07, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client associated
16:12:04, 06 Jul. ( 92.010000) Host iPhone68 (MAC f0:c1:f1:8d:d9:dd) using IP 192.168.1.67 detected on interface ath10, port -​1
16:12:02, 06 Jul. ( 89.790000) Lease for IP 192.168.1.111 renewed by host GUTORRES (MAC e4:a4:71:4a:cb:17). Lease duration: 1440 min
16:12:02, 06 Jul. ( 89.780000) Device connected: Hostname: GUTORRES IP: 192.168.1.111 MAC: e4:a4:71:4a:cb:17 Lease time: 1440 min. Link rate: 175.5 Mbps
16:12:01, 06 Jul. ( 89.700000) Lease requested
16:12:01, 06 Jul. ath10: STA e4:a4:71:4a:cb:17 IEEE 802.11: Client associated
16:12:01, 06 Jul. ath10: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client associated
16:12:01, 06 Jul. ath10: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client disassociated
16:11:57, 06 Jul. ( 84.810000) Lease for IP 192.168.1.67 renewed by host iPhone68 (MAC f0:c1:f1:8d:d9:dd). Lease duration: 1440 min
16:11:57, 06 Jul. ( 84.810000) Device connected: Hostname: iPhone68 IP: 192.168.1.67 MAC: f0:c1:f1:8d:d9:dd Lease time: 1440 min. Link rate: 27.0 Mbps
16:11:56, 06 Jul. ( 84.730000) Lease requested
16:11:56, 06 Jul. ath00: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client associated
16:11:56, 06 Jul. ath00: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client disassociated
16:11:54, 06 Jul. ( 82.290000) Host iMAC (MAC b8:09:8a:d0:20:31) using IP 192.168.1.64 detected on interface ath00, port -​1
16:11:54, 06 Jul. ( 82.270000) Host Emmas-​iPhone (MAC 68:fb:7e:16:a5:6f) using IP 192.168.1.71 detected on interface ath10, port -​1
16:11:54, 06 Jul. ( 82.020000) Device disconnected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c
16:11:54, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client disassociated
16:11:52, 06 Jul. ( 80.170000) PTM over DSL is up
16:11:47, 06 Jul. ath00: STA 20:68:9d:c4:3e:76 IEEE 802.11: Client associated
16:11:46, 06 Jul. ath10: STA 68:fb:7e:16:a5:6f IEEE 802.11: Client associated
16:11:45, 06 Jul. ath00: STA b8:09:8a:d0:20:31 IEEE 802.11: Client associated
16:11:44, 06 Jul. ( 71.850000) Host iPhone68 (MAC f0:c1:f1:8d:d9:dd) using IP 192.168.1.67 detected on interface ath10, port -​1
16:11:43, 06 Jul. ( 71.610000) CWMP: session closed due to error: Could not resolve host
16:11:43, 06 Jul. ( 71.340000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
16:11:43, 06 Jul. ( 71.330000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
16:11:42, 06 Jul. ( 70.210000) Lease for IP 192.168.1.71 renewed by host Emmas-​iPhone (MAC 68:fb:7e:16:a5:6f). Lease duration: 1440 min
16:11:42, 06 Jul. ( 70.120000) Lease requested
16:11:41, 06 Jul. ath00: STA 68:fb:7e:16:a5:6f IEEE 802.11: Client associated
16:11:35, 06 Jul. ath10: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client associated
16:11:24, 06 Jul. ( 52.610000) New GUI session from IP 192.168.1.64
16:11:19, 06 Jul. ( 47.740000) Lease for IP 192.168.1.67 renewed by host iPhone68 (MAC f0:c1:f1:8d:d9:dd). Lease duration: 1440 min
16:11:19, 06 Jul. ( 47.740000) Device connected: Hostname: iPhone68 IP: 192.168.1.67 MAC: f0:c1:f1:8d:d9:dd Lease time: 1440 min. Link rate: 39.0 Mbps
16:11:19, 06 Jul. ( 47.660000) Lease requested
16:11:19, 06 Jul. ( 47.240000) Lease for IP 192.168.1.64 renewed by host iMAC (MAC b8:09:8a:d0:20:31). Lease duration: 1440 min
16:11:19, 06 Jul. ( 47.240000) Device connected: Hostname: iMAC IP: 192.168.1.64 MAC: b8:09:8a:d0:20:31 Lease time: 1440 min. Link rate: 6.0 Mbps
16:11:19, 06 Jul. ( 47.160000) Lease requested
16:11:17, 06 Jul. ath10: STA b8:09:8a:d0:20:31 IEEE 802.11: Client associated
16:11:16, 06 Jul. ( 44.530000) Lease for IP 192.168.1.89 renewed by host android-​ee9e8c6997461192 (MAC e0:76:d0:f9:99:1e). Lease duration: 1440 min
16:11:16, 06 Jul. ( 44.530000) Device connected: Hostname: android-​ee9e8c6997461192 IP: 192.168.1.89 MAC: e0:76:d0:f9:99:1e Lease time: 1440 min. Link rate: 78.0 Mbps
16:11:16, 06 Jul. ( 44.460000) Lease requested
16:11:16, 06 Jul. ( 44.190000) Lease for IP 192.168.1.79 renewed by host 09AA01AC27160BHJ (MAC 18:b4:30:7e:70:2c). Lease duration: 1440 min
16:11:16, 06 Jul. ( 44.190000) Device connected: Hostname: 09AA01AC27160BHJ IP: 192.168.1.79 MAC: 18:b4:30:7e:70:2c Lease time: 1440 min. Link rate: 39.0 Mbps
16:11:16, 06 Jul. ( 44.120000) Lease requested
16:11:16, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client associated
16:11:15, 06 Jul. ath00: STA f0:c1:f1:8d:d9:dd IEEE 802.11: Client associated
16:11:15, 06 Jul. ath00: STA e0:76:d0:f9:99:1e IEEE 802.11: Client associated
16:11:13, 06 Jul. ( 41.020000) CWMP: session closed due to error: Could not resolve host
16:11:10, 06 Jul. ( 38.340000) WiFi auto selected channel 6
