My Plusnet Hub One router reboots daily

[#1]

Hi,

Thanks for everyone's input so far. Sorry I haven't replied sooner but I wanted to monitor the situation for a few days. 

---

@Baldrick1 wrote:

The important thing is @mrbrighton , does plugging in to the Test socket cure your problem?

---

No it hasn't cured the problem. It seems pretty much the same, i.e. rebooting roughly once every day. See below for most recent "WAN" entries from the event log:

17:23:15, 23 Sep.

(78643.070000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=4261Kbps; SNR Margin Down=17.8dB, Up=7.7dB

17:21:46, 23 Sep.

(78554.030000) PPPoE is down after 1306 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

19:34:49, 22 Sep.

( 138.060000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=22.3dB, Up=18.9dB

	NOTE: There was no "PPPoE is down" message logged
12:05:55, 22 Sep.	( 3906.150000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=19.3dB, Up=7.0dB

12:04:28, 22 Sep.

( 3820.020000) PPPoE is down after 61 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

11:03:06, 22 Sep.	( 137.700000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9997Kbps; SNR Margin Down=22.2dB, Up=18.3dB
	NOTE: There was no "PPPoE is down" message logged

12:31:05, 21 Sep.

(12601.120000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=8333Kbps; SNR Margin Down=17.6dB, Up=4.1dB

Any suggestions about what to do next would be greatly appreciated!

[#2]

The noise margins and speeds on the resynchs are all over the place, particularly the upstream! That's indicative of either a line or an exchange card fault.

[#3]

@MisterW Agreed.

@mrbrighton Hows your phone line? - dial 17070, option 2. There should be no noise apart from the regular 'Quiet Line test' message - if there is, report a phone fault first.

[#4]

Hiya @mrbrighton, I am sorry for the issues being experienced with your service and that connecting to the test socket has not resolved these issues.

I have re-tested the line today and a fault is still being detected, so looks like we will need an engineer to investigate this further for you. I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=218217845 if you can please reply on the ticket with the requested information  we can get this progressed for you.

[#5]

Thanks @LaurenB 

I've added my availability as a comment on the ticket (because there was no "Reply" option available)

[#6 · Accepted solution]

Hiya @mrbrighton, thanks for getting back to us and updating the ticket.

I can see a member of the team has already picked this up and got your engineer booked in for you. Let us know how you get on and hope you enjoy the rest of your weekend!

[#7]

Thanks for everyone's help with this.

The good news is that our router has stopped rebooting every day. An Openreach engineer visited on 27th Sept to check the line, and in the 8 days since then we've only had one reboot.

The only physical change the engineer made was to replace the faceplate which clips onto the front of the socket. I guess that is probably what fixed the problem as the faceplate was definitely loose. However, it doesn't explain why I still had problems when connecting directly to the test socket with a filter. Could my filter have been faulty too?

The engineer also said that he had enabled a bedding-in mode for our line, which is typically used for new installations and auto-tunes its settings over a two week period. I am keeping my fingers crossed that things stay reliable for the rest of the fortnight!

[#8]

Thanks a lot for letting us know @mrbrighton

Fingers crossed that's sorted it. To be honest, we wouldn't really know now as to why your connection wasn't working properly when connecting into the test socket. Give us a shout if you have any further issues going forward though and we'll be more than happy to help.

[#9]

This started happening to me a week or so ago - the router just decides to reboot several times a day most days which is a real pain when working from home. Another thing it has started doing is to stop WiFi even though the light is blue. I haven't looked in the logs. Is there a fault on my line?

While writing, I will note the firmware version for reference:
Plusnet Hub One | Software version 4.7.5.1.83.8.263 | Last updated Unknown

Any ideas anyone?
Thanks

[#10]

@MarkWard I suggest you start your own topic - this one is marked as 'Fixed' by the OP, so is unlikely to show up in the Help Teams workflow.

[#11]

Good point. Thanks

[#12]

Errm... How do I do that exactly? I can't work out how to raise a new post.
I miss the good old days when I could just login to PlusNet and raise a ticket

[#13]

Click on the big Pink 'Start a Topic' banner at the top of each board.

[#14]

Thanks. I kept clicking and stumbled on it.

[#15]

Hiya @MarkWard, I have picked up and replied on the post you created