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JohnWC
Beginner
1,409 Views
Message 1 of 12

BT Infinity 2 Packet loss at absurd levels

Tried contacting support twice, totally useless.

 

First time told me to reset my router....ok, already done that. Then they told me to take off Dual-band on the router. Ok, made not positive impact, in fact my connection seems worse, can barely load normal web pages.


The problem first began a few days ago, longer load times on websites, and stuttering in games to the point of unplayability.


Speed tests show a 30+ speed, which is the best you can get in my area, so thats fine. But problems persist.


I've run tracerts and pathpings and identified a massive packet loss issue on servers with IP addresses 213.120.155.158, 213.120.155.142 which are BT servers.

 

 

For example, a tracert to an EU Blizard game server:

 

Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-OB050RS.home [192.168.1.78]
0/ 100 = 0% |
1 344ms 0/ 100 = 0% 0/ 100 = 0% BThomehub.home [192.168.1.254]
0/ 100 = 0% |
2 339ms 0/ 100 = 0% 0/ 100 = 0% 213.120.155.224
0/ 100 = 0% |
3 --- 100/ 100 =100% 100/ 100 =100% 213.120.155.142
0/ 100 = 0% |
4 305ms 0/ 100 = 0% 0/ 100 = 0% 217.41.216.226
0/ 100 = 0% |
5 319ms 0/ 100 = 0% 0/ 100 = 0% 31.55.164.221
1/ 100 = 1% |
6 317ms 1/ 100 = 1% 0/ 100 = 0% 31.55.164.109
0/ 100 = 0% |
7 319ms 2/ 100 = 2% 1/ 100 = 1% 109.159.248.195
0/ 100 = 0% |
8 289ms 2/ 100 = 2% 1/ 100 = 1% core2-te0-15-0-17.ealing.ukcore.bt.net [109.159.248.164]
0/ 100 = 0% |
9 313ms 2/ 100 = 2% 1/ 100 = 1% core4-te0-9-0-1.faraday.ukcore.bt.net [213.121.193.71]
0/ 100 = 0% |
10 307ms 3/ 100 = 3% 2/ 100 = 2% peer1-hu0-9-0-0.slough.ukcore.bt.net [62.172.103.139]
0/ 100 = 0% |
11 313ms 3/ 100 = 3% 2/ 100 = 2% 195.66.226.234
0/ 100 = 0% |
12 324ms 1/ 100 = 1% 0/ 100 = 0% 37.244.11.33

 

But every time I speak to BT support, they keep asking me to change my settings, usually making things work worse, but doing nothign to address my issues.



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11 REPLIES 11
Liam_
Recognised Expert
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Message 2 of 12

Re: BT Infinity 2 Packet loss at absurd levels

That's a very bad response time between your PC and the router, should be around 1ms.  I've never had a delay like that even with a faulty router.  Are you sure there's nothing on the PC interfering with networking?

You could try booting into safe mode with networking and test again, see if the results are the same.

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JohnWC
Beginner
1,384 Views
Message 3 of 12

Re: BT Infinity 2 Packet loss at absurd levels

Yeah, that was with the router settings BT told me to use....

 

Here is one with me changing it back to how it should be:

 


Tracing route to 185.60.112.158 over a maximum of 30 hops

0 DESKTOP-OB050RS.home [192.168.1.78]
1 BThomehub.home [192.168.1.254]
2 213.120.155.224
3 213.120.155.142
4 217.41.216.226
5 31.55.164.221
6 31.55.164.109
7 109.159.248.195
8 core2-te0-15-0-17.ealing.ukcore.bt.net [109.159.248.164]
9 host213-121-193-71.ukcore.bt.net [213.121.193.71]
10 peer1-hu0-9-0-0.slough.ukcore.bt.net [62.172.103.139]
11 195.66.226.234
12 37.244.11.33
13 * * *
Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-OB050RS.home [192.168.1.78]
0/ 100 = 0% |
1 40ms 0/ 100 = 0% 0/ 100 = 0% BThomehub.home [192.168.1.254]
0/ 100 = 0% |
2 41ms 0/ 100 = 0% 0/ 100 = 0% 213.120.155.224
0/ 100 = 0% |
3 --- 100/ 100 =100% 100/ 100 =100% 213.120.155.142
0/ 100 = 0% |
4 38ms 0/ 100 = 0% 0/ 100 = 0% 217.41.216.226
0/ 100 = 0% |
5 40ms 0/ 100 = 0% 0/ 100 = 0% 31.55.164.221
0/ 100 = 0% |
6 32ms 0/ 100 = 0% 0/ 100 = 0% 31.55.164.109
0/ 100 = 0% |
7 47ms 0/ 100 = 0% 0/ 100 = 0% 109.159.248.195
0/ 100 = 0% |
8 44ms 0/ 100 = 0% 0/ 100 = 0% core2-te0-15-0-17.ealing.ukcore.bt.net [109.159.248.164]
0/ 100 = 0% |
9 47ms 0/ 100 = 0% 0/ 100 = 0% host213-121-193-71.ukcore.bt.net [213.121.193.71]
0/ 100 = 0% |
10 34ms 0/ 100 = 0% 0/ 100 = 0% peer1-hu0-9-0-0.slough.ukcore.bt.net [62.172.103.139]
0/ 100 = 0% |
11 51ms 0/ 100 = 0% 0/ 100 = 0% 195.66.226.234
1/ 100 = 1% |
12 59ms 1/ 100 = 1% 0/ 100 = 0% 37.244.11.33

Trace complete.