16:11:10, 06 Jul. ( 38.340000) 1-​94::2-​94::3-​93::4-​93::5-​95::6-​94::7-​95::8-​96::9-​96::10-​96::11-​97::12-​97::13-​97
16:11:10, 06 Jul. ( 38.330000) 2.4 GHz Wireless: Rescan, Reason: 'Power-​up'
16:11:09, 06 Jul. ( 37.650000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
16:11:09, 06 Jul. ( 37.650000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
16:11:09, 06 Jul. ( 37.350000) CWMP: Initializing transaction for event code 1 BOOT
16:11:08, 06 Jul. ( 36.240000) WiFi auto selected channel 48
16:11:08, 06 Jul. ( 36.240000) 36-​85::40-​85::44-​84::48-​84::52-​85::56-​84::60-​84::64-​83::100-​90::104-​91::108-​91::112-​92::116-​93::120-​94::124-​95::128-​96
16:11:08, 06 Jul. ( 36.230000) 5 GHz Wireless: Rescan, Reason: 'Power-​up'
16:11:08, 06 Jul. ( 35.770000) WAN Auto-​sensing running.
16:11:03, 06 Jul. ( 30.880000) System up, firmware version: 4.7.5.1.83.8.237.2.2
16:10:59, 06 Jul. ( 26.850000) WPA2 mode selected
16:10:59, 06 Jul. ( 26.850000) WPS enabled
16:10:57, 06 Jul. ( 25.020000) WPA2 mode selected
16:10:57, 06 Jul. ( 25.020000) WPS enabled
16:10:48, 06 Jul. ( 16.600000) System start 
15:59:23, 06 Jul. (17031.970000) PTM over DSL is down after 27 minutes uptime
15:59:23, 06 Jul. (17031.970000) PPPoE is down after 27 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
15:59:21, 06 Jul. (17029.250000) PPP LCP Send Termination Request [User request]
15:32:21, 06 Jul. (15409.460000) PPP IPCP Receive Configuration ACK
15:32:21, 06 Jul. (15409.460000) PPP IPCP Send Configuration Request
15:32:21, 06 Jul. (15409.450000) PPP IPCP Receive Configuration NAK
15:32:21, 06 Jul. (15409.440000) PPP IPCP Send Configuration ACK
15:32:21, 06 Jul. (15409.440000) PPP IPCP Receive Configuration Request
15:32:21, 06 Jul. (15409.420000) PPP IPCP Send Configuration Request
15:32:20, 06 Jul. (15408.270000) PPPoE is up -​ Down Rate=62387Kbps, Up Rate=18169Kbps; SNR Margin Down=5.8dB, Up=9.7dB
15:32:20, 06 Jul. (15408.260000) CHAP authentication successful
15:32:20, 06 Jul. (15408.220000) CHAP Receive Challenge
15:32:20, 06 Jul. (15408.220000) Starting CHAP authentication with peer
15:32:20, 06 Jul. (15408.210000) PPP LCP Receive Configuration ACK
15:32:20, 06 Jul. (15408.210000) PPP LCP Send Configuration Request
15:32:20, 06 Jul. (15408.210000) PPP LCP Receive Configuration Reject
15:32:20, 06 Jul. (15408.200000) PPP LCP Send Configuration ACK
15:32:20, 06 Jul. (15408.200000) PPP LCP Receive Configuration Request
15:32:20, 06 Jul. (15408.200000) PPP LCP Send Configuration Request
15:32:02, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client disassociated
15:31:35, 06 Jul. (15363.430000) CWMP: session closed due to error: Could not resolve host
15:31:32, 06 Jul. (15360.990000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:31:32, 06 Jul. (15360.980000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:31:30, 06 Jul. (15358.240000) PTM over DSL is up
15:30:58, 06 Jul. (15326.930000) CWMP: session closed due to error: Could not resolve host
15:30:58, 06 Jul. (15326.890000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:30:58, 06 Jul. (15326.880000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:30:58, 06 Jul. (15326.570000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:30:55, 06 Jul. (15323.660000) PTM over DSL is down after 2 minutes uptime
15:30:55, 06 Jul. (15323.650000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
15:30:52, 06 Jul. (15320.840000) PPP LCP Send Termination Request [User request]
15:29:03, 06 Jul. (15211.700000) Last WAN operating mode was VDSL
15:29:02, 06 Jul. (15210.410000) PPP IPCP Receive Configuration ACK
15:29:02, 06 Jul. (15210.400000) PPP IPCP Send Configuration Request
15:29:02, 06 Jul. (15210.390000) PPP IPCP Receive Configuration NAK
15:29:02, 06 Jul. (15210.390000) PPP IPCP Send Configuration ACK
15:29:02, 06 Jul. (15210.390000) PPP IPCP Receive Configuration Request
15:29:02, 06 Jul. (15210.370000) PPP IPCP Send Configuration Request
15:29:01, 06 Jul. (15209.260000) PPPoE is up -​ Down Rate=63145Kbps, Up Rate=18169Kbps; SNR Margin Down=4.1dB, Up=10.0dB
15:29:01, 06 Jul. (15209.250000) CHAP authentication successful
15:29:01, 06 Jul. (15209.200000) CHAP Receive Challenge
15:29:01, 06 Jul. (15209.200000) Starting CHAP authentication with peer
15:29:01, 06 Jul. (15209.200000) PPP LCP Receive Configuration ACK
15:29:01, 06 Jul. (15209.190000) PPP LCP Send Configuration Request
15:29:01, 06 Jul. (15209.190000) PPP LCP Receive Configuration Reject
15:29:01, 06 Jul. (15209.190000) PPP LCP Send Configuration ACK
15:29:01, 06 Jul. (15209.180000) PPP LCP Receive Configuration Request
15:29:01, 06 Jul. (15209.180000) PPP LCP Send Configuration Request
15:28:16, 06 Jul. (15164.380000) CWMP: session closed due to error: Could not resolve host
