Plusnet Router Rebooting

[#1]

Hello,

My Plusnet Hub One has been rebooting often since the middle of September:

19:18:53, 11 Oct.	( 30.780000) System up, firmware version: 4.7.5.1.83.8.289.1.3
19:18:40, 11 Oct.	( 18.040000) System start
19:18:40, 11 Oct.	( 18.040000) Boot reason: watchdog reset (cause: 0x3)
16:09:57, 11 Oct.	( 31.420000) System up, firmware version: 4.7.5.1.83.8.289.1.3
16:09:43, 11 Oct.	( 17.900000) System start
16:09:43, 11 Oct.	( 17.900000) Boot reason: watchdog reset (cause: 0x3)
20:54:50, 10 Oct.	( 31.480000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:54:36, 10 Oct.	( 18.140000) System start
20:54:36, 10 Oct.	( 18.140000) Boot reason: watchdog reset (cause: 0x3)
13:26:51, 10 Oct.	( 31.570000) System up, firmware version: 4.7.5.1.83.8.289.1.3
13:26:37, 10 Oct.	( 18.020000) System start
13:26:37, 10 Oct.	( 18.020000) Boot reason: watchdog reset (cause: 0x3)
10:59:45, 10 Oct.	( 32.130000) System up, firmware version: 4.7.5.1.83.8.289.1.3
10:59:31, 10 Oct.	( 18.380000) System start
10:59:31, 10 Oct.	( 18.380000) Boot reason: watchdog reset (cause: 0x3)
20:28:47, 09 Oct.	( 32.520000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:28:32, 09 Oct.	( 17.920000) System start
20:28:32, 09 Oct.	( 17.920000) Boot reason: watchdog reset (cause: 0x3)
19:44:19, 09 Oct.	( 31.330000) System up, firmware version: 4.7.5.1.83.8.289.1.3
19:44:05, 09 Oct.	( 17.780000) System start
19:44:05, 09 Oct.	( 17.780000) Boot reason: watchdog reset (cause: 0x3)
07:29:58, 07 Oct.	( 31.600000) System up, firmware version: 4.7.5.1.83.8.289.1.3
07:29:44, 07 Oct.	( 18.230000) System start
21:46:55, 06 Oct.	( 31.260000) System up, firmware version: 4.7.5.1.83.8.289.1.3
21:46:41, 06 Oct.	( 17.880000) System start
21:46:41, 06 Oct.	( 17.880000) Boot reason: watchdog reset (cause: 0x3)
12:39:14, 03 Oct.	( 31.510000) System up, firmware version: 4.7.5.1.83.8.289.1.3
12:39:00, 03 Oct.	( 17.840000) System start
12:39:00, 03 Oct.	( 17.840000) Boot reason: watchdog reset (cause: 0x3)
20:56:43, 01 Oct.	( 31.110000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:56:29, 01 Oct.	( 17.910000) System start
20:56:29, 01 Oct.	( 17.910000) Boot reason: watchdog reset (cause: 0x3)
20:24:07, 01 Oct.	( 31.180000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:23:53, 01 Oct.	( 17.960000) System start
20:23:53, 01 Oct.	( 17.960000) Boot reason: watchdog reset (cause: 0x3)
20:03:51, 01 Oct.	( 30.920000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:03:38, 01 Oct.	( 17.960000) System start
20:03:38, 01 Oct.	( 17.960000) Boot reason: watchdog reset (cause: 0x3)
18:52:25, 01 Oct.	( 30.250000) System up, firmware version: 4.7.5.1.83.8.289.1.3
18:52:13, 01 Oct.	( 18.160000) System start
18:52:13, 01 Oct.	( 18.160000) Boot reason: watchdog reset (cause: 0x3)
10:25:39, 01 Oct.	( 30.970000) System up, firmware version: 4.7.5.1.83.8.289.1.3
10:25:26, 01 Oct.	( 18.170000) System start
10:25:26, 01 Oct.	( 18.160000) Boot reason: watchdog reset (cause: 0x3)
02:01:13, 01 Oct.	( 31.030000) System up, firmware version: 4.7.5.1.83.8.289.1.3
