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HubOne firmware issue with DNS

ritz1
Hooked
Posts: 9
Thanks: 3
Registered: 4 weeks ago

HubOne firmware issue with DNS

Running a HubOne on Plusnet 39/10 Unlimited line since 4 Jan. HubOne worked OK for a few days (a week or less) until one day I realised none of my LAN hosts could connect to the Internet (about 15+: phones, printer, laptops, desktops, media player, camera, switch, etc. both on WiFi and Ethernet). Rebooted hub, things worked again for a few minutes, then the problem reappeared. From that reboot onwards the issue went on periodically: LAN devices losing Internet every few minutes making the service unusable. I also have an external probe (for a DynDNS-equivalent service) which notified me of a lost connection (from Internet to LAN).

Raised ticket with support who immediately assumed HubOne was faulty and replaced it with identical new device, same (latest) firmware: 4.7.5.1.83.8.237.2.2

New HubOne worked fine for about a week again (without issues or reboots), then one day the problem re-surfaced. Exactly same symptoms until HubOne became 'unusable' again.

 

Further tests:

- I could get access to Hub's management interface. It showed the broadband connection was up (it had never dropped, actually).

- I substituted the DHCP-assigned DNS servers (192.168.x.y pointing to Plusnet DNS 212.159.xx.yy) on some LAN hosts with the Google ones and those hosts could access the Internet fine. Removing the manually set Google DNS by renewing the DHCP lease I was losing access to Internet.

 

- I have now temporarily borrowed and tested a BT HomeHub 5 on my line, which has been working fine. Plusnet customer support tells me the HubOne is running identical firmware to BT HH4 (not sure I believe this, I thought HubOne h/w was a BT HH5? There are also possible firmware additions, such as IPv6 features, plusnet rebranding, etc., that have been fitted in, maybe 'identical' is not the right word here?)

 

 

The above indicate a possible firmware issue on the HubOne. Same symptoms reported by @billhudson74 and @d8smt here:

https://community.plus.net/t5/My-Router/HubOne-Connection-breaking-firmware-update/m-p/1468145

 

Customer support have not been able to resolve this either, posting me help on isolating the 5GHz WiFi band (see question #166611512) and possible relevant discussion here:

https://community.plus.net/t5/Fibre-Broadband/It-s-BACK-The-HubOne-quot-Home-Network-quot-router-reb...

But the problem I described above is not specific to the WiFi. I should say that my HubOne was configured with separate WiFi band SSIDs. Support also did a line test confirming line is OK.

 

 

Hope @bobpullen could pick this one up. Happy to retrieve/post logs, although I have the HubOne offline at the moment as it doesn't seem fit for purpose.

 

9 REPLIES
Baldrick1
All Star
Posts: 589
Thanks: 242
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Registered: 30-06-2016

Re: HubOne firmware issue with DNS

15+ connected devices? Maybe it's more than its little brain can cope with!

The Hub One is a tweeked Home Hub 5A not 4.

ritz1
Hooked
Posts: 9
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Registered: 4 weeks ago

Re: HubOne firmware issue with DNS

The BT HH5 coped well with 15+ devices for over a year, why can't the HubOne? (And cust support says they are identical!)
oneinnit
Hooked
Posts: 9
Registered: 12-01-2018

Re: HubOne firmware issue with DNS

I think the Hub One certainly can cope with more than 15 devices. I have about 20 connected to mine.

I have everything setup to use DHCP and then assign the devices static addresses from the router. I haven't encountered any problems with this setup yet, but it's still early days for me - I only joined in January.

Browni
Seasoned Champion
Posts: 1,698
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Registered: 02-03-2016

Re: HubOne firmware issue with DNS

Do you have any Google devices in your network?

It seems they are playing silly [-Censored-]s again Ticked off

Linky

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
ritz1
Hooked
Posts: 9
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Registered: 4 weeks ago

Re: HubOne firmware issue with DNS

Yes, it *should* cope. Wether it does without issues is a question.

ritz1
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Posts: 9
Thanks: 3
Registered: 4 weeks ago

Re: HubOne firmware issue with DNS

Thanks for the link @Browni

No, no such (Google manufactured) devices. Only android phones. 

