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Plusnet Hub One - disconnects multiple times per day

ronaldm
Hooked
Posts: 8
Registered: ‎20-06-2015

Plusnet Hub One - disconnects multiple times per day

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

 

 

 

 

 

9 REPLIES 9
sallonoroff
Grafter
Posts: 45
Thanks: 7
Registered: ‎20-11-2014

Re: Plusnet Hub One - disconnects multiple times per day

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!

 

ronaldm
Hooked
Posts: 8
Registered: ‎20-06-2015

Re: Plusnet Hub One - disconnects multiple times per day

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?

sallonoroff
Grafter
Posts: 45
Thanks: 7
Registered: ‎20-11-2014

Re: Plusnet Hub One - disconnects multiple times per day

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.

mort7890
Pro
Posts: 526
Thanks: 86
Fixes: 4
Registered: ‎28-06-2007

Re: Plusnet Hub One - disconnects multiple times per day

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

ronaldm
Hooked
Posts: 8
Registered: ‎20-06-2015

Re: Plusnet Hub One - disconnects multiple times per day

I get a 'page not found' from that link.

mort7890
Pro
Posts: 526
Thanks: 86
Fixes: 4
Registered: ‎28-06-2007

Re: Plusnet Hub One - disconnects multiple times per day

 Hi @ronaldm sorry this is what you want to be reading

 

ronaldm
Hooked
Posts: 8
Registered: ‎20-06-2015

Re: Plusnet Hub One - disconnects multiple times per day

@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
ronaldm
Hooked
Posts: 8
Registered: ‎20-06-2015

Re: Plusnet Hub One - disconnects multiple times per day

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.

 

MisterW
Superuser
Superuser
Posts: 9,903
Thanks: 2,647
Fixes: 202
Registered: ‎30-07-2007

Re: Plusnet Hub One - disconnects multiple times per day

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.