cancel
Showing results for 
Search instead for 
Did you mean: 

Full fiber - Connection /Data flow keeps freezing / pausing

FIXED
stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Full fiber - Connection /Data flow keeps freezing / pausing

Hi Wonder if anyone could help

 

Data to the fibre connection seems to be freezing intermittently at 5-10 secs at a time. Very evident on teams calls. Other wise speed and connection is fine.

I have check with all devices same issue on other laptop and phones on wifi and Ethernet connection

 

Just switched to full fibre for 1 month with no issues, just started this week.

 

I have turned router and fibre box off and on , i have reset the router , with the button and through the portal software ( factory reset) but still same issue.

 

any ideas?

 

Thanks 

 

Stevie

 

 

 

16 REPLIES 16
MisterW
Superuser
Superuser
Posts: 14,693
Thanks: 5,490
Fixes: 393
Registered: ‎30-07-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Anything noticeable on the ONT leds? a flash of the LOS light for instance ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

No issue with the lights all green with lAN flashing away.. No light on LOS
MisterW
Superuser
Superuser
Posts: 14,693
Thanks: 5,490
Fixes: 393
Registered: ‎30-07-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

That's good.

Anything untoward in the router Event log around the time of the freezing ?

I'm assuming you have a PlusNet supplied Hub 2, in which case the Event log is in Advanced, Troubleshooting ( I think! )

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

I had a look at the log.. To be fair not entirely sure what I should be looking out for.. ( a lot of descriptions and numbers which I don't know what they mean.)

But the freezing seems to happen every 2mins or so... I'll track it a see if anything matches up
MisterW
Superuser
Superuser
Posts: 14,693
Thanks: 5,490
Fixes: 393
Registered: ‎30-07-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

I think you can export the log so you can post an extract or possibly a screen capture of the relevant bits and we'll see if anything there jumps out ...

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Here a screen shot, it just freezed a few seconds before i took the shot, doesn't seem anything out of the odinary..

Called for Plusnet support , sending an engineer out, but not till next week.

hoping i can fix it by then, or it decides to fix itself

 

MisterW
Superuser
Superuser
Posts: 14,693
Thanks: 5,490
Fixes: 393
Registered: ‎30-07-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Looks like something caused the router to refresh its ARP cache!

Not sure I like the ARP [del] for the .201 IP , that seems to trigger the refresh , whats on .201 , did it disconnect ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Sorry MrW 

don't really understand what that means.

i might have been reseting the router

Another recent capture just after it dropped out again 16:40

 

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

just figured out what .201.. Its a wifi smart switch router..Ill try unplugging it a see if it soves the issue

 

MisterW
Superuser
Superuser
Posts: 14,693
Thanks: 5,490
Fixes: 393
Registered: ‎30-07-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Its a wifi smart switch router

it's not got a dhcp server active has it ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

not sure?

 

detail of .201 attached

 

MisterW
Superuser
Superuser
Posts: 14,693
Thanks: 5,490
Fixes: 393
Registered: ‎30-07-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

Fix

That doesn't help, you need to check the device itself. If it has router functionality, then it may have the ability to act as a dhcp server. The hub2 is the dhcp server, having two on the same network will give problems

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

stevieklau
Dabbler
Posts: 10
Thanks: 4
Registered: ‎01-02-2023

Re: Full fiber - Connection /Data flow keeps freezing / pausing

OK Thanks.. 

 

I'll see if it makes a difference if i just unplug it..

 

Assumed that it wasn't the cause as I have had it since before got fibre in , and it has worked fine the past month.

Dan_the_Van
Aspiring Hero
Posts: 2,533
Thanks: 1,143
Fixes: 73
Registered: ‎25-06-2007

Re: Full fiber - Connection /Data flow keeps freezing / pausing

@stevieklau 

you can export the event log here

Screenshot 2023-02-01 182239.png

Click on Export, this will save a copy as a CSV file to the download folder of you PC. Attach the file to this thread.

A CSV file is more useful as this is the full history of your Hub rather than a snap shot offered by a screen shot..

HTH