internet drops every morning when logging in to laptop

[#1]

Hello everyone, first time posting here.

We moved to Plusnet from BT a couple months ago (assuming it's basically the same product).  We run fibre broadband (but not FTTP) with the Plusnet wireless router, which replaced our previous BT Smarthub.

Since moving to Plusnet we have found that our internet drops for a minute or so every morning when my wife logs into her work laptop.  We get semi-frequent disconnects later in the day, often when she hasn't logged on for a while (e.g. after lunch).  I'm assuming this must be an issue with the router but no idea how to fix.  We never had any issue with the old BT smart hub and haven't changed from any of the default settings.

The attached screenshot shows the event log for this mornings crash.

[#2]

@Togneri the device BR-ATOGNERI-23 seems to be connecting both wired and wireless ? . Its also adding a port forwarding rule via UPnP.

I'm assuming that device is the laptop ? Can I suggest that you either disable its wireless or disconnect the wired connection and see if that resolves the problem 

[#3]

What else does your wife do when logging on?

Was the laptop previously powered up or was it switched on immediately prior to the login? There’s at least a 15 second gap. I’d look towards some electronic / electrical device being switched on near the time of logging on.

[#4]

Yes I tried connecting to wired/turning off wireless a while back to see if that improved things.  It seemed to help a bit but still crashes first thing in the mornings.  We since turned the wireless back on so she can take the laptop into other rooms.

I noted the port forwarding - this is the only device it seems that has this.  Is there a setting I can/should change for this?

Thanks

[#5]

Hi Townman,

I'm not aware of anything else she does - the laptop was on sleep mode this morning, and I don't think she turns on anything alongside (certainly not every morning) 

[#6]

Yes I tried connecting to wired/turning off wireless a while back to see if that improved things.  It seemed to help a bit but still crashes first thing in the mornings.  We since turned the wireless back on so she can take the laptop into other rooms.

Have you tried it without the wired connection ?

I noted the port forwarding - this is the only device it seems that has this.  Is there a setting I can/should change for this?

I dont use one, so I'm not sure if its possible to disable UPnP on the Hub 2. Do you still have the BT Smart Hub ? its possible to use that (with some reconfiguration) on a Plusnet connection ?

[#7]

This is what appears in my Hub2 logfile with regards to uPNP. (filtered for upnp only entries in the logfile)

