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TheDezrin
Aspiring Contributor
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Message 1 of 21

BT Infinity - Public IP Address Changes - DISCONNECTIONS

I have had BT since I have lived at my current address, and even had BT at previous addresses. I have always liked the BT brand and title, but this is not to be said at the moment.

 

The area where I live has been going through a lot of networking changes, about 5 months ago we still only has ADSL, then we were recently upgraded to ADSL2+, now BT have wonderfully brought "Infinity" into the area using their VDSL Line Adapter Modules.

 

I jumped at the chances of having download speeds up to 70Mbps, the only time I have ever had speeds like that is on my remote servers in some of our data centers, so this was a great oppourtunity to avoid paying for a leased line installation.

 

After being upgraded to BT Infinity, we recieved our new hub compatible with the VDSL service, connected it all and we were away! Speeds were a slow and gradual improvement, as you can see in the image below:

 

 

 However, after some tweaking, you can see where my internet speeds have come over the past couple of months. Now all has been very good, until recently, when the service started to take a turn for the worse.

 

We started noticing frequent drop outs on the service every couple of days each lasting from 2 - 10 minutes. This is when I started to investigate what was going on, now being an old customer of BT, I was not sure of how the customer service has changed, so in light of these new found issues, I instantly called the Technical Services line.

 

At which point, I was first told that it is because I have too many devices connected to the hub that it is saturating the Wi-Fi connection and disconnecting devices from the Wi-Fi, I insisted to the technical advisor, if that's what you could call them, that it wasn't just the Wi-Fi, it was the WHOLE connection, however he refused to listen.

 

I called back a further 2 times to see if I could get to the bottom of this, but still unable to, instead I was sent a replacement "smart hub" and advised to monitor the connection, at which point I was disconnected again, so I proceeded to call back one last time.

 

The last technician that I spoke to advised the following (Call Date Friday 11th November 2016): 

 

- Previous agent informed me that it could be due to too many wifi connection
- Informed me that it is due to too many local users (BT customers) on the network, so I have been disconnected.
- Informed me that it is because the hub can't handle the amount of connections
- Doesn't fully understand the issues.

 

I insisted to this technician that he raised a ticket requesting a call back from the soonest supervisor as a matter of urgency, that is the ONLY way that you can get through to BT. I am expecting a call back from the supervisor today (13/11/2016) to discuss the connection.

 

Luckily, I was on my phone, when I noticed that I wasn't able to play a YouTube video. I immediately woke my computer to begin investigating, to find what I though was causing these issues in the first place.

 

So what did I do to investigate?

 

- Attempted to Trace Route Google.com and Google's DNS 8.8.8.8

 

Both Trace Route's came back as:

 

C:\Users\bradl>tracert google.com

Tracing route to google.com [216.58.212.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms bthub [192.168.1.254]
2 * * * Request timed out.
3 * * 10 ms 31.55.187.181
4 10 ms 10 ms 10 ms 31.55.187.180
5 10 ms 10 ms 9 ms 195.99.127.14
6 10 ms 10 ms 10 ms 62.172.103.193
7 10 ms 10 ms 11 ms peer1-xe-9-2-0.redbus.ukcore.bt.net [195.99.126.65]
8 11 ms 11 ms 11 ms 216.239.54.239
9 13 ms 12 ms 12 ms 108.170.238.149
10 11 ms 11 ms 11 ms 216.58.212.110

Trace complete.

 

So nothing un-usual there, I attempted to load the YouTube video again and found that I was reconnected. This was going to make finding out what went on a bit more of a pain.

 

So what next?

 

- Head to 192.168.1.254 page (BT Smart Hub) and view diagnostics logs.

The diagnostics logs came back with certain results depending on the connection type, but here are the most notable ones.

 

