PlusNet Hub one crashing
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Re: PlusNet Hub one crashing
17-02-2020 1:55 PM
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Hi Andy, I can arrange for an engineer to attend in the 1pm to 6pm timeslot however I can't guarantee they'll arrive before 5pm or have finished their work before then due to how engineers are allocated and complete their jobs.
Can you reply to your ticket with a timeslot that somebody will be available? I can't book an engineer directly from a request via our community forums I'm afraid, responding to the ticket will basically keep this documented on to your account.
Re: PlusNet Hub one crashing
18-02-2020 2:26 PM
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Re: PlusNet Hub one crashing
18-02-2020 2:34 PM
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Re: PlusNet Hub one crashing
18-02-2020 3:14 PM
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Re: PlusNet Hub one crashing
18-02-2020 3:18 PM - edited 18-02-2020 3:18 PM
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Re: PlusNet Hub one crashing
18-02-2020 4:11 PM
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Re: PlusNet Hub one crashing
18-02-2020 4:23 PM - edited 18-02-2020 4:24 PM
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Yeah the engineer will be able to run line tests which will show the errors (Hopefully the errors will be there when the engineer visits). Also this has been passed to the case management team due to the repeated engineering attempts and we've submitted an escalation proforma to Openreach requesting a multi-skilled engineer to be assigned.
Re: PlusNet Hub one crashing
20-02-2020 10:40 AM
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Engineer hasn’t been yet but my router hasn’t dropped for 33 hours now but my speed is 20.78.
Can you still see all the errors on my line?
Re: PlusNet Hub one crashing
21-02-2020 12:00 PM
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Hi Andy, we can't test your line while there's an open fault with Openreach I'm afraid but looking at the data from yesterday the mean time between errors (MTBE) was at 0 which means your line was erroring every second.
Let us know how the visit goes this afternoon.
Re: PlusNet Hub one crashing
21-02-2020 3:41 PM
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Engineer has been and found an earth contact fault but he can’t do anything as he’s not qualified so he’s knocking the job back to the underground team as they will need to come do it.
Also he showed me an email about issues with PlusNet hub1 routers and Vectored cabinets which I apparently have.
I’m really disappointed that the issue hasn’t been fixed but hopefully will get sorted in the next few days.
See what happens.
Re: PlusNet Hub one crashing
21-02-2020 3:53 PM
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Thanks for the update,
At least the engineer's identified a fault, which is good news.
We'll see how your speeds look once that's fixed and we'll go from there.
I'll check back tomorrow on the progress.
Re: PlusNet Hub one crashing
21-02-2020 6:45 PM
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Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: PlusNet Hub one crashing
21-02-2020 7:01 PM
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Re: PlusNet Hub one crashing
22-02-2020 10:02 AM
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@AndyD1, no worries. We've been investigating a potential stability issue affecting the Hub One in certain vectored environments. It does sound like there's a separate fault condition in this case though.
Regardless, I have just pushed a software update to your router (it will have rebooted to apply the change so apologies if you were in the middle of anything). Keep an eye on things and let me know if it helps at all.
Meanwhile, I'll leave you in the capable hands of @Gandalf to perservere with the fault investigation.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: PlusNet Hub one crashing
22-02-2020 10:38 AM
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Just remembered something else in the email he showed me. It was something to do with something changing at night causing the routers to go off.
Thanks Andy.
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