09:11:50, 30 Dec. UPnP is disabled
00:23:40, 23 Dec. UPnP is disabled
23:55:53, 19 Dec. UPnP is disabled
08:18:29, 19 Dec. UPnP is disabled
00:29:09, 19 Dec. UPnP is disabled
03:56:58, 18 Dec. UPnP is disabled
10:04:52, 14 Dec. UPnP is disabled
21:28:24, 11 Dec. UPnP is disabled
16:13:40, 07 Dec. UPnP is disabled
23:43:35, 02 Dec. UPnP is disabled
23:53:31, 01 Dec. UPnP is disabled
22:47:08, 30 Nov. UPnP is disabled
00:28:38, 30 Nov. UPnP is disabled
22:40:02, 29 Nov. UPnP is disabled
23:50:19, 28 Nov. UPnP is disabled
08:52:05, 21 Nov. UPnP is disabled
21:10:52, 18 Nov. UPnP is disabled
08:11:42, 13 Nov. UPnP is disabled
23:32:14, 12 Nov. UPnP is disabled
23:23:28, 12 Nov. UPnP is disabled
23:01:29, 12 Nov. UPnP is disabled
22:57:33, 12 Nov. UPnP is disabled
21:23:04, 12 Nov. UPnP is disabled
20:20:00, 12 Nov. UPnP is disabled
19:56:00, 12 Nov. UPnP is disabled
19:31:12, 12 Nov. UPnP is disabled
18:35:14, 12 Nov. UPnP is disabled
17:59:13, 12 Nov. UPnP is disabled
17:25:51, 12 Nov. UPnP is disabled
17:16:14, 12 Nov. UPnP is disabled
17:07:50, 12 Nov. UPnP is disabled
15:46:26, 12 Nov. UPnP is disabled
15:41:24, 12 Nov. UPnP is disabled
15:15:46, 12 Nov. UPnP is disabled
14:51:45, 12 Nov. UPnP is disabled
14:06:53, 12 Nov. UPnP is disabled
13:36:16, 12 Nov. UPnP is disabled
22:47:24, 10 Nov. UPnP is disabled
22:32:24, 10 Nov. UPnP is disabled
01:56:41, 10 Nov. UPnP is disabled
23:33:01, 09 Nov. UPnP is disabled
01:28:08, 06 Nov. UPnP is disabled
00:05:15, 06 Nov. UPnP is disabled
00:46:45, 29 Oct. UPnP is disabled
22:38:34, 28 Oct. UPnP is disabled
09:30:44, 28 Oct. UPnP is disabled
23:55:32, 27 Oct. UPnP is disabled
08:14:19, 27 Oct. UPnP is disabled
00:20:12, 25 Oct. UPnP is disabled
23:34:57, 23 Oct. UPnP is disabled
09:41:14, 23 Oct. UPnP is disabled
10:54:03, 17 Oct. UPnP is disabled
22:51:26, 16 Oct. UPnP is disabled
10:01:29, 12 Oct. UPnP is disabled
22:11:50, 05 Oct. UPnP is disabled
11:28:29, 29 Sep. UPnP is disabled
22:27:42, 25 Sep. UPnP is disabled
22:31:16, 24 Sep. UPnP is disabled
22:37:19, 23 Sep. UPnP is disabled
17:27:43, 21 Sep. UPnP is disabled
23:26:54, 18 Sep. UPnP is disabled
23:08:11, 18 Sep. UPnP is disabled
21:13:08, 14 Sep. UPnP is disabled
07:51:54, 14 Sep. UPnP is disabled
22:37:38, 11 Sep. UPnP is disabled
22:29:18, 11 Sep. UPnP is disabled
22:42:31, 10 Sep. UPnP is disabled
23:23:15, 07 Sep. UPnP is disabled
23:19:38, 07 Sep. UPnP is disabled
21:26:34, 07 Sep. UPnP is disabled
20:58:31, 07 Sep. UPnP is disabled
23:46:06, 03 Sep. UPnP is disabled
00:29:57, 03 Sep. UPnP is disabled
22:58:06, 01 Sep. UPnP is disabled
08:19:32, 01 Sep. UPnP is disabled
08:30:49, 31 Aug. UPnP is disabled
15:54:41, 29 Aug. UPnP is disabled
15:00:51, 29 Aug. UPnP is disabled
14:55:23, 29 Aug. UPnP is disabled
23:43:13, 27 Aug. UPnP is disabled
22:57:46, 27 Aug. UPnP is disabled
23:30:53, 26 Aug. UPnP is disabled
23:03:31, 26 Aug. UPnP is disabled
22:57:43, 26 Aug. UPnP is disabled
22:54:47, 26 Aug. UPnP is disabled
22:50:17, 26 Aug. UPnP is disabled
22:44:58, 26 Aug. UPnP is disabled
22:41:09, 26 Aug. UPnP is disabled
22:38:39, 26 Aug. UPnP is disabled
22:36:02, 26 Aug. UPnP is disabled
22:33:05, 26 Aug. UPnP is disabled
22:29:54, 26 Aug. UPnP is disabled
22:26:22, 26 Aug. UPnP is disabled
22:23:34, 26 Aug. UPnP is disabled
22:19:55, 26 Aug. UPnP is disabled
22:11:29, 26 Aug. UPnP is disabled
22:07:53, 26 Aug. UPnP is disabled
22:03:14, 26 Aug. UPnP is disabled
00:06:54, 26 Aug. UPnP is disabled
22:38:59, 25 Aug. UPnP is disabled
22:36:00, 25 Aug. UPnP is disabled
22:32:19, 25 Aug. UPnP is disabled
22:29:28, 25 Aug. UPnP is disabled
22:26:12, 25 Aug. UPnP is disabled
