Plusnet Hub One - disconnects multiple times per day
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Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:19 PM
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Hi,
When I got Plusnet I continued to use my openreach modem and tplink router (TD-W8980). Recently that started to drop the wifi on the 5GHz band. After a reboot it would work for a few hours and then drop the 5Ghz Wifi again.
So I decided to plugin my Plusnet supplied Hub. I swapped the equipment over a couple of days ago. Wifi is fine, connection speed is fine. But the modem disconnects and then reconnects multiple times during the day.
The openreach/tplink combination connected for months on end without any issues at all.
In the log I can see messages like the below:
21:01:27, 09 Dec. | (180963.190000) WAN operating mode is VDSL |
21:01:27, 09 Dec. | (180963.190000) Last WAN operating mode was VDSL |
21:01:26, 09 Dec. | (180961.410000) PPP IPCP Receive Configuration ACK |
21:01:25, 09 Dec. | (180961.360000) PPP IPCP Send Configuration ACK |
21:01:25, 09 Dec. | (180961.360000) PPP IPCP Receive Configuration Request |
21:01:25, 09 Dec. | (180961.270000) PPP IPCP Send Configuration Request |
21:01:25, 09 Dec. | (180961.260000) PPP IPCP Receive Configuration NAK |
21:01:25, 09 Dec. | (180961.250000) PPP IPCP Send Configuration Request |
21:01:24, 09 Dec. | (180959.690000) PPPoE is up - Down Rate=55823Kbps, Up Rate=7053Kbps; SNR Margin Down=5.9dB, Up=6.0dB |
21:01:24, 09 Dec. | (180959.680000) CHAP authentication successful |
21:01:24, 09 Dec. | (180959.590000) CHAP Receive Challenge |
21:01:24, 09 Dec. | (180959.590000) Starting CHAP authentication with peer |
21:01:24, 09 Dec. | (180959.580000) PPP LCP Receive Configuration ACK |
21:01:24, 09 Dec. | (180959.580000) PPP LCP Send Configuration ACK |
21:01:24, 09 Dec. | (180959.570000) PPP LCP Send Configuration Request |
21:01:24, 09 Dec. | (180959.570000) PPP LCP Receive Configuration Request |
21:01:24, 09 Dec. | (180959.530000) CHAP Receive Challenge |
21:01:24, 09 Dec. | (180959.530000) Starting CHAP authentication with peer |
21:01:24, 09 Dec. | (180959.520000) PPP LCP Receive Configuration ACK |
21:01:24, 09 Dec. | (180959.520000) PPP LCP Send Configuration Request |
21:01:24, 09 Dec. | (180959.510000) PPP LCP Receive Configuration Reject |
21:01:24, 09 Dec. | (180959.510000) PPP LCP Send Configuration ACK |
21:01:24, 09 Dec. | (180959.510000) PPP LCP Receive Configuration Request |
21:01:24, 09 Dec. | (180959.510000) PPP LCP Send Configuration Request |
21:00:33, 09 Dec. | (180908.600000) PTM over DSL is up |
20:58:06, 09 Dec. | (180761.870000) PTM over DSL is down after 1137 minutes uptime |
20:58:06, 09 Dec. | (180761.860000) PPPoE is down after 1136 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
20:58:03, 09 Dec. |
(180758.770000) PPP LCP Send Termination Request [User request] |
This is the output of my helpdesk modem page:
1. Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ73102056 |
3. Firmware version: | Software version 4.7.5.1.83.8.237.2.2 Last updated 05/11/17 |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 0 days, 00:15:19 |
6. Data rate: | 7053 / 55823 |
7. Maximum data rate: | 7053 / 58709 |
8. Noise margin: | 6.0 / 5.9 |
9. Line attenuation: | 33.9 / 23.0 |
10. Signal attenuation: | 33.2 / 21.5 |
11. Data sent/received: | 3.0 GB / 30.8 GB |
12. Broadband username: | xxxxxxxxxx@plusdsl.net |
13. 2.4 GHz Wireless network/SSID: | xxx |
14. 2.4 GHz Wireless connections: | Enabled (802.11 b/g/n (up to 144 Mb/s)) |
15. 2.4 GHz Wireless security: | WPA2 |
16. 2.4 GHz Wireless channel: | Automatic (Smart Wireless) |
17. 5 GHz Wireless network/SSID: | xxx_5G |
18. 5 GHz Wireless connections: | Enabled (802.11 a/n/ac (up to 1300 Mb/s)) |
19. 5 GHz Wireless security: | WPA2 |
20. 5 GHz Wireless channel: | Automatic (Smart Wireless) |
21. Firewall: | Default |
22. MAC Address: | xx:xx:xx:xx:xx:xx |
23. Modulation: | G.993.2 Annex B |
24. Software variant: | AA |
25. Boot loader: | 1.0.0 |
I have raised a question but so far haven't received a reply.
Any ideas here of what could be wrong or what I should be looking for.
Ronald
Re: Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:33 PM
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Are you still using the Openreach modem with the Hub One? I don't *think* that's necessary... but I could be wrong.
Also, the Hub One firmware looks to be well out of date - I would've expected it to update itself after a few days.
I don't know what all those repeated requests and rejections are - but they look odd to me. Hopefully someone else can explain it!
Re: Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:36 PM
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I'm not using the openreach modem anymore. Cable plugged from the socket (one of those with a built in splitter) directly into the plusnet hub one.
Disconnection seem very strange.
I've only had it back on for a couple of days. Maybe I can request a software update for the hub?
Re: Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:39 PM - edited 09-12-2020 9:44 PM
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It should do it automatically, but yes I think you can request that PN push out a firmware update to your device.
I suspect @bobpullen is your best bet.
Re: Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:45 PM
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Hi @ronaldm suggest you look at this https://community.plus.net/t5/Help-with-my-Plusnet-services/ct-p/Help you will find the answer to your problem and what to do but you need to read a little
Re: Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:48 PM
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I get a 'page not found' from that link.
Re: Plusnet Hub One - disconnects multiple times per day
09-12-2020 9:58 PM
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Hi @ronaldm sorry this is what you want to be reading
- Forum
- Help with my Plusnet services
- My Router
- Hub One - 5GHz WiFi issue
Re: Plusnet Hub One - disconnects multiple times per day
10-12-2020 8:00 AM
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@mort7890 I think you might have read my initial post incorrectly. I had trouble with the 5Ghz wifi with my old router, the TPLINK router.
Once I swapped the Hub One in, wifi seems fine (fingers crossed). I now get multiple disconnections per day, whereas the openreach modem/tp link router was connected for months without any connection issues.
@bobpullen , could you please push down the latest firmware to my Hub one please. To see if that fixes the disconnection issue?
1. Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ73102056 |
3. Firmware version: | Software version 4.7.5.1.83.8.237.2.2 Last updated 05/11/17 |
4. Board version: | Plusnet Hub One |
Re: Plusnet Hub One - disconnects multiple times per day
10-12-2020 2:24 PM
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Had to put in my old openreach modem and tplink router.
Unable to work while the internet keeps dropping out and Plusnet are not responding to my fault that I raised.
Have bought a BT HomeHub 6 from ebay, hopefully that will sort it all out.
Re: Plusnet Hub One - disconnects multiple times per day
10-12-2020 2:27 PM
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If it doesnt , then why not use the Openreach modem with the Hub one. Just connect the modem to the Hub one WAN port. It should just work...
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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