15:28:14, 06 Jul. (15162.150000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:28:13, 06 Jul. (15162.140000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:28:11, 06 Jul. (15159.720000) PTM over DSL is up
15:28:02, 06 Jul. ath10: STA f0:c1:f1:8d:d9:dd IEEE 802.11: WiFi registration failed
15:28:01, 06 Jul. (15150.080000) Wire Lan Port 1 down
15:27:40, 06 Jul. (15128.580000) CWMP: session closed due to error: Could not resolve host
15:27:40, 06 Jul. (15128.550000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:27:40, 06 Jul. (15128.540000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:27:40, 06 Jul. (15128.230000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:27:37, 06 Jul. (15125.400000) PTM over DSL is down after 29 minutes uptime
15:27:37, 06 Jul. (15125.400000) PPPoE is down after 28 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
15:27:34, 06 Jul. (15122.730000) PPP LCP Send Termination Request [User request]
14:59:03, 06 Jul. (13411.690000) WAN operating mode is VDSL
14:59:03, 06 Jul. (13411.690000) Last WAN operating mode was VDSL
14:59:02, 06 Jul. (13410.330000) PPP IPCP Receive Configuration ACK
14:59:02, 06 Jul. (13410.320000) PPP IPCP Send Configuration Request
14:59:02, 06 Jul. (13410.310000) PPP IPCP Receive Configuration NAK
14:59:02, 06 Jul. (13410.310000) PPP IPCP Send Configuration ACK
14:59:02, 06 Jul. (13410.310000) PPP IPCP Receive Configuration Request
14:59:02, 06 Jul. (13410.300000) PPP IPCP Send Configuration Request
14:59:01, 06 Jul. (13409.140000) PPPoE is up -​ Down Rate=62346Kbps, Up Rate=18169Kbps; SNR Margin Down=5.8dB, Up=9.8dB
14:59:00, 06 Jul. (13409.130000) CHAP authentication successful
14:59:00, 06 Jul. (13409.080000) CHAP Receive Challenge
14:59:00, 06 Jul. (13409.080000) Starting CHAP authentication with peer
14:59:00, 06 Jul. (13409.070000) PPP LCP Receive Configuration ACK
14:59:00, 06 Jul. (13409.070000) PPP LCP Send Configuration Request
14:59:00, 06 Jul. (13409.070000) PPP LCP Receive Configuration Reject
14:59:00, 06 Jul. (13409.070000) PPP LCP Send Configuration ACK
14:59:00, 06 Jul. (13409.060000) PPP LCP Receive Configuration Request
14:59:00, 06 Jul. (13409.060000) PPP LCP Send Configuration Request
14:58:57, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client disassociated
14:58:16, 06 Jul. (13364.280000) CWMP: session closed due to error: Could not resolve host
14:58:13, 06 Jul. (13361.960000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
14:58:13, 06 Jul. (13361.950000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:58:13, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client associated
14:58:11, 06 Jul. (13359.490000) PTM over DSL is up
14:58:02, 06 Jul. ath10: STA f0:c1:f1:8d:d9:dd IEEE 802.11: WiFi registration failed
14:57:55, 06 Jul. ath00: STA 18:b4:30:7e:70:2c IEEE 802.11: Client disassociated
14:57:40, 06 Jul. (13328.310000) CWMP: session closed due to error: Could not resolve host
14:57:40, 06 Jul. (13328.290000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
14:57:40, 06 Jul. (13328.280000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:57:39, 06 Jul. (13327.960000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
14:57:37, 06 Jul. (13325.180000) PTM over DSL is down after 16 minutes uptime
14:57:37, 06 Jul. (13325.180000) PPPoE is down after 15 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:57:34, 06 Jul. (13322.530000) PPP LCP Send Termination Request [User request]
14:42:21, 06 Jul. (12409.620000) WAN operating mode is VDSL
14:42:21, 06 Jul. (12409.620000) Last WAN operating mode was VDSL
14:42:20, 06 Jul. (12408.240000) PPP IPCP Receive Configuration ACK
14:42:20, 06 Jul. (12408.230000) PPP IPCP Send Configuration Request
14:42:20, 06 Jul. (12408.220000) PPP IPCP Receive Configuration NAK
14:42:20, 06 Jul. (12408.220000) PPP IPCP Send Configuration ACK
14:42:20, 06 Jul. (12408.220000) PPP IPCP Receive Configuration Request
14:42:20, 06 Jul. (12408.200000) PPP IPCP Send Configuration Request
14:42:18, 06 Jul. (12407.030000) PPPoE is up -​ Down Rate=63283Kbps, Up Rate=18169Kbps; SNR Margin Down=4.0dB, Up=10.5dB
14:42:18, 06 Jul. (12407.020000) CHAP authentication successful
14:42:18, 06 Jul. (12406.950000) CHAP Receive Challenge
14:42:18, 06 Jul. (12406.950000) Starting CHAP authentication with peer
14:42:18, 06 Jul. (12406.950000) PPP LCP Receive Configuration ACK
14:42:18, 06 Jul. (12406.940000) PPP LCP Send Configuration Request
14:42:18, 06 Jul. (12406.940000) PPP LCP Receive Configuration Reject
14:42:18, 06 Jul. (12406.940000) PPP LCP Send Configuration ACK
14:42:18, 06 Jul. (12406.930000) PPP LCP Receive Configuration Request
14:42:18, 06 Jul. (12406.930000) PPP LCP Send Configuration Request
