Router DNS issue (Hub One)

[#1]

Having searched the forums I know this is an issues that other have had in the past, but there are no recent/active forums so wondered if there is a real fix or people who still get this just use a workaround...

Essentially the issue is that the router's own DNS server (192.168.1.254) stops working. It comes back for a while after restarting the hub but they re-occurs at some point.  This makes internet pretty unusable for DHCP devices.  I can work around the issue on devices that let me easily set a static DNS server (e.g. 8.8.8.8), but this is really easy or practical for mobile phones and even laptops on wifi that I have to connect to other networks with.

As you can see from the output below, the issue really does appear to be with the router itself as PlusNets own DNS servers  (the ones the hub itself uses) are responding correctly.

Router version: Plusnet Hub One | Software version 4.7.5.1.83.8.237.2.2

C:\>nslookup www.bbc.co.uk 192.168.1.254
Server: dsldevice.lan
Address: 192.168.1.254

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to dsldevice.lan timed-out

C:\>nslookup www.bbc.co.uk 8.8.8.8
Server: dns.google
Address: 8.8.8.8

Non-authoritative answer:
Name: www.bbc.net.uk
Addresses: 212.58.237.254
212.58.233.254
Aliases: www.bbc.co.uk


C:\>nslookup www.bbc.co.uk 212.159.6.10
Server: cdns02.plus.net
Address: 212.159.6.10

Non-authoritative answer:
Name: www.bbc.net.uk
Addresses: 212.58.237.254
212.58.233.254
Aliases: www.bbc.co.uk


C:\>nslookup www.bbc.co.uk 212.159.6.9
Server: cdns01.plus.net
Address: 212.159.6.9

Non-authoritative answer:
Name: www.bbc.net.uk
Addresses: 212.58.237.254
212.58.233.254
Aliases: www.bbc.co.uk

[#2]

Hi there, 

Sorry for the delayed response to your post. Your router is on an old firmware version from 2017 so this may be the cause for the problem. I've re-added your router details on to our hardware management platform, can you factory reset the router when you next get a chance by pushing a paperclip into the reset pin hole at the back for 20 seconds?

Let us know how you get on.

[edit]

You should then see your router update to the latest firmware within 48 hours.

[#3]

I did the factory reset from the router management page, will that be sufficient to trigger the firmware update?

[#4]

Yep it should do. Let us know if your router doesn't grab the newest firmware within 48 hours. 

[#5]

No change in firmware version...

[#6]

Can you PM me the serial number from the bottom of the router and I'll check this for you tomorrow when I'm back in the office. 

[#7]

What's the latest with this one because I'm looking for somebody affected by this issue to help us out with some diagnostics?

[#8]

@bobpullen Their serial number matches what's in the hardware component and I've asked @mdwakley if they could try a factory reset the old fashioned way using a paper clip. Not had a message back quite yet. 

If that doesn't update the firmware, I had in mind to raise this to you/the products team. 

Would the factory reset through the router interface work in the same way as if it's done physically using the pin hole?

Now I've said it out loud I've got a feeling the answer is yes but would be good to know.

[#9]

@Gandalf, moot point. The known problem affects all firmware versions. A factory reset via the interface should have the same effect though.

[#10]

Thanks for the clarification.

Sorry for barking up the wrong tree here. 

[#11]

Yes I haven't tried the pin hole factory reset method yet (just inconvenient as I work from home and rely on the broadband all the time).  Should I still do this when I get the chance?  

[#12]

Thanks for getting back to us @mdwakley 

Based on @bobpullen's advice, there's probably no point doing another factory reset and this issue isn't specific to one particular firmware version.

I believe it's under investigation and Bob's looking for help in the way of diagnostics to try to get to the bottom of this if you'd have some time.

[#13]

Sure I'll help if I can. @bobpullen, you can PM me...

[#14]

Cheers, I've passed this on to @bobpullen via email just in case he's missed the notifications.

I'm sure he'll be in touch when/if he still needs some diagnostic help.

[#15]

Hi I have the same issue I think

DNS is either slow or totally broken - many retries needed to get to websites

Sites give DNS error all the time

Router reboot helps for a while

Please help I am WFH and late for all my Zoom meetings! 

Thanks

Lee