Fibre connected Sky Hub SR203 randomly rebooting

[GilesGodartBrown]

Since the middle of September the Sky Hub (SR203) has been rebooting randomly between every few seconds to a number of hours, but many times a day (9 times in last 24 hours)

I know its rebooting from its log which shows it starting with the 1700 time, until it contacts NTP. 

I know when it is happening because I have a process pinging it every 5 seconds. and Raspberry Pi watchdogs  also detect it

When it reboots I lose the Broadband and telephony connection for about 90 seconds, it then comes up for a few seconds then drops again for about 10 seconds.

I live in a remote area with very poor mobile coverage, so voip and Mobile Wifi calling are essential in case of an emergency.

Here are the steps I've taken following several calls with Sky, none of which have had any effect.

Bypassed the BT Openreach power pack which was showing an error. No errors on the ONT itself.

Factory reset the Sky Hub

Swapped the Sky Hub for a replacement from Sky

Checked the AC power - the Hub is on a UPS and other devices on same UPS show the power is good

Disconnected devices - Amazon Echo, cctv, Sky Mini

Turned off Wi-Fi on the Sky Hub, Sky Q and Sky Minis (they are all wired via a GiGE switch).

Run the Broadband checker in the My Sky App - this finds no errors.

Checked the public IP address - its getting some really odd public adresses, sometimes on the 2.22x.xxx.xxx network, but changes to the 90.202, the new router connects to the 130.6xx.xxx.xxx and 132.xxx.xxx.xxx networks.

Anyone got any further suggestions?

[cookiemonsteruk]

@GilesGodartBrown 

Could you post your router statistics

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[Chrisee]

@GilesGodartBrown are you sure the hubs are rebooting rather than losing connection and reconnecting the stats wil show thst the up time resets each time the unit boots? A full reboot of a SR203 takes around 3 minutes and can be monitored by watching the LEDs. see  https://www.sky.com/help/articles/hub-lights-explained-start. If the unit is rebooting spotaenously that is a fairly common indication thst it needs replacing, To have two units showing the same fault means it is over whelmingly likely that the reboots are not due to the hub itself. This leads me to think the connection is dropping perhaps due to an issue with the ONT. Certainly  you should not have bypassed its power supply it is Openreach's property if the power supply is faulty they will replace it.

The range of public IP4 addresses is simply due to the fact Sky have had to buy numerous small address blocks as their customer numbers have grown due to the fact that the supply of IP4 addresses is exhausted so addresses are traded. The internet should be using IP6 by now but many sites and services seemed not to get the memo.

[GilesGodartBrown]

My ONT had a separate Power pack (I assume some sort of short term UPS) Sky advised that BT no longer support this and that I should plug the ONT directly into the PSU used for the power pack.

The Router statistics uptime and observing the lights (all off except power) matches when I believe the router is rebooting.

Stats below;

System Up Time: 03:25:37

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time

WAN WANoE 393518 377770 0 54533 22644 03:22:43

LAN Up 488915 551699 13 468946 78342 03:25:37

WLAN (2.4 GHz) Up 895 0 0 2597 0 00:02:49

WLAN (5 GHz) Up 1253 4294967295 0 6065 0 00:02:30

Yes, I've only just re-enabled the WiFi.

I think it may be due to a lot of devices using MDNS so I have now disabled this, and have crossed my fingers.

[GilesGodartBrown · Accepted solution]

I think I've solved it.

It appears the Sky Hub is intolerant of MDNS messages.

I've disabled MDNS from all of my devices, replacing it with hardocded IP addresses and the Sky Hub has been up for over a day now; the longest its been for a very long while.