14:41:33, 06 Jul. (12362.120000) CWMP: session closed due to error: Could not resolve host
14:41:31, 06 Jul. (12359.830000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
14:41:31, 06 Jul. (12359.820000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:41:29, 06 Jul. (12357.310000) PTM over DSL is up
14:40:57, 06 Jul. (12326.130000) CWMP: session closed due to error: Could not resolve host
14:40:57, 06 Jul. (12326.100000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
14:40:57, 06 Jul. (12326.100000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:40:57, 06 Jul. (12325.780000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
14:40:54, 06 Jul. (12323.060000) PTM over DSL is down after 4 minutes uptime
14:40:54, 06 Jul. (12323.060000) PPPoE is down after 3 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:40:52, 06 Jul. (12320.380000) PPP LCP Send Termination Request [User request]
14:37:38, 06 Jul. (12126.620000) WAN operating mode is VDSL
14:37:38, 06 Jul. (12126.620000) Last WAN operating mode was VDSL
14:37:37, 06 Jul. (12125.290000) PPP IPCP Receive Configuration ACK
14:37:37, 06 Jul. (12125.280000) PPP IPCP Send Configuration Request
14:37:37, 06 Jul. (12125.270000) PPP IPCP Receive Configuration NAK
14:37:37, 06 Jul. (12125.270000) PPP IPCP Send Configuration ACK
14:37:37, 06 Jul. (12125.270000) PPP IPCP Receive Configuration Request
14:37:37, 06 Jul. (12125.260000) PPP IPCP Send Configuration Request
14:37:35, 06 Jul. (12124.120000) PPPoE is up -​ Down Rate=63444Kbps, Up Rate=18169Kbps; SNR Margin Down=5.8dB, Up=10.5dB
14:37:35, 06 Jul. (12124.100000) CHAP authentication successful
14:37:35, 06 Jul. (12124.060000) CHAP Receive Challenge
14:37:35, 06 Jul. (12124.050000) Starting CHAP authentication with peer
14:37:35, 06 Jul. (12124.050000) PPP LCP Receive Configuration ACK
14:37:35, 06 Jul. (12124.050000) PPP LCP Send Configuration Request
14:37:35, 06 Jul. (12124.040000) PPP LCP Receive Configuration Reject
14:37:35, 06 Jul. (12124.040000) PPP LCP Send Configuration ACK
14:37:35, 06 Jul. (12124.040000) PPP LCP Receive Configuration Request
14:37:35, 06 Jul. (12124.040000) PPP LCP Send Configuration Request
14:36:51, 06 Jul. (12079.210000) CWMP: session closed due to error: Could not resolve host
14:36:48, 06 Jul. (12076.940000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
14:36:48, 06 Jul. (12076.940000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:36:46, 06 Jul. (12074.390000) PTM over DSL is up
14:36:15, 06 Jul. (12043.220000) CWMP: session closed due to error: Could not resolve host
14:36:15, 06 Jul. (12043.200000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
14:36:15, 06 Jul. (12043.190000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:36:14, 06 Jul. (12042.870000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
14:36:12, 06 Jul. (12040.220000) PTM over DSL is down after 82 minutes uptime
14:36:12, 06 Jul. (12040.210000) PPPoE is down after 81 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:36:09, 06 Jul. (12037.510000) PPP LCP Send Termination Request [User request]
13:14:18, 06 Jul. ( 7126.440000) WAN operating mode is VDSL
13:14:18, 06 Jul. ( 7126.430000) Last WAN operating mode was VDSL
13:14:16, 06 Jul. ( 7125.000000) PPP IPCP Receive Configuration ACK
13:14:16, 06 Jul. ( 7124.990000) PPP IPCP Send Configuration Request
13:14:16, 06 Jul. ( 7124.980000) PPP IPCP Receive Configuration NAK
13:14:16, 06 Jul. ( 7124.980000) PPP IPCP Send Configuration ACK
13:14:16, 06 Jul. ( 7124.980000) PPP IPCP Receive Configuration Request
13:14:16, 06 Jul. ( 7124.950000) PPP IPCP Send Configuration Request
13:14:15, 06 Jul. ( 7123.720000) PPPoE is up -​ Down Rate=63250Kbps, Up Rate=18169Kbps; SNR Margin Down=5.7dB, Up=10.1dB
13:14:15, 06 Jul. ( 7123.700000) CHAP authentication successful
13:14:15, 06 Jul. ( 7123.660000) CHAP Receive Challenge
13:14:15, 06 Jul. ( 7123.660000) Starting CHAP authentication with peer
13:14:15, 06 Jul. ( 7123.650000) PPP LCP Receive Configuration ACK
13:14:15, 06 Jul. ( 7123.650000) PPP LCP Send Configuration Request
13:14:15, 06 Jul. ( 7123.650000) PPP LCP Receive Configuration Reject
13:14:15, 06 Jul. ( 7123.640000) PPP LCP Send Configuration ACK
13:14:15, 06 Jul. ( 7123.640000) PPP LCP Receive Configuration Request
13:14:15, 06 Jul. ( 7123.640000) PPP LCP Send Configuration Request
13:13:30, 06 Jul. ( 7078.820000) CWMP: session closed due to error: Could not resolve host
13:13:28, 06 Jul. ( 7076.660000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:13:28, 06 Jul. ( 7076.650000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:13:25, 06 Jul. ( 7073.740000) PTM over DSL is up
13:12:55, 06 Jul. ( 7043.290000) CWMP: session closed due to error: Could not resolve host
