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Standard User Conrad3000
(member) Mon 04-Dec-17 18:42:37
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Connected but no internet?


[link to this post]
 
Hello.

Got a Hub 1 and usually about this time of the day I can't open any pages or play videos.

There's no issues with the line nor my filters etc. The odd thing is, this only has happened very recently ever since I got the Hub 1. I've even used another one and the same problem is with that also. The Hub 0 previous was fine.

Can anyone pinpoint where it's all going wrong?

Login details in the router are fine btw. Thanks.
Administrator MrSaffron
(staff) Mon 04-Dec-17 18:45:38
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
So the you can access the web interface of the hub one? Does it say you are connected?
Is this behaviour the same over wireless and Ethernet?

How do you get back to a situation where pages open?

Have you tried pinging an IP address, to see if the issue is DNS related, or a wider issue.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Conrad3000
(member) Mon 04-Dec-17 20:18:23
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Re: Connected but no internet?


[re: MrSaffron] [link to this post]
 
Hi Mr S.

The issue's the same, whether on wired or wireless. And the problem seems to correct it automatically. But then about half an hour later it'll say I'm connected but no internet. Rinse and repeat every so often.

And here's an event log when it happened. There wasn't a problem in accessing the Hub 1 interface. The only thing was the slowness of it:

18:29:27, 04 Dec. (197558.350000) Device connected: Hostname: udhcp-​1-​14-​1-​00-​09-​df-​bd-​49-​1c-​2 IP: 192.168.1.71 MAC: 00:09:df:bd:49:1c Lease time: 1440 min. Link rate: 104.9 Mbps
18:29:27, 04 Dec. (197558.270000) Lease requested
18:29:27, 04 Dec. (197557.880000) Lease for IP 192.168.1.71 renewed by host udhcp-​1-​14-​1-​00-​09-​df-​bd-​49-​1c-​2 (MAC 00:09:df:bd:49:1c). Lease duration: 1440 min
18:29:27, 04 Dec. (197557.880000) Device connected: Hostname: udhcp-​1-​14-​1-​00-​09-​df-​bd-​49-​1c-​2 IP: 192.168.1.71 MAC: 00:09:df:bd:49:1c Lease time: 1440 min. Link rate: 103.0 Mbps
18:29:27, 04 Dec. (197557.800000) Lease requested
18:29:26, 04 Dec. (197557.320000) Lease for IP 192.168.1.71 renewed by host udhcp-​1-​14-​1-​00-​09-​df-​bd-​49-​1c-​2 (MAC 00:09:df:bd:49:1c). Lease duration: 1440 min
18:29:26, 04 Dec. (197557.320000) Device connected: Hostname: udhcp-​1-​14-​1-​00-​09-​df-​bd-​49-​1c-​2 IP: 192.168.1.71 MAC: 00:09:df:bd:49:1c Lease time: 1440 min. Link rate: 106.4 Mbps
18:29:26, 04 Dec. (197557.250000) Lease requested....

-----

And how would I go about pinging an address?


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Standard User Mml
(regular) Mon 04-Dec-17 23:53:57
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
You got the wrong log file. But don't bother, I have the Hub 1 myself and so far, I failef to find the DSL status page tongue

In reply to a post by Conrad3000:
There wasn't a problem in accessing the Hub 1 interface. The only thing was the slowness of it

Might be a clue. Are you sure it's not the case of hub becoming so slow that it can't handle the internet connection anymore? Is it hot to touch? Did you try and restart it?
Standard User ukhardy07
(knowledge is power) Tue 05-Dec-17 00:14:01
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Time to report the hub as faulty and get a new one smile
Standard User RobertoS
(elder) Tue 05-Dec-17 11:03:24
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Re: Connected but no internet?


[re: Mml] [link to this post]
 
In reply to a post by Mml:
You got the wrong log file. But don't bother, I have the Hub 1 myself and so far, I failef to find the DSL status page tongue
It could be in Troubleshooting. Unless it's been hidden in the Plusnet version. I have a dim memory that either it has, or is only accessible in the (original BT) Hub5B, not the 5A that I think the Plusnet one is based on.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 74145/13476Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User Conrad3000
(member) Tue 05-Dec-17 12:46:30
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Re: Connected but no internet?


