Router defaulted to setup@plusdsl.net and intermittent drops

[#1]

I experienced a similar issue, with my PN One hub (Software version 4.7.5.1.83.8.237.2.2 | Last updated 15/04/18) showing a blue light and in hub manager shows as 'connected'; the broadband user name seems to have defaulted back to 'setup@plusdsl.net' after what seems to have been a remote hub management session -

11:06:55, 22 Sep. (1275864.640000) CWMP: session closed due to error: Could not resolve host 11:06:55, 22 Sep. (1275864.510000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username 11:06:55, 22 Sep. (1275864.500000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' 11:06:55, 22 Sep. (1275864.130000) CWMP: Initializing transaction for event code 4 VALUE CHANGE 11:06:53, 22 Sep. (1275862.280000) PTM over DSL is down after 2841 minutes uptime 11:06:53, 22 Sep. (1275862.280000) PPPoE is down after 2840 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)] 11:06:50, 22 Sep. (1275859.540000) PPP LCP Send Termination Request [User request]

I have also been experiencing random intermittent disconnects during the day, which has been annoying, but not yet at the level where I can find the will to call customer support, and jump through all the hoops in the faultfinding flowchart.

I initially used a BT Home hub 5 configured with my PN BB user details until it started disconnecting constantly, and am starting to wonder if I would be better off with a completely different provider and commercially available vdsl modem router.

Moderator's note by Mike (Mav): Changed thread title to reflect issue after split.

[#2]

Moderator's note:

Post moved to its own thread for better visibility from https://community.plus.net/t5/My-Router/I-have-reset-router-now-I-cannot-connect-to-internet/td-p/15....

[#3]

Sorry to hear you're having issues.

It looks like your router details was deleted from our management system which means its running a older firmware which has issues with lines that have what's known as a low SNR

I've readded the router to the system and if you factory reset it using the pinhole on the back you should have the new firmware within 48 hours

[#4]

Hi Matthew

The factory reset does not appear to have made any difference. What is the most up to date firmware version number?

Time and date	Message
13:46:40, 19 Oct.	(527203.080000) Reset to Defaults button pressed

Recorded events Time and date Message 13:47:39, 19 Oct. ( 30.430000) System up, firmware version: 4.7.5.1.83.8.237.2.2 13:47:24, 19 Oct. ( 15.770000) System start 11:20:25, 13 Oct. ( 32.710000) System up, firmware version: 4.7.5.1.83.8.237.2.2 11:20:10, 13 Oct. ( 18.320000) System start 13:17:20, 03 Oct. ( 33.150000) System up, firmware version: 4.7.5.1.83.8.237.2.2 13:17:05, 03 Oct. ( 18.520000) System start 12:49:11, 22 Sep. ( 30.580000) System up, firmware version: 4.7.5.1.83.8.237.2.2 12:48:56, 22 Sep. ( 15.700000) System start 11:53:35, 22 Sep. ( 28.740000) System up, firmware version: 4.7.5.1.83.8.237.2.2 11:53:22, 22 Sep. ( 16.170000) System start 16:42:55, 07 Sep. ( 33.570000) System up, firmware version: 4.7.5.1.83.8.237.2.2 16:42:39, 07 Sep. ( 17.850000) System start 04:00:41, 24 Jul. ( 32.560000) System up, firmware version: 4.7.5.1.83.8.237.2.2 04:00:26, 24 Jul. ( 18.070000) System start 18:17:34, 14 Jul. ( 30.840000) System up, firmware version: 4.7.5.1.83.8.237.2.2 18:17:19, 14 Jul. ( 15.730000) System start from GUI 15:42:46, 24 Jun. ( 30.450000) System up, firmware version: 4.7.5.1.83.8.237.2.2 15:42:31, 24 Jun. ( 15.890000) System start 14:17:15, 08 Jun. ( 31.720000) System up, firmware version: 4.7.5.1.83.8.237.2.2 14:17:00, 08 Jun. ( 17.420000) System start 01:28:35, 14 May. ( 30.900000) System up, firmware version: 4.7.5.1.83.8.237.2.2 01:28:21, 14 May. ( 17.040000) System start 22:22:08, 07 May. ( 31.160000) System up, firmware version: 4.7.5.1.83.8.237.2.2 22:21:52, 07 May. ( 15.700000) System start Button press 08:19:30, 24 Apr. ( 30.530000) System up, firmware version: 4.7.5.1.83.8.237.2.2 08:19:15, 24 Apr. ( 16.150000) System start 01:00:30, 11 Apr. ( 31.330000) System up, firmware version: 4.7.5.1.83.8.237.2.2 01:00:15, 11 Apr. ( 16.190000) System start 08:02:08, 24 Apr. ( 30.150000) System up, firmware version: 4.7.5.1.83.8.237.2.2 08:01:53, 24 Apr. ( 15.920000) System start 11:34:54, 15 Apr. ( 38.740000) System up, firmware version: 4.7.5.1.83.8.237.2.2 11:34:40, 15 Apr. ( 24.300000) System start 11:17:30, 15 Apr. ( 27.870000) System up, firmware version: 4.7.5.1.83.8.217.1.1 11:17:15, 15 Apr. ( 12.230000) System start 01:00:16, 23 Oct. ( 27.900000) System up, firmware version: 4.7.5.1.83.8.217.1.1 01:00:01, 23 Oct. ( 12.850000) System start
Plusnet Hub One | Software version 4.7.5.1.83.8.237.2.2 | Last updated 15/04/18