00:33:30 13 Nov. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0 O_flag = 1
00:33:29 13 Nov. ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
00:33:29 13 Nov. ppp1:New DYN ROUTE is added [81.139.56.100/32 gw ]
00:33:29 13 Nov. ppp1:New DYN ROUTE is added [81.139.57.100/32 gw ]
00:33:29 13 Nov. :WAN: SENSING AUTO VDSL
00:33:29 13 Nov. ppp1:PPP: PPP INFO 81.139.57.100 81.139.56.100
00:33:29 13 Nov. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
00:33:29 13 Nov. BR_LAN: Allocated prefix = 2a00:23c4:5433:d00::/64 (valid time = 2845032704 / preferred time = 0)
00:33:29 13 Nov. ppp1: Allocated prefix = 2a00:23c4:5433:d01::/64 (valid time = 2845032704 / preferred time = 0)
00:33:29 13 Nov. ppp1: Allocated prefix = 2a00:23c4:5433:d00::/56 (valid time = 2845032704 / preferred time = 0)
00:33:29 13 Nov. ppp1:PPP: PPP INFO
00:33:28 13 Nov. ppp:PPP: IPCP_NAK
00:33:28 13 Nov. ppp:PPP: CHAP_SUCCESS
00:33:28 13 Nov. ppp:PPP: CHAP_RESPONSE
00:33:28 13 Nov. ppp:PPP: LCP_GOOD_ACK
00:33:28 13 Nov. ppp:PPP: LCP_REQUEST
00:33:28 13 Nov. :HTTP UserBasic login from 192.168.1.138 successfully
00:33:28 13 Nov. :PPPoE error: timeout
00:33:23 13 Nov. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0 O_flag = 1
00:33:22 13 Nov. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
00:33:22 13 Nov. BR_LAN: Revoked prefix = 2a00:23c4:5433:d00::/64 (valid time = 2845032704 / preferred time = 0)
00:33:22 13 Nov. : Revoked prefix = 2a00:23c4:5433:d01::/64 (valid time = 2845032704 / preferred time = 0)
00:33:22 13 Nov. : Revoked prefix = 2a00:23c4:5433:d00::/56 (valid time = 2845032704 / preferred time = 0)
00:33:22 13 Nov. : Allocated prefix = 2a00:23c4:5433:d00::/56 (valid time = 2845032704 / preferred time = 0)
00:33:22 13 Nov. wl1:IGMP join received for group 239.2.0.252 on interface wl1
00:33:11 13 Nov. BR_LAN:LAN Neighbor Discovery : Host fe80::20a:f5ff:feda:a4b0 is set active
00:33:11 13 Nov. :PPPoE error: timeout
00:33:06 13 Nov. BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:5433:d00:f81f:909e:cb76:ddbd is set inactive
00:33:00 13 Nov. :PPPoE error: timeout
00:32:55 13 Nov. BR_LAN:LAN Neighbor Discovery : Host fe80::4665:dff:febd:5e62 is set active
00:32:55 13 Nov. :PPPoE error: timeout
00:32:55 13 Nov. wl1:IGMP group 239.2.0.252 on interface wl1 started by 192.168.1.144
00:32:55 13 Nov. wl1:IGMP group 239.2.0.252 on interface wl1 by 192.168.1.144 requested
00:32:55 13 Nov. wl1:IGMP join received for group 239.2.0.252 on interface wl1
00:32:47 13 Nov. BR_LAN:LAN Neighbor Discovery : Host fe80::20a:f5ff:feda:a4b0 is set active
00:32:47 13 Nov. ptm0.101:VLAN VLAN_DATA connected
00:32:47 13 Nov. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:32:47 13 Nov. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:32:46 13 Nov. dsl:VDSL link Up: Down Rate=74455Kbps Up Rate=15391Kbps SNR Margin Down=0.00dB SNR Margin Up=6.00dB
00:32:41 13 Nov. BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:5433:d00:f81f:909e:cb76:ddbd is set active
00:32:35 13 Nov. :VLAN VLAN_DATA disconnected
00:32:34 13 Nov. BR_LAN:LAN Neighbor Discovery : Host fe80::4665:dff:febd:5e62 is set active
00:32:22 13 Nov. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0 O_flag = 1
00:32:22 13 Nov. ppp1:The DYN ROUTE [81.139.56.100/32 gw ] is deleted
00:32:22 13 Nov. ppp1:The DYN ROUTE [81.139.57.100/32 gw ] is deleted
00:32:22 13 Nov. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
00:32:22 13 Nov. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
00:32:21 13 Nov. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0 O_flag = 1
00:32:21 13 Nov. ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
00:32:21 13 Nov. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
00:32:21 13 Nov. BR_LAN: Revoked prefix = 2a00:23c4:5433:d00::/64 (valid time = 2026291200 / preferred time = 2026291200)
00:32:21 13 Nov. ppp1: Revoked prefix = 2a00:23c4:5433:d01::/64 (valid time = 2026291200 / preferred time = 2026291200)
00:32:21 13 Nov. ppp1: Revoked prefix = 2a00:23c4:5433:d00::/56 (valid time = 2026291200 / preferred time = 2026291200)
00:32:20 13 Nov. dsl:VDSL Link Down: duration was 222617 seconds

 

So looking back at this log, you can see that the VDSL connection was terminated and the hub has been disconnected, at which point, the hub is reconnected and advises the IP address. Noticing the IP address first, this is what I chose to investigate:

 

- Checked my external IP address on the router:

 

 

 So, you can see that the IP address the hub was last assigned has since changed, also note the connection time just confirming the disconnection of the service.

