Broadband keeps dropping out multiple times a day (watchdog reset)

[#1]

This has been happening basically for a year, and something I should have investigated before now. Getting quite annoying at times (earache from the wife). Can you do a line/speed and connectivity check on my account and see whether there is a router firmware update or any local errors that could help:

21:30:44, 21 Nov.            ( 27.190000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:30:30, 21 Nov.            ( 13.730000) System start

21:30:30, 21 Nov.            ( 13.730000) Boot reason: watchdog reset (cause: 0x3)

23:51:57, 19 Nov.            ( 28.070000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:51:43, 19 Nov.            ( 14.070000) System start

23:51:43, 19 Nov.            ( 14.070000) Boot reason: watchdog reset (cause: 0x3)

23:40:13, 16 Nov.            ( 27.970000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:39:58, 16 Nov.            ( 13.480000) System start

23:39:58, 16 Nov.            ( 13.480000) Boot reason: watchdog reset (cause: 0x3)

19:53:09, 16 Nov.            ( 28.010000) System up, firmware version: 4.7.5.1.83.8.237.2.2

19:52:54, 16 Nov.            ( 13.770000) System start

19:52:54, 16 Nov.            ( 13.770000) Boot reason: watchdog reset (cause: 0x2)

22:07:19, 14 Nov.            ( 27.640000) System up, firmware version: 4.7.5.1.83.8.237.2.2

22:07:05, 14 Nov.            ( 13.590000) System start

22:07:05, 14 Nov.            ( 13.590000) Boot reason: watchdog reset (cause: 0x3)

20:51:00, 13 Nov.            ( 27.030000) System up, firmware version: 4.7.5.1.83.8.237.2.2

20:50:46, 13 Nov.            ( 13.430000) System start

20:50:46, 13 Nov.            ( 13.430000) Boot reason: watchdog reset (cause: 0x3)

20:51:59, 10 Nov.            ( 27.400000) System up, firmware version: 4.7.5.1.83.8.237.2.2

20:51:45, 10 Nov.            ( 13.650000) System start

20:51:45, 10 Nov.            ( 13.650000) Boot reason: watchdog reset (cause: 0x3)

17:49:56, 09 Nov.            ( 27.640000) System up, firmware version: 4.7.5.1.83.8.237.2.2

17:49:42, 09 Nov.            ( 13.970000) System start

17:49:42, 09 Nov.            ( 13.970000) Boot reason: watchdog reset (cause: 0x3)

00:31:19, 09 Nov.            ( 27.680000) System up, firmware version: 4.7.5.1.83.8.237.2.2

00:31:05, 09 Nov.            ( 13.970000) System start

00:31:05, 09 Nov.            ( 13.970000) Boot reason: watchdog reset (cause: 0x3)

23:38:04, 08 Nov.            ( 27.600000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:37:50, 08 Nov.            ( 13.530000) System start

23:37:50, 08 Nov.            ( 13.530000) Boot reason: watchdog reset (cause: 0x3)

23:42:03, 07 Nov.            ( 25.310000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:41:51, 07 Nov.            ( 13.450000) System start

23:41:51, 07 Nov.            ( 13.440000) Boot reason: watchdog reset (cause: 0x3)

01:40:45, 07 Nov.            ( 26.980000) System up, firmware version: 4.7.5.1.83.8.237.2.2

01:40:31, 07 Nov.            ( 13.410000) System start

01:40:31, 07 Nov.            ( 13.410000) Boot reason: watchdog reset (cause: 0x3)

23:03:28, 06 Nov.            ( 28.040000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:03:14, 06 Nov.            ( 14.040000) System start

23:03:14, 06 Nov.            ( 14.030000) Boot reason: watchdog reset (cause: 0x3)

21:41:44, 06 Nov.            ( 28.530000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:41:29, 06 Nov.            ( 14.060000) System start

21:41:29, 06 Nov.            ( 14.060000) Boot reason: watchdog reset (cause: 0x3)

19:08:48, 06 Nov.            ( 27.350000) System up, firmware version: 4.7.5.1.83.8.237.2.2

19:08:34, 06 Nov.            ( 13.620000) System start

19:08:34, 06 Nov.            ( 13.610000) Boot reason: watchdog reset (cause: 0x3)

11:17:12, 06 Nov.            ( 27.510000) System up, firmware version: 4.7.5.1.83.8.237.2.2

11:16:58, 06 Nov.            ( 13.700000) System start

11:16:58, 06 Nov.            ( 13.700000) Boot reason: watchdog reset (cause: 0x3)

00:33:38, 06 Nov.            ( 28.140000) System up, firmware version: 4.7.5.1.83.8.237.2.2

00:33:24, 06 Nov.            ( 14.010000) System start

00:33:24, 06 Nov.            ( 14.010000) Boot reason: watchdog reset (cause: 0x3)