02:01:00, 01 Oct.	( 17.990000) System start
02:01:00, 01 Oct.	( 17.990000) Boot reason: watchdog reset (cause: 0x3)
22:02:05, 30 Sep.	( 30.000000) System up, firmware version: 4.7.5.1.83.8.289.1.3
22:01:53, 30 Sep.	( 17.860000) System start
22:01:53, 30 Sep.	( 17.860000) Boot reason: watchdog reset (cause: 0x3)
01:00:31, 30 Aug.	( 31.180000) System up, firmware version: 4.7.5.1.83.8.289.1.3
01:00:17, 30 Aug.	( 17.990000) System start
01:00:17, 30 Aug.	( 17.980000) Boot reason: watchdog reset (cause: 0x3)
20:43:20, 30 Sep.	( 31.550000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:43:06, 30 Sep.	( 18.150000) System start
20:43:06, 30 Sep.	( 18.150000) Boot reason: watchdog reset (cause: 0x3)
12:59:36, 30 Sep.	( 35.830000) System up, firmware version: 4.7.5.1.83.8.289.1.3
12:59:18, 30 Sep.	( 18.250000) System start
12:59:18, 30 Sep.	( 18.250000) Boot reason: watchdog reset (cause: 0x3)
00:19:23, 30 Sep.	( 31.370000) System up, firmware version: 4.7.5.1.83.8.289.1.3
00:19:09, 30 Sep.	( 18.020000) System start
00:19:09, 30 Sep.	( 18.010000) Boot reason: watchdog reset (cause: 0x3)
20:04:16, 29 Sep.	( 31.150000) System up, firmware version: 4.7.5.1.83.8.289.1.3
20:04:03, 29 Sep.	( 18.160000) System start
20:04:03, 29 Sep.	( 18.160000) Boot reason: watchdog reset (cause: 0x3)
18:00:39, 27 Sep.	( 31.620000) System up, firmware version: 4.7.5.1.83.8.289.1.3
18:00:25, 27 Sep.	( 18.100000) System start
18:00:25, 27 Sep.	( 18.100000) Boot reason: watchdog reset (cause: 0x3)
16:52:19, 25 Sep.	( 30.970000) System up, firmware version: 4.7.5.1.83.8.289.1.3
16:52:06, 25 Sep.	( 17.910000) System start
16:52:06, 25 Sep.	( 17.910000) Boot reason: watchdog reset (cause: 0x3)
15:36:13, 25 Sep.	( 31.200000) System up, firmware version: 4.7.5.1.83.8.289.1.3
15:36:00, 25 Sep.	( 18.010000) System start
15:36:00, 25 Sep.	( 18.010000) Boot reason: watchdog reset (cause: 0x3)
11:21:47, 25 Sep.	( 31.330000) System up, firmware version: 4.7.5.1.83.8.289.1.3
11:21:34, 25 Sep.	( 18.190000) System start
11:21:34, 25 Sep.	( 18.190000) Boot reason: watchdog reset (cause: 0x3)
12:37:42, 19 Sep.	( 31.310000) System up, firmware version: 4.7.5.1.83.8.289.1.3
12:37:29, 19 Sep.	( 18.280000) System start
12:37:29, 19 Sep.	( 18.280000) Boot reason: watchdog reset (cause: 0x3)
22:53:15, 18 Sep.	( 31.620000) System up, firmware version: 4.7.5.1.83.8.289.1.3
22:53:01, 18 Sep.	( 18.170000) System start
22:53:01, 18 Sep.	( 18.170000) Boot reason: watchdog reset (cause: 0x3)
12:02:47, 18 Sep.	( 31.150000) System up, firmware version: 4.7.5.1.83.8.289.1.3
12:02:33, 18 Sep.	( 17.970000) System start
12:02:33, 18 Sep.	( 17.970000) Boot reason: watchdog reset (cause: 0x3)
14:11:18, 15 Sep.	( 31.680000) System up, firmware version: 4.7.5.1.83.8.289.1.3
14:11:04, 15 Sep.	( 17.960000) System start
14:11:04, 15 Sep.	( 17.950000) Boot reason: watchdog reset (cause: 0x3)
16:02:16, 01 Sep.	( 31.440000) System up, firmware version: 4.7.5.1.83.8.289.1.3
16:02:02, 01 Sep.	( 18.030000) System start
16:02:02, 01 Sep.	( 18.030000) Boot reason: watchdog reset (cause: 0x3)

