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Router no longer working

rorantar
Dabbler
Posts: 11
Thanks: 2
Fixes: 1
Registered: ‎14-01-2019

Router no longer working

My Hub One router has suddenly started playing up: 5 disconnections in the last 2 weeks. It had been up reliably for 80 days in a row, from late April until the middle of this month. Then the router disconnected on the 17th, 19th, 22nd, 24th, and again today (31st). It's tiresome having to reconnect devices so often.

This problems seem to have coincided with the new software version 289 being pushed out. Previously I was on 263, which clearly was more reliable in comparison. Is this a known issue? Are these constant router reboots going to keep happening from now on?

3 REPLIES 3
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,381
Thanks: 6,907
Fixes: 1,148
Registered: ‎21-04-2017

Re: Router no longer working

Thanks for your post @rorantar

I'm sorry to see you're having issues with your router. As far as I'm aware there are no known issues with that firmware version. Also your router up time is showing as 16 days 7 hours.

Does the light on your router change colour when it 'reboots'?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
rorantar
Dabbler
Posts: 11
Thanks: 2
Fixes: 1
Registered: ‎14-01-2019

Re: Router no longer working

Hi Gandalf,

Router is resetting overnight so I only become aware of a problem when I try to use my devices in the morning and see they've lost their network connection. On my Amazon Firestick for example I have to go into the device settings, forget the broken wifi connection, re-select it from the list and re-type the password before I can use the device again.

My Hub One router stats under Advanced Settings, Broadband are showing: 

Internet Connection Configuration
Connection Information
Connection time: 2 days, 10:07:58

... which ties in with when I had my last reboot. Event log:

Recorded events
Time and date Message
02:44:41, 31 Jul. (1207672.480000) WAN operating mode is VDSL
02:44:41, 31 Jul. (1207672.480000) Last WAN operating mode was VDSL
02:44:40, 31 Jul. (1207671.210000) PPP IPCP Receive Configuration ACK
02:44:40, 31 Jul. (1207671.210000) PPP IPCP Send Configuration Request

... which also matches. I had four disconnections between 17th and 24th, then the one again on the 31st.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,381
Thanks: 6,907
Fixes: 1,148
Registered: ‎21-04-2017

Re: Router no longer working

Hi @rorantar

Ah that's odd, I'm not sure why our tool we use for looking into routers is showing an uptime of 17 days.

I've looked at the radius logs for your connection and I can see the drops you've mentioned.

Line tests aren't showing any issues and it's difficult to investigate these single drops due to how far apart they are. It's normally for broadband to drop occasionally, the tolerance for an intermittent connection generally being 3 drops within 24 hours or 6 drops within 72 hours before we can arrange an engineer to look into it further.

Your devices shouldn't be losing network connection with the router though, so I suspect your router may be faulty. I've arranged to send you a new one you should receive within the next 3 to 5 working days. 

Let us know how it goes once you've got it. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team