23:01:02, 05 Nov.            ( 28.120000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:00:48, 05 Nov.            ( 14.030000) System start

23:00:48, 05 Nov.            ( 14.020000) Boot reason: watchdog reset (cause: 0x3)

21:37:56, 05 Nov.            ( 27.590000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:37:42, 05 Nov.            ( 14.030000) System start

21:37:42, 05 Nov.            ( 14.030000) Boot reason: watchdog reset (cause: 0x3)

20:21:32, 05 Nov.            ( 27.770000) System up, firmware version: 4.7.5.1.83.8.237.2.2

20:21:17, 05 Nov.            ( 13.550000) System start

20:21:17, 05 Nov.            ( 13.550000) Boot reason: watchdog reset (cause: 0x3)

20:25:10, 04 Nov.            ( 27.090000) System up, firmware version: 4.7.5.1.83.8.237.2.2

20:24:56, 04 Nov.            ( 13.450000) System start

20:24:56, 04 Nov.            ( 13.450000) Boot reason: watchdog reset (cause: 0x3)

07:16:00, 03 Nov.            ( 28.030000) System up, firmware version: 4.7.5.1.83.8.237.2.2

07:15:45, 03 Nov.            ( 13.630000) System start

07:15:45, 03 Nov.            ( 13.630000) Boot reason: watchdog reset (cause: 0x3)

22:21:44, 02 Nov.            ( 28.410000) System up, firmware version: 4.7.5.1.83.8.237.2.2

22:21:29, 02 Nov.            ( 13.510000) System start

22:21:29, 02 Nov.            ( 13.510000) Boot reason: watchdog reset (cause: 0x3)

23:38:05, 01 Nov.            ( 27.910000) System up, firmware version: 4.7.5.1.83.8.237.2.2

23:37:51, 01 Nov.            ( 14.030000) System start

23:37:51, 01 Nov.            ( 14.030000) Boot reason: watchdog reset (cause: 0x3)

21:40:59, 01 Nov.            ( 27.410000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:40:45, 01 Nov.            ( 13.780000) System start

21:40:45, 01 Nov.            ( 13.780000) Boot reason: watchdog reset (cause: 0x3)

22:18:05, 30 Oct.              ( 27.810000) System up, firmware version: 4.7.5.1.83.8.237.2.2

22:17:50, 30 Oct.              ( 13.650000) System start

22:17:50, 30 Oct.              ( 13.650000) Boot reason: watchdog reset (cause: 0x3)

19:38:35, 29 Oct.              ( 27.320000) System up, firmware version: 4.7.5.1.83.8.237.2.2

19:38:21, 29 Oct.              ( 13.460000) System start

19:38:21, 29 Oct.              ( 13.460000) Boot reason: watchdog reset (cause: 0x3)

12:32:51, 27 Oct.              ( 27.710000) System up, firmware version: 4.7.5.1.83.8.237.2.2

12:32:37, 27 Oct.              ( 14.070000) System start

16:45:38, 26 Oct.              ( 28.590000) System up, firmware version: 4.7.5.1.83.8.237.2.2

16:45:23, 26 Oct.              ( 14.050000) System start

16:45:23, 26 Oct.              ( 14.040000) Boot reason: watchdog reset (cause: 0x3)

21:01:56, 25 Oct.              ( 28.290000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:01:41, 25 Oct.              ( 13.520000) System start

21:01:41, 25 Oct.              ( 13.520000) Boot reason: watchdog reset (cause: 0x3)

21:39:15, 24 Oct.              ( 27.870000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:39:00, 24 Oct.              ( 13.570000) System start

05:18:16, 23 Oct.              ( 27.520000) System up, firmware version: 4.7.5.1.83.8.237.2.2

05:18:02, 23 Oct.              ( 13.520000) System start

05:18:02, 23 Oct.              ( 13.520000) Boot reason: watchdog reset (cause: 0x3)

00:11:21, 23 Oct.              ( 26.450000) System up, firmware version: 4.7.5.1.83.8.237.2.2

00:11:08, 23 Oct.              ( 14.050000) System start

00:11:08, 23 Oct.              ( 14.040000) Boot reason: watchdog reset (cause: 0x3)

21:54:36, 22 Oct.              ( 27.390000) System up, firmware version: 4.7.5.1.83.8.237.2.2

21:54:22, 22 Oct.              ( 13.570000) System start

21:54:22, 22 Oct.              ( 13.570000) Boot reason: watchdog reset (cause: 0x3)

Moderator's note by Dick (Strat): Post released from Spam Filter.

[#2]

Hello @jm0221,

Thanks for getting in touch and welcome to our forums. I have looked over the router logs you have provided and we can that the router does appear to be resetting it self. Upon testing your line we have found a potential external fault.

