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middlep
Beginner
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Message 1 of 23

Various problems. Internet now hanging. Help!

Hi there,

 

I've been having loads of problems with both my broadband and my land line over the last couple of months. The main issues have been crackly line or no dial tone, dropping internet (orange light) and slow speeds (I've done speed tests that have shown download at 0.12mbps for example). It's been intermittent, but frequent. I've had various calls and tickets raised around this.

 

Long story short, an Engineer came end of April and though he couldn't indentify one specific issue he did tweak various things at the local box (he showed me some corrorded parts he replaced for example). Speed of the internet seemed to be a lot better after that and the phone line no longer crackles. A couple of days later though the broadband went down... I rang up again and arranged another Engineering visit, but due to the constent threat of a huge call out fee I cancelled the 2nd visit as it didn't drop in the mean time. Since then it's been ok - no frequent issues. Well, up until the last week...

 

Over the last few days the internet has been "hanging" frequently - there's no orange light on the hub, but all of my devices (phone/tablet/laptop) grind to a halt for around 30 seconds or so... then everything is ok again. This seems to happen when I'm downloading large files and in the evenings. As such it almost feels like I'm being capped or it's reaching it's device capacity. Browsers just hang on any website and the downloads fail, but on my Android phone I did it a "dns probe possible error" message last night. Speeds outside these periods are fine, but naturally I can't do a speed test during these times as it doesn't load (the speed is effectively 0mbps).

 

This might be acceptable for general browsing, but I want to play games and stream videos (which this of course causes major issues with).

 

Can anyone suggest a probable cause or tests I can run for the lastest issue? Restarting the router doesn't seem to help (in fact it seems to get worse for a time after that), which I'm sure the BT support line will suggest doing and then will end up suggesting an Engineer (and I'm concerned I'll get charged the call out fee due to the intermittent nature of it). Note that throughout this period I've plugged my router into the test socket due to the problems I had last month.

 

Related to this I want to upgrade to Fibre, but to be blunt due to the ongoing issues and poor service I have received from BT (for example promise of call backs that never happen), I simply don't want to reward them with an upgrade.

As such I've been looking at cancelling, but from what I understand I have to basically pay off my contract in full (which is outragous considering I was originally a happy customer... problems only started after I renewed in January). Am I mistaken around this? I feel completely shackled and frustrated. Can you help?

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Distinguished Sage
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Message 2 of 23

Re: Various problems. Internet now hanging. Help!

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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middlep
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Message 3 of 23

Re: Various problems. Internet now hanging. Help!

Hi there,

 

Below is the log from this afternoon... my wife said it was slow again, but didn't note the exact time. I've just done a speed test and it was 7.42 down, 0.93 up, 36.3 ping (though at the moment the connection seems fine). 

 

Does this help? 

 

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middlep
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Message 4 of 23

Re: Various problems. Internet now hanging. Help!