 

Same BT server.

 

I tried calling them direct on the phone.....had 2 customer services people put me on hold to "run tests" then just hang up......

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Liam_
Recognised Expert
1,374 Views
Message 4 of 12

Re: BT Infinity 2 Packet loss at absurd levels

The packet loss only happens once you hit the London Internet Exchange which is outside the BT network.  Ping times are a little high, perhaps congestion on the route you have at the moment?

For comparison a trace from here:

Tracing route to 37.244.11.33 over a maximum of 30 hops

 

  1    <1 ms    <1 ms    <1 ms  192.168.0.1

  2     5 ms     5 ms     5 ms  217.32.142.99

  3     5 ms     5 ms     5 ms  217.32.142.126

  4    11 ms    11 ms    11 ms  212.140.206.2

  5    11 ms    11 ms    11 ms  31.55.165.65

  6    11 ms    11 ms    11 ms  31.55.165.107

  7    29 ms    11 ms    10 ms  acc1-10GigE-1-3-0.mr.21cn-ipp.bt.net [109.159.25

0.86]

  8    19 ms    19 ms    19 ms  core1-te0-13-0-15.ealing.ukcore.bt.net [109.159.

250.34]

  9    18 ms    18 ms    18 ms  host213-121-193-31.ukcore.bt.net [213.121.193.31

]

 10    19 ms    19 ms    18 ms  peer1-hu0-19-0-4.slough.ukcore.bt.net [62.172.10

3.135]

 11    20 ms    19 ms    20 ms  195.66.226.234

 12    20 ms    19 ms    19 ms  37.244.11.33

 

As you can see a slightly different route.   Just tested with a duff Belkin router whose GUI response is abysmal and the ping to it, wired, was 5ms.  So your LAN is still a little slow.  Presumably you are using a wired connection for gaming?

Don't suppose you have a good thirdparty router to compare.

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pippincp
Distinguished Sage
1,362 Views
Message 5 of 12

Re: BT Infinity 2 Packet loss at absurd levels

Hop 3 which you keep highlighting is not dropping packets. It is merely a router configured not to respond to ping requests. This is totally normal.

 

Both tracerts you have provided show 1% packet loss at the destination server.

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JohnWC
Beginner
1,355 Views
Message 6 of 12

Re: BT Infinity 2 Packet loss at absurd levels

Its a wireless connection. So it will be a bit higher ms.

 

 

ok, its not that server, although I struggle to accept that, as I have other pathpings to it and similar ones in teh same location with sub 100% loss, albeit in the 80%+ range. If its not configured to respond to that, why would up to 20% responses be sent?

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Liam_
Recognised Expert
1,347 Views
Message 7 of 12

Re: BT Infinity 2 Packet loss at absurd levels

213.120.155.142 responds fine to ping, so something else is going on.  213.120.155.224 gives exact same response as below.

 

C:\Users\Administrator>ping 213.120.155.142

 

Pinging 213.120.155.142 with 32 bytes of data:

Reply from 213.120.155.142: bytes=32 time=14ms TTL=245

Reply from 213.120.155.142: bytes=32 time=14ms TTL=245

Reply from 213.120.155.142: bytes=32 time=14ms TTL=245

Reply from 213.120.155.142: bytes=32 time=14ms TTL=245

 

Ping statistics for 213.120.155.142:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 14ms, Maximum = 14ms, Average = 14ms

 

Perhaps wireless interference?

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pippincp
Distinguished Sage
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Message 8 of 12

Re: BT Infinity 2 Packet loss at absurd levels

A lot of people do not know how to read tracerts, they see 100% packet loss on a pathway router and all of a sudden they are suffering packet loss.

 

Most routers in the route to the destionation server will be configured to treat ping requests as low priority and do thier main job of passing packets onwards, some may be configured not to respond at all.

 

You should read a tracert backwards, start at the destination server. Did the destination recieve all 100 packets? If yes then no packet loss. If no then check the previous hop. did it recieve 100 packets? etc.

 

Your issue would appear to be a wireless one.

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Liam_
Recognised Expert
1,294 Views
Message 9 of 12

Re: BT Infinity 2 Packet loss at absurd levels

@JohnWC

 

It would seem your issue is wireless related, below is the ping result taken today at 12:18.  Done wirelessly from my son's PC, the one farthest from the router.

 

ping 37.244.11.33

 

C:\Users\martyn>ping 37.244.11.33

 

Pinging 37.244.11.33 with 32 bytes of data:

Reply from 37.244.11.33: bytes=32 time=21ms TTL=244

Reply from 37.244.11.33: bytes=32 time=20ms TTL=244

Reply from 37.244.11.33: bytes=32 time=21ms TTL=244

Reply from 37.244.11.33: bytes=32 time=21ms TTL=244

 

Ping statistics for 37.244.11.33:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 20ms, Maximum = 21ms, Average = 20ms

 

Could be interference from neighbours routers or some electrical appliance in your home or even the wall(s) between your PC and the router.  PC wireless driver may also want updated if newer available.

Router here uses internal aerials just like the Hubs.

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JohnWC
Beginner
1,271 Views
Message 10 of 12

Re: BT Infinity 2 Packet loss at absurd levels

thanks for the response, dont worry about it. Leaving BT.


Whatever the issue, I've had 4 of their customer services people hang up whilst I was on hold waiting for tests. I give up with BT.

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