[re: RobertoS] [link to this post]
 
This is the 2nd Hub 1 I've had in the last 4 weeks. Very unlikely they're both conked out. And I've even done a factory reset; sadly still the same.

I have to mention that I'm on standard ADSL. Do you think that could causing some conflict with the Hub 1? - Since it's mainly for fibre BB?
Standard User BatBoy
(sensei) Tue 05-Dec-17 14:01:05
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Yes the stats are unavailable for adsl. You should be able to see sync data in the event log.
Standard User Conrad3000
(member) Tue 05-Dec-17 17:30:52
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Re: Connected but no internet?


[re: BatBoy] [link to this post]
 
The following info is from the event log when I couldn't access the internet (slightly different from what was posted earlier):

16:54:29, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.212.110 on ppp0)
16:54:28, 05 Dec. BLOCKED 3 more packets (because of ICMP replay)
16:54:26, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.212.110 on ppp0)
16:54:24, 05 Dec. (278253.230000) Admin login successful by 192.168.1.83 on HTTP
16:54:18, 05 Dec. IN: BLOCK [16] Remote administration (TCP [209.92.176.11]:61833-​>[[removed]]:22 on ppp0)
16:52:31, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.211.164 on ppp0)
16:52:29, 05 Dec. BLOCKED 2 more packets (because of ICMP replay)
16:52:28, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.211.164 on ppp0)
16:52:26, 05 Dec. BLOCKED 6 more packets (because of ICMP replay)
16:52:25, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.210.34 on ppp0)
16:52:23, 05 Dec. BLOCKED 2 more packets (because of ICMP replay)
16:52:22, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.210.34 on ppp0)
16:52:05, 05 Dec. BLOCKED 3 more packets (because of ICMP replay)
16:52:04, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.212.98 on ppp0)
16:52:02, 05 Dec. BLOCKED 5 more packets (because of ICMP replay)
16:52:01, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>216.58.212.98 on ppp0)
16:51:22, 05 Dec. (278071.890000) New GUI session from IP 192.168.1.65
16:51:22, 05 Dec. ath10: STA ec:1f:72:7b:14:1b IEEE 802.11: Client disassociated
16:51:21, 05 Dec. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 [removed]-​>104.27.91.14 on ppp0)


Can someone decipher the above or pinpoint where it's all going wrong?

Edited by MrSaffron (Tue 05-Dec-17 18:57:40)

Administrator MrSaffron
(staff) Tue 05-Dec-17 19:01:10
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Edited out your public IP address

The logs just show the routers firewall blocking ICMP (Pings) to a Google service

If you look for "IEEE 802.11: Client disassociated" it is not just you that gets it, but that is just a Wi-Fi device disconnecting.

The HomeHubs (in BT or PlusNet guise) do seem to behave poorly for some and perfectly fine for others. Moving to different hardware may be the answer, certainly on FTTC shifting to a modem plus hub is a more reliable combination.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Conrad3000
(member) Tue 05-Dec-17 20:19:15
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Re: Connected but no internet?


[re: MrSaffron] [link to this post]
 
I think you're right, Mr S. I've reverted back to using the Hub 0 (the 2704n router) and things seem pretty stable at the moment.

Personally I think PN haven't really fully tested the Hub 1 on a standard ADSL line. I know it's mainly a fibre router but when using it on 'normal BB, for some reason it can't cope with a stable connection.
Standard User RobertoS
(elder) Tue 05-Dec-17 21:24:31
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Horses for courses?

/me hides

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 74145/13476Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User ukhardy07
(knowledge is power) Tue 05-Dec-17 21:44:08
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
When you get the drops was it every device affected?

In terms of stability itís just a rebranded BT Homehub 5 so possibly one of the most used routers in the UK. It does have some challenges but certainly never heard what you have reported.
Standard User Conrad3000
(member) Wed 06-Dec-17 16:51:19
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
When you get the drops was it every device affected?


Sadly yes.
Standard User ggremlin
(experienced) Wed 06-Dec-17 19:19:10
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
what other equipment is connected, for instance do you have a second wireless access point?

reason for asking: could be a broadcast storm / network loop crippling the local network.
Standard User Conrad3000
(member) Wed 06-Dec-17 22:38:26
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Re: Connected but no internet?