13:12:55, 06 Jul. ( 7043.270000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:12:55, 06 Jul. ( 7043.260000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:12:54, 06 Jul. ( 7042.940000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:12:51, 06 Jul. ( 7040.130000) PTM over DSL is down after 1 minutes uptime
13:12:51, 06 Jul. ( 7040.130000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
13:12:49, 06 Jul. ( 7037.330000) PPP LCP Send Termination Request [User request]
13:11:45, 06 Jul. ( 6974.120000) WAN operating mode is VDSL
13:11:45, 06 Jul. ( 6974.120000) Last WAN operating mode was VDSL
13:11:44, 06 Jul. ( 6972.700000) PPP IPCP Receive Configuration ACK
13:11:44, 06 Jul. ( 6972.700000) PPP IPCP Send Configuration Request
13:11:44, 06 Jul. ( 6972.690000) PPP IPCP Receive Configuration NAK
13:11:44, 06 Jul. ( 6972.690000) PPP IPCP Send Configuration ACK
13:11:44, 06 Jul. ( 6972.680000) PPP IPCP Receive Configuration Request
13:11:44, 06 Jul. ( 6972.660000) PPP IPCP Send Configuration Request
13:11:43, 06 Jul. ( 6971.390000) PPPoE is up -​ Down Rate=63339Kbps, Up Rate=18169Kbps; SNR Margin Down=1.2dB, Up=10.1dB
13:11:43, 06 Jul. ( 6971.380000) CHAP authentication successful
13:11:43, 06 Jul. ( 6971.320000) CHAP Receive Challenge
13:11:43, 06 Jul. ( 6971.320000) Starting CHAP authentication with peer
13:11:43, 06 Jul. ( 6971.320000) PPP LCP Receive Configuration ACK
13:11:43, 06 Jul. ( 6971.310000) PPP LCP Send Configuration Request
13:11:43, 06 Jul. ( 6971.310000) PPP LCP Receive Configuration Reject
13:11:43, 06 Jul. ( 6971.310000) PPP LCP Send Configuration ACK
13:11:43, 06 Jul. ( 6971.300000) PPP LCP Receive Configuration Request
13:11:43, 06 Jul. ( 6971.300000) PPP LCP Send Configuration Request
13:10:58, 06 Jul. ( 6926.520000) CWMP: session closed due to error: Could not resolve host
13:10:56, 06 Jul. ( 6924.400000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:10:56, 06 Jul. ( 6924.400000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:10:53, 06 Jul. ( 6921.510000) PTM over DSL is up
13:10:23, 06 Jul. ( 6891.930000) CWMP: session closed due to error: Could not resolve host
13:10:23, 06 Jul. ( 6891.910000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:10:23, 06 Jul. ( 6891.900000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:10:23, 06 Jul. ( 6891.580000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:10:19, 06 Jul. ( 6887.600000) PTM over DSL is down after 2 minutes uptime
13:10:19, 06 Jul. ( 6887.580000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
13:10:16, 06 Jul. ( 6884.780000) PPP LCP Send Termination Request [User request]
13:08:21, 06 Jul. ( 6769.640000) WAN operating mode is VDSL
13:08:21, 06 Jul. ( 6769.640000) Last WAN operating mode was VDSL
13:08:20, 06 Jul. ( 6768.210000) PPP IPCP Receive Configuration ACK
13:08:20, 06 Jul. ( 6768.200000) PPP IPCP Send Configuration Request
13:08:20, 06 Jul. ( 6768.190000) PPP IPCP Receive Configuration NAK
13:08:19, 06 Jul. ( 6767.870000) PPP IPCP Send Configuration ACK
13:08:19, 06 Jul. ( 6767.870000) PPP IPCP Receive Configuration Request
13:08:19, 06 Jul. ( 6767.770000) PPP IPCP Send Configuration Request
13:08:18, 06 Jul. ( 6766.520000) PPPoE is up -​ Down Rate=63425Kbps, Up Rate=18169Kbps; SNR Margin Down=5.0dB, Up=10.0dB
13:08:18, 06 Jul. ( 6766.500000) CHAP authentication successful
13:08:18, 06 Jul. ( 6766.460000) CHAP Receive Challenge
13:08:18, 06 Jul. ( 6766.460000) Starting CHAP authentication with peer
13:08:18, 06 Jul. ( 6766.450000) PPP LCP Receive Configuration ACK
13:08:18, 06 Jul. ( 6766.450000) PPP LCP Send Configuration Request
13:08:18, 06 Jul. ( 6766.440000) PPP LCP Receive Configuration Reject
13:08:18, 06 Jul. ( 6766.440000) PPP LCP Send Configuration ACK
13:08:18, 06 Jul. ( 6766.440000) PPP LCP Receive Configuration Request
13:08:18, 06 Jul. ( 6766.440000) PPP LCP Send Configuration Request
13:07:28, 06 Jul. ( 6716.830000) PTM over DSL is up
13:07:26, 06 Jul. ( 6714.750000) CWMP: session closed due to error: Could not resolve host
13:07:26, 06 Jul. ( 6714.720000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:07:26, 06 Jul. ( 6714.710000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:06:56, 06 Jul. ( 6684.410000) CWMP: session closed due to error: Could not resolve host
13:06:56, 06 Jul. ( 6684.390000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:06:56, 06 Jul. ( 6684.380000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:06:55, 06 Jul. ( 6684.060000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:06:54, 06 Jul. ( 6682.140000) PTM over DSL is down after 4 minutes uptime
13:06:54, 06 Jul. ( 6682.140000) PPPoE is down after 3 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

