New Hub 2 Router

[#1]

I have part fibre & received the Hub 2 router. Just recently the router has started playing up, it has been cutting off & lights flashing amber then reconnecting. This is happening quite a few times in 1 day, it's not just once in a while. Can anyone suggest what the problem might be

[#2]

@MammyBear Welcome to the forums.

This sounds very much like you are having connection issues. As a first step, I would follow the advice below:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

[#3]

Thanks for getting in touch. I don't have a phone line anymore, only the part fibre broadband. I will contact plusnet on the link you provided.

[#4]

Hey @MammyBear,

I’ve run a test on your line, and no faults were found. Have you tried any troubleshooting steps, such as factory resetting the router or testing the router in the test socket of your master socket?

[#5]

@Marsh Out of interest, what does the Radius graph look like for this customer?

[#6]

@jab1, Radius graphs do show around 10 DCN a day

[#7]

@Marsh In that case, with respect, even if your tests aren't showing any faults, I would suggest there is one(or more), somewhere.

[#8]

@jab1,  True there is an issue somewhere, but we need to run tests inside the property since no faults are being detected outside. Once we’ve ruled out common problems, we can then consider the possibility of the issue being outside.

[#9]

Have you tried any troubleshooting steps, such as factory resetting the router or testing the router in the test socket of your master socket?

Given that the problem seems to be DSL disconnects ( flashing Orange ) , I'm not sure that a factory reset will do much but a test from the test socket is a good idea, preferably looking at the router stats before and after.

[#10]

'Fair enough @Marsh - I only asked about the Radius log as it used to be a useful indicator, but as the OP appears to have gone quiet, this will probably end up as another 'unsolved' issue - on here, at least.

[#11]

Since contacting plusnet via text & them doing they're thing at their end, as yet my router has been stable. Fingers crossed this has resolved the issue.

[#12]

Thanks for the update.

[#13]

You've lost me now with Radius Logs etc. I'm hopeful that the problem is resolved now. If it continues I have the option to contact again.
Thank you everyone for your responses

[#14]

Don't worry about those logs, @MammyBear , they are merely a visual presentation of how your connection is behaving, which were/are useful to those of us who try to help around here.

[#15]

---

@MammyBear wrote:
Since contacting plusnet via text & them doing they're thing at their end, as yet my router has been stable. Fingers crossed this has resolved the issue.

---

That sounds most ominous - in fact it sounds like the line might have been capped (slowed down) to attain greater stability.

Without the before and after router stats it is not possible to confirm nor deny what might have been done here.

Sometimes the "issue in the user environment" is (other) marginally defective electrical equipment.