Hub 2 requires factory reset roughly every 2 weeks

[#1]

We've been having intermittent internet issues for a few months. We contacted tech support and after some diagnostics and an open reach engineer coming out to check the fibre connection, they replaced the router. Had it just over 2 weeks and had the same problem again.

When we experience issues, the blue light remains solid on the hub2, implying it is connected to the internet, but the devices connected on WiFi show no internet. I have a web server connected through ethernet, that pings google.com every 5 mins and logs the event. From this I can see exactly when the service drops, again the blue light remains solid and Plusnet report no issues on their end. They say it must be a device on my network which I would understand if it was the WiFi dropping out, but the WiFi is always connectable, just has no internet. The other funny thing is that during these drops, I am not able to access the hub2's webui, even from my pc which is also connected through ethernet. During a drop, if I unpluck and replug the wan port, it temporarily resolved the problem, but then we get another drop a few hours later and the issue continues.

That is the case until I factory reset the router, which is a pain. But the solves everything for a week or 2 or 3, but then the issue comes back.

[#2]

@fozid When did you last reset the Hub, and can you export the event log and attach the resulting .csv file to a post please?

[#3]

@fozid 

Your current setup of having the in-house web server ping Google, could be showing loss of connectivity anywhere along the chain of communication, i.e your web server, LAN, router, WAN broadband connection, or the wider internet.

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@fozid wrote:
When we experience issues, the blue light remains solid on the hub2, implying it is connected to the internet

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Have you considered also setting up a ThinkBroadband Broadband Quality Monitor, that produces a graph of ping latency from an external server pinging your router's WAN interface ?.

The resulting graph would allow you to isolate whether the loss of comms was WAN side, or not.

If you are considering doing that, then also read the Broadband Quality Monitor FAQ 

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[#4]

Have you tried power cycling the router as opposed to a factory reset?

[#5]

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@fozid wrote:

... they replaced the router. Had it just over 2 weeks and had the same problem again.

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Just checking,  was the router's power supply plug replaced as well as the router itself ?

Electronics hanging as you describe your router doing, is often due to failing power supplies rather than the powered device.

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[#6]

How many reports of failing power supplies have we seen around here?

[#7]

Last factory reset was a couple of days ago. Not had a single issue since then. event log attached.

[#8]

Yeah, i am aware my current ping log only shows when my server can access google. lots of different things can cause that ping to fail, but it is a good indication of network availability. But great tip on the Broadband Quality Monitor. I have set that up 👍

[#9]

yes. To answer this question in more detail, I have found 3 things resolve the issue to differing degrees. 

Unplug and replug the WAN port instantly resolves the issue, but this fix only lasts an 30-90mins before drops begin again.

Power cycle the router resolves it instantly, but this only lasts a 2-3 hours.

Factory reset also instantly resolves the issue and this lasts around 1-3 weeks.

[#10]

ugh, im well gutted at my self now youve said this. I was lazy and left the original plug in the wall and just replaced the router. I never considered it could be the power supply. I have already returned the old router in the new box with all the 'spare' bits including the new plug. If nothing else resolves this issue I will look into replacing the plug.

Thanks

[#11]

Why when replying to a comment does this forum not include some indication of the message being replied to????

[#12]

@Dan_the_Van any ideas?, this is way over my pay grade?

Sorry, @fozid .

[#13]

Depends on what your notification settings are.  You should get a notification (See useful links 'My Notifications') and depending on your email preferences and email too.

I am seeing a lot of 'toaster' pop-ups from all your comments added here...

[#14]

@fozid 

Your webserver is it IP Address 192.168.1.4?

Are you expecting external connections to this device, as I can see port forward rules for port 22, 80  and 443 with many accepted connections from various global locations.

If you shutdown the web server do other devices recover their internet connection?

[#15]

yeah 192.168.1.4 is my webserver which has a public facing website myself and family use. I will try next time it drops to disable this server and see if the internet service is resolved.