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Router continually rebooting

FIXED
Julesd
Newbie
Posts: 5
Thanks: 1
Fixes: 1
Registered: ‎13-06-2020

Router continually rebooting

Hi,
The plusnet router I have for the last few months has been continually rebooting - orange / green lights etc and obviously with WiFi dropping out. Tonight it has happened 8 times whilst trying to watch a film. It also reboots at random times, before tonight it was this morning when I was on Zwift. I have contacted help desk to no avail and with no proactive support. Getting really frustrating.... The router also makes a hissing type noise when watching a film, Zwift or generally on internet. The are no obvious issues with line and everything points to the router. I have checked and reset router numerous times as suggested but does nothing.
Any help would be greatly appreciated.
Thanks
6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 9,932
Thanks: 2,662
Fixes: 202
Registered: ‎30-07-2007

Re: Router continually rebooting

Have you checked the router event log for any reason for the reboot. I think its under the 'troubleshootng' menu. If there are entries like ' boot reason watchdog reset 0x03' then that's indicative of a hardware fault and if still under warranty the Plusnet should replace the router

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.

Julesd
Newbie
Posts: 5
Thanks: 1
Fixes: 1
Registered: ‎13-06-2020

Re: Router continually rebooting

Hi,
Thanks for reply.
Yes, that’s is what comes up continually on event log. Have sent this to help desk already but no joy. Not at home at mo for last nights but here is from 25 May:
12:34:38, 06 Jun. ( 33.590000) System up, firmware version: 4.7.5.1.83.8.263
12:34:22, 06 Jun. ( 18.010000) System start
12:34:22, 06 Jun. ( 18.010000) Boot reason: watchdog reset (cause: 0x3)
12:13:22, 06 Jun. ( 33.190000) System up, firmware version: 4.7.5.1.83.8.263
12:13:07, 06 Jun. ( 18.030000) System start
12:13:07, 06 Jun. ( 18.020000) Boot reason: watchdog reset (cause: 0x3)
11:51:37, 06 Jun. ( 32.780000) System up, firmware version: 4.7.5.1.83.8.263
11:51:22, 06 Jun. ( 17.990000) System start
11:51:22, 06 Jun. ( 17.990000) Boot reason: watchdog reset (cause: 0x3)
11:33:23, 06 Jun. ( 33.370000) System up, firmware version: 4.7.5.1.83.8.263
11:33:07, 06 Jun. ( 17.700000) System start
11:33:07, 06 Jun. ( 17.700000) Boot reason: watchdog reset (cause: 0x3)
Julesd
Newbie
Posts: 5
Thanks: 1
Fixes: 1
Registered: ‎13-06-2020

Re: Router continually rebooting

Sorry 06th June!
MisterW
Superuser
Superuser
Posts: 9,932
Thanks: 2,662
Fixes: 202
Registered: ‎30-07-2007

Re: Router continually rebooting

Yep, that looks like a hardware fault. Hopefully one of the PlusNet help team will along shortly to assist...

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.

Julesd
Newbie
Posts: 5
Thanks: 1
Fixes: 1
Registered: ‎13-06-2020

Re: Router continually rebooting

Thanks for your help and confirming my suspicions.
Julesd
Newbie
Posts: 5
Thanks: 1
Fixes: 1
Registered: ‎13-06-2020

Re: Router continually rebooting

Fix
Hi, just to give closure to this and offer help if anyone else is suffering from the dire service provided from Plusnet...
It was indeed the router which was at fault. I had no communication from Plusnet until I purchased and installed a third party router (TP-LINK AC1600) which rectified the dropouts immediately and increased speeds.
Plusnet then contacted me asking if I still needed an engineer as the line fault has improved?! *+#%$
They also never contacted me and mobile numbers are correct.

“Thanks for your patience.
I have tried to call you but you were unavailable.
I have tested the line and over the last few days it has been better, however if you still think there is an issue in order to investigate the issue further we will need to arrange an engineers visit to the property.”

Potentially the engineer could also charge for defective equipment.
Save the pain and buy a third party router (I know you shouldn’t have to but...) and when the contract ends jump to a better provider!