Plusnet Help Team
Plusnet Help Team
Posts: 66
Thanks: 9
Fixes: 2
Registered: 18-06-2018

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Hi there,

 

Thank you for getting back to us and the supplied logs.  At this time I feel it would still be beneficial for the engineer to visit and understand your hesitations. unfortunately we would need the statement agreed to in full and not in part before we would progress with this. As for any evidence required the engineer would advise where the fault lies and will be discussed at the time of the appointment. 

If this post resolved your issue please click the 'This fixed my problem' button
 Lee Y
 Plusnet Help Team
gigio68
Hooked
Posts: 9
Thanks: 7
Registered: 14-06-2018

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328


@Ndegwa wrote:

Hi there,

 

Thank you for getting back to us and the supplied logs.  At this time I feel it would still be beneficial for the engineer to visit and understand your hesitations. unfortunately we would need the statement agreed to in full and not in part before we would progress with this. As for any evidence required the engineer would advise where the fault lies and will be discussed at the time of the appointment. 


I have already been clear about it.

If this is the way PlusNet treats their customers, I know what to do comes renewal date, unless the service you should provide by contract becomes unusable, at which point I will take actions according to the severity of the issue.

It is also a shame that you treat different customers differently, by pushing fixes to some but not to others.

Let's see how it goes for the next few days. Last night there were no disconnections. 

lewiji
Dabbler
Posts: 12
Thanks: 2
Registered: 04-07-2017

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Just wanted to say that I've been having the exact same problem for months, and have reported it a few times. The problem is very intermittent, on average one disconnect a day but occasionally it will really start to do it frequently for a few days. For this reason I too am reluctant to have a BT engineer in who will, most likely, find no issue after hours in the house due to the random intermittent nature of the problem. I don't want to be charged £65 for that 'service'. I actually did once agree to have an engineer sent - only to hear nothing back.

All this to say - still having this issue (it's been particularly bad the last couple of days again) and would love to know what causes it, since the internal wiring has been verified by the landlord to be correct, the only device on the line is the router and its plugged into the master socket, and the problem still happens in the test socket.
gigio68
Hooked
Posts: 9
Thanks: 7
Registered: 14-06-2018

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

lewiji 

This community has several posts about the same thing. 

I saw a few customers (who accepted the charges) receiving an update of their router firmware.

You can see at the bottom of the router home page at 192.168.1.254 the firmware version of your own router. In my Sagem router (also called Plusnet One Hub, the hub delivered by Plusnet) the firmware is "Software version 4.7.5.1.83.8.237.2.2 | Last updated 23/10/17"

If you look at the post which I have highlighted in another message, you can see (in page 3 of the post) that @bobpullen provided the customer with a patch to the firmware of the router, 4.7.5.1.83.8.259, which seems to have fixed the issue.

All in all, the SNR on the Downlink side, seems to be always below 6dB, a threshold which has been highlighted by @bobpullen in another post, within this community, as worth an upgrade of the router.

