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kebian
Aspiring Contributor
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Message 1 of 25

97% Packet Loss Since This Morning

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Hi,

 

About 10am this morning my connection suddenly became unusable and I'm getting 99% packet loss.  Very occasionally I can get a ping reply back from a device on the Internet.  Technically the router is connected and the blue ambient light is on, but obviously this is unusable and I have very spotty mobile data here so I'm also struggling to even use these forums.

 

I've tried the obvious - The HomeHub 5 has been reset, turned off and on, all switches have been power cycled and I've tried the fault diagnosis tool at BT, but since the blue light is on then they consider it to be working.  All cables are still plugged in.

 

I really can't see it being a problem here - I'm quite a techy guy.  My computers can ping the router ok - everything on the internal network looks like it's in top-shape.

 

I'm connecting from Bishopthorpe, York.

 

Any ideas?

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Distinguished Sage
Distinguished Sage
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Message 2 of 25

Re: 97% Packet Loss Since This Morning

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any problems shown  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/

 

 

can you post the stats from your router - troubleshooting/helpdesk



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kebian
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Message 3 of 25

Re: 97% Packet Loss Since This Morning

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Thanks.  I use the Dringhouses exchange and can't see any problems reported.

 

Router stats are below

 

Spoiler
1. Product name: BT Home Hub
2. Serial number: +068343+NQ43457531
3. Firmware version: Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 07/07/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:07:54
6. Data rate: 17977 / 61764
7. Maximum data rate: 18004 / 61849
8. Noise margin: 6.0 / 6.6
9. Line attenuation: 18.3 / 17.1
10. Signal attenuation: 18.2 / 17.1
11. Data sent/received: 29.5 MB / 22.7 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
14. 2.4 GHz Wireless network/SSID: BTHub5-FPF5
15. 2.4 GHz Wireless connections: Disabled
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: BTHub5-FPF5
19. 5 GHz Wireless connections: Disabled
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: c8:91:f9:66:1c:dc
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

 

 

Additionally I have performed a traceroute from a server at Linode to the HomeHub

 

Spoiler

root@hub:~# traceroute 86.178.220.232

traceroute to 86.178.220.232 (86.178.220.232), 30 hops max, 60 byte packets

1  router2-nac.linode.com (207.99.1.14)  0.663 ms  0.690 ms  1.073 ms

2  207.99.53.45 (207.99.53.45)  10.911 ms  10.905 ms  10.939 ms

3  0.e1-1.tbr2.tl9.nac.net (209.123.10.78)  1.305 ms  10.207 ms  1.312 ms

4  0.e2-2.pr2.tl9.nac.net (209.123.11.146)  7.308 ms  7.436 ms  7.589 ms

5  linx1.ukcore.bt.net (195.66.224.10)  81.306 ms  81.339 ms  81.322 ms

6  195.99.127.18 (195.99.127.18)  82.578 ms  82.463 ms  82.384 ms

7  195.99.127.151 (195.99.127.151)  82.360 ms  82.341 ms 195.99.127.129 (195.99.127.129)  82.584 ms

8  * * *

9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

15  * * *

16  * * *

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18  * * *

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22  * * *

23  * * *

24  * * *

25  * * *

26  * * *

27  * * *

28  * * *

29  * * *

30  * * *

root@hub:~#

 

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kebian
Aspiring Contributor
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Message 4 of 25

Re: 97% Packet Loss Since This Morning

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And here are my router logs from the time of the incident, although I'd not sure if it was my action of telling it to reconnect that triggered them.

