Router resetting during file transfer

[#1]

In the past two weeks I have suddenly been unable to copy files over VPN connected from my place of work.

I have had no trouble transferring files since I moved home in September 2021.

The router appears to simply stop working after a few hundred MB of data. The lights go orange, then after a minute or so it reboots.

The log contains messages similar to "( 17.800000) Boot reason: watchdog reset (cause: 0x0)" which seem to coincide with these episodes.

Any suggestions on how to stop this happening would be appreciated!

[#2]

@HsdItUp3m6qbgRJ  Welcome to the forum.

A watchdog reset is generally a symptom of a hub going on the blink.

How far away are you from a recontract? Hopefully a staffer will come along and agree to send you a free replacement.

Whatever you do don't agree to spend £100 on a Plusnet hub. Get a BT Smarthub for under £20. You will find the settings and other information pinned to the top of the router board.

[#3]

Hub going on the blink doesn't sound encouraging. Though it would explain the sudden onset.

I'd guess there's about a year to go on contract. I'd certainly not be wanting to pay to replace faulty that's less than a year old. I've got a third party router I can fall back on if needs be. 

[#4]

@HsdItUp3m6qbgRJ 

There’s a 12 month guarantee on these hubs.

[#5]

Hiya @HsdItUp3m6qbgRJ, thanks for getting in touch.

I'm really sorry for the problems that you have been experiencing with your service and for the issues this is causing to your work! I'd let to help get this sorted for you.

Can you please pop me over a PM with your account username so that I can take a further look at this for you?  (to send a PM, click on my name and then to the right, there will be a grey button to 'send private message' and in the message please include a link to this thread)
 

[#6]

Despite being promised that a replacement router would be dispatched two weeks ago, nothing has been received.

[#7]

Hello @HsdItUp3m6qbgRJ

I've just responded to the PM that you sent my colleague Adam if you'd like to have a look. 

[#8]

Thanks for getting router sent out.

Sadly, the problem persists. Although I managed to transfer nearly 1GB before the router <censored> out.

Moderator's note : Removed word missed by swear filter, edited as per Forum rules.

[#9]

Hi,

couple of thoughts

Are you transferring via wifi, if yes try a wired connection.

Are you able to slow the upload rate, there maybe a buffering issue.

Dan.

[#10]

Hi Dan

I use a wired connection.

The transfer rate is already around 5 MB/s so cannot see why it would cause a buffering issue.

I can download from internet much faster without issue.

I shall have to dig out the third party router I used before I moved in here, which worked fine on Plusnet for six years at my previous address.

[#11]

Good Afternoon @HsdItUp3m6qbgRJ, thanks for getting back to us and for the info. I'm really sorry that a new router has not resolved the issues.

I have retested your line today and a phone line fault (battery contact) is being detected externally and quite likely the cause of the issues you're having.

I have raised this to our suppliers for you and created a fault ticket here for you: https://www.plus.net/wizard/?p=view_question&id=222795311 where updates will be added. We can expect a further update within the next 48-72 hours.

I'm really sorry for the disruption caused in the meantime

[#12]

Hi Lauren

Thanks for raising the fault.

Look forward to future updates in the next few days.

[#13]

@HsdItUp3m6qbgRJ - are you able to provide more detail about what VPN connection you are using e.g. what VPN is it? How it is configured? What machine are you transferring the files from? Where are they being transferred from/to? etc.

If this is happening across two separate Hub Ones, then it implies a wider issue and I'd be interested in trying to replicate it.

[#14]

Hi Bob

VPN is bog-standard Windows VPN, connecting to my place of work. I'm attempting to transfer MP4 files which are generally >2GB.

As I have mentioned before, I was able to transfer files fine until recently. And from start of first lockdown until September last year (when I moved to my current address), I had no trouble whatsoever using Plusnet FTC.

Please PM me if you need more technical detail.

[#15]

Your hub firmware was updated around mid December last year.

I don't suppose this co-incides with the start of the problem?

Where are the files being transferred from/to? i.e. are they being transferred between network locations on the VPN, or are you transferring from the VPN to your local machine?