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LeighRogers
Beginner
1,175 Views
Message 1 of 15

Infinity DNS problems? Unable to use. Customer service useless!

Morning all,

I'm hoping you can help me!

 

For nearly a week now, my BT infinity has been playing up terribly. More specifically:
Some websites operate normally - and very quickly IE, Yahoo.com, e**y

Some websites operate very slowly - IE BT.com and this forum

Some websites simply fail to load - IE Facebook, justhost control panel, PayPal

 

 

All devices are affected including iPhones, iPads, PC's, Laptop's, Xbox's - regardless of whether they are wired or wireless.

I have:

  • Reset all internal network devices countless times.
  • Specified 8.8.8.8 (Google DNS) servers in network settings and router configurations
  • Completed trace routes to affected websites (below) - which clearly show faults with the BT network
  • Completed NsLookups to affected websites – which all work perfectly
  • Interestingly, NsLookups always work, and sometimes, but not always, it will allow me to browse to the ‘unavailable’ website via IP address.
  • Installed and tried using the BT Desktop Help application - that clearly tries to access online information and therefore fails to load.
  • Completed the BT speed test - which reports 65Mb download and 16.2Mb upload.

 I have tried calling BT customer services countless times, but the automated prompts wont allow you to speak to anyone unless you enter a BT telephone number that has broadband linked to it. I do not have a landline with BT - just BT infinity broadband, which means it won't let me progress and there is no option just to talk to someone! I've tried lots of different keypad options...

 

Yesterday, I called 800 800 150, and managed to get to speak to someone whose English skills weren't great, took lots of information before telling me he'd have to transfer me. When I eventually got through to someone else, I struggled to talk with them because they also lacked English speaking skills (and kept adding the phrase "isn't it" onto the end of most sentences). This person also insisted that I MUST have a BT landline (I definitely don’t!!). To be honest, after 40minutes I hung up because I was so frustrated.

 

Weirdly. The tracert below fails to e**y.com - which I can access and browse, but succeeds to Paypal.com that I can't!

 

Note: Although the first 5\6 hops on both tracert's show good response times, it actually takes a long time to perform the tracert on these hops. Ie 7/8 seconds per hop compared to 1second per hop normally.

 

Hoping someone can help! Thank you

 

 

C:\>tracert e**y.com

Tracing route to e**y.com [66.211.160.88]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.150.1
  2     4 ms     3 ms     3 ms  213.120.155.231
  3     4 ms     4 ms     4 ms  213.120.155.158
  4     5 ms     5 ms     5 ms  213.120.161.106
  5     5 ms     5 ms     5 ms  31.55.164.233
  6     5 ms     5 ms     5 ms  31.55.164.109
  7     4 ms     4 ms     5 ms  acc2-10GigE-0-2-0-5.bm.21cn-ipp.bt.net [109.159.
248.234]
  8    13 ms    14 ms    15 ms  core2-te0-3-0-14.ealing.ukcore.bt.net [109.159.2
48.154]
  9     8 ms     8 ms     8 ms  transit1-xe2-1-0.ealing.ukcore.bt.net [62.6.200.
166]
 10     9 ms     8 ms     8 ms  t2c3-xe-10-3-0.uk-eal.eu.bt.net [166.49.168.13]

 11     8 ms     8 ms     9 ms  t2c1-ge11-0-0.uk-eal.eu.bt.net [166.49.237.21]
 12    98 ms    97 ms    97 ms  t2c1-p5-0-0.us-ash.eu.bt.net [166.49.164.65]
 13    92 ms    90 ms    90 ms  166-49-151-130.eu.bt.net [166.49.151.130]
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\>tracert www.paypal.com