Spoiler
10:16:43, 28 Sep. (348564.160000) CWMP: session closed due to error: Could not resolve host
10:16:28, 28 Sep. (348549.120000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:16:28, 28 Sep. (348549.110000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:15:56, 28 Sep. (348517.490000) CWMP: session closed due to error: Could not resolve host
10:15:36, 28 Sep. (348497.500000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:15:36, 28 Sep. (348497.490000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:15:34, 28 Sep. (348495.270000) WAN operating mode is VDSL
10:15:34, 28 Sep. (348495.270000) Last WAN operating mode was VDSL
10:15:32, 28 Sep. (348493.670000) PPP IPCP Receive Configuration ACK
10:15:32, 28 Sep. (348493.670000) PPP IPCP Send Configuration Request
10:15:32, 28 Sep. (348493.660000) PPP IPCP Receive Configuration NAK
10:15:32, 28 Sep. (348493.650000) PPP IPCP Send Configuration ACK
10:15:32, 28 Sep. (348493.650000) PPP IPCP Receive Configuration Request
10:15:32, 28 Sep. (348493.650000) PPP IPCP Send Configuration Request
10:15:31, 28 Sep. (348492.240000) PPPoE is up -​ Down Rate=61370000Kbps, Up Rate=17887000Kbps; SNR Margin Down=6.4dB, Up=6.1dB
10:15:31, 28 Sep. (348492.220000) CHAP authentication successful
10:15:31, 28 Sep. (348492.070000) CHAP Receive Challenge
10:15:28, 28 Sep. (348489.270000) CHAP Receive Challenge
10:15:22, 28 Sep. (348483.150000) CHAP Receive Challenge
10:15:22, 28 Sep. (348483.150000) Starting CHAP authentication with peer
10:15:22, 28 Sep. (348483.150000) PPP LCP Receive Configuration ACK
10:15:22, 28 Sep. (348483.140000) PPP LCP Send Configuration Request
10:15:22, 28 Sep. (348483.140000) PPP LCP Receive Configuration Reject
10:15:22, 28 Sep. (348483.140000) PPP LCP Send Configuration ACK
10:15:22, 28 Sep. (348483.140000) PPP LCP Receive Configuration Request
10:15:22, 28 Sep. (348483.140000) PPP LCP Send Configuration Request
10:14:49, 28 Sep. (348450.200000) PPP LCP Send Termination Request [PPPoE PADT received]
10:14:46, 28 Sep. (348447.170000) CHAP Receive Challenge
10:14:43, 28 Sep. (348444.370000) CHAP Receive Challenge
10:14:40, 28 Sep. (348441.670000) CHAP Receive Challenge
10:14:37, 28 Sep. (348438.600000) CHAP Receive Challenge
10:14:34, 28 Sep. (348435.640000) CHAP Receive Challenge
10:14:31, 28 Sep. (348432.270000) CHAP Receive Challenge
10:14:28, 28 Sep. (348429.470000) CHAP Receive Challenge
10:14:25, 28 Sep. (348426.670000) CHAP Receive Challenge
10:14:22, 28 Sep. (348423.570000) CHAP Receive Challenge
10:14:19, 28 Sep. (348420.330000) CHAP Receive Challenge
10:14:19, 28 Sep. (348420.330000) Starting CHAP authentication with peer
10:14:19, 28 Sep. (348420.330000) PPP LCP Receive Configuration ACK
10:14:19, 28 Sep. (348420.330000) PPP LCP Send Configuration Request
10:14:19, 28 Sep. (348420.330000) PPP LCP Receive Configuration Reject
10:14:19, 28 Sep. (348420.330000) PPP LCP Send Configuration Request
10:14:19, 28 Sep. (348420.080000) PPP LCP Send Configuration ACK
10:14:19, 28 Sep. (348420.080000) PPP LCP Receive Configuration Request
10:14:16, 28 Sep. (348417.330000) PPP LCP Send Configuration Request
10:14:16, 28 Sep. (348417.070000) PPP LCP Send Configuration ACK
10:14:16, 28 Sep. (348417.070000) PPP LCP Receive Configuration Request
10:14:13, 28 Sep. (348414.330000) PPP LCP Send Configuration ACK
10:14:13, 28 Sep. (348414.330000) PPP LCP Receive Configuration Request
10:14:13, 28 Sep. (348414.330000) PPP LCP Send Configuration Request
10:13:40, 28 Sep. (348381.280000) PPP LCP Send Termination Request [PPPoE PADT received]
10:13:37, 28 Sep. (348378.270000) CHAP Receive Challenge
10:13:34, 28 Sep. (348375.270000) CHAP Receive Challenge
10:13:31, 28 Sep. (348372.570000) CHAP Receive Challenge
10:13:28, 28 Sep. (348369.470000) CHAP Receive Challenge
10:13:25, 28 Sep. (348366.370000) CHAP Receive Challenge
10:13:22, 28 Sep. (348363.570000) CHAP Receive Challenge
10:13:19, 28 Sep. (348360.270000) CHAP Receive Challenge
10:13:16, 28 Sep. (348356.970000) CHAP Receive Challenge
10:13:10, 28 Sep. (348350.950000) CHAP Receive Challenge
10:13:10, 28 Sep. (348350.950000) Starting CHAP authentication with peer
10:13:10, 28 Sep. (348350.950000) PPP LCP Receive Configuration ACK
10:13:10, 28 Sep. (348350.950000) PPP LCP Send Configuration Request
10:13:10, 28 Sep. (348350.950000) PPP LCP Receive Configuration Reject
10:13:10, 28 Sep. (348350.940000) PPP LCP Send Configuration ACK
10:13:10, 28 Sep. (348350.940000) PPP LCP Receive Configuration Request