Is someone from Plusnet able to resolve it?

[#2]

@lavery1988 Welcome to the forums. I assume that this is a selective excerpt from your logs? Not withstanding that, it looks like the Hub is failing - how long have you had it?

[#3]

This maybe relevant?
https://www.google.com/url?sa=t&source=web&rct=j&url=https://community.plus.net/t5/My-Router/One-Hub...

[#4]

Exactly my thoughts, @Protech - this has all the signs of a Hub on its last legs.

[#5]

Hi!  Thanks for the replies

It is indeed, just the first of three pages of Boot category logs.

Not sure _exactly_ how long I've had it, but it will be around 14–15 months.

Looking at the link that @Protech linked to, I had seen that already.  I don't have a tremendous amount of data going over wi-fi, my Hub One has both both 2.4GHz and 5GHz enabled but curiously when it fails we are usually not using it heavily.

The network usually has three devices connected over wi-fi: two phones, and a laptop.

The Hub One is on the ground floor, and I have a switch in the attic plugged into Lan1 - connected to that switch is a Zotac PC which does local DNS & DHCP (DHCP on the Hub One is disabled), and also connects to another switch which has a laptop and PC. 
Lan2 has an Ikea Tradfri Gateway connected.
Lan3/4 are disconnected.

Hub One details below, if relevant:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ42571914
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.3 Last updated 22/11/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 01:02:03
6. Data rate:	19999 / 79779
7. Maximum data rate:	20981 / 79996
8. Noise margin:	6.7 / 6.0
9. Line attenuation:	18.3 / 16.9
10. Signal attenuation:	18.1 / 16.9
11. Data sent/received:	30.3 MB / 125.2 MB
12. Broadband username:	lavery1988@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	PLUSNET-58KS
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-58KS
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	c8:91:f9:15:d1:6e
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

But yes, looking at various posts it seems like my router may be dying...

[#6]

@lavery1988 The length of time you have had that Hub could be an issue here, it is out of its 12 month guarantee period. As that Help Desk page, there is nothing wrong with the actual connection/data rates, so combined with the previous data, I would certainly say it was failing hardware.

Probably won't make much difference, but I'll tag a couple of PN staff who may be able to help.

@Gandalf  , @bobpullen 

[#7]

Hi there, 

I'm really sorry to see your router has stopped working properly. I'm happy to send you a replacement as our routers should last the full length of a contract, regardless of the 12 month warranty. 

Before I do, could you try factory resetting the router using the pin hole at the back in case that helps?

[#8]

Thanks, @Gandalf 

[#9]

Sure thing - will do so shortly and report back early next week if it hasn't happened again, or sooner if it does 😉

Thanks very much, all!

[#10]

No problem and sounds like a plan!

[#11]

Hullo!

Apologies for not reporting back sooner - I ended up not able to reset the router due to unexpected travel until the following week, but that did appear to fix the rebooting until a couple of days ago and it's started again.  Here is the complete boot log since resetting:

14:02:48, 02 Nov.	( 30.710000) System up, firmware version: 4.7.5.1.83.8.289.1.3
14:02:34, 02 Nov.	( 17.280000) System start
14:02:34, 02 Nov.	( 17.280000) Boot reason: watchdog reset (cause: 0x3)
11:54:21, 01 Nov.	( 31.190000) System up, firmware version: 4.7.5.1.83.8.289.1.3
11:54:07, 01 Nov.	( 17.720000) System start
11:54:07, 01 Nov.	( 17.720000) Boot reason: watchdog reset (cause: 0x3)
17:12:51, 19 Oct.	( 30.670000) System up, firmware version: 4.7.5.1.83.8.289.1.3
17:12:37, 19 Oct.	( 17.140000) System start
17:12:37, 19 Oct.	( 17.140000) Boot reason: watchdog reset (cause: 0x3)
07:01:48, 18 Oct.	( 28.550000) System up, firmware version: 4.7.5.1.83.8.289.1.3
07:01:36, 18 Oct.	( 16.580000) System start 

[#12 · Accepted solution]

Hey @lavery1988,

I'm sorry to hear that you've started to notice this problem occurring again. I've had a look over the case today and raised a support ticket response, which has been sent via email and can be viewed online here. 

Please let me know if you have any further queries or issues that you'd like to raise and I'll be happy to assist

[#13]

@lavery1988 The watchdog reset message is a sure indication that the router is failing so I hope Plusnet are sending you a replacement. Some of the staff on here seem to hide behind tickets so community members can't discover what action is being taken to resolve the problem. 

[#14]

Many thanks @TheMightyAJ and @Gandalf!  Really appreciate the time you've given ❤️

@RealAleMadrid Yes in this case a new router is being sent, according to the email and test I've received 😃

Got to say that the last time I had issues with a Plusnet connection was back around 2015 and I was able to open a ticket and send logs, etc.  So the only weird thing here has been asking on a community forum as I couldn't figure out how to raise a ticket/question directly.

The few members of staff I've dealt with recently and in the past have been pretty good from Plusnet, very happy.

[#15]

No worries @lavery1988, glad we could get this sorted out for you

If you run into any problems when the new router arrives, just drop us another message and we'll pick this back up for review as soon as possible.