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sgt_bilko
Contributor
1,345 Views
Message 1 of 10

Frequent but random DNS issues

I have been experiencing frequent but random DNS issues that have been affecting my access to websites and above all email. The problem is that it comes and goes without any intervention on my part but when it becomes really bad I have found that changing the DNS server in the network settings tends to fix things immediately for a while until it starts up again a day or two later. Obviously this shouldn't be necessary and it's been happening now for several weeks. 

 

At first I had problems with BT DNS and after hitting my head against a brick wall for a week or so was amazed that the problem cleared up as soon as I put in the Google DNS. Then yesterday I was having major hassles and I remembered the DNS trick so I tried Open DNS with no improvement but tried BT again and everything was immediately OK. Most of the time I've just been struggling along and waiting for things to improve. 

 

In an effort to try and troubleshoot the email issues I contacted my webhost and ran a trace route which show *** hops immediately after listing the BT HomeHub rather than a clear path of progression that my webhost says may be related to an ICMP protocol block in the router but I'm still seeing this even if I temporarily disable the firewall on my homehub and computer. 

 

I have spoken with various BT support staff and they clearly just don't understand the issues. I am sick of resetting the router and calling BT just to go through the same steps. On one call the support guy felt it was likely to be an issue with my router so I asked about them sending me a replacement and they won't do it.

 

After two years of headaches with non functioning YouView I've just about had it with BT. Does anybody have any suggestions how to fix these problems? 

 

 

 

 

 

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9 REPLIES 9
Gazza02
Aspiring Contributor
1,337 Views
Message 2 of 10

Re: Frequent but random DNS issues

Sounds like the same issues that me and most people in this thread are still suffering from https://community.bt.com/t5/BT-Infinity-Speed-Connection/BT-Infinity-issues-for-the-last-few-days/td...     

 

Right now PaddyB is suppose to be getting the tech team to look into the issue

 

 

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sgt_bilko
Contributor
1,320 Views
Message 3 of 10

Re: Frequent but random DNS issues

Yes I'm inclined to agree having looked at that thread now. I have an older Home Hub 3 and speaking to support earlier this evening I was told they have never heard of a problem like this before.

 

I've spent hours and hours struggling with this nonsense and trying to troubleshoot when I could have been working more productively but it sounds like I'm not alone. 

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sgt_bilko
Contributor
1,267 Views
Message 4 of 10

Re: Frequent but random DNS issues

I managed to get this to go away for about a day by changing the DNS servers but now the problem is back.

I contacted BT via Twitter and they asked me to email them but the only other communication I've had from them is a request to renew my line rental for another 12 months. That will have to wait... 

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sgt_bilko
Contributor
1,234 Views
Message 5 of 10

Re: Frequent but random DNS issues

This is what a traceroute looks like when trying to connect to BT.com

 

Traceroute has started…

 

traceroute to www.bt.com (193.113.9.162), 64 hops max, 72 byte packets

 1  bthomehub.home (192.168.1.254)  1.501 ms  1.049 ms  0.934 ms

 2  * * *

 3  * * *

 4  217.41.217.13 (217.41.217.13)  21.465 ms  19.531 ms  20.967 ms

 5  host109-159-245-2.range109-159.btcentralplus.com (109.159.245.2)  22.287 ms  22.830 ms  22.663 ms

 6  31.55.164.177 (31.55.164.177)  20.768 ms  20.926 ms  20.712 ms

 7  31.55.164.107 (31.55.164.107)  21.666 ms  21.210 ms  21.068 ms

 8  109.159.248.93 (109.159.248.93)  22.297 ms  22.197 ms  21.800 ms

 9  109.159.248.180 (109.159.248.180)  28.189 ms

    109.159.252.202 (109.159.252.202)  26.659 ms

    core1-te0-10-0-7.ilford.ukcore.bt.net (109.159.248.144)  26.981 ms

10  core1-pos1-0.birmingham.ukcore.bt.net (62.172.103.81)  31.349 ms  31.834 ms

    core2-pos1-1.birmingham.ukcore.bt.net (62.172.103.93)  29.987 ms

11  iar1-gig5-4.birmingham.ukcore.bt.net (62.6.196.94)  48.045 ms

    iar1-gig5-5.birmingham.ukcore.bt.net (62.6.196.98)  33.903 ms

    iar1-gig5-4.birmingham.ukcore.bt.net (62.6.196.94)  30.034 ms

12  62.172.57.218 (62.172.57.218)  31.126 ms  28.949 ms  29.447 ms

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ray_dorset
Distinguished Guru
1,226 Views
Message 6 of 10

