BT Infinity issues for the last few days

[ratty9000]

+1 from Clackmannanshire.

Speed tests, ping tests are fine.

DNS is fine (either BT or Google).

HH5 has been restarted a few times.

Established connections work fine, it's connection setup which periodically goes slow and/or fails. Web pages may sit there blank, then pop on an F5 refresh or even spontanteously after Chrome throws an error page.

The problem manifests on random webpages and intermittently on Sonos streaming connections. Internal logs in the Sonos Players report server inaccessible or connection lost during initial handshake. On Windows connections stall in SYN_SENT. The odd thing is that a burst of connections succeed before SYNs are then apparently being dropped on the floor somewhere.

It does feel like a router issue deep in the bowels of the BT network.

[DaveNI1979]

Ive been having issues on ps4 last few days and had put it down to the recent attempt by lizard squad at ddos sony but glad I checked here. Ive just done ping tests to bbc.co.uk and google etc and they all fail. Request timed out everytime. 

I can connect to psn just get timed out messages when I try go into youtube app or in fifa it wont connect me to ea servers. And when it does I get random disconnects makes it pointless even to try playing. 

[ianm1309]

Similar problems in Wirral.

Not sure if DNS related as I'm not prepared to go round all my devces and set up alternate DNS servers. Of course, if the HH5 was any decent kind of router, I could set it in there in one place...

Anyway, symptoms in the last couple of days include:

- intermittent failure to load web pages

- intermittent failure to connect to email servers via Outlook

- unable to connect and update Malwarebytes database

- failure of transaction validation in online shopping website

So there's definitely something going on out in BT-land. If they are aware of a problem it would be nice if they just said so. It would keep people from ringing the help lines too.

Will see what happens over the next few days.

[DaveNI1979]

Also would like to add the connection issues are intermittent for me. Connection can seem normal one second then get dropped packets the second time I try to do a pingtest. I hope this is fixed soon it has been driving me nuts. 

[ZooBurner]

Exactly the same problem here on both BT HH3 and TP Link router, I do wish BT would stop lying about this and resolve the issue.  Next step facebook campaign.

[sozmarra]

Having the same issues here, on the Washington exchange (North East). Infinity 2 with the HH5 and seperate OpenReach modem. 

The fact the issue appears so common, so widespread, and manifesting only in the past few days means the issue is almost certainly not user-side. For me, connection speed itself is fine. Downloading and streaming appear to be unaffected when they're set away, but browsing to webpages sometimes takes an age. Certain websites such as Bet365 are simply unusable on mobile devices as they require quite a frequent refresh rate. 

Just navigating to this forum and signing up was difficult due to the slow loading, so forgive me for not browsing the whole 10 pages, but have we heard any official word from BT regarding this issue? 

[anndymcl]

Problems here too (Derbyshire)

Just spent an hour on livechat but they couldn't see a problem anywhere.

Despite me assuring them that the speed was fine but the connection was intermittent, they sent me an email telling me how to optimise my speed.

The chat window disconnected literally dozens of times whiel I was talking to the advisor.

[DaveNI1979]

here are some of my tracerts 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Dave>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.71] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 212.58.244.71:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\Dave>ping www.google.co.uk

Pinging www.google.co.uk [173.194.78.94] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 173.194.78.94:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\Dave>ping www.google.co.uk

Pinging www.google.co.uk [74.125.230.119] with 32 bytes of data:
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55

Ping statistics for 74.125.230.119:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 31ms, Average = 31ms

C:\Users\Dave>ping www.google.co.uk

Pinging www.google.co.uk [74.125.230.119] with 32 bytes of data:
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55
Reply from 74.125.230.119: bytes=32 time=31ms TTL=55

Ping statistics for 74.125.230.119:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 31ms, Average = 31ms

C:\Users\Dave>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.67] with 32 bytes of data:
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53

Ping statistics for 212.58.244.67:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 31ms, Average = 31ms

C:\Users\Dave>ping www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.67] with 32 bytes of data:
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53
Reply from 212.58.244.67: bytes=32 time=39ms TTL=53
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53
Reply from 212.58.244.67: bytes=32 time=31ms TTL=53

Ping statistics for 212.58.244.67:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 39ms, Average = 33ms

C:\Users\Dave>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.246.95]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 * * 31 ms 31.55.185.197
4 33 ms 33 ms 33 ms 31.55.185.232
5 38 ms 39 ms 39 ms 195.99.127.60
6 33 ms 33 ms 33 ms 194.72.31.143
7 33 ms 33 ms 33 ms 194.74.65.42
8 * * * Request timed out.
9 34 ms 34 ms 33 ms ae0.er02.cwwtf.bbc.co.uk [132.185.254.90]
10 35 ms 36 ms 43 ms 132.185.255.165
11 35 ms 35 ms 35 ms bbc-vip016.cwwtf.bbc.co.uk [212.58.246.95]

Trace complete.

