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JimFraggle
Aspiring Contributor
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Message 1 of 6

Infinity connected and working but no web traffic working

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Hi,

Since yesterday morning my BT Infinity is not working for any outbound web traffic. I am completely stumped:

Ping works (e.g. to 8.8.8.8)

Tracert returns proper routing info (e.g. tracert www.bbc.co.uk)

DNS works (e.g. nslookup www.bbc.co.uk)

Telnet to websites on port 80 and 443 returns the usual blank screen indicating they're connecting

FTP works.

I've gone through SMS support and they're stumped - they've referred it onto "Specialists" who are apparently going to take up to 5 working days to respond.

This affects all devices - wired PC, IPad and WiFi laptop. I've factory-reset the smart hub, enabled and re-disabled parental control and web protect - nothing works.

Does anyone have any ideas? It's like they're filtering out all my outbound web traffic?!

Pete

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Infinity connected and working but no web traffic working

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Welcome to this user forum.

Can you please check that your phone number has not changed, due to perhaps a crossed line?

Dial 17070 and check the number is correct.

Do you have another router or another home hub that you can try?

 

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JimFraggle
Aspiring Contributor
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Message 3 of 6

Re: Infinity connected and working but no web traffic working

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Hi,

The phone number is reporting as correct. I've just purchased an ASUS DSL router and this is doing the same - connection reporting as ok, but virtually no web traffic flowing.

I say "virtually", because the Amazon website does seem to be loading on my PC, but very slowly. No other sites seem to be loading.

As before, ping, DNS, tracert all work fine - from the PC and from the router admin.

Any ideas?

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: Infinity connected and working but no web traffic working

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 5 of 6

Re: Infinity connected and working but no web traffic working

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Hi @JimFraggle sorry that although your broadband shows connected you are unable to use the internet. I've sent you a Private message explaining how you can contact the forum moderation team and we will help you with this.

Cheers
John 

Community ModeratorJohnC
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Moderator
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Message 6 of 6

Re: Infinity connected and working but no web traffic working

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Hi @JimFraggle

Thanks for taking my call this morning. Glad to hear this appears to have rectified itself.

Should it reoccur as I mentioned post back and I can take another look at it for you.

Thanks

Stuart

Community ModeratorStuartH
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