Router connection fails
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Router connection fails
16-07-2019 8:33 PM
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Several times a day (perhaps 10, maybe more, I don't always notice them), the connection through my router seems to freeze.
Lights all show good, sometimes I get a yellow triangle on the Internet icon after maybe 3 minutes, the connection restores and carries on as normal.
This is on wired or wifi. I take it that its my router a Plusnet Hub One. Is this common? I wonder if its losing DNS?
Any thoughts, its annoying, maybe I need to change a setting?
Re: Router connection fails
17-07-2019 8:40 AM - edited 17-07-2019 8:42 AM
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Hi @danludlow,
I'm sorry to hear that you are experiencing intermittent connection problems on both wired and wireless connections.
I've tested your line but the test hasn't picked up this issue from here and the connection log is showing a stable connection.
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEU08474514 |
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 | 48.9 Mbps | ||||
Upstream Speed | 9.5 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 | 811.8 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Very Good | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-07-04T08:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 48.9 Mbps | 48.9 Mbps | 48.9 Mbps |
Up Stream Line Rate | 9.5 Mbps | 9.5 Mbps | 9.5 Mbps |
Up Time | 900.0 Sec | 900.0 Sec | 900.0 Sec |
Retrains | 0.0 | 0.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-07-17T07:15:04Z | 2019-07-17T07:30:04Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
We'll need to do some troubleshooting to try and narrow down the cause of the problem.I'd recommend starting with basic checks here.
If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Please let us know if these troubleshooting steps don't resolve the problem.
Re: Router connection fails
17-07-2019 3:10 PM
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Thank you for running a line Check EmilyD.
As I suspected, it shows that the line has not disconnected in a long time and is stable. I use Power line Ethernet Adaptors for a direct connection and I suspect that the connection problem could be down to them although I think I also had the problem running on WiFi. To test it, I will switch to WiFi for an extended period and see if I lose the connection to the Router.
Is it possible to have a solid connection but lose the signal?
If, for example, the DNS server was temporarily lost, would it produce an effect akin to losing the signal?
I note that the PlusNet Hub One does not allow setting a different DNS such as the Google DNS, I think it uses the BT DNS? Does that ever wobble?
Also, I have set my Plusnet Hub One to renew the DHCP lease every 5 days. We don't have frequent visitors and the devices connected don't change as a rule. There are 8 wired connections shown and 6 wireless. Some of the wired connections are WiFi connections from other parts of the house using Wifi Power line adaptors, all those are assigned channels that don't clash. Would reducing the lease time be a benefit?
Re: Router connection fails
17-07-2019 3:44 PM
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Hi @danludlow,
Thank you for getting back in touch and for providing the information about your internal network. If possible, I'd recommend that you test with a device that is connected directly to the router via ethernet cable.
It's possible for the connection to look stable from here and for the end user to be experiencing intermittent wired and wireless connection problems, as the connection log only shows when the circuit fully loses sync. In terms of the DNS, this is locked to our DNS within the router but I'm not aware that we're experiencing any problems with this at the moment.
It's unlikely that changing the lease time would make much difference to the connection but it might be worth reducing this to 24 hours for the next few days, just to check whether this helps with the connection issue.
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