[#5]

Sorry to hear this.

I've asked a colleague if we can push out the latest firmware for you manually as you haven't received it automatically.

Hopefully this should be done in the next 24 to 48 hours

[#6]

Hi Matthew

if anyone has tried a manual update, it hasn't worked.

Today between 10:00 and 12:30 my broadband has dropped 11 times, as you can see from the attached doc.

I have raised a fault with technical support.

[#7]

Hi there.

Sorry to hear your connection is still dropping.

Just to make sure that the firmware update has been done, could you find out what firmware your router is running on now please?

[#8]

Software version 4.7.5.1.83.8.237.2.2 | Last updated 15/04/18, same as before.

I believe the most recent version is 4.7.5.1.83.8.259, according to PlusNet Customer Support; I had an email following my call to raise a fault - which included the advice below. I should add that trying the link results in

Hmmm... cannot reach this page Try this Make sure that you’ve got the right web address: http://teamsites.plus.net Search for "http://teamsites.plus.net" on Bing Refresh the page Details There was a temporary DNS error. Try refreshing the page. Error Code: INET_E_RESOURCE_NOT_FOUND

If an update is required, this can be done via Ask Products (http://teamsites.plus.net/tm/Products/SitePages/Ask%20Products.aspx)  However, to set expectations appropriately, firmware updates are generally only for a specific issue and don�t tend to improve performance of the device.

[#9]

Hi @LoanRanger,

I'm sorry to see that you've been sent that link, as it is for an internal site and not for customer use. I have raised this back to our Products Team to look into pushing the latest firmware update out to the router.

[#10 · Accepted solution]

To set the record straight...

4.7.5.1.83.8.237.2.2 - Current version in live deployment
4.7.5.1.83.8.259 - Version being shipped with new units
4.7.5.1.83.8.259.1.1 - Version we have upgraded about 1/4 of live devices to

@LoanRanger, can you message me the serial number and MAC address of your device please, because I've a suspicion it's not correctly associated with your account?

Edit: router has now been upgraded.

[#11]

Line has been rock solid for 3 days since the firmware upgrade, no intermittent disconnection and no drop in data rate as a trade-off for stability.

If anything changes I will update this thread, but I have a feeling that the problem is resolved since prior to this I could hardly get through 24 hours without at least 1 random disconnect, and generally more than 1 a day.

Big thanks to the PlusNet staff on the forum.

[#12]

Since 05/11/18, router has only dropped on the 9th, 15th, 20th and 27th. Which is probably good enough for me. 

[#13]

Hi @LoanRanger,

Thank you for getting back in touch. I'm glad to hear that the connection drops have settled down and that these are now in line with what we'd expect.

Please let us know if you start experiencing frequent drops again or if there's anything else you'd like to discuss.