10:13:10, 28 Sep. (348350.940000) PPP LCP Send Configuration Request
10:12:37, 28 Sep. (348317.880000) PPP LCP Send Termination Request [PPPoE PADT received]
10:12:34, 28 Sep. (348315.070000) CHAP Receive Challenge
10:12:31, 28 Sep. (348312.070000) CHAP Receive Challenge
10:12:28, 28 Sep. (348309.170000) CHAP Receive Challenge
10:12:25, 28 Sep. (348305.970000) CHAP Receive Challenge
10:12:21, 28 Sep. (348302.680000) CHAP Receive Challenge
10:12:18, 28 Sep. (348299.670000) CHAP Receive Challenge
10:12:15, 28 Sep. (348296.370000) CHAP Receive Challenge
10:12:12, 28 Sep. (348293.680000) CHAP Receive Challenge
10:12:09, 28 Sep. (348290.480000) CHAP Receive Challenge
10:12:06, 28 Sep. (348287.150000) CHAP Receive Challenge
10:12:06, 28 Sep. (348287.150000) Starting CHAP authentication with peer
10:12:06, 28 Sep. (348287.150000) PPP LCP Receive Configuration ACK
10:12:06, 28 Sep. (348287.150000) PPP LCP Send Configuration Request
10:12:06, 28 Sep. (348287.150000) PPP LCP Receive Configuration Reject
10:12:06, 28 Sep. (348287.150000) PPP LCP Send Configuration ACK
10:12:06, 28 Sep. (348287.150000) PPP LCP Receive Configuration Request
10:12:06, 28 Sep. (348287.150000) PPP LCP Send Configuration Request
10:11:33, 28 Sep. (348254.080000) PPP LCP Send Termination Request [PPPoE PADT received]
10:11:30, 28 Sep. (348251.280000) CHAP Receive Challenge
10:11:27, 28 Sep. (348248.080000) CHAP Receive Challenge
10:11:24, 28 Sep. (348245.180000) CHAP Receive Challenge
10:11:21, 28 Sep. (348241.880000) CHAP Receive Challenge
10:11:18, 28 Sep. (348239.080000) CHAP Receive Challenge
10:11:15, 28 Sep. (348236.280000) CHAP Receive Challenge
10:11:12, 28 Sep. (348233.480000) CHAP Receive Challenge
10:11:09, 28 Sep. (348230.780000) CHAP Receive Challenge
10:11:06, 28 Sep. (348227.680000) CHAP Receive Challenge
10:11:03, 28 Sep. (348224.760000) CHAP Receive Challenge
10:11:03, 28 Sep. (348224.750000) Starting CHAP authentication with peer
10:11:03, 28 Sep. (348224.750000) PPP LCP Receive Configuration ACK
10:11:03, 28 Sep. (348224.750000) PPP LCP Send Configuration Request
10:11:03, 28 Sep. (348224.750000) PPP LCP Receive Configuration Reject
10:11:03, 28 Sep. (348224.750000) PPP LCP Send Configuration ACK
10:11:03, 28 Sep. (348224.750000) PPP LCP Receive Configuration Request
10:11:03, 28 Sep. (348224.750000) PPP LCP Send Configuration Request
10:10:30, 28 Sep. (348191.680000) PPP LCP Send Termination Request [PPPoE PADT received]
10:10:28, 28 Sep. (348188.880000) CHAP Receive Challenge
10:10:25, 28 Sep. (348186.080000) CHAP Receive Challenge
10:10:23, 28 Sep. (348184.150000) CWMP: session closed due to error: No response
10:10:23, 28 Sep. (348184.130000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:10:23, 28 Sep. (348184.120000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:10:22, 28 Sep. (348182.980000) CHAP Receive Challenge
10:10:19, 28 Sep. (348179.960000) CHAP Receive Challenge
10:10:16, 28 Sep. (348177.180000) CHAP Receive Challenge
10:10:13, 28 Sep. (348174.280000) CHAP Receive Challenge
10:10:10, 28 Sep. (348171.080000) CHAP Receive Challenge
10:10:07, 28 Sep. (348168.080000) CHAP Receive Challenge
10:10:04, 28 Sep. (348165.280000) CHAP Receive Challenge
10:10:01, 28 Sep. (348162.510000) CHAP Receive Challenge
10:10:01, 28 Sep. (348162.510000) Starting CHAP authentication with peer
10:10:01, 28 Sep. (348162.510000) PPP LCP Receive Configuration ACK
10:10:01, 28 Sep. (348162.510000) PPP LCP Send Configuration Request
10:10:01, 28 Sep. (348162.510000) PPP LCP Receive Configuration Reject
10:10:01, 28 Sep. (348162.510000) PPP LCP Send Configuration Request
10:10:01, 28 Sep. (348162.180000) PPP LCP Send Configuration ACK
10:10:01, 28 Sep. (348162.180000) PPP LCP Receive Configuration Request
10:09:58, 28 Sep. (348159.510000) PPP LCP Send Configuration ACK
10:09:58, 28 Sep. (348159.510000) PPP LCP Receive Configuration Request
10:09:58, 28 Sep. (348159.510000) PPP LCP Send Configuration Request
10:09:52, 28 Sep. (348153.720000) CWMP: session closed due to error: No response
10:09:50, 28 Sep. (348151.400000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:09:50, 28 Sep. (348151.400000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:09:50, 28 Sep. (348150.990000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
10:09:49, 28 Sep. (348150.160000) PPPoE is down after 5800 minutes uptime [Disabled]
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Moderator
Moderator
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Message 5 of 25

