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Stafford
Aspiring Contributor
7,054 Views
Message 1 of 415

BTInfinity customers problem

This is a longshot but a bunch of us desperately need help 🙂

 

Its a gaming thing concerning connection to Ubisoft servers.

As of yesterday a lot of people could not connect to the Uplay server to play their games online (several titles, not restricted to one game).

 

Then it turned out  these people were on BTInfinity myself included.

The post is here Ubi forum

Also we can't connect to the website http://www.ubi.com/UK/

I asked my mate who lives about a mile away and is on Virgin and he can no problem. Any other BTInfinity users able to connect to this site?

We're trying to narrow down what's happening. Other UK ISPs can connect but BT users can't. Very puzzling and annoying that we can't play online.

Smiley Frustrated

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414 REPLIES 414
Distinguished Guru
7,044 Views
Message 2 of 415

Re: BTInfinity customers problem

Openreach have recently rolled out new spyware sorry, firmware to the Huawei modems which can block UDP packets.
Try disconnecting and reconnecting the cable between the modem and the router.
http://revk.www.me.uk/2013/11/bt-huawei-fttc-modem-bug-breaking-vpns.html

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Aergan
Aspiring Contributor
7,039 Views
Message 3 of 415

Re: BTInfinity customers problem

I'm also having the same issue as Op.

Also from the same thread on Ubisoft's forums.

 

[quote]tracert ubi.com

Tracing route to ubi.com [216.98.48.35]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms router.mjolnir.local [192.168.1.1]
2 14 ms 14 ms 16 ms 217.32.140.64
3 14 ms 14 ms 14 ms 217.32.140.30
4 15 ms 15 ms 14 ms 213.120.161.2
5 24 ms 14 ms 15 ms 31.55.164.47
6 14 ms 15 ms 15 ms 31.55.164.107
7 15 ms 14 ms 15 ms acc1-10gige-0-5-0-6.bm.21cn-ipp.bt.net [109.159.
248.100]
8 24 ms 23 ms 23 ms core1-te0-3-0-3.ealing.ukcore.bt.net [109.159.24
8.20]
9 21 ms 21 ms 20 ms peer2-xe3-0-0.telehouse.ukcore.bt.net [109.159.2
54.223]
10 22 ms 20 ms 21 ms t2c3-xe-0-1-2-0.uk-lon1.eu.bt.net [166.49.211.16
6]
11 23 ms 21 ms 21 ms be3035.ccr21.lon01.atlas.cogentco.com [130.117.1
4.169]
12 22 ms 22 ms 22 ms te0-5-0-6.ccr21.lon13.atlas.cogentco.com [154.54
.74.46]
13 29 ms 29 ms 29 ms te0-0-0-0.ccr21.lpl01.atlas.cogentco.com [130.11
7.0.162]
14 99 ms 99 ms 99 ms te0-1-0-4.ccr21.ymq02.atlas.cogentco.com [154.54
.26.141]
15 99 ms 99 ms 277 ms te4-1.mag01.ymq02.atlas.cogentco.com [154.54.82.
242]
16 38.104.155.170 reports: Destination net unreachable.

Trace complete.

ping 38.104.155.170

Pinging 38.104.155.170 with 32 bytes of data&colon;
Request timed out.
Reply from 38.104.155.170: Destination net unreachable.
Reply from 38.104.155.170: Destination net unreachable.
Request timed out.

Ping statistics for 38.104.155.170:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),

ping 38.104.155.170

Pinging 38.104.155.170 with 32 bytes of data&colon;
Request timed out.
Request timed out.
Reply from 38.104.155.170: Destination net unreachable.
Request timed out.

Ping statistics for 38.104.155.170:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),[/quote]

 

I've given everything in my network a reboot (twice last night, once this morning) - still not resolved.

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Highlighted
SaiBork
Aspiring Contributor
7,028 Views
Message 4 of 415

Re: BTInfinity customers problem

Same problem here, using Draytek 2750n. So it's not the new firmware on the modems that's the problem. It's a routing issue that looks to be the problem. At work, BT is not used and here the site loads fine. So looks to be BT routing issue.

 

Using OpenDNS for DNS server, but seeing others have already changed their DNS and stated it is still not working, it doesn't look to be the DNS that's the issue. Also the address gets resolved, just a big hole in the route there it seems.

