This topic

Solid Broadband Connection but no Internet/Traffic

KevG123 — Sun, 25 Apr 2021 13:51:11 GMT

A week ago I lost connection to the internet. Have had no problems for the last 7 years with connection until now.

BT Openreach engineer spent many hours on Friday investigating the fault, going as far as swapping my port connection at the green box down the road, trying two different brand new Smart Hub 2's (BT for some reason sent me two new hubs during the week) - but all we confirmed was I had a very good stable broadband connection but no access to the internet and no traffic flowing. Phone line is working fine too with no noise.

Data rate:17.53 Mbps / 59.762 Mbps
Maximum data rate:17.494 Mbps / 78.309 Mbps
Full Fibre (FTTP) Mode:Off
Noise margin:6.0 / 6.0
Line attenuation:5.4 / 17.4
Signal attenuation:5.4 / 16.7

The Engineer escalated to his boss who said the only thing he could think of was that my service had been ceased/blocked. I contacted BT (ISP) who checked and said there was no evidence my service had been ceased or blocked according to their screen, my payments were fine (actually I'm in credit) and they didn't know what the problem is.

Another engineer is being dispatched for this Tuesday but I think we are now just going round in circles!

Any ideas/suggestions would be appreciated.

Many thanks

Re: Solid Broadband Connection but no Internet/Traffic

PaddyB — Sun, 25 Apr 2021 14:50:59 GMT

Hi @KevG123,

Thank you for posting and welcome to the Community. I'm sorry you've been left without a Broadband connection. If you send me your details, I'll be able to take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Sun, 25 Apr 2021 15:00:57 GMT

Thanks Paddy

PM Sent

Re: Solid Broadband Connection but no Internet/Traffic

pippincp — Sun, 25 Apr 2021 17:54:54 GMT

What happens if you run a tracert to bbc.co.uk?

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Sun, 25 Apr 2021 19:34:12 GMT

Not an expert, is this good?

traceroute: Warning: bbc.co.uk has multiple addresses; using 151.101.128.81
traceroute to bbc.co.uk (151.101.128.81), 64 hops max, 72 byte packets
1 192.168.1.254 (192.168.1.254) 2.042 ms 1.224 ms 1.138 ms
2 172.16.16.230 (172.16.16.230) 23.666 ms 23.557 ms 24.943 ms
3 * * *
4 31.55.187.180 (31.55.187.180) 29.085 ms 28.696 ms 29.522 ms
5 core1-hu0-2-0-1.southbank.ukcore.bt.net (195.99.127.14) 28.196 ms 29.003 ms 29.133 ms
6 peer2-et3-1-2.slough.ukcore.bt.net (194.72.16.212) 28.231 ms 28.245 ms 28.472 ms
7 * * *
8 151.101.128.81 (151.101.128.81) 30.243 ms 38.729 ms 33.380 ms

Re: Solid Broadband Connection but no Internet/Traffic

pippincp — Sun, 25 Apr 2021 19:42:17 GMT

It shows you were able to travese the internet to the bbc server. DNS issue? What are you using to connect to the internet?

Try changing DNS on whatever device you are using to 8.8.8.8 and see what happens.

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Mon, 26 Apr 2021 08:27:29 GMT

I have the same result (no internet) whatever device I use - Laptop, xbox, mobile etc

Could that still be a DNS issue?

Re: Solid Broadband Connection but no Internet/Traffic

Checked2013 — Mon, 26 Apr 2021 08:57:38 GMT

Looks like your Internet connection is working fine, but also looks like you've got two devices on your network that are acting as DHCP servers and hence why you are having DNS issues

Re: Solid Broadband Connection but no Internet/Traffic

licquorice — Mon, 26 Apr 2021 09:45:34 GMT

If the OP has manually set DNS servers to 8.8.8.8 and still has problems, it isn't a DHCP problem.

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Mon, 26 Apr 2021 10:03:11 GMT

I set DNS on my Macbook to 8.8.8.8 and no change - still no internet pages will load

Re: Solid Broadband Connection but no Internet/Traffic

Checked2013 — Mon, 26 Apr 2021 10:58:30 GMT

Manually setting the DNS settings won't effect anything if there is two DHCP servers on the network as they can cause IP address conflicts.

Also the OP has indicated they do have two BT smarthubs 😉

Re: Solid Broadband Connection but no Internet/Traffic

licquorice — Mon, 26 Apr 2021 11:02:39 GMT

The OP has 2 hubs but they are not both connected.

Re: Solid Broadband Connection but no Internet/Traffic

Checked2013 — Mon, 26 Apr 2021 11:18:02 GMT

As yet the OP has not confirmed that, or confirmed their network configuration. Doing both of these would help

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Mon, 26 Apr 2021 12:00:12 GMT

Just one BT Smart Hub 2 connected

I received two others last week which were connected in turn but made no difference so original Smart Hub 2 is now connected

Re: Solid Broadband Connection but no Internet/Traffic

Checked2013 — Mon, 26 Apr 2021 12:17:55 GMT

What other devices are you using on your network and also have you tried manually setting the network settings instead of using DCHP?

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Mon, 26 Apr 2021 12:31:37 GMT

Devices usually connected :
Macbook
Mobile Phone
Ring Doorbell and Ring Cam
Xbox
Sonos Speakers
Sky Q box
Nest Thermostat

None of the above were added recently, all worked for years/months until a week ago when internet access stopped.

Thanks for inputs so far, but have just had contact from the Mods so will wait to see what they say before I make any changes to settings

but still very interested in what anyone might think the problem is

Re: Solid Broadband Connection but no Internet/Traffic

licquorice — Mon, 26 Apr 2021 12:41:06 GMT

I would be extremely surprised if it is anything with your home network. I suspect it will be a problem in the BT infrastructure.

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Tue, 27 Apr 2021 14:21:44 GMT

Quick update..

BT Openreach Engineer has just been and we might be getting somewhere as he has seen something similar in the past

He has spoken to someone in BT who thinks that following a system update, my broadband username does not match the one shown for the Smart Hub 2, namely the standard: bthomehub@btbroadband.com

Might have to wait up to 24hrs for a fix but hopefully they will escalate

Re: Solid Broadband Connection but no Internet/Traffic

Checked2013 — Tue, 27 Apr 2021 16:19:27 GMT

Do you have a solid blue light on the smart hub?

Re: Solid Broadband Connection but no Internet/Traffic

KevG123 — Tue, 27 Apr 2021 16:55:04 GMT

Yep, solid blue