I have raised this to our supplier who will investigate this further and we will keep you updated here.

Please can advise also what kind of devices you connect with, for example Kindle etc.

[#3]

Multiple devices:

laptops (*2)

Firestick (*2)

tablets

phones (*2)

~5 echos (my wife seems to think every room should have 1 so could be more!)

Might not always notice the drop unless the kids are on tablets then they give off or we're trying to watch something on the firestick and it drops and someone goes and checks the router colours (or if I'm on a laptop check the router gui)

[#4]

Hi @jm0221

Thanks for that. 

Are they all connecting to your Wireless networks, or are the laptops wired by chance? 

Thanks,

MoR

[#5]

Laptops are wireless. Only things that are wired and going external are xbox and tv.

[#6]

Hi @jm0221,

Thank you for confirming how your devices are connected.

I've checked on your fault and I can see that an engineer carried out some work on the line this morning and they believe this will have resolved the problem.

Please keep an eye on your connection over the next 24-48 hours and let us know if it continues dropping or if you experience any other problems.

[#7]

Ok, will do. Thanks. Any idea on the physical problem in the cabinet?

[#8]

I was away over the weekend so switched it off, back on Monday @14.50 and its done it once last night, around the time we were using a firestick:

22:48:41, 27 Nov.	( 27.570000) System up, firmware version: 4.7.5.1.83.8.237.2.2
22:48:27, 27 Nov.	( 13.900000) System start
22:48:27, 27 Nov.	( 13.900000) Boot reason: watchdog reset (cause: 0x3)

[#9]

Hi @jm0221, I hope you had a good weekend away. We are seeing the drop that happened from this side also which is worrying given the line fault looks to be clear now and upon testing there's no signs of what could be behind these late evening drops. I'd recommend moving forwards to set your router up in the optimal set-up as seen below to see if the drops persist.

To set up in the optimal set-up this would involve plugging the connection into your test socket which is under the face plate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Given the frequency of the drops I'd recommend leaving in this set-up for 24-48 hours to see if the problem persists. Let us know how it goes.

[#10]

After 24hrs it just dropped. 21.25 was when I switched to the internal test socket.

00:07:00, 30 Nov.	( 28.320000) System up, firmware version: 4.7.5.1.83.8.237.2.2
00:06:45, 30 Nov.	( 13.760000) System start
00:06:45, 30 Nov.	( 13.760000) Boot reason: watchdog reset (cause: 0x3)
21:25:57, 28 Nov.	( 28.220000) System up, firmware version: 4.7.5.1.83.8.237.2.2
21:25:43, 28 Nov.	( 14.120000) System start

[#11]

Hi @jm0221,

I'm sorry to hear that you're connection has dropped out. I have tested your line today and from what I can see this is the first drop in a couple of days, but otherwise the line has been stable and the speeds coming into the property are performing at the rate we would expect. If the Router is still plugged into the Test Socket, please continue to keep it there and observe the connection for any further drops over the coming days and if anymore do occur please consult our troubleshooting guide, which can be found here, to make sure that all of the internal troubleshooting has been carried out.

If the connection continues dropping out and none of the troubleshooting steps have helped to resolve the fault, please let us know so we can look into arranging an engineer appointment to investigate the fault further.

[#12]

So having left it for a few weeks the drops are around the same and particularly bad today.

Note I have no other equipment on the line, don't have a telephone plugged in although I did to check the line. I might be able to get an older netgear router to rule out the plusnet one.