[re: ggremlin] [link to this post]
 
In reply to a post by ggremlin:
what other equipment is connected, for instance do you have a second wireless access point?

reason for asking: could be a broadcast storm / network loop crippling the local network.


Good question. I do have a Samsung phone that acts as a mobile hotspot and which also shows up on the Wifi analyser app.

Do you think that could be causing the problem?
Administrator MrSaffron
(staff) Wed 06-Dec-17 23:09:27
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Maybe, turn off the personal hot spot function and see if this makes any difference

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User ukhardy07
(knowledge is power) Wed 06-Dec-17 23:23:01
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Do you have a google chromecast by any chance, on some of the older HomeHub 5s it entirely crippled the network, a firmware update has since solved it? I wonder if your PlusNet One Hub is on the older firmware, given it's just a homehub 5A is disguise.

...Not even sure if the PlusNet One Hubs get the same firmware updates? I'd assume so?

When you mention accessing 192.168.1.254, during the period of downtime is getting here super slow? Clue, the only time accessing 192.168.1.254 goes slow on a BT HomeHub (in 90% of cases) is when the line physically drops out the broadband connection (usually indicates a wider issue e.g. line fault). I will assume it's the same for the One Hub given it's the same device... You will note if you pull out the RJ11 cable, suddenly getting to the router GUI is so so slow.

When you go to the router stats does the connection uptime reset after these periods?

Finally can you provide us some stats.
http://192.168.1.254 then click troubleshooting and then help desk.
Thatíll bring up line stats - please post here

Edited by ukhardy07 (Wed 06-Dec-17 23:27:14)

Standard User Conrad3000
(member) Thu 07-Dec-17 16:54:48
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
I'll turn off the mobile hotspot on my phone and see what happens. And the uptime doesn't reset every time it says there's no internet.

The line stats from the router are as follows:

Product name: Plusnet Hub
2. Serial number: +081441+NQ73802039
3. Firmware version: Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:35:32
6. Data rate: 1087 / 20025
7. Maximum data rate: 1088 / 20168
8. Noise margin: 6.8 / 6.2
9. Line attenuation: 7.4 / 18.7
10. Signal attenuation: 7.3 / 16.9
11. Data sent/received: 18.9 MB / 666.1 MB
12. Broadband username: **********
13. 2.4 GHz Wireless network/SSID: Plusnet 2.4 ghz
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: 11
17. 5 GHz Wireless network/SSID: Plusnet 5 ghz
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: 58:90:43:ec:21:22
23. VPI/VCI: 0 / 38
24. Modulation: G.992.5 Annex A
25. Latency type: Fast
26. Software variant: AA
27. Boot loader: 1.0.0


Forgot to add; I do have Chromecast but I'll make sure it's not connected.

Edited by Conrad3000 (Thu 07-Dec-17 16:56:27)

Standard User ukhardy07
(knowledge is power) Thu 07-Dec-17 17:44:13
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
So that DSL Uptime does not reset to 0?

Are you able to factory reset the device? Do not change a single setting. Leave it connected in for a few weeks and monitor?

I note a few changes in your stats, e.g. SSID, channel change etc, I would have more comfort if the device was in factory default state. Also to check, have you used the supplied cables, rj11 cable, filters etc - not reused some old stuff from older device? likewise are you NOT using the BT openreach modem, ie device straight into the phone socket?

I note the Hub Zero needs the modem, to confirm you are not using this on the Hub One?

EDIT: The firmware you have is reported to be fine on chromecast. A known reported bug is the connection stops working if the upload is saturated e.g. Google Drive uploading, Dropbox, utorrent etc. Do you have large uploads from any devices?

Edited by ukhardy07 (Thu 07-Dec-17 17:46:34)

Standard User Conrad3000
(member) Thu 07-Dec-17 18:09:24
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
So that DSL Uptime does not reset to 0?


That's correct.

Are you able to factory reset the device? Do not change a single setting. Leave it connected in for a few weeks and monitor?


I'll try to.