The patch fixes the problem when the SNR on the Downlink drops below 6dB when the dropouts occur. This is exactly what I have identified with the logs that any customer can take from the TroubleShooting/Event-Logs page within the router User Interface.

That is why I find it ludicrous to accept their ridiculous conditions for the £65 charges.

Why not upgrading the router first, as done in other similar cases? Probably an opportunity to make a bit of cash?

Though this week-end there were fewer drop-outs, according to the logs, I am collecting all the evidence to make a case in support of my rights as a broadband consumer, as the times of stupid customers, accepting slower speeds than advertised, or sticking with faulty or dated hardware is about to end.

Meanwhile, I recommend you take a look at this series of articles, and attempt to identify if your wi-fi is setup correctly within your neighbourhood and, assuming you use also some power extenders, setting up the channel of your wi-fi away from the channels used by your neighbours. That should remove some reflections and interferences, as a start.

In my setup, I had noticed that my Plusnet router was setup in Automatic mode for the channel selection, and this meant that the channel was overlapping with what my two neighbours were using. I also moved the channels of the two TP-Link Power Extenders I use around the house, to match with the channel used by the router, away from the channels used by my neighbours. 11 is the channel I use now, and one SSID around the house and in the pod, at the end of the garden.

What I did find, with the free Windows Wi-Fi scanner inSSIDer Home, is that, although I setup Plusnet router at channel 11, with manual width of 20MHz, over time, for whatever reason, it looks like the channels used by the routers are 11 and 7. This means that, though I try to move away from channel 7 (used by my neighbour), PlusNet router creates channel bonding (perhaps a bug in the router) which causes the interference that I am trying to minimise and, potentially, causes the internal processor in the router to crash and the Orange light to come up.

I believe a better router (Asus or TPLink) might be the solution to our problem, but perhaps also a software upgrade of the existing router could do the same thing.

Perhaps extend the period of Internet activity and stability to days or weeks, rather than hours.     

lewiji
Dabbler
Posts: 12
Thanks: 2
Registered: 04-07-2017

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Yes - same 4.7.5.1.83.8.237.2.2 firmware version and the Downlink is below 6db when it connects also. Thanks for the info - if only plusnet were willing to give keep our devices up to date eh! Well, I've been thinking about getting a new router anyway, WiFi settings are fine with no interference problems, just the DSL dropouts. Will have to do a bit of research about what's compatible router-wise.
Superuser
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Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

I have spent an entire day, unable to work efficiently (due to the several Internet disconnections) and unable to take important conference calls while working at home.

 

..unless the service you should provide by contract becomes unusable, at which point I will take actions according to the severity of the issue

 

Do take care in banging the "contact" drum here...

 

https://www.plus.net/help/legal/terms/ [Plusnet Standard Terms]

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;


 

Whatever, there is a lot going on here … router not on the latest firmware (is there evidence that this issue is related to the updates?) … multiple WiFi APs and a busy WiFi spectrum … and Plusnet seemingly having good reason to want to engage their suppliers (they have no other route to help there) and you are wanting to have a fight over something which might not happen.  The circumstances under which a charge might be raised have been explained - if all of the pre-call out checks have been undertaken then the risk of a charge being raised are markedly reduced.

Have you performed the standard checks?

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


Is the router plugged into the master socket?

Which router is it?

What stats do they report?

You make reference to below 6dB - if that were actually the problem, fixing the SNRM to be 6dB (or for that matter higher) is not usually a difficulty so is probably not the issue.  If it is intermittently below that then there might be electrical inference in play (REIN) and a router firmware upgrade would have no impact on that.

 

gigio68
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Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328


@Townman wrote:

The circumstances under which a charge might be raised have been explained - if all of the pre-call out checks have been undertaken then the risk of a charge being raised are markedly reduced.

 


Let's be clear.

The ticket PlusNet sent me stated:

If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us 2 working days' notice.

This charge will apply at all times when we're working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened.

This is ALL PlusNet have told me about the charges. I do not accept the underlined clauses, as already explained in the ticket. All I received back is that if I want an engineer over I MUST accept the charge fully, which I cannot.

As a summary of what it was already reported in my tickets:

- I have a PlusNet Hub One router, Software version 4.7.5.1.83.8.237.2.2

What I was not asked is the Helpdesk information:

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ72600603
3. Firmware version: Software version 4.7.5.1.83.8.237.2.2 Last updated 23/10/17
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 04:29:52
6. Data rate: 16229 / 62522
7. Maximum data rate: 25517 / 61572
8. Noise margin: 11.9 / 4.6
9. Line attenuation: 21.8 / 16.3
10. Signal attenuation: 21.7 / 16.3
11. Data sent/received: 446.5 MB / 3.4 GB
12. Broadband username: removed
13. 2.4 GHz Wireless network/SSID: GEORGET
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: 11
17. 5 GHz Wireless network/SSID: GEORGET
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: 104
21. Firewall: Default
22. MAC Address: removed
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

- I have no problems with the phone line. I have performed the quiet line test and there is no noise. I can receive calls without any faint line.

- I have also performed all the checks for the internet drop-outs, connecting the router into the test socket, ever since the morning of Friday 6th Jul.

