router randomly pauses

[#1]

@Townman They seem reluctant to provide those these days - or maybe they don't know they exist?

[#2]

@yorkshiregeek 

Did this Hub come with you from a previous address or supplied to you at this property

Looking the Hubs management >Home >Advanced settings >Broadband >Internet page

Is the Broadband username yours or something else?

[#3]

It was mine from the previous property and is my username on the management page

it is mine but not the same as my id here (in case that matters)

[#4]

it is mine but not the same as my id here (in case that matters)

So did you create an new account for this address?

If so you should be using the broadband username for your current property not the previous one.

EDIT: so did you have a copper connection at your old property?

[#5]

my wife phoned support (as i'm non verbal and my supportive tech is horrible with call centers)

and she spoke to the people at the moving home extension, as far as I'm aware it was a new contract starting at the new property when the moving date happened.

it is the same account, new contract

we were told just plug in the route and it would work.  

[#6]

@Dan_the_Van 

Good spot - that could cause no end of sins!

@yorkshiregeek 

Is the broadband ID from your previous property still in use by someone?  If it is a dead account, I am surprised that the service works at all.

Edit: same account, therefore no change in user ID ... so what do you mean in reference to a different ID?

"it is mine but not the same as my id here"

[#7]

I removed the router and everything up to the BT box. 

I'm not in communication with the landlord anymore so I don't know sorry

**edit**

my forum username isn't the same as my account ID for the broadband 

[#8]

AH!!

Your "here" meant in the context of the forums!!  No, that has no bearing.

Nearly anything is possible around here ... we've seen users move (separate?), get a new account, take their router with them and attempt to continue to use it (with the old account details) ... whilst back at their old place, someone is using the same account as well.  Two connections on the same account causes havoc ... of the ilk that you are reporting.

A clean move of the service from one property to another on the same account can indeed use the same router with no issues.  Routers are tied to accounts and will self configure to use that account.  For the avoidance of doubt, you have never had a different account and this router was shipped to you from Plusnet ... and the correct account shows in the router admin screens?

[#9]

ah yes.

the username on the admin screen matches the one on my plus.net account

and this is the only account I've had 

[#10]

@Townman 

Due to the Hub odd behaviour maybe a suggested next step would be to arrange to have it replaced?

Shall we escalate this issue to ensure CS engage with the thread or tag some here, if so do have a name?

[#11]

@Dan_the_Van 

I agree, this has gone beyond reasonable poking around in the dark by the community and needs staff support.  Something is rather odd here and needs more reflection than a standard support prod.

Previously I'd have tagged @Marsh or @Windings here for direct technical assistance.  @Leanne_T seems to be ever present here, so a tag here might be more effective than raising to the escalations space at the moment.

[#12]

Heya @yorkshiregeek 

I have run a line test for you and found a fault on the line, which may require an appointment for us to resolve. We would need to run a couple of checks on the phone. If you could reach out to our technical team, they will be able to run some checks with you.

Unfortnuatley, I am tied up in other areas at the moment so I am unable to give you a call right now

@Townman 

I have provided a visual radius graph of the last 30 days

[#13]

@Marsh 

Josh - you are an utter star ... thank you!  This points in the right direction to find a remedy.

⭐‌‌‌

@yorkshiregeek 

Do those disconnection times look like when you were 'fiddling' or do they relate to when you encountered issues?

Can you please check your tickets (see the link below) and respond as appropriate ... or can you please ask your wife to engage with the support desk.

[#14]

Deleted

[#15]

@yorkshiregeek It would be interesting(for me, anyway) to see your event log at around the same time as today's, tomorrow. I appreciate there are some others with very useful guidance on this topic, but if you have ruled out cables/connections I am still leaning towards a dodgy Hub. However, I may be totally wrong, in which case I apologise in advance.