I note a few changes in your stats, e.g. SSID, channel change etc, I would have more comfort if the device was in factory default state. Also to check, have you used the supplied cables, rj11 cable, filters etc - not reused some old stuff from older device? likewise are you NOT using the BT openreach modem, ie device straight into the phone socket?


Yes; the routers plugged in the test socket with no extensions. All the equipment is the original. And I did change the name of the SSID as well as the channels. I had to, to stop the interference.

I note the Hub Zero needs the modem, to confirm you are not using this on the Hub One?


I'm not sure what you mean by that. I've only got the Hub 1 switched on. How would the Hub 0 somehow use part of the Hub 1?

EDIT: The firmware you have is reported to be fine on chromecast. A known reported bug is the connection stops working if the upload is saturated e.g. Google Drive uploading, Dropbox, utorrent etc. Do you have large uploads from any devices?


Not at all. In fact I did attach a Hitachi TV to the Hub 1 and I've a feeling that caused the 'no internet' issue (well, probably one of the devices anyway).

I'll try to limit only phones, laptops, tablets, and iPads to the router and see how that goes.
Standard User ukhardy07
(knowledge is power) Thu 07-Dec-17 18:19:38
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Ok got you on the interference front, if you can give it a Reset, then go in and name the 2.4Ghz and 5Ghz SSIDs differently. Try to only use the 5Ghz wireless on devices (unless the device only supports 2.4ghz).

I would go in and add devices one at a time, giving plenty of time between each one... My hunch is a device is causing you issues. Likely given the known issue, something is saturating your upload (but that's a guess). If you can narrow down the device, we can go from there.

Apologies, I thought you had fibre. Ignore my message re modem.

Edited by ukhardy07 (Thu 07-Dec-17 18:24:51)

Standard User Conrad3000
(member) Thu 07-Dec-17 18:35:51
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
Thanks. And will do what you've mentioned. If there's any issues, I'll post back.
Standard User ggremlin
(experienced) Thu 07-Dec-17 19:13:57
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
A known reported bug is the connection stops working if the upload is saturated e.g. Google Drive uploading, Dropbox, utorrent etc. Do you have large uploads from any devices?

the latest stats they give show 19MB upload in 30 minutes, so no, upload is not saturated.

edit,
not currently saturated. they should check the upload figures when it slows down again

Edited by ggremlin (Thu 07-Dec-17 19:16:00)

Standard User zyborg47
(eat-sleep-adslguide) Fri 08-Dec-17 08:28:36
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
I have this sort of thing and have done for a while and it is nothing to do with my on going issue.

for some reason my computer will just disconnect and come up with no internet. I do a fix and it come up can not find gateway.

The strange thing is that everything is different now than when it started, different computer, different router, different cables. it is a strange problem. I thought that maybe it was my anti virus, I have removed that, so we will see if that makes a difference.

A very strange problem indeed.

Adrian

Desktop machine now powered by windows 10 pro, reluctantly, laptop by Linux

Plusnet FTTC
Standard User ukhardy07
(knowledge is power) Fri 08-Dec-17 11:38:40
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Re: Connected but no internet?


[re: zyborg47] [link to this post]
 
Sounds like a line fault to me. Have you checked the line stats? Have you discussed with your service provider?

Edited by ukhardy07 (Fri 08-Dec-17 11:39:07)

Standard User Conrad3000
(member) Sun 10-Dec-17 17:29:09
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
Just to let you know guys; I've found out what the problem was.

It was the (Hitachi) TV that was causing the issue. As soon as I disconnected it, everything fixed itself.

So it seems certain devices aren't really fully compatible when others *are*. Pretty poor show from the Hub 1 there. I say this because there were no issues with the Hub 0 or the Technicolor before it.
Standard User ukhardy07
(knowledge is power) Sun 10-Dec-17 17:36:10
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
So it seems certain devices aren't really fully compatible when others *are*. Pretty poor show from the Hub 1 there. I say this because there were no issues with the Hub 0 or the Technicolor before it.
I personally think given the Hub 1 is the same as the BT Homehub 5A which is used by such a large number of the millions of BT broadband customers, it is very hard to blame the ISPs device here. Certainly Hitachi should not be manufacturing products that do not work with the largest UK ISPs router. In your shoes I would be contacting the store where you got the TV and reporting the device as faulty, sending it for repair, and if that does not fix the issue getting the TV replaced with a device that functions as expected on the WiFi.