22:23:13, 25 Aug. UPnP is disabled
22:08:43, 25 Aug. UPnP is disabled
23:24:59, 24 Aug. UPnP is disabled
22:00:39, 23 Aug. UPnP is disabled
00:39:06, 23 Aug. UPnP is disabled
01:11:02, 22 Aug. UPnP is disabled
11:47:04, 20 Aug. UPnP is disabled
00:49:25, 20 Aug. UPnP is disabled
12:13:07, 19 Aug. UPnP is disabled
13:17:44, 18 Aug. UPnP is disabled
08:43:31, 16 Aug. UPnP is disabled
13:31:45, 09 Aug. UPnP is disabled
23:06:02, 08 Aug. UPnP is disabled
09:54:10, 07 Aug. UPnP is disabled
08:34:39, 03 Aug. UPnP is disabled
23:46:26, 31 Jul. UPnP is disabled
22:30:50, 31 Jul. UPnP is disabled
00:09:00, 31 Jul. UPnP is disabled
14:24:53, 30 Jul. UPnP is disabled
08:54:37, 27 Jul. UPnP is disabled
01:45:16, 26 Jul. UPnP is disabled
01:42:56, 26 Jul. UPnP is disabled
01:39:38, 26 Jul. UPnP is disabled
08:34:15, 25 Jul. UPnP is disabled
01:31:18, 25 Jul. UPnP is disabled
16:30:54, 24 Jul. UPnP is disabled
08:42:01, 20 Jul. UPnP is disabled
11:23:11, 18 Jul. UPnP is disabled
08:50:52, 16 Jul. UPnP is disabled
08:19:53, 12 Jul. UPnP is disabled
00:39:21, 09 Jul. UPnP is disabled
23:36:13, 06 Jul. UPnP is disabled
00:37:37, 06 Jul. UPnP is disabled
00:37:21, 06 Jul. UPnP is disabled
00:36:06, 06 Jul. UPnP is disabled
00:33:34, 06 Jul. UPnP is disabled
09:07:09, 05 Jul. UPnP is disabled
23:56:57, 03 Jul. UPnP is disabled
08:40:31, 22 Jun. UPnP is disabled
08:09:02, 11 Jun. UPnP is disabled
08:03:05, 10 Jun. UPnP is disabled
07:17:02, 05 Jun. UPnP is disabled
07:38:20, 30 May. UPnP is disabled
01:02:30, 29 May. UPnP is disabled
06:57:32, 24 May. UPnP is disabled
07:39:06, 22 May. UPnP is disabled
08:55:55, 21 May. UPnP is disabled
08:11:39, 17 May. UPnP is disabled
08:10:59, 16 May. UPnP is disabled
23:14:51, 15 May. UPnP is disabled
08:03:29, 14 May. UPnP is disabled
07:49:42, 10 May. UPnP is disabled
08:26:04, 08 May. UPnP is disabled
07:33:46, 07 May. UPnP is disabled
07:29:26, 05 May. UPnP is disabled
07:00:22, 04 May. UPnP is disabled
07:59:46, 30 Apr. UPnP is disabled
08:06:18, 19 Apr. UPnP is disabled
08:56:58, 16 Apr. UPnP is disabled
08:40:13, 12 Apr. UPnP is disabled
08:48:45, 11 Apr. UPnP is disabled
11:01:49, 05 Apr. UPnP is disabled
07:53:51, 04 Apr. UPnP is disabled
08:30:27, 29 Mar. UPnP is disabled
07:33:41, 28 Mar. UPnP is disabled
21:54:32, 27 Mar. UPnP is disabled
10:20:23, 26 Mar. UPnP is disabled
23:02:08, 23 Mar. UPnP is disabled
22:10:06, 23 Mar. UPnP is disabled
07:42:46, 23 Mar. UPnP is disabled
09:21:30, 22 Mar. UPnP is disabled
00:40:25, 22 Mar. UPnP is disabled
00:17:14, 22 Mar. UPnP is disabled
23:51:58, 21 Mar. UPnP is disabled
23:28:31, 21 Mar. UPnP is disabled
23:10:46, 21 Mar. UPnP is disabled
07:32:43, 21 Mar. UPnP is disabled
08:20:42, 20 Mar. UPnP is disabled
08:19:53, 17 Mar. UPnP is disabled
08:54:51, 12 Mar. UPnP is disabled
09:45:54, 11 Mar. UPnP is disabled
09:05:44, 11 Mar. UPnP is disabled
08:57:23, 11 Mar. UPnP is disabled
08:48:58, 11 Mar. UPnP is enabled
08:40:57, 11 Mar. UPnP is enabled
07:51:18, 11 Mar. UPnP is enabled
23:12:05, 10 Mar. UPnP is enabled
23:01:41, 10 Mar. UPnP is enabled
22:59:44, 10 Mar. UPnP is enabled

[#8]

Thank you for your recent message.

I am sorry to learn of the connection issues you are experiencing. Please be assured this is not the level of service we strive for as a company.

I tried bringing up your account details using the email address you have registered nevertheless I was unable to find any details. With this in mind, please may I request you direct message us your account username at your earliest convenience so we can examine your account and initiate enhanced diagnostics.

Thanks