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Aergan
Aspiring Contributor
7,017 Views
Message 5 of 415

Re: BTInfinity customers problem

Yep, does seem to be a routing issue - or Ubisoft (or Cogentco, who appears to be their datacentre/infrastructure provider) have a fault with their load balancer for UK or BT UK traffic.
Can confirm changing DNS (Google, BT, OpenDNS) has no affect.
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MrKaon
Aspiring Contributor
7,017 Views
Message 6 of 415

Re: BTInfinity customers problem

I am having same problem cannot access 

http://www.ubi.com/UK/

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antonyfrn
Aspiring Expert
6,961 Views
Message 7 of 415

BT Infinity & Uplay problems

Hi ive just noticed this issue im unable to connect to uplay using the client or via the website ive tried doing a trace route using winmtr im not able to access ubi softs website or log in with the games client only a few days ago this was working competely fine. Ive tried calling your tech support and the person i spoke to didnt even understand what was wrong he was more intrested in my download speed and had no knowlage of networking.

 

 

WinMTR to IP address Uplay connects too 216.98.51.201

 

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                          BThomehub.home -    0 |   79 |   79 |    1 |    1 |    2 |    1 |

|                             172.16.10.8 -    0 |   79 |   79 |    5 |    8 |   30 |    5 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                           217.41.216.13 -    0 |   79 |   79 |    5 |   12 |  134 |   48 |

|                          213.120.176.18 -    0 |   79 |   79 |    5 |    6 |   25 |    5 |

|                           217.41.168.35 -    0 |   79 |   79 |    5 |    6 |   25 |    5 |

|                          217.41.168.107 -    0 |   79 |   79 |    5 |    6 |   25 |    6 |

|acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net -    0 |   79 |   79 |    5 |    7 |   25 |    6 |

|   core1-te0-0-0-7.faraday.ukcore.bt.net -    0 |   79 |   79 |    5 |   10 |   24 |    7 |

|   peer2-xe8-3-0.telehouse.ukcore.bt.net -    0 |   79 |   79 |    5 |    7 |   29 |    5 |

|       t2c3-xe-0-1-1-0.uk-lon1.eu.bt.net -    0 |   79 |   79 |    6 |    7 |   47 |    6 |

|   be3035.ccr21.lon01.atlas.cogentco.com -    0 |   79 |   79 |    6 |    7 |   24 |    8 |

|te0-4-0-5.ccr21.lon13.atlas.cogentco.com -    0 |   79 |   79 |    6 |    7 |   23 |    8 |

|te0-3-0-0.ccr21.lpl01.atlas.cogentco.com -    0 |   79 |   79 |   12 |   13 |   23 |   12 |

|te0-0-0-4.ccr21.ymq02.atlas.cogentco.com -    0 |   79 |   79 |   83 |   84 |   94 |   85 |

|    te4-1.mag01.ymq02.atlas.cogentco.com -    0 |   79 |   79 |   83 |   90 |  207 |   83 |

|        Destination network unreachable. -  100 |   20 |    0 |    0 |    0 |    0 |    0 |

|        Destination network unreachable. -  100 |   21 |    0 |    0 |    0 |    0 |    0 |

|        Destination network unreachable. -  100 |   17 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   16 |    0 |    0 |    0 |    0 |    0 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

WinMTR to uplay.ubi.com

 

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                   No response from host -  100 | 28128 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28126 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28126 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28123 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28125 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28123 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28124 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28123 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28122 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28122 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28123 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28123 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28122 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28122 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28122 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28122 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 | 28121 |    0 |    0 |    0 |    0 |    0 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

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antonyfrn
Aspiring Expert
6,934 Views
Message 8 of 415

Re: BT Infinity & Uplay problems

It works if you connect via VPN its the BT network

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6,931 Views
Message 9 of 415

Re: BTInfinity customers problem

Same here was ok 2 days ago and now can`t access ubisoft or uplay,tried last night was able to play via offline and today states i have no games available.

 

I even tried to do a fix connection even though i know i can connect to other sites without problems, it is really annoying that i cant access games that i have paid for until there is a solution to resolve this issue. 

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Aergan
Aspiring Contributor
6,906 Views
Message 10 of 415

Re: BTInfinity customers problem

My post was removed?

 

I spoke to a representitive via live chat, no resolution other than to phone the security team who have forwarded me to general support.

 

Currently in a queue waiting.

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