Problems with Hub 2

[#1]

Hi all really appreciate the replies.

I am having some problems with hub 1 as well now with wifi ocassionally dropping briefly. Have attached event log below (I've censored my IP address, not sure if it's needed?). At 9:11 is when I turned on my laptop to join a work meeting but the internet was not working so I switched to a hotspot from my phone instead.

To answer a previous questions: I am on ADSL, looks like fibre is not available in my flat.

[#2]

@tudorradulescu Looking at that BTw report, you appear to be restricted to ADSL only, which is a little strange, as I know a couple of people on that exchange who can get FTTC, although I do understand that they too are currently unable to get FTTP from OpenReach.

Unfortunately, the snippet of the error log you have provided does not give any useful information.

[#3]

Hi, going to answer your questions below.

1. Do you know whether your broadband is ADSL or FTTC ? 
   I have ADSL, have attached BT report in a reply earlier. Looks like there is no other option available.
2. Do you still use a landline phone ?
   I do not
3. Do you use Plusnet email ?
   No
4. Are you aware of any options to be able to upgrade your broadband to a faster service ?
   I think my only other option would be getting one of those routers where you plug a sim card in and get wifi that way?
5. Do you own any other routers - and if so what make and model are they ?
   I have the Hub 1 and Hub 2 only 

[#4]

@tudorradulescu -

I'll let @jab1 walk you through providing more detailed router logs and provide his analysis of your connectivity problems.

However, I'll have a parallel discussion about your service going forwards.

@tudorradulescu  are you aware that Plusnet will withdraw provision of ADSL, probably around autumn 2025 ?

You need to be planning for this eventuality NOW, so you don't suddenly have to migrate broadband at short notice.

As Openreach don't serve you with anything better than SOADSL, here is a map of where AltNets serve the Redhill area -

If you are located in the areas covered by coloured dots, then you might be able to get full fibre broadband from -

• Virgin Media 
• Hey! Broadband 
• F&W Networks 
• Hyperoptic 

Check all the above links to see what alternatives to ADSL are available to you,

otherwise you'll be stuck being forced into moving to an ISP that supports SOADSL, some of which I've listed here,

or investigate whether you can replace your landline broadband with a mobile 4G/5G router on a data plan.

.

[#5]

Because the Hub2 gives us more information on the error log, would it be possible to switch that with the Hub1 while we try and investigate your problem? I appreciate you will still get the issues until we get to the bottom of this, but as those who mainly answer on the forums are not Plusnet staff, we have to work on what information we can get from you.

If you went for a mobile router, you wold find there would be even less support, should you need it - Plusnet would not offer it, and not everyone on here has experience of them.

From your posts, I suspect, with respect, that you are not an 'expert', rather more like the majority of users who just plugs in and (reasonably) expect things to work. Unfortunately, electronics do have a habit of going wrong.

There is a great deal of expertise among many users on here, but we do need concrete data/information to do any meaningful diagnosis, so we ask as clearly as possible for what we need.

If there is something we say/ask for and you don't understand, say so, and we will try and explain.

[#6]

Thanks jab1, let me switch back to the hub 2. Should i take a screenshot of the event log when i'm getting connection drops?
And yes you are 100% correct that I am not an expert by any means.

[#7]

@tudorradulescu Switch back to the Hub2, leave it alone for 24 hours or so and see what happens.

When it has had time to get some data, I will give you instructions on how to find and post what I hope will be useful information.

[#8]

@tudorradulescu 

the snap shot of the event log you have provided, assuming it's 'ALL' events does not show any connection issues, the messages  are Firewall related so of no consequence to any wifi or internet disconnects.

For the Hub two it is possible to export the event log as a CSV file which provides a complete history of events.

[#9]

Exactly, @Dan_the_Van , which is why getting the Hub2 back in was suggested.

Out of interest, and to possibly speed things up, does the H2 retain the log on disconnection, or does it start from scratch again? - I honestly don't know, because I have never used one.

[#10]

@tudorradulescu 

Provided you have not performed a factory reset can you attached the current event log for the Hub two, if you have factory reset the Hub then we'll need to wait until the next event which is causing you the problem

This is best performed on a desk/lap top computer, as the experience using a smartphone is not the best.

From the Home page navigate >Advanced Settings >Technical Log >Event log. In this instance do not change the category

Click on Export this will download the event.log to the download folder, attach to a post using the paperclip found below above File attachment limits.

[#11]

Hi  @Dan_the_Van, here is the event log attached. Just as a note, when the wifi drops I sometimes switch the macbook and phone to my hotspot which is why it may show that they disconnected and reconnected frequently.

[#12]

@tudorradulescu Thanks for that event log - In my opinion, which PN may not share, you are suffering too many connection drops.

Interesting to note your connection speeds (as reported) - how far from the exchange are you?

@Dan_the_Van Could this be an EO connection, as the figures are very high, and I don't see any real change in SNR values after a disconnection?

[#13]

---

@jab1 wrote:

Could this be an EO connection,

---

All  ADSL broadband lines are an "EO connection" !

.

[#14]

Are you sure? - when I was on ADSL, yes the connection was on copper all the way back to the exchange, but it still ran through a cab - #17 - IIRC, before it got to me.

By EO, I mean a service where there are no intermediate connection points and the whole thing is 'wired' directly into the local exchange. There were about 40 houses around my local exchange on this setup until they installed a cab just outside of it to allow for FTTC.

[#15]

@outcast

@jab1 ‘s use of the term “EO” is as has always been understood - the circuit goes direct from the property to the exchange frame. That is the circuit does not have both e-side and d-side legs.

There being no green cabinet previously meant that FTTC could not be provided on these circuits, thoung in some locations green cabinets have been installed right outside of the exchange to facilitate the provision of FTTC. This is seen often in villages big enough to have their own exchanges.