Tracing route to e6166.b.akamaiedge.net [23.52.178.234]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.150.1
  2     4 ms     3 ms     4 ms  213.120.155.231
  3     4 ms     4 ms     4 ms  213.120.155.158
  4     5 ms     5 ms     5 ms  217.41.216.146
  5     5 ms     5 ms     4 ms  31.55.164.233
  6     5 ms     4 ms     5 ms  31.55.164.109
  7     5 ms     4 ms     5 ms  acc2-10GigE-0-5-0-4.bm.21cn-ipp.bt.net [109.159.
248.224]
  8    10 ms    15 ms    14 ms  core2-te0-3-0-15.ealing.ukcore.bt.net [109.159.2
48.158]
  9     8 ms     8 ms     8 ms  core2-pos5-0-0.telehouse.ukcore.bt.net [194.74.6
5.126]
 10     9 ms     8 ms     8 ms  166-49-214-153.eu.bt.net [166.49.214.153]
 11     9 ms     9 ms     9 ms  ldn-b5-link.telia.net [213.248.77.241]
 12     8 ms    11 ms     9 ms  ldn-bb2-link.telia.net [80.91.246.114]
 13     9 ms     9 ms     9 ms  ldn-b3-link.telia.net [80.91.247.27]
 14     9 ms     9 ms     9 ms  a23-52-178-234.deploy.akamaitechnologies.com [23
.52.178.234]

Trace complete.

 

 

 

 

 

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14 REPLIES 14
Guru
1,170 Views
Message 2 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!

Your issue sounds very like the HTTPs problems that people have, visit this thread here and do some reading.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
Ratty2012
Recognised Expert
1,166 Views
Message 3 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!

You can't have BT Infinity without a BT phone line. Do you have an FTTC connection or an FTTP one?

 

The e**y tracert looks alright, don't forget that e**y.com is the US website, e**y.co.uk is the one for England, the same goes for paypal, it's paypal.co.uk

0 Ratings
Distinguished Guru
1,159 Views
Message 4 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!

I don't think the traceroutes show any problem.

 

The router supplied by BT doesn't allow you to change DNS servers so I assume you are using a different router. Does everything work ok with the BT supplied router?

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Guru
1,154 Views
Message 5 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!


@ray_dorset wrote:

I don't think the traceroutes show any problem.

 

The router supplied by BT doesn't allow you to change DNS servers so I assume you are using a different router. Does everything work ok with the BT supplied router?


Correct, though you can change the DNS server on the device for that specific device only though.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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LeighRogers
Beginner
1,150 Views
Message 6 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!

Somewhat embarrassingly. I'm an idiot..
Having checked my original order - I do have a BT phone number, I just don't have a phone to plug into it (My BT Homehub never arrived, but that's a different story)..

I don't know whether I have FTTC or FTTP. How would I tell the difference?
0 Ratings
Guru
1,147 Views
Message 7 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!


@LeighRogers wrote:
Somewhat embarrassingly. I'm an idiot..
Having checked my original order - I do have a BT phone number, I just don't have a phone to plug into it (My BT Homehub never arrived, but that's a different story)..

I don't know whether I have FTTC or FTTP. How would I tell the difference?

FTTP is Fibre to the Premises/Home, they will install fibre optics in to your house. They will dig ducting so you would know if you had FTTP, I would assume you have FTTC.

 

FTTC is Infinity Option 1 and 2 40/10 and 80/20.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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Ratty2012
Recognised Expert
1,146 Views
Message 8 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!


@LeighRogers wrote:
Somewhat embarrassingly. I'm an idiot..
Having checked my original order - I do have a BT phone number, I just don't have a phone to plug into it (My BT Homehub never arrived, but that's a different story)..

I don't know whether I have FTTC or FTTP. How would I tell the difference?

Don't worry, I've just checked your previous posts, and you say that you are on Infinity 2, which is FTTC. You could always contact BT and get them to send you a HomeHub.

LeighRogers
Beginner
1,138 Views
Message 9 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!

To be honest, I don't want to use a HH because I often use OpenVPN, QoS and other features that the HH doesn't have, which is why I haven't bothered chasing it previously.

I'm not convinced it would solve the problem anyway. Do you think so?
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Ratty2012
Recognised Expert
1,129 Views
Message 10 of 15

Re: Infinity DNS problems? Unable to use. Customer service useless!


@LeighRogers wrote:
To be honest, I don't want to use a HH because I often use OpenVPN, QoS and other features that the HH doesn't have, which is why I haven't bothered chasing it previously.

I'm not convinced it would solve the problem anyway. Do you think so?

I don't think it will make any difference, but it would be a good idea getting one anyway, just to test your current router and to have a backup just in case anything does go wrong with your current router.

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