To be clear, there are very few reports of this kind of issue on both the PlusNet Hub 1 and/or the HomeHub 5. There were issues with a Google Chromecast due to a firmware update Google pushed through, it should be noted Google resolved this NOT BT or PlusNet and they also apologised.

We had over 30 devices connecting into our Hub 5 on a daily basis without this issue, plus friends, family and guests visiting.

Edited by ukhardy07 (Sun 10-Dec-17 17:38:00)

Standard User broadband66
(fountain of knowledge) Mon 11-Dec-17 18:23:25
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
As long as the TV meets the minimum requirements for WIFI connection then there is no leg to stand on, so can't be returned.

I had a NetGear WIFI dongle that worked with XP but not W7. NetGear swore that their new drivers were W7 certified but my version of W7 wouldn't accept that and wouldn't install correctly.

Certain configurations work and some don't.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User ukhardy07
(knowledge is power) Mon 11-Dec-17 21:18:54
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Re: Connected but no internet?


[re: broadband66] [link to this post]
 
If the television wonít connect to wireless and everything else will, whilst more than one hub has been tried, itís arguably faulty.

I am totally sure the BT homebub meets all standards, itís used by millions of customers. It is certainly not common to see BT customers complaining of this activity. Most likely faulty TV.

Just because it works fine on a single band 2.4ghz router, does not give an indicator of how it will work on a 5Ghz device. We are not comparing apples with oranges and cannot simply assume the tv is fine because it works on a router which only broadcasts 2.4ghz.

Edited by ukhardy07 (Mon 11-Dec-17 21:19:22)

Standard User broadband66
(fountain of knowledge) Tue 12-Dec-17 10:27:32
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
"Pretty poor show from the Hub 1 there. I say this because there were no issues with the Hub 0 or the Technicolor before it."

Worked on previous routers. Maybe the WIFI on the tv is basic and the instructions need to be read to see if it works on a newer version. Not everything is backwards compatable.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User jelv
(knowledge is power) Tue 12-Dec-17 13:13:22
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Re: Connected but no internet?


[re: broadband66] [link to this post]
 
Has putting the 2.4g and 5g on different SSIDs been tried?

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Standard User Vorlon
(fountain of knowledge) Tue 12-Dec-17 14:46:38
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Re: Connected but no internet?


[re: jelv] [link to this post]
 
In reply to a post by jelv:
Has putting the 2.4g and 5g on different SSIDs been tried?


That's a good point and something that improved my WiFi stability.
Standard User Conrad3000
(member) Sun 17-Dec-17 18:19:05
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Re: Connected but no internet?


[re: jelv] [link to this post]
 
In reply to a post by jelv:
Has putting the 2.4g and 5g on different SSIDs been tried?


Yes, I thought I'd give that a go and it seems there's no issues when I connect the TV to the 2.4ghz frequency (just on the 5ghz one).

Very odd.
Standard User ukhardy07
(knowledge is power) Sun 17-Dec-17 18:51:01
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Re: Connected but no internet?


[re: Conrad3000] [link to this post]
 
In reply to a post by Conrad3000:
In reply to a post by jelv:
Has putting the 2.4g and 5g on different SSIDs been tried?


Yes, I thought I'd give that a go and it seems there's no issues when I connect the TV to the 2.4ghz frequency (just on the 5ghz one).

Very odd.
old router was 2.4ghz only. What this tells us is that your TV likely has a faulty WiFi card on 5Ghz.
Standard User Conrad3000
(member) Sun 17-Dec-17 19:24:31
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Re: Connected but no internet?


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
In reply to a post by Conrad3000:
In reply to a post by jelv:
Has putting the 2.4g and 5g on different SSIDs been tried?


Yes, I thought I'd give that a go and it seems there's no issues when I connect the TV to the 2.4ghz frequency (just on the 5ghz one).

Very odd.
old router was 2.4ghz only. What this tells us is that your TV likely has a faulty WiFi card on 5Ghz.


Thanks ukhardy. And sadly the warranty's expired for the TV. But even though it's on the 2.4ghz frequency, at least everything's working ok.
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