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Hub One Frequent Restarts

calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Hub One Frequent Restarts

This isn't exactly a problem, but I'm curious to know what's going on.

A couple of months ago, my speeds dropped drastically (I'm on Unlimited Fibre Extra).  Plusnet called out a nice Openreach engineer who replaced several metres of cable up to my master socket.

Since then, I've been getting fantastic speeds, well over 70Mb, and I'm very pleased.

However... since then, the hub has been restarting almost daily (or, at least, the 'DSL Uptime' figure in Troubleshooting seldom shows more than a day's uptime).  Previously, I was seeing several day's uptime.

This hasn't affected the speed, and the restarts have generally happened when I'm not online - but does anyone have any idea why they're occurring?

The Event Log entries for the last few restarts all look the same, e.g.:

 

05:25:24, 30 Jun.               (3185930.660000) CWMP: session completed successfully

05:25:23, 30 Jun.               (3185930.500000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo

05:25:17, 30 Jun.               (3185923.820000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username

05:25:17, 30 Jun.               (3185923.810000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

05:25:15, 30 Jun.               (3185922.080000) WAN operating mode is VDSL

05:25:15, 30 Jun.               (3185922.080000) Last WAN operating mode was VDSL

05:25:14, 30 Jun.               (3185920.880000) PPP IPCP Receive Configuration ACK

05:25:14, 30 Jun.               (3185920.870000) PPP IPCP Send Configuration Request

05:25:14, 30 Jun.               (3185920.860000) PPP IPCP Receive Configuration NAK

05:25:14, 30 Jun.               (3185920.860000) PPP IPCP Send Configuration ACK

05:25:14, 30 Jun.               (3185920.860000) PPP IPCP Receive Configuration Request

05:25:14, 30 Jun.               (3185920.860000) PPP IPCP Send Configuration Request

05:25:13, 30 Jun.               (3185919.840000) PPPoE is up -​ Down Rate=79903Kbps, Up Rate=19978Kbps; SNR Margin Down=3.6dB, Up=7.8dB

05:25:13, 30 Jun.               (3185919.820000) CHAP authentication successful

05:25:13, 30 Jun.               (3185919.760000) CHAP Receive Challenge

05:25:13, 30 Jun.               (3185919.760000) Starting CHAP authentication with peer

05:25:13, 30 Jun.               (3185919.760000) PPP LCP Receive Configuration ACK

05:25:13, 30 Jun.               (3185919.750000) PPP LCP Send Configuration Request

05:25:13, 30 Jun.               (3185919.750000) PPP LCP Receive Configuration Reject

05:25:13, 30 Jun.               (3185919.750000) PPP LCP Send Configuration ACK

05:25:13, 30 Jun.               (3185919.750000) PPP LCP Receive Configuration Request

05:25:13, 30 Jun.               (3185919.750000) PPP LCP Send Configuration Request

05:24:28, 30 Jun.               (3185874.980000) CWMP: session closed due to error: Could not resolve host

05:24:26, 30 Jun.               (3185872.920000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username

05:24:26, 30 Jun.               (3185872.910000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

05:24:23, 30 Jun.               (3185870.300000) PTM over DSL is up

05:23:55, 30 Jun.               (3185841.840000) CWMP: session closed due to error: Could not resolve host

05:23:55, 30 Jun.               (3185841.810000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username

05:23:55, 30 Jun.               (3185841.810000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

05:23:54, 30 Jun.               (3185841.420000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

05:23:53, 30 Jun.               (3185839.710000) PTM over DSL is down after 1288 minutes uptime

05:23:53, 30 Jun.               (3185839.710000) PPPoE is down after 1287 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

05:23:50, 30 Jun.               (3185837.070000) PPP LCP Send Termination Request [User request]

12 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 69
Thanks: 9
Fixes: 2
Registered: ‎18-06-2018

Re: Hub One Frequent Restarts

Hi There,  I have looked at your connection history for your account which is shown below:

 


 

As you can see the connection does seem to be dropping over night and this ties in with what you advised. Testing your connection we are not finding anything indicative on the external connection of an issue. You have advised the router is restarting over and over, have you noticed if the router is losing power at all or is it just a colour change on router light?

it may also be worth ruling out anything internal at the property that maybe causing the issue. Can you run through our troubleshooting guides here, let us know how you get on:

 

https://www.plus.net/help/broadband/connection-troubleshooting/?utm_source=facebook&utm_medium=refer...