15:40:13, 21 May.(166767.190000) Device disconnected: Hostname: Windows-​Phone IP: 192.168.1.82 MAC: d0:92:9e:ee:17:88
15:40:13, 21 May.(166767.180000) Device disconnected: Hostname: android-​5aa1df83bea9e473 IP: 192.168.1.85 MAC: 24:7f:3c:06:55:54
15:40:10, 21 May.wlan0: STA 24:7f:3c:06:55:54 IEEE 802.11: Client disassociated
15:38:47, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.90.1 on ppp0)
15:38:44, 21 May.BLOCKED 2 more packets (because of ICMP replay)
15:38:44, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.90.1 on ppp0)
15:38:41, 21 May.BLOCKED 2 more packets (because of ICMP replay)
15:38:41, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>217.32.28.232 on ppp0)
15:36:41, 21 May.(166555.290000) OpenWiFi IPSec connection is down
15:28:22, 21 May.(166056.780000) Lease for IP 192.168.1.86 renewed by host android-​1ecdfb27e26c8ff8 (MAC 80:d2:1d:12:1d:dd). Lease duration: 1440 min
15:28:22, 21 May.(166056.780000) Device connected: Hostname: android-​1ecdfb27e26c8ff8 IP: 192.168.1.86 MAC: 80:d2:1d:12:1d:dd Lease time: 1440 min. Link rate: 120.0 Mbps
15:28:22, 21 May.(166056.670000) Lease requested
15:26:38, 21 May.(165952.830000) Lease for IP 192.168.1.65 renewed by host kindle-​511fa388c (MAC e0:cb:1d:85:76:05). Lease duration: 1440 min
15:26:38, 21 May.(165952.830000) Device connected: Hostname: kindle-​511fa388c IP: 192.168.1.65 MAC: e0:cb:1d:85:76:05 Lease time: 1440 min. Link rate: 144.4 Mbps
15:26:38, 21 May.(165952.740000) Lease requested
15:21:24, 21 May.BLOCKED 7 more packets (because of Advanced Filter Rule)
15:21:24, 21 May.OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: IGMP 10.18.56.139-​>224.0.0.2 on wlan1.2)
15:21:21, 21 May.BLOCKED 2 more packets (because of Advanced Filter Rule)
15:21:20, 21 May.OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP [0.0.0.0]:68-​>[255.255.255.255]:67 on wlan1.2)
15:21:20, 21 May.BLOCKED 2 more packets (because of Advanced Filter Rule)
15:21:19, 21 May.OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP [0.0.0.0]:68-​>[255.255.255.255]:67 on wlan1.2)
15:21:18, 21 May.BLOCKED 2 more packets (because of Advanced Filter Rule)
15:21:16, 21 May.OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP [0.0.0.0]:68-​>[255.255.255.255]:67 on wlan1.2)
15:15:49, 21 May.(165303.600000) OpenWiFi IPSec connection is up
15:15:44, 21 May.BLOCKED 3 more packets (because of Advanced Filter Rule)
15:15:42, 21 May.OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP [0.0.0.0]:68-​>[255.255.255.255]:67 on wlan1.2)
15:15:38, 21 May.BLOCKED 3 more packets (because of Advanced Filter Rule)
15:15:37, 21 May.BLOCKED 2 more packets (because of Advanced Filter Rule)
15:15:37, 21 May.OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_wlan1.2_out/rule/0: UDP [0.0.0.0]:68-​>[255.255.255.255]:67 on wlan1.2)
15:09:44, 21 May.(164938.080000) Device disconnected: Hostname: Windows-​Phone IP: 192.168.1.82 MAC: d0:92:9e:ee:17:88
15:09:40, 21 May.(164934.530000) Lease for IP 192.168.1.85 renewed by host android-​5aa1df83bea9e473 (MAC 24:7f:3c:06:55:54). Lease duration: 1440 min
15:09:40, 21 May.(164934.530000) Device connected: Hostname: android-​5aa1df83bea9e473 IP: 192.168.1.85 MAC: 24:7f:3c:06:55:54 Lease time: 1440 min. Link rate: 72.2 Mbps
15:09:40, 21 May.(164934.430000) Lease requested
15:09:40, 21 May.wlan0: STA 24:7f:3c:06:55:54 IEEE 802.11: Client associated
15:04:40, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>64.233.167.188 on ppp0)
15:04:38, 21 May.BLOCKED 3 more packets (because of ICMP replay)
15:04:37, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>64.233.167.188 on ppp0)
15:04:18, 21 May.(164612.910000) Device disconnected: Hostname: Windows-​Phone IP: 192.168.1.82 MAC: d0:92:9e:ee:17:88
15:04:18, 21 May.(164612.910000) Device disconnected: Hostname: android-​5aa1df83bea9e473 IP: 192.168.1.85 MAC: 24:7f:3c:06:55:54
15:04:15, 21 May.wlan0: STA 24:7f:3c:06:55:54 IEEE 802.11: Client disassociated
15:02:52, 21 May.BLOCKED 1 more packets (because of ICMP replay)
15:02:50, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>173.194.65.103 on ppp0)
15:02:48, 21 May.BLOCKED 2 more packets (because of ICMP replay)
15:02:47, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>173.194.65.103 on ppp0)
15:01:26, 21 May.IN: BLOCK [16] Remote administration (TCP [190.163.113.147]:4427-​>[86.151.20.251]:80 on ppp0)
14:58:29, 21 May.IN: BLOCK [16] Remote administration (TCP [95.138.170.160]:39762-​>[86.151.20.251]:22 on ppp0)
14:43:05, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>54.195.238.243 on ppp0)
14:34:18, 21 May.IN: BLOCK [16] Remote administration (TCP [171.96.10.68]:24092-​>[86.151.20.251]:80 on ppp0)
14:27:17, 21 May.(162391.360000) Lease for IP 192.168.1.85 renewed by host android-​5aa1df83bea9e473 (MAC 24:7f:3c:06:55:54). Lease duration: 1440 min
14:27:17, 21 May.(162391.360000) Device connected: Hostname: android-​5aa1df83bea9e473 IP: 192.168.1.85 MAC: 24:7f:3c:06:55:54 Lease time: 1440 min. Link rate: 72.2 Mbps
14:27:17, 21 May.(162391.260000) Lease requested
14:27:16, 21 May.wlan0: STA 24:7f:3c:06:55:54 IEEE 802.11: Client associated
14:27:15, 21 May.wlan0: STA 24:7f:3c:06:55:54 IEEE 802.11: Client disassociated
14:26:27, 21 May.BLOCKED 1 more packets (because of ICMP replay)
14:26:27, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.93.2 on ppp0)
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Distinguished Sage
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Message 5 of 23

