Router keeps restarting

[#1]

Hi all,

Using a PlusNet hub one router and it keeps restarting.

See below events around the time it happens.

I've read various posts on these issues but unfortuantely not been able to find a reason for the "LCP Send Termination Request [User request]" and if this is the cause of the router restarting.

Its happening more and more frequently lately.

20:50:27, 19 Aug. (309768.380000) CWMP: session closed due to error: Could not resolve host 20:50:27, 19 Aug. (309768.340000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username 20:50:26, 19 Aug. (309768.330000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE' 20:50:26, 19 Aug. (309767.760000) CWMP: Initializing transaction for event code 4 VALUE CHANGE 20:50:23, 19 Aug. (309765.230000) PTM over DSL is down after 17 minutes uptime 20:50:23, 19 Aug. (309765.210000) PPPoE is down after 16 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)] 20:50:20, 19 Aug. (309761.770000) PPP LCP Send Termination Request [User request]

Firmware is Software version 4.7.5.1.83.8.237.2.2 | Last updated 16/08/17

Thanks

[#2]

Moderator's note:

Thread moved from Fibre Broadband to My Router.

[#3]

Hi @thefrench,

I've taken a look into this issue today and whilst I can see that the connection has dropped out a few times I've been unable to find a cause for this after running testing your line. As this is the case, I'd recommend carrying out our troubleshooting guides for these issues, which can be found here and here.

Please let us know how you get on with these and if you continue to experience any further issues after carrying them out so we can investigate further if needs be.

[#4]

I have the same problem, it has been ongoing since the end of June. To date 3 replacement hubs, 3 engineer visits and still have the same problem. A BT hub 5A seems to have improved the stability but the connection speed is well down now. Where does the disconnect request come from ? As that always preceeds the disconnection. Having just had a call from Plusnet with basically the option to put up or leave (with no penalties) I am getting nowhere.

It seems to me that the disconnected message is the problem, is it from openreach’s network or from plusnet software/firmware. I have a fixed IP address which is one of the reasons to go with plusnet. I have suggested that the exchange equipment and routing be changed but they did not want to do that.

Any advice please as the next step will be Offcom for their advice 

Thanks. Pete

[#5]

Sorry to see that this is still an issue Pete, in order to continue investigating the fault we would need to arrange a further engineer visit. Is that something you'd be willing to arrange with us? I'd like to offer taking ownership of the fault in return as I feel a continuity of support would be helpful moving forward.