- I have received the GEA tests from @Gandalf, showing frequent disconnections on the Friday, as the logs I provided report 

KBD
GEA Test Detail
Circuit ID NA Service ID BBEU27573236
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 62.3 Mbps
Upstream Speed 18.2 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 491.9
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Good
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 11:00 to 11:30
Interference Location Unknown
Interference Observed In Days 4
Home Wiring Problem Not Detected
Technology VDSL
Profile Name 0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Retransmission High
Time Stamp 2018-07-03T14:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 65.7 Mbps 75.9 Mbps 68.8 Mbps
Up Stream Line Rate 19.0 Mbps 20.0 Mbps 19.2 Mbps
Up Time 647.0 Sec 900.0 Sec 893.5 Sec
Retrains 0.0 4.0 0.1
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-07-06T13:56:23Z 2018-07-06T14:11:23Z
Ingress Code Violation 0 0
Egress Code Violation 1 0
Errored Seconds 1 0
Severely Errored Seconds 0 0
Unavailable Seconds 31 0

 

BT Estimates WP Profile CLT TAM NIC ODC
55mbps 66.8mbps Pass N/A Pass Done

 

Radius

 

Summary
SFBB00017291 CHIPPENHAM 1
CLT: Pass


- I have continued to use the test socket for the last 3 days (i.e. since Friday), continuing monitoring the dropouts

- Meanwhile I have also checked that my WiFi devices use channels that do not overlap with what my neighbours use. There was an overlap, which I eliminated by setting the channel of my wifi away from the neighbours'.

  • Using inSSIDer lite I can see the following (from one of the common areas where we use typically our portable devices)
  • image.pngGEORGET is the SSID in my WiFi
  • SKY from one neighbour is detected at -82dB, and use CH6
  • The PlusNet router is GEORGET at -65dB, it seems to be transmitting over 2 channels. This despite I setup the channel manually to Channel11image.png
  • The other GEORGET at -60dB is setup with a TP-Link power extender, with BW or 20Mhz, still CH11, and it stays there
  • COMMENT : When I first setup the Channel to 11 on PN router, the inSSIDer detects PN router overlapping my TP-Link extender (so I can see PN router uses only CH11). However, as I also have the power extender on CH11, PN router decides to use also CH7 (as detected with inSSIDer). In fact, when I disconnected TpLink, PN router goes back to using CH11 only. My concerns here is that I would like to avoid my router to interfere with SKY, but it looks like PN router uses an automatic configuration also in manual, assuming that the other GEORGET is an interference as well. TPLINK does not do that, as it stays solidly, as told, around CH11, even if there is another GEORGET. Is there any way to stop PN router doing this channel bonding? 

Note1: I do not run a business from home. I work from home from time to time. I was unlucky, perhaps, that in 2 or 3 occasions, over the last month or so, the Internet drop-outs have been so bad that I could only work in the garden using my mobile data. In any case. A customer service rep should focus on the issue the customer is facing, rather than making claims without facts.

Note2: I cannot accept the stated clauses for the charge because if, by chance, when the engineer comes over, the connection is more stable than what it was on Friday and before then (as the GEA test reports and as I experienced), as far as the engineer is concerned, there would not be any fault. After sticking to CH11, as said above, the drop-outs have reduced, though, this week-end, while connected directly into the test socked, I still get more than 4 or 5 drop-outs per day, the shortest duration between 2 successive drop-outs being 70minutes

 

Note3: In answer to your "we-re doomed" type of comment

multiple WiFi APs and a busy WiFi spectrum … and Plusnet seemingly having good reason to want to engage their suppliers (they have no other route to help there)

While I understand the complexity of providing Internet services, I guess you agree with me that your customers, especially receiving Fiber, like in my case, are not living in the middle of nowhere, hence you always expect some kind of wi-fi overlap, which I seem to have managed to minimise, as I explained with my graphs.

So, to be clear, what is the engineer going to do that you cannot do remotely? I have removed also the TP-Link Power Extender now, which is the only potential cause for WiFi interference and I still have drop-outs. My router is always connected via Ethernet cable.

Community Gaffer
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Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Fix

@gigio68 wrote:

My router's firmware is still stuck at 4.7.5.1.83.8.237.2.2 | Last updated 23/10/17

It's not stuck. The version above is the latest we've deployed (although 8.259 is now being used in manufacturing I think). A decision is yet to be made on when we push a newer version to existing customers.

 

How do I upgrade the firmware of this router to 4.7.5.1.83.8.259?

That's been done for you now. I've also done yours @lewiji. Can you both keep an eye on things and let me know whether or not it's helped? It may influence the decision mentioned above.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

gigio68
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Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328

Thanks for this, @bobpullen. Really appreciated.

Since the update at around 10am this morning, so far so good with the connection to VDSL. Last night, with the 237.2.2 firmware, I had a long Skype call, which I had to interrupt 3 times, as the drop-outs happened every hour. So, in that respect, it is a big improvement (compared to last night or last Friday).

I have only experienced a few WiFi drop-outs in my Laptop (the notification of Outlook saying it had lost connection to the Microsoft Exchange Server) which I am investigating by connecting into the router with a LAN cable.

I will let you know, by the end of the day, if I had any drop-outs.

Thanks again.

gigio68
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Posts: 9
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Registered: 14-06-2018

Re: PlusNet Hub One - Fibre disconnects randomly and too frequently - Tickets #178155423, #178147328