C:\Users\Dave>tracert easo.ea.com

Tracing route to easo.ea.com [159.153.234.54]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 * * * Request timed out.
4 31 ms 31 ms 30 ms 31.55.185.192
5 34 ms 32 ms 33 ms 195.99.127.36
6 32 ms 32 ms 32 ms host213-121-193-97.ukcore.bt.net [213.121.193.97
]
7 34 ms 33 ms 34 ms 195.66.224.31
8 34 ms 34 ms 36 ms unknown.prolexic.com [72.52.60.35]
9 * * * Request timed out.
10 110 ms 110 ms 110 ms unknown.prolexic.com [209.200.168.132]
11 114 ms 112 ms 113 ms 159.153.93.2
12 134 ms 111 ms 111 ms 159.153.225.30
13 * * * Request timed out.
14 115 ms 114 ms 114 ms easo.ea.com [159.153.234.54]

Trace complete.

C:\Users\Dave>tracert easo.ea.com

Tracing route to easo.ea.com [159.153.234.54]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 * * * Request timed out.
4 30 ms 30 ms 30 ms 31.55.185.192
5 32 ms 33 ms 32 ms 195.99.127.36
6 32 ms 34 ms 32 ms host213-121-193-97.ukcore.bt.net [213.121.193.97
]
7 33 ms 32 ms 33 ms blackhole.prolexic.com [195.66.224.31]
8 34 ms 33 ms 34 ms unknown.prolexic.com [72.52.60.35]
9 * * * Request timed out.
10 124 ms 110 ms 113 ms unknown.prolexic.com [209.200.168.132]
11 115 ms 111 ms 111 ms 159.153.93.2
12 112 ms 112 ms 112 ms 159.153.225.30
13 * * * Request timed out.
14 115 ms 114 ms 114 ms easo.ea.com [159.153.234.54]

Trace complete.

C:\Users\Dave>tracert www.google.co.uk

Tracing route to www.google.co.uk [31.55.184.248]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 * * 30 ms 31.55.185.193
4 30 ms 31 ms 30 ms 31.55.185.192
5 31 ms 31 ms 33 ms 31.55.184.165
6 30 ms 29 ms 30 ms 31.55.184.248

Trace complete.

C:\Users\Dave>tracert www.google.com

Tracing route to www.google.com [74.125.71.99]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 * * 30 ms 31.55.185.197
4 33 ms 32 ms 32 ms 31.55.185.216
5 33 ms 34 ms 34 ms 195.99.127.36
6 33 ms 32 ms 32 ms peer3-te0-1-0-14.telehouse.ukcore.bt.net [213.12
1.193.101]
7 34 ms 37 ms 33 ms 109.159.253.67
8 32 ms 32 ms 38 ms 209.85.244.184
9 * * * Request timed out.
10 * * * Request timed out.
11 38 ms 39 ms 38 ms 216.239.51.119
12 * * * Request timed out.
13 39 ms 39 ms 39 ms 74.125.71.99

Trace complete.

C:\Users\Dave>

I do quite a few tracerts in the past and this is first time ive ever seen this prolexic when trace routing ea servers.

[mysterio75]

***SAME PROBLEMS HERE - CASTLEFORD, WEST YORKSHIRE***

Similar symptoms to everyone else, web pages slow/not responding. Online games apps dropping connections. Was blaming my iPad at first!

Speedtest/pingtest ok.

Tried 2 separate router solutions. On the old router (open reach modem and asus router) the problem is far more pronounced. Using a HH5 its still bad.

I think the problem will turn out to be a routing issue at BT's side. I work in IT and absolutely 1000% this is a BT network problem. It's not a problem connecting to the exchange, the problem exists within BT's infrastructure.

I'd say this problem has been ongoing for nearly 3 weeks and shows no sign of letting up, even when trying to use alternative DNS servers.

Clearly when people use a VPN they are essentially bypassing BT's routing and thus have no problems.

I called to disconnect last night, and unsurprisingly the advisors know nothing of the fault (or claimed not to). I'm ringing again and I'm going to plusnet.

Incidentally, this problem started when BT put rules in place to stop us connecting to trackers from torrentday. They clearly don't know how to implement a working solution for this.

Suggest we contact Watchdog or equivalent. This is disgusting. Again. (See my "packet loss" thread earlier in the year, I had massive problems on something else until I said I was going to write to the CEO)

I would estimate hundreds of thousands of users are affected, it's just your average old dear has no idea there is a problem and blames their computer.......

[Obiwanw]

Yes the call centre is worse than useless. Speed is fine but web page loading is very intermittent.