Re: Various problems. Internet now hanging. Help!

You need to go to hub manager then troubleshooting then logs and look for the 2 lines shown in john46 post

Try quiet line test


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middlep
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Message 6 of 23

Re: Various problems. Internet now hanging. Help!

6:57:25, 21 May.wlan1: STA 14:2d:27:1e:6f:1f IEEE 802.11: Client associated
16:51:54, 21 May.BLOCKED 3 more packets (because of ICMP replay)
16:51:53, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>74.125.206.188 on ppp0)
16:46:41, 21 May.BLOCKED 3 more packets (because of ICMP replay)
16:46:41, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>158.85.58.69 on ppp0)
16:45:00, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>216.58.208.78 on ppp0)
16:44:57, 21 May.BLOCKED 3 more packets (because of ICMP replay)
16:44:57, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>216.58.208.78 on ppp0)
16:43:15, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>173.194.65.99 on ppp0)
16:43:13, 21 May.BLOCKED 3 more packets (because of ICMP replay)
16:43:12, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>173.194.65.99 on ppp0)
16:33:12, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>64.233.167.188 on ppp0)
16:24:06, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.93.2 on ppp0)
16:24:05, 21 May.BLOCKED 1 more packets (because of ICMP replay)
16:24:03, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>64.233.166.188 on ppp0)
16:22:19, 21 May.IN: BLOCK [16] Remote administration (TCP [218.7.37.194]:11607-​>[86.151.20.251]:22 on ppp0)
16:19:18, 21 May.IN: BLOCK [16] Remote administration (TCP [198.20.69.74]:20012-​>[86.151.20.251]:443 on ppp0)
16:15:19, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.93.2 on ppp0)
16:14:31, 21 May.BLOCKED 1 more packets (because of ICMP replay)
16:14:29, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>74.125.206.188 on ppp0)
16:14:24, 21 May.BLOCKED 1 more packets (because of ICMP replay)
16:14:23, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.93.2 on ppp0)
16:14:20, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>74.125.206.188 on ppp0)
15:57:22, 21 May.BLOCKED 1 more packets (because of ICMP replay)
15:57:21, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>184.173.147.61 on ppp0)
15:56:32, 21 May.BLOCKED 1 more packets (because of ICMP replay)
15:56:31, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.93.2 on ppp0)
15:56:12, 21 May.BLOCKED 1 more packets (because of ICMP replay)
15:56:10, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>173.192.222.174 on ppp0)
15:54:59, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>158.85.58.109 on ppp0)
15:54:38, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.90.1 on ppp0)
15:53:50, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>108.168.180.123 on ppp0)
15:53:47, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.90.1 on ppp0)
15:53:45, 21 May.BLOCKED 2 more packets (because of ICMP replay)
15:53:43, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>31.13.90.1 on ppp0)
15:53:07, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>64.233.166.188 on ppp0)
15:53:01, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>50.22.240.169 on ppp0)
15:52:58, 21 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.151.20.251-​>64.233.166.188 on ppp0)
15:51:37, 21 May.IN: BLOCK [16] Remote administration (TCP [95.215.9.222]:50000-​>[86.151.20.251]:80 on ppp0)
15:42:58, 21 May.(166932.310000) Device disconnected: Hostname: Windows-​Phone IP: 192.168.1.82 MAC: d0:92:9e:ee:17:88
15:42:56, 21 May.(166930.520000) Lease for IP 192.168.1.85 renewed by host android-​5aa1df83bea9e473 (MAC 24:7f:3c:06:55:54). Lease duration: 1440 min
15:42:56, 21 May.(166930.520000) Device connected: Hostname: android-​5aa1df83bea9e473 IP: 192.168.1.85 MAC: 24:7f:3c:06:55:54 Lease time: 1440 min. Link rate: 72.2 Mbps
15:42:56, 21 May.(166930.410000) Lease requested
15:42:56, 21 May.wlan0: STA 24:7f:3c:06:55:54 IEEE 802.11: Client associated
15:42:01, 21 May.IN: BLOCK [16] Remote administration (TCP [218.77.79.43]:56288-​>[86.151.20.251]:22 on ppp0)
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Distinguished Sage
Distinguished Sage
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Message 7 of 23