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lee Y
 Plusnet Help Team
calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Re: Hub One Frequent Restarts

Thanks for taking a look.  Unfortunately, I've never been at the hub when it's restarted - I only know about it from the hub's 'Troubleshooting' page.

The hub is plugged into the master socket, which has an NTE5c faceplate - so, while there is an extension, it shouldn't affect the hub.  And, as the problem only occurs every day or so (as I write, it's actually been up since around 17:40 yesterday), I can't very well leave the hub plugged into the test socket to see if it still happens!

As I said, whatever is going on, it hasn't affected the speeds, which remain excellent, and, so far, it's only dropped when the connection is not being used.  It's really just a minor annoyance, but it would be nice to get to the bottom of it.

 

Plusnet Help Team
Plusnet Help Team
Posts: 9,259
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Registered: ‎21-04-2017

Re: Hub One Frequent Restarts

@calopez In my opinion, there's nothing wrong with using the test socket as that's the best place for the broadband signal since this socket will bypass all internal wiring. If you're still experiencing disconnections the next step would likely be to arrange another engineer for further investigation.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Re: Hub One Frequent Restarts

Yes, but if I plug the hub into the test socket, I wouldn't be able to use any of the landline phones in the house!  And, because the restarts only happen once a day or so, I'd have to leave it like that for an extended period to see if it made any difference.  It's just not practical.

I was hoping that the event log entries that I posted would offer some clues to an experienced eye as to what the problem is.  However, so long as my speeds remain high and stable, which they have ever since the engineer put in the new piece of cable, I am puzzled rather than concerned!

Plusnet Help Team
Plusnet Help Team
Posts: 9,259
Thanks: 2,941
Fixes: 464
Registered: ‎21-04-2017

Re: Hub One Frequent Restarts

There's nothing stopping you with plugging your home phone handset into the microfilter which goes into the test socket.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Re: Hub One Frequent Restarts

Thanks for the suggestion, but I can't do without the extension, either, as four cordless phones in different parts of the house run off it.  And if I plugged those into the microfilter as well, surely that would leave me in a very similar position to where I am now - the only difference being that it would be the microfilter splitting the signals and not the faceplate.

Anyway, the hub has been up for over two days now, which is encouraging.  A bit of googling found this thread, and others, with very similar problems.  The consensus seems to be that it's a 'feature' of the Hub One and the BT HH5 (which, as I understand it, are identical), but no soultions, apart from a third party router.  That's a bit drastic for me as I can't say I've been inconvenienced by the issue!  It also helps to know it's not just me Smiley

 

 

Community Gaffer
Community Gaffer
Posts: 13,498
Thanks: 1,230
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Registered: ‎04-04-2007

Re: Hub One Frequent Restarts

I suspect this is because your line is operating at a target margin < 6dB. The current iteration of the Hub One firmware is known to struggle with this in certain circumstances.
I'll look at pushing a firmware update to your device when I get to the office and we'll see how that goes.

Bob Pullen
Plusnet Product Team
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calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Re: Hub One Frequent Restarts

Ah, thanks - that sounds plausible.

When I get home this evening I'll check to see if the firmware has been updated.

Community Gaffer
Community Gaffer
Posts: 13,498
Thanks: 1,230
Fixes: 97
Registered: ‎04-04-2007

Re: Hub One Frequent Restarts

@calopez, you should now find you're running version 4.7.5.1.83.8.259. let me know how it goes...

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

calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Re: Hub One Frequent Restarts

Bob,

Thanks - I can see the hub's been running the new firmware for just over an hour.

The data rate has also gone up, by one whole point, from 79903 to 79904, so that's a good start Grin

Anyway, I'll keep an eye on it over the next few days. 

Thanks again!

 

calopez
Hooked
Posts: 7
Thanks: 2
Registered: ‎29-03-2017

Re: Hub One Frequent Restarts

Just an update: the hub restarted itself three times over last weekend, but now it's been up for nearly six days.  Speed has dropped a little (data rate is now 76344), but I'm still getting over 70Mbps, so no complaints there.

All in all,it's looking promising, but I'll continue to monitor the situation.

Plusnet Help Team
Plusnet Help Team
Posts: 5,830
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Registered: ‎01-01-2012

Re: Hub One Frequent Restarts

Glad to hear it's looking better

Fingers crossed that's done the trick.

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 Matthew Wheeler
 Plusnet Help Team