Authentication issues?

[#1]

We had FTTP installed a month or so ago. Mostly smooth sailing except for City Fibre digging up the road and disrupting Openreach's backbone  ¯\_(ツ)_/¯

Yesterday we experienced multiple dropouts. The ONT stayed stable with three green lights (no LOS flashing red), and the router (Plusnet 2) stayed blue throughout.

It was clear that the connection was intermittent from the slow response to search activity on my PC which is hard-wired to the router. Another PC on the same network showed similar symptoms. 

I contacted Plusnet (very quick response and helpful) and went through a full factory reset of the router and a restart of the ONT.

There was no real change.

I installed a Chrome plugin to monitor the connection status (log attached).

I contacted Plusnet again and they are sending a new Router. In the meantime we are stuck with a very unreliable connection.

Does anyone have any suggestions about the cause of this problem and perhaps a solution?

Thanks

[#2]

@stevebonline Hi there, Sorry to hear about the unreliable connection at the moment. 

Looking into your router logs on our side, it looks to be an auth issue, for some reason the router is terminating the connection and rebooting itself causing it to constantly re-authenticate. By the looks of it aswell, it takes a few minutes for the router to even authenticate after it loses connection. 

Realistically there isn't much we can do except wait for the new router we've sent at this point. Once you've got the new router we can monitor the connection for a couple days to make sure the fault is resolved. 

Worst case scenario if the new router doesn't resolve the issue. The problem may be ONT related and might require the Openreach touch. 

Fingers crossed the new router resolves this for you though. 

All the best 

[#3]

Joe. Thanks for the reply.
Mention of the 'Openreach Touch' fills me with some foreboding.