Router keeps resetting - irritating

[#1]

Hi, for the past 10 days or so my router (hub one) keeps dropping off.  Last night whilst watching the football on Amazon Prime it did this over a dozen times during the match.  I reckon I missed an hour of the match.  This is so irritating. Is this a sign that my router is on the way out, or is it a problem with the Plusnet signal?  I hope it’s not the same tonight as my team are playing!  Anybody else experiencing this?  Location North Manchester

[#2]

Welcome to the forums, @levets . When you say 'dropping off', what exactly do you mean? Are you able to post a screenshot of your Hubs Help Desk page and one of the WAN tab of your Event log, please?

[#3]

Hi, I’m not able to do any of that due to a severe disability.  
What I mean is the lights on my hub keeps changing from blue to ‘flashing Orange’… then steady Orange, before returning to blue…. (Of course I lose my connection when this happens). Then it repeats five minutes later.

Thankfully it hasn’t happened this evening… yet!   

[#4]

Hi John,

how do I find the hub help desk page & the WAN tab of event log?

thanks

[#5]

OK, it was only idea as it is the only way fellow Community members can attempt to assist - we do not have any other way of assessing the situation. Hopefully, one of the Plusnet Help Team will pick this up and check from their end.

From your description, it sounds as though there is a problem somewhere in the Network, but only PN will be able to assist - sorry.

[#6]

To find those two items, log into the hub by typing 192.168.1.254 into the Address bar of your browser, and then follow instructions - sorry I have never used a Plusnet Hub, so don't know the full procedure. Once logged in, click the 'Troubleshooting' tab - highlighted in the picture below, then the Helpdesk tab, which will open the required window. When you have copied that page, click the Event log tab next to it, which should give you the option of 'LAN' or 'WAN', select the WAN tab and then copy that.

Any other questions, feel free to ask.

[#7]

Hi, hopefully I’ve done this correctly.

[#8]