Re: Various problems. Internet now hanging. Help!

Try changing the lease time in the hub from 1 day to 21 days

The 2 lines of stats are not in the logs you posted suggesting last drop in connection is further back


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middlep
Beginner
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Message 8 of 23

Re: Various problems. Internet now hanging. Help!

Ah sorry, I've found these:

 

18:04:29, 19 May.( 2624.860000) DSL noise margin: 5.90 dB upstream, 9.20 dB downstream
18:04:28, 19 May.( 2624.040000) DSL line rate: 1143 Kbps upstream, 8542 Kbps downstream
18:04:06, 19 May.( 2601.800000) DSL is down after 41 minutes uptime
18:04:05, 19 May.( 2601.470000) PPPoA is down after 41 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]

 

16:21:47, 19 May.( 84.060000) DSL noise margin: 5.90 dB upstream, 9.00 dB downstream
16:21:46, 19 May.( 83.400000) DSL line rate: 1155 Kbps upstream, 8159 Kbps downstream

 

10:43:50, 19 May.(49820.570000) DSL noise margin: 6.00 dB upstream, 9.80 dB downstream
10:43:50, 19 May.(49819.760000) DSL line rate: 1111 Kbps upstream, 8414 Kbps downstream

 

08:56:49, 19 May.(43399.160000) DSL noise margin: 6.00 dB upstream, 9.00 dB downstream
08:56:48, 19 May.(43398.220000) DSL line rate: 1131 Kbps upstream, 9211 Kbps downstream

 

19:54:32, 18 May.( 82.360000) DSL noise margin: 6.10 dB upstream, 9.00 dB downstream
19:54:32, 18 May.( 81.740000) DSL line rate: 1120 Kbps upstream, 8223 Kbps downstream
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Distinguished Sage
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Message 9 of 23

Re: Various problems. Internet now hanging. Help!

That shows 5 resets since 19.54 yesterday are they all manual resets?


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middlep
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Message 10 of 23

Re: Various problems. Internet now hanging. Help!

Thanks. How do I change the the lease time from 1 day to 21 days?

 

The last "freeze" was this afternoon according my wife. I experienced it on my hudl & phone last night. Not sure if it's fully disconnecting, but it's like all the devices are paused and nothing loads.

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