cancel
Showing results for 
Search instead for 
Did you mean: 

Router keeps restarting

Highlighted
Newbie
Posts: 4
Registered: ‎06-02-2019

Router keeps restarting

Recently my router which I've had for about a year has started to restart itself quite often. Does anyone know if this a firmware or hardware issue? Any help would be appreciated.

5 REPLIES 5
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 5,153
Fixes: 871
Registered: ‎21-04-2017

Re: Router keeps restarting

Sorry to hear this.

We're definitely seeing the drops you're experiencing:

image1549490020791

Is your router actually rebooting itself (the light goes to green) or just dropping the connection (the light turns orange)? I'm asking because it looks like we're detecting a potential fault close or within your property:

Test Outcome Fail: Problem Explanation: [ OD508 ] Issue identified at or near to the end user premises. Access may be required to resolve the problem.
Test Outcome Code GTC_FTTC_SERVICE_1625
Description Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
Main Fault Location CE
Sync Status In Sync
Downstream Speed 35.0 Mbps
Upstream Speed 10.0 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 385.7
Upstream Rate Assessment Very Good
Downstream Rate Assessment Low
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-20M Downstream, Retransmission Low - 0.128M-10M Upstream, Retransmission High
Time Stamp 2019-01-24T22:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 11.6 Mbps 39.9 Mbps 27.1 Mbps
Up Stream Line Rate 0.8 Mbps 10.0 Mbps 9.7 Mbps
Up Time 465.0 Sec 900.0 Sec 889.8 Sec
Retrains 0.0 23.0 0.3
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-02-06T21:24:42Z 2019-02-06T21:39:42Z
Ingress Code Violation 6 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 117


If the light on the router goes green it may be worth us replacing it for you, however if it just goes orange, then I'd recommend trying the steps Here first before we look at replacing the router. Failing all that I'd head on over Here to raise a fault.

Hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Highlighted
Newbie
Posts: 4
Registered: ‎06-02-2019

Re: Router keeps restarting

Thanks for the reply. My hub just goes orange. Sometimes it does go back to being blue without me doing anything. Other times I do have to restart it. 

 

I will try testing the master socket and see what happens from there.

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 14,928
Thanks: 406
Fixes: 117
Registered: ‎27-04-2007

Re: Router keeps restarting

OK, please let us know when you've been able to give that a try. - Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Highlighted
Newbie
Posts: 4
Registered: ‎06-02-2019

Re: Router keeps restarting

I have taken the face plate off of my master socket and installed a micro filter. This did seem to cure the problem but yesterday my connection kept dropping out and the hub light went orange. Any help or idea on what I could do next? 

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 674
Thanks: 119
Fixes: 36
Registered: ‎24-04-2017

Re: Router keeps restarting

Hi @sd01822, thank you for getting back to us and I'm sorry to hear the connection issue persists. After testing today there certainly still looks to be something out of place somewhere and upon raising a fault on the issue our suppliers have advised a engineer would be needed to come out and investigate further. In which case, I have updated your account with a fault ticket with information required from yourself so we can progress this fault further.

Your fault ticket can be seen here.
 

If you could please drop us a message on here after updating the ticket as we'll get this picked up for you as soon as possible.

 Ben Devine
 Plusnet Help Team