Plusnet Hub 2 ADSL no internet

[#1]

Hi,

I am trying to debug a failed connection on a Hub2 ADSL line.

The current situation is that the router is stuck on solid orange and the log is looping round these entries.

Time and date Message
04:49:25, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:49:22, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:49:22, 01 Oct. PPP: LCP down
04:48:22, 01 Oct. PPP CHAP Receive Challenge
04:48:22, 01 Oct. PPP: LCP up
04:48:22, 01 Oct. PPP LCP Receive Configuration ACK
04:48:22, 01 Oct. PPP LCP Send Configuration Request
04:48:19, 01 Oct. PPP LCP Send Configuration ACK
04:48:19, 01 Oct. PPP LCP Receive Configuration Request
04:48:19, 01 Oct. PPP LCP Send Configuration Request
04:47:46, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:47:43, 01 Oct. PPP LCP Send Termination Request (Peer not responding)
04:47:43, 01 Oct. PPP: LCP down

This is after a couple of hours on the phone to Plusnet support. Before the call I had a blue light and a valid external IP etc. but the router failed to sync NTP and no device could connect externally. One of the support actions was to reset something and that is what got to this state. They are sending another router but this will be the third replacement so not 100% confident it will fix the problem.

Router has been factory reset today (had to manually set id after that). Support could see there was a connection but could not access the router. Openreach have replaced the master socket and done some work on the line but that seems not to be the issue. All was working yesterday and line work was 2 weeks ago.

If anyone has any suggestions for what might be wrong then I would really appreciate it. This is my mother in law's line and we are only here for the weekend so swapping the router will be difficult.

I should say that support were really helpful today but just seemed to run out of solutions apart from another router swap.

Sorry for the long dump of problems but trying give as much info as possible.

Thanks,

Pete

[#2]

Are you using any Apple devices (iPhone, iPad, etc) to connect to the internet via this Hub2 ?

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[#3]

@stockfast In addition to answering @outcast 's question, could export the FULL error log and attach it to a post - amazing what it can tell those who can read it.

[#4]

@stockfast  can you put your MIL's phone number in to this - https://www.broadbandchecker.btwholesale.com/#/ADSL 

Take a screenshot from "Featured Products" down to the bottom of the page (being careful not to include the phone number or address at the top of the screen).  Then post here the screenshot image file using the 'Insert Photos' button above the forum edit window.

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[#5]

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@stockfast wrote:

Plusnet ... are sending another router but this will be the third replacement so not 100% confident it will fix the problem.

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@stockfast 

In my opinion the Hub2 isn't fit for purpose on an ADSL connection - so more of the same from Plusnet won't help.

Does your MIL happen to have another router ?, perhaps the older Plusnet Hub1 ? (the old one is better on ADSL)

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[#6]

I don't see why not, @outcast . Will be interesting to see the full error log, as that snippet suggests to me there is an external fault - although I don't recall ever seeing that actual response before.

[#7]

Thanks outcast & jab1,

My partner has an iPhone and a macbook which probably connected automatically when we arrived.

Log attached.

[#8]

I'll let @jab1  trawl through the log file.

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@stockfast wrote:

My partner has an iPhone and a macbook which probably connected automatically when we arrived.

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So did the broadband 'break' during your visit, or was it playing up previously ?

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[#9]

@outcast The original router was a Hub1 (I think). That is when the first problem surfaced. I think I have some old routers at home but none here to test with. Plus support actually asked me that as well.

Is there a particular problem with apple devices?

Cheers,

Pete

[#10]

In this case it broke about 12 hours after we arrived. It has broken at other times. MIL is not very techie so hard to get exact times of problems. The logs should show when it failed to connect to NTP which is what I have been looking at.

Other family members have also seen problems when visiting. I think they all have some apple devices.

Cheers,

Pete

[#11]

@stockfast 

Are you sure you're on ADSL? The screenshot suggests VDSL (FTTC) is available.

Brian

[#12]

@bmc It is definitely an ADSL connection - see the 'Observed speeds' field.

[#13]

@bmc  the screenshot also shows the "Observed Speeds" for ADSL

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[#14]

@stockfast What device(s) does your M-I-L use?

[#15]

As far as I know it is. This is what Plusnet shows.