Recorded events Time and date Message 22:03:53, 30 Nov. ( 4067.730000) PPP IPCP Receive Configuration Request 22:03:53, 30 Nov. ( 4067.730000) PPP IPCP Send Configuration Request 22:03:52, 30 Nov. ( 4066.430000) PPPoE is up -​ Down Rate=47388Kbps, Up Rate=14999Kbps; SNR Margin Down=-​3.2dB, Up=14.9dB 22:03:52, 30 Nov. ( 4066.420000) CHAP authentication successful 22:03:52, 30 Nov. ( 4066.390000) CHAP Receive Challenge 22:03:52, 30 Nov. ( 4066.390000) Starting CHAP authentication with peer 22:03:52, 30 Nov. ( 4066.380000) PPP LCP Receive Configuration ACK 22:03:52, 30 Nov. ( 4066.380000) PPP LCP Send Configuration Request 22:03:52, 30 Nov. ( 4066.370000) PPP LCP Receive Configuration Reject 22:03:52, 30 Nov. ( 4066.370000) PPP LCP Send Configuration ACK 22:03:52, 30 Nov. ( 4066.370000) PPP LCP Receive Configuration Request 22:03:52, 30 Nov. ( 4066.370000) PPP LCP Send Configuration Request 22:03:01, 30 Nov. ( 4015.780000) PTM over DSL is up 22:02:26, 30 Nov. ( 3980.780000) PTM over DSL is down after 0 minutes uptime 22:02:12, 30 Nov. ( 3966.400000) PTM over DSL is up 22:01:36, 30 Nov. ( 3930.960000) PTM over DSL is down after 2 minutes uptime 22:01:36, 30 Nov. ( 3930.950000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)] 22:01:33, 30 Nov. ( 3927.560000) PPP LCP Send Termination Request [User request] 22:00:17, 30 Nov. ( 3851.520000) WAN operating mode is VDSL 22:00:17, 30 Nov. ( 3851.520000) Last WAN operating mode was VDSL 22:00:15, 30 Nov. ( 3849.860000) PPP IPCP Receive Configuration ACK 22:00:15, 30 Nov. ( 3849.860000) PPP IPCP Send Configuration Request 22:00:15, 30 Nov. ( 3849.850000) PPP IPCP Receive Configuration NAK 22:00:15, 30 Nov. ( 3849.840000) PPP IPCP Send Configuration ACK 22:00:15, 30 Nov. ( 3849.840000) PPP IPCP Receive Configuration Request 22:00:15, 30 Nov. ( 3849.840000) PPP IPCP Send Configuration Request 22:00:14, 30 Nov. ( 3848.450000) PPPoE is up -​ Down Rate=63733Kbps, Up Rate=14999Kbps; SNR Margin Down=10.2dB, Up=16.7dB 22:00:14, 30 Nov. ( 3848.430000) CHAP authentication successful 22:00:14, 30 Nov. ( 3848.380000) CHAP Receive Challenge 22:00:14, 30 Nov. ( 3848.380000) Starting CHAP authentication with peer 22:00:14, 30 Nov. ( 3848.370000) PPP LCP Receive Configuration ACK 22:00:14, 30 Nov. ( 3848.370000) PPP LCP Send Configuration Request 22:00:14, 30 Nov. ( 3848.360000) PPP LCP Receive Configuration Reject 22:00:14, 30 Nov. ( 3848.360000) PPP LCP Send Configuration ACK 22:00:14, 30 Nov. ( 3848.360000) PPP LCP Receive Configuration Request 22:00:14, 30 Nov. ( 3848.360000) PPP LCP Send Configuration Request 21:59:24, 30 Nov. ( 3798.280000) PTM over DSL is up 21:58:48, 30 Nov. ( 3762.690000) PTM over DSL is down after 17 minutes uptime 21:58:48, 30 Nov. ( 3762.690000) PPPoE is down after 16 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)] 21:58:45, 30 Nov. ( 3759.590000) PPP LCP Send Termination Request [User request] 21:41:50, 30 Nov. ( 2744.320000) WAN operating mode is VDSL 21:41:50, 30 Nov. ( 2744.320000) Last WAN operating mode was VDSL 21:41:48, 30 Nov. ( 2742.800000) PPP IPCP Receive Configuration ACK 21:41:48, 30 Nov. ( 2742.790000) PPP IPCP Send Configuration Request 21:41:48, 30 Nov. ( 2742.780000) PPP IPCP Receive Configuration NAK 21:41:48, 30 Nov. ( 2742.770000) PPP IPCP Send Configuration ACK 21:41:48, 30 Nov. ( 2742.760000) PPP IPCP Receive Configuration Request 21:41:48, 30 Nov. ( 2742.750000) PPP IPCP Send Configuration Request 21:41:47, 30 Nov. ( 2741.440000) PPPoE is up -​ Down Rate=28342Kbps, Up Rate=14999Kbps; SNR Margin Down=10.2dB, Up=-​2.7dB 21:41:47, 30 Nov. ( 2741.420000) CHAP authentication successful 21:41:47, 30 Nov. ( 2741.390000) CHAP Receive Challenge 21:41:47, 30 Nov. ( 2741.390000) Starting CHAP authentication with peer 21:41:47, 30 Nov. ( 2741.390000) PPP LCP Receive Configuration ACK 21:41:47, 30 Nov. ( 2741.380000) PPP LCP Send Configuration Request 21:41:47, 30 Nov. ( 2741.380000) PPP LCP Receive Configuration Reject 21:41:47, 30 Nov. ( 2741.380000) PPP LCP Send Configuration ACK 21:41:47, 30 Nov. ( 2741.370000) PPP LCP Receive Configuration Request 19:45:57, 20 Aug. <<<<<<<<<<<<<<<<<<<< Limit of wan log >>>>>>>>>>>>>>>>>>>> Previous

[#9]

Yes, both pictures are useful, thanks. The Help Desk indicates you have only been connected in this session for about 19 hours, and the event log, which looks a bit strange, but is helpful indicates you have been losing connection and reconnecting - at least a couple of times late last night. I suspect there is more disruption, but obviously can only see what you have been able to provide.

From that, I'm sorry to say there is little I can usefully advise - I'm not PN staff, but hopefully one of the Help Team will pick this up soon and (hint to HT staff 😉) provide a Radius log and GEA test to show the issues.

[#10]

Thanks for your post @levets and welcome to our Community Forums.

I'm really sorry to see you're having a lot of issues with your connection and you've struggled to watch the football online last night. Looks so far so good tonight, but testing your line is showing a fault which can cause intermittent problems, so we'd need to arrange an Openreach engineer visit to investigate further and resolve. 

Could you reply to the support ticket I've raised on your account Here with when you'll be available for a visit?

If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

[#11]

Hi,

thanks for your assistance.

I have responded to your email

[#12]

Thanks for confirming that @levets. I can see that our Faults Team have already picked this back up and booked an engineer appointment in. Please let us know how the visit goes and we'll be happy to help out should any issues persist afterwards.

[#13]

Hi, will do.

Thanks to everybody for their assistance and advice.  Much appreciated 

[#14]

Thanks @levets, hopefully this one will be sorted soon

[#15]

The engineer has been today.  He said there was a problem with the PCP? (Green Box).

His testing indicated I’d had issues since 19/11.

He retested and said it seems fine, however it just now started doing the same.  I’m just hoping this is the ‘system’ resetting?  I’ll wait and see before signing off this job.

Thanks