 

Now I understand that BT and most service providers for that matter operate on Dynamic IP address assignment, so your IP will change, this has many benefits, but the changes for the dynamic IP change are usually taken place when all devices are disconnected from the router, a DHCP server sends for a new IP request, the power is disconnected or any other way that the hub is disconnected such as ADSL cable being removed.

 

However, this is simply not the case with BT, infact this is what I think is going on:

 

- The external IP address of my hub needs to be refreshed, but instead of waiting for devices to be disonnected as a normal service would operate, it does it with devices connected and forces them to go offline.
- This process can some time take longer or shorter depending on when BT's IP registry server sends the new IP to the hub, this is why I can see shorter and longer disconnections depending on the IP reg.
- This will need to be confirmed with BT's supervisor that is calling me "Tomorrow".
- In place of this, they need to NOT disconnect me which is what MOST normal providers and in fact BT used to do.

 

Now I checked the forums first to see if any other customers have had this issue, and found that someone had (Check the other article here: https://community.bt.com/t5/BT-Infinity-Speed-Connection/IP-address-changing/td-p/1373137), when they spoke to BT and confirmed the issues, BT stated that it is within their Terms and Conditions of use that they do not guarentee you a "stable" IP address, however, after checking I was unable to find such an entry in ANY of their terms and conditions.

 

The only information I could find was with regards to static IP address assignment for BT business and Leased Lines.

 

Like I said, I will find out what BT have to say for all of this today. However, I would like to note that MOST other broadband providers are able to change your public IP address without you even noticing, and on the ADSL+ and ADSL service that BT used to provide me, this was the exact case. 

 

I have only ever experienced this issue since upgrade to BT Infinity.

 

Let me know what you think! I will update the case once I have spoken with BT.

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20 REPLIES 20
Distinguished Sage
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Message 2 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

Your IP Address will only change after a disconnection
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TheDezrin
Aspiring Contributor
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Message 3 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

Yes, I am aware of that. But I am purposely being disconnected to change the IP address when I am using the service.

 

That is the issue.

 

 

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Distinguished Sage
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Message 4 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

Not true
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Distinguished Sage
Distinguished Sage
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Message 5 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

I think you are missing the point. You are not being purposely disconnected in order to change the IP address, you are suffering disconnections (for whatever reason) which are resulting in IP changes. Entirely different.

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TheDezrin
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Message 6 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

Sure, okay, I'm missing the point, the point is how do I stop this from happening?

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TheDezrin
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Message 7 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

BT Sent me a new Smart Hub, and 2 days after installing it, the network went down again.

 

It is not any of the devices in the house hold as I am connecting via both Wi-Fi and over ethernet, and all devices experience the same disconnection.

 

They seem to be getting more and more frequent however, so I am desperate to get to the bottom of this.

 

I spoke with BT on the phone earlier, and they are sending an engineer out, the engineer is going to check the local exchange and cabinet first, then the property if neccessary.

 

Any idea what could be causing the disconnection if it was my side? I have double and triple checked everything, but there is nothing wrong my end at all.

 

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

It could be absolutely anything, not least the rubbish hub itself. Nobody can remotely diagnose the fault. To eliminate any problems with your internal wiring, connect the hub directly to the test socket behind the removable faceplate of the master socket using a new filter.

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Distinguished Sage
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Message 9 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

Are you connected to the master socket? Or an extension?

Can you post up your connection stats from the home hub?
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TheDezrin
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Message 10 of 21

Re: BT Infinity - Public IP Address Changes - DISCONNECTIONS

I'm connected with a filter coming direct from the master socket, the faceplate already removed.

 

I've had the network connected the same way for the past 5 years with no problems until upgrading to Infinity, which makes me think that it might be the Hub's.

 

Hub status:

 

 

 And here's a speed test for good measure:

 

 

This speed test was recorded on my PC, which is connected to the home hub via a CAT6A RJ45 going to a 5-Port unmanaged switch then connecting via 2 1Gbps NIC's in my PC for failsafe if one of them dies.

 

Anything else?

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