Re: Frequent but random DNS issues

Sorry the tracert is irrelevant as www.bt.com doesn't respond to ping

 


C:\>ping www.bt.com

Pinging www.bt.com [193.113.9.162] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 193.113.9.162:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\>

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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sgt_bilko
Contributor
1,220 Views
Message 7 of 10

Re: Frequent but random DNS issues

Not exactly a clean route trying to reach the BBC 

 

Traceroute has started…

 

traceroute: Warning: www.bbc.co.uk has multiple addresses; using 212.58.246.90

traceroute to www.bbc.net.uk (212.58.246.90), 64 hops max, 72 byte packets

 1  bthomehub.home (192.168.1.254)  1.483 ms  1.082 ms  0.938 ms

 2  * * *

 3  * * *

 4  217.41.217.13 (217.41.217.13)  22.308 ms  20.347 ms  19.469 ms

 5  host109-159-245-2.range109-159.btcentralplus.com (109.159.245.2)  22.543 ms  22.434 ms  22.623 ms

 6  31.55.164.177 (31.55.164.177)  20.999 ms  20.920 ms  20.420 ms

 7  31.55.164.107 (31.55.164.107)  21.393 ms  22.218 ms  20.769 ms

 8  109.159.248.75 (109.159.248.75)  23.601 ms  21.194 ms  22.388 ms

 9  109.159.248.178 (109.159.248.178)  23.925 ms

    core1-te-0-13-0-4.ilford.ukcore.bt.net (109.159.248.136)  28.225 ms

    core2-te0-15-0-15.ilford.ukcore.bt.net (109.159.248.36)  28.710 ms

10  peer2-xe-4-2-0.telehouse.ukcore.bt.net (109.159.252.49)  26.596 ms

    109.159.252.65 (109.159.252.65)  25.264 ms

    peer2-xe4-1-1.telehouse.ukcore.bt.net (109.159.252.37)  33.022 ms

11  194.74.65.42 (194.74.65.42)  26.819 ms  27.327 ms  28.485 ms

12  * * *

13  ae0.er02.cwwtf.bbc.co.uk (132.185.254.90)  29.870 ms  27.430 ms  27.571 ms

14  * * 132.185.255.165 (132.185.255.165)  31.943 ms

15  bbc-vip011.cwwtf.bbc.co.uk (212.58.246.90)  26.968 ms  28.497 ms  26.635 ms

 

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ray_dorset
Distinguished Guru
1,216 Views
Message 8 of 10

Re: Frequent but random DNS issues

You can't expect all the hops to respond to ping as it's a low priority function if they are configured to at all.

The hops are often busy doing something else - routing for example
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
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het_uk
Aspiring Expert
1,200 Views
Message 9 of 10

Re: Frequent but random DNS issues

Traceroute has nothing to do with DNS and won't really help unless there's a routing issue which is causing your PC to not be able to reach a DNS server.  You're better off using ping to see if you can ping your DNS server by IP, and/or the host you're having problems reaching.

 

If you're experiencing a complete DNS failure you won't be able to run a traceroute to a hostname unless the hostname is already cached on your PC.  If some hostnames are resolvable while others aren't that means you don't have an issue getting to your DNS server.

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sgt_bilko
Contributor
1,152 Views
Message 10 of 10

Re: Frequent but random DNS issues

I have seen a huge improvement in speed and stability since BT finally sent me a HomeHub 5 router, which I am now using instead of the old HomeHub 3.

There have been a few brief periods of a couple minutes when I had difficulty connecting to email but I haven't had to change the DNS once and there has been a big improvement in general speed as well. The day before the new router arrived I was having to change my DNS servers every ten minutes otherwise the connection became completely unusable.

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