00:22:25, 22 Dec.	( 28.190000) System up, firmware version: 4.7.5.1.83.8.237.2.2
00:22:11, 22 Dec.	( 14.080000) System start
00:22:11, 22 Dec.	( 14.080000) Boot reason: watchdog reset (cause: 0x3)
22:28:31, 21 Dec.	( 28.480000) System up, firmware version: 4.7.5.1.83.8.237.2.2
22:28:16, 21 Dec.	( 14.020000) System start
22:28:16, 21 Dec.	( 14.020000) Boot reason: watchdog reset (cause: 0x3)
22:23:33, 21 Dec.	( 27.130000) System up, firmware version: 4.7.5.1.83.8.237.2.2
22:23:19, 21 Dec.	( 13.500000) System start
22:23:19, 21 Dec.	( 13.500000) Boot reason: watchdog reset (cause: 0x3)
18:20:20, 21 Dec.	( 28.310000) System up, firmware version: 4.7.5.1.83.8.237.2.2
18:20:05, 21 Dec.	( 14.060000) System start
18:20:05, 21 Dec.	( 14.050000) Boot reason: watchdog reset (cause: 0x3)
17:35:56, 21 Dec.	( 28.400000) System up, firmware version: 4.7.5.1.83.8.237.2.2
17:35:41, 21 Dec.	( 14.080000) System start
17:35:41, 21 Dec.	( 14.070000) Boot reason: watchdog reset (cause: 0x3)
23:20:55, 20 Dec.	( 27.860000) System up, firmware version: 4.7.5.1.83.8.237.2.2
23:20:41, 20 Dec.	( 14.090000) System start
23:20:41, 20 Dec.	( 14.080000) Boot reason: watchdog reset (cause: 0x3)
23:00:51, 20 Dec.	( 27.890000) System up, firmware version: 4.7.5.1.83.8.237.2.2
23:00:37, 20 Dec.	( 14.100000) System start
23:00:37, 20 Dec.	( 14.100000) Boot reason: watchdog reset (cause: 0x3)
21:52:26, 20 Dec.	( 27.560000) System up, firmware version: 4.7.5.1.83.8.237.2.2
21:52:12, 20 Dec.	( 13.880000) System start
23:28:09, 18 Dec.	( 28.030000) System up, firmware version: 4.7.5.1.83.8.237.2.2
23:27:54, 18 Dec.	( 13.620000) System start
23:27:54, 18 Dec.	( 13.620000) Boot reason: watchdog reset (cause: 0x3)
17:30:10, 18 Dec.	( 25.340000) System up, firmware version: 4.7.5.1.83.8.237.2.2
17:29:58, 18 Dec.	( 13.520000) System start
17:29:58, 18 Dec.	( 13.520000) Boot reason: watchdog reset (cause: 0x3)
19:52:32, 17 Dec.	( 26.310000) System up, firmware version: 4.7.5.1.83.8.237.2.2
19:52:19, 17 Dec.	( 14.060000) System start
19:52:19, 17 Dec.	( 14.060000) Boot reason: watchdog reset (cause: 0x3)
18:56:50, 17 Dec.	( 28.540000) System up, firmware version: 4.7.5.1.83.8.237.2.2
18:56:35, 17 Dec.	( 14.070000) System start
18:56:35, 17 Dec.	( 14.070000) Boot reason: watchdog reset (cause: 0x3)
17:34:51, 17 Dec.	( 25.620000) System up, firmware version: 4.7.5.1.83.8.237.2.2
17:34:39, 17 Dec.	( 13.500000) System start
19:31:10, 15 Dec.	( 28.310000) System up, firmware version: 4.7.5.1.83.8.237.2.2
19:30:55, 15 Dec.	( 14.070000) System start
19:30:55, 15 Dec.	( 14.070000) Boot reason: watchdog reset (cause: 0x3)
17:47:03, 15 Dec.	( 27.650000) System up, firmware version: 4.7.5.1.83.8.237.2.2
17:46:49, 15 Dec.	( 13.600000) System start
18:52:19, 14 Dec.	( 28.310000) System up, firmware version: 4.7.5.1.83.8.237.2.2
18:52:04, 14 Dec.	( 13.670000) System start
23:52:54, 12 Dec.	( 27.240000) System up, firmware version: 4.7.5.1.83.8.237.2.2
23:52:40, 12 Dec.	( 13.450000) System start
23:52:40, 12 Dec.	( 13.450000) Boot reason: watchdog reset (cause: 0x3)
04:46:45, 12 Dec.	( 27.180000) System up, firmware version: 4.7.5.1.83.8.237.2.2
04:46:31, 12 Dec.	( 13.500000) System start
23:32:10, 11 Dec.	( 27.580000) System up, firmware version: 4.7.5.1.83.8.237.2.2
23:31:56, 11 Dec.	( 13.530000) System start
23:31:56, 11 Dec.	( 13.520000) Boot reason: watchdog reset (cause: 0x3)
00:46:08, 11 Dec.	( 27.340000) System up, firmware version: 4.7.5.1.83.8.237.2.2
00:45:54, 11 Dec.	( 13.470000) System start
20:56:31, 10 Dec.	( 28.200000) System up, firmware version: 4.7.5.1.83.8.237.2.2
20:56:17, 10 Dec.	( 14.070000) System start
20:56:17, 10 Dec.	( 14.070000) Boot reason: watchdog reset (cause: 0x3)
19:02:36, 10 Dec.	( 27.220000) System up, firmware version: 4.7.5.1.83.8.237.2.2
19:02:22, 10 Dec.	( 13.650000) System start
19:02:22, 10 Dec.	( 13.640000) Boot reason: watchdog reset (cause: 0x3)

[#13]

Hi @jm0221, I'm sorry to hear the dropping connection issue persists. When re-testing this side there's still no sign of what's behind the drops we can see have happened shown on the graph below.



Moving forwards then being as though you've tried the test socket and the drops persist I'd advise seeing if the alternative router helps with thi8ngs and if not to raise a fault here. Let us know once it's raised and we'll happily progress this forwards for you.
Let us know how it goes.