Re: 97% Packet Loss Since This Morning

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Hi kebian,

 

Thanks for posting, I'm sorry about the issues with your connection today. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.

Thanks

Neil

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kebian
Aspiring Contributor
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Message 6 of 25

Re: 97% Packet Loss Since This Morning

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Thanks Neil - I've just filled out that form.
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kebian
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Message 7 of 25

Re: 97% Packet Loss Since This Morning

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Just an update:

 

I've now reset the HH5 to factory defaults and now it won't connect at all.  It currently has a solid orange ambient light, with no other lights on.

 

Occasionally it will progress to flashing green and then flashing orange but then stays on the solid orange again for ages.

 

The HomeHub Manager says "Connecting..."

 

After 15 mins or so, the amblient light has now connected and progressed to blue.  There are no other lights on - Not even the Broadband light.  I don't often look at the HH5 since it's hidden in a cupboard, but shouldn't there be an icon for that?

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Distinguished Sage
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Message 8 of 25

Re: 97% Packet Loss Since This Morning

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does your phone work?



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kebian
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Message 9 of 25

Re: 97% Packet Loss Since This Morning

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Yeah my phone works.

 

I tried using my old HH3 with openreach modem and that doesn't even connect.  The HH5 will eventually connect but the packet loss is so bad, it's unusable.

 

I've ran various tests on the line and they all come back ok, however I just spoke to someone from BT who also ran some tests and he says that there is a fault on the line.  He says the engineers have been informed and it will be fixed by October 1st 😕

 

I won't be doing any work for a few days then!  Weird how it can be working so well for 9 months and then just pack up completely.

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kebian
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Message 10 of 25

Re: 97% Packet Loss Since This Morning

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I ran an MTR (My traceroute) from one of my machines on the network to a Demon Internet server that I've been using to check connections against for 15-or-so years.

 

 Host                     Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. diesel.code-x.co       0.0%   744    0.2   0.2   0.2   0.7   0.1
 2. 192.168.5.3            0.0%   744    1.2   1.1   0.9   5.1   0.5
 3. ???
 4. 31.55.185.181         98.9%   744   11.0  10.9  10.6  11.2   0.2
 5. 31.55.185.188         96.2%   744   11.2  11.1  10.3  15.1   0.9
 6. 195.99.127.136        96.9%   743   11.3  11.6  11.0  13.4   0.6
 7. 195.99.127.8          96.2%   743   11.2  11.6  10.9  13.4   0.7
 8. 195.99.127.21         96.6%   743   11.6  11.5  10.9  12.7   0.3
 9. 195.66.224.12         97.0%   743   11.1  13.6  10.8  38.7   6.5
10. 194.70.98.109         95.8%   743   12.8  13.3  12.8  15.0   0.5
11. 193.195.25.22         96.2%   739   12.0  12.6  11.9  14.1   0.5
12. 158.152.1.65          96.2%   735   13.1  13.4  12.3  18.2   1.3
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