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Router reliability issue

fasteasyfree
Newbie
Posts: 2
Registered: 2 weeks ago

Router reliability issue

Router is a PlusNet Hub One, 4.7.5.1.83.8.263.

It seems that many evenings (not all) we get periods where the router becomes completely unresponsive, and all internet connectivity is down. The status LED remains blue, but you're unable to connect to it via IP. All other internal hosts (printer/server/etc) are contactable, even devices that hang off the router's ethernet ports.

 

Each instance lasts a few minutes, and then everything kicks back into life. Tonight has been particularly trying where I started typing this on my mobile because it was happening repeatedly for over an hour.

 

The event log shows the firewall going crazy with this kind of event: 

OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window...

Seems to be a strange old coincidence that these events in the firewall log stop the moment the issue clears up. I can't go back more than an hour or so to confirm when it started, because that's the limit of the log.

 

Is this a known bug? And if so, is there a firmware update to resolve it?

15 REPLIES 15
jab1
Seasoned Hero
Posts: 7,633
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Re: Router reliability issue

@fasteasyfree welcome to the forums. As I wasn't on FTTC when I was with PN, I am not sure if this will solve that particular issue, but if you post a request in this topic: https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1817507#M27150, it should be possible for the soon-to-be-deployed update to be pushed to you early.

John
bobpullen
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Re: Router reliability issue

@fasteasyfree - I've pushed the latest software update to your router. You'll need to power it off/back on again to apply it. Hope it helps.

Bob Pullen
Plusnet Product Team
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dvorak
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Re: Router reliability issue


Moderators Note


This topic has been moved from Fibre to My Router

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If it fixed it click 'This fixed my problem'
fasteasyfree
Newbie
Posts: 2
Registered: 2 weeks ago

Re: Router reliability issue

Excellent thank you Bob. Will give it a bounce shortly.
snozski
Grafter
Posts: 47
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Registered: ‎29-01-2013

Re: Router reliability issue

@bobpullen 

Hi mate 

I have the beta firmware on my router since some time ago to try and fix 5ghz wifi issues (it never really fixed it and im still stuck using 2.4ghz on my girlfriends pc (i use ethernet)

recently Ive started getting DNS issues where its super slow to resolve hosts on both our machines,  only fix is to reboot router then its fine. 

Can you confirm  Software version 4.7.5.1.83.8.273 is the latest beta firmware?  If it is not could you push the latest one to my router please so i can see if it helps with DNS issue + wifi thing. 

bobpullen
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Re: Router reliability issue

@snozski - no, it isn't the latest.

The latest firmware (which is in the process of being deployed to everybody), is 4.7.5.1.83.8.289.1.1

I have just pushed it your way. You'll need to restart your router to apply it.

It does contain some DNS fixes/improvements.

Bob Pullen
Plusnet Product Team
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snozski
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Re: Router reliability issue

@bobpullen 

 

Thank you so much stella.   I'm on the latest now fingers crossed it helps will reenable 5ghz tonight and try. 

snozski
Grafter
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Thanks: 3
Registered: ‎29-01-2013

Re: Router reliability issue

@bobpullen 

 

Hi again 

 

I've been using this new firmware for last few days.  Its been fine and 5ghz no issues.   But this afternoon both the connection on my wired pc and my girlfriends wifi connected pc started to become unresponsive 

 

I did some tracert's and pings trying to find out if it was my end or further down like and it certainly seems to be router related.

 

I pinged my router and got the same results both wired and wifi : 

 

Pinging 192.168.1.254 with 32 bytes of data:
Reply from 192.168.1.254: bytes=32 time=1558ms TTL=64
Reply from 192.168.1.254: bytes=32 time=6ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2057ms TTL=64
Reply from 192.168.1.254: bytes=32 time=12ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2718ms TTL=64
Reply from 192.168.1.254: bytes=32 time=46ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2015ms TTL=64
Reply from 192.168.1.254: bytes=32 time=13ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2019ms TTL=64
Reply from 192.168.1.254: bytes=32 time=8ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2297ms TTL=64
Reply from 192.168.1.254: bytes=32 time=11ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2428ms TTL=64
Reply from 192.168.1.254: bytes=32 time=8ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2240ms TTL=64
Reply from 192.168.1.254: bytes=32 time=6ms TTL=64

 

Can see it spiking every few seconds.    I have just restarted the router and its back to silky smooth.    Really no idea whats causing this.  Could my router be faulty ? 

Edit behaviour once rebooted : 

Pinging 192.168.1.254 with 32 bytes of data:
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64

Ping statistics for 192.168.1.254:
Packets: Sent = 18, Received = 18, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 1ms, Average = 0ms

Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Router reliability issue

Thanks for your post @snozski and welcome to our Community Forums.

I'm sorry to see you're still having connection issues even with the new firmware update.

Can you try a factory reset of the router by pushing a paperclip into the reset pin hole at the back for 20 seconds?

Once you've done that, you may need @bobpullen to push the latest firmware down to your router again.

If you're still having issues afterwards, my suggestion would be to replace the router unless Bob has other ideas.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
snozski
Grafter
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Registered: ‎29-01-2013

Re: Router reliability issue

Hi

Two days later same issues as described above.   restarting the modem is only fix 

 

Could you push firmware again to my router maybe ? 

 

Edit :   Ok a very strange thing 

I restarted modem and the same behaviour was occurring.   I had a idea to redisable 5ghz wifi and guess what soon as I did that the ping spikes to the modem have stoped.   This is via able a wired ethernet connection . 

Gandalf
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Router reliability issue

Thanks for getting back to us @snozski

I'm sorry to see you're still having issues. Disabling 5GHz having 'fixed' the issue is interesting. 

I can't arrange for your firmware to be updated again though I'm not confident that'll help if you're already on the latest.

Are you happy for me to send you a replacement router? 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
snozski
Grafter
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Registered: ‎29-01-2013

Re: Router reliability issue

@Gandalf 

Hi

Sure can give it a go.  Thanks for the help ! 

Gandalf
Plusnet Help Team
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Re: Router reliability issue

Cool. No problem @snozski

I've just arranged that now and the replacement router should land within 3 to 5 working days.

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
snozski
Grafter
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Registered: ‎29-01-2013

Re: Router reliability issue

@Gandalf 

Will do cheers mate