But the article focuses on WiFi problems. What I described is not WiFi specific. It happens on hosts connected via ethernet too. That's why I'm suspecting the firmware.

ritz1
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Registered: 4 weeks ago

Re: HubOne firmware issue with DNS

Just to add a little literature to the DNS issue with the (buggy, as it seems) HubOne firmware 4.7.5.1.83.8.237.2.2.

- A number of other users have been reporting exactly the same problem with the Hub One:

@grayerbeardhttps://community.plus.net/t5/Fibre-Broadband/Plusnet-hub-amp-DNS-issues/td-p/1304606

@Andrew_Hardistyhttps://community.plus.net/t5/Fibre-Broadband/DNS-failing-again-with-replacment-Hub-One/td-p/1473256

@nikkas@Phantom and @nealenapierhttps://community.plus.net/t5/My-Router/Hub-One-DNS-request-unresponsive/td-p/1337658

 

@chris1610https://community.plus.net/t5/My-Router/DNS-problems-on-my-router/td-p/1465357

@Mr_Ormerodhttps://community.plus.net/t5/Broadband/Constant-DNS-issues/td-p/1382195

 

While this issue seems to have been going on for nearly 2 years now, as reported by a number of other users, Plusnet customer support quietly ignores requests to have a look at the source of the problem. CSA insisted they have "no reports from other users"! The last thread above though mentions wide-spread knowledge of the problem internally, and efforts to resolve it were made in Nov. 2016!

 

Well, Plusnet, now that the problem is well documented, would you care to escalate this and support us please? There is a clear problem involving your network and the HubOne that needs urgent fixing. The router is not fit for purpose here.

Andrew_Hardisty
Dabbler
Posts: 13
Registered: 04-03-2009

Re: HubOne firmware issue with DNS

Hi ritz1,

After my replacement HubOne (on 4.7.5.1.83.8.237.2.2) gave up performing DNS lookups a couple of weeks after receiving it, I configured DNS servers on my devices manually and used them like that for a while. I didn't want the faff of arranging another replacement especially since by now I expected it could fail again in the same way so decided to buy a different router myself.

Before shelling out any money I gave the HubOne a final chance and switched back to the DHCP assigned DNS settings. I expected that would work for an hour at most but it's now been fine for months!

At some point around the time I time I was messing about with this I've changed the DHCP range setting to 172.16.0.64 - 172.16.255.254 but I don't remember if it was already fine again when I did that and I suspect that's a red herring with regard to being part of the miraculous self-healing I've experienced.

ritz1
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Registered: 4 weeks ago

Re: HubOne firmware issue with DNS

Thanks @Andrew_Hardisty.

 

In the meanwhile, my ticket with Customer Support has become a ridiculous conversation with a bunch of useless analysts who make irrelevant interventions. Here is a short account:

- 1st call to support: "We had no other reports like this one, problem is in your LAN" --> sure, read the literature I sent, you had at least 5 previous tickets, you tried to fix your network (and you failed) in the last 2 years.

- Follow up ticket: "Split your wireless bands" --> Read my message, it happens over ethernet, too.

- Another follow up: "We need you to run some tests to rule out charges if the problem is caused by internal wiring or equipment" --> Read my message again, DSL is always up and working with Google open DNS servers, same LAN works with BT HH5 on Plusnet and has worked on BT, EE and Sky in the last 3-4 years!

- Next: "Unfortunately, while I can appreciate that your Hub 1 may not be suited to your specialist purposes, we are unfortunately unable to offer any other router. However, we are happy for people to use Third Party Routers with our service. I would therefore suggest this may be a constructive way to proceed." --> What makes my use 'Specialist needs'? Plusnet cannot offer reliable standard IP service on top of basic fibre with HubOne.

- And the best one yet: "I am very sorry for the issues you are having. We supply all our fiber Customers and our Fiber Extra customers with Plusnet Hub Ones. We do not offer any other routers for Fiber." --> I didn't ask for a different router. I want you to work on fixing the problem with the HubOne. 

 

Do they actually read the problem before answering?