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HubOne 4.7.5.1.83.8.263 - Frequent WAN Disconnect / Reconnect

mrunderhill
Grafter
Posts: 32
Thanks: 3
Fixes: 1
Registered: ‎06-01-2015

HubOne 4.7.5.1.83.8.263 - Frequent WAN Disconnect / Reconnect

Over the past 2 weeks my Plus Net Hub One modem has disconnected and reconnected 7 times.

It is always preceded by PPP LCP Send Termination Request [User request]

Most times, because it automatically comes back on within a minute, it's not an issue but the times when I'm on a call / meeting / rdp it is quite irritating.

My previous Modem/Router was a Huawei HG635 (from TalkTalk) this would stay connected for months at a time.

Would a firmware update help?

 

 

Some more info:

Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown

I use a separate Access Point for the Wi-Fi, so this is turned off on the Hub One.

 

Occurrences:

Date  Time
26/07 17:17 Modem Disconnect / reconnect, after (185695.890000) PPP LCP Send Termination Request [User request]
30/07 04:35 Modem Disconnect / reconnect, after (485610.340000) PPP LCP Send Termination Request [User request]
31/07 04:50 Modem Disconnect / reconnect, after (572884.810000) PPP LCP Send Termination Request [User request]
02/08 22:16 Modem Disconnect / reconnect, after (808433.940000) PPP LCP Send Termination Request [User request]
06/08 02:49 Modem Disconnect / reconnect, after (1084007.330000) PPP LCP Send Termination Request [User request]
08/08 21:23 Modem Disconnect / reconnect, after (1323659.260000) PPP LCP Send Termination Request [User request]
11/08 09:22 Modem Disconnect / reconnect, after (43734.930000) PPP LCP Send Termination Request [User request]

 

Log events from last time

08:22:50, 11 Aug. (43769.010000) PTM over DSL is up
08:22:21, 11 Aug. (43739.940000) CWMP: session closed due to error: Could not resolve host
08:22:21, 11 Aug. (43739.930000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:22:21, 11 Aug. (43739.920000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
08:22:20, 11 Aug. (43739.640000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
08:22:18, 11 Aug. (43737.470000) PTM over DSL is down after 727 minutes uptime
08:22:18, 11 Aug. (43737.470000) PPPoE is down after 726 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
08:22:16, 11 Aug. (43734.930000) PPP LCP Send Termination Request [User request]

The previous log event was at 08:08:01, 11 Aug.,14 minutes before the PPP LCP Send Termination Request [User request]

 

 

4 REPLIES 4
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,390
Thanks: 6,909
Fixes: 1,148
Registered: ‎21-04-2017

Re: HubOne 4.7.5.1.83.8.263 - Frequent WAN Disconnect / Reconnect

Thanks for your post @mrunderhill

I'm sorry to see your connection's dropping. I'm not sure a firmware update would help as looking at the logs and as you've turned off WiFi on the Hub One, this seems to be an issue with the broadband connection rather than WiFi. 

I've just tested your line and the tests are showing a potential issue we may need to arrange an engineer visit to resolve. Could you report a fault to us at faults.plus.net and post back afterwards so we can take a closer look?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
mrunderhill
Grafter
Posts: 32
Thanks: 3
Fixes: 1
Registered: ‎06-01-2015

Re: HubOne 4.7.5.1.83.8.263 - Frequent WAN Disconnect / Reconnect

Thank you, I have report a fault

BD
Plusnet Help Team
Plusnet Help Team
Posts: 1,201
Thanks: 253
Fixes: 74
Registered: ‎24-04-2017

Re: HubOne 4.7.5.1.83.8.263 - Frequent WAN Disconnect / Reconnect

Hi @mrunderhill, thanks for getting back to us and letting us know the fault has now been raised. I've looked into and updated the fault ticket on your account which can be seen here: 
https://www.plus.net/wizard/?p=view_question&id=217007528

 Ben Devine
 Plusnet Help Team - Sheffield
mrunderhill
Grafter
Posts: 32
Thanks: 3
Fixes: 1
Registered: ‎06-01-2015

Re: HubOne 4.7.5.1.83.8.263 - Frequent WAN Disconnect / Reconnect

Thank you.

So there is no actual line fault, and the intermitted drops are within acceptable range.

I need to check the internal wiring, this is a single 2 foot wire from the master socket into the HubOne.

Also, I need to test using the test socket under the faceplate.

I see from the Radius graph that Plus.net provided that my modem reconnected again this morning at 3am

 

From the Plus.net question

"I can confirm when checking over your connection from this side we aren't detecting any underlying faults or errors with your connection. We can see seen by the graph below a number of intermittent drops occuring however these look to be spaced apart from each other.

Unless a connection is dropping 3 times in 24 hours or 6 times over the space of 72 hours then we're unable to progress the fault with our suppliers."