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wmcg
Newbie
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Message 1 of 2

Infinity connection loss/packetloss

Hi folks, wondering if anyone can help with a current issue I'm having.

 

I'm using BT Infinity in the Buckinghamshire area and have for the past two weeks been suffering intermittent connection loss (static orange light on HH3) and near constant packetloss when the connection is up.

 

I have had customer support look into this and they monitored the connection over a number of days and noticed a definite connection loss issue, and running through all diagnostics determined it was not my end causing the problem.

The latest update to this was an engineer was dispatched to the local exchange to fix the issue yesterday (at which point my previously booked engineer appt to my flat was cancelled- without checking everything was resolved I should add).

 

The issue has not been resolved - and now stuck without a confirmed engineer visit in my booked slot.

 

Hopefully the following images from speedtest.net and thinkBB test tools will illustrate the problem I'm having. Packetloss is persistently around 5-10%.

 

speedtest.jpg

 

thinkbb.jpg

 

Notice the peaks and troughs (which I assume to be lost packets).

 

 

HH3 log is constantly full of the following:

 

21:19:14, 06 May.

( 7283.540000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

21:19:07, 06 May.

( 7276.040000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

21:19:07, 06 May.

( 7276.030000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

21:18:36, 06 May.

( 7245.630000) CWMP: session closed due to error: Could not resolve host

21:18:31, 06 May.

OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.79]:54176->[66.235.138.19]:443 on ppp1)

21:18:27, 06 May.

( 7236.310000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

21:18:27, 06 May.

( 7236.300000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

21:18:21, 06 May.

( 7230.640000) PPP IPCP Receive Configuration ACK

21:18:21, 06 May.

( 7230.640000) PPP IPCP Send Configuration Request

21:18:21, 06 May.

( 7230.630000) PPP IPCP Receive Configuration NAK

21:18:21, 06 May.

( 7230.630000) PPP IPCP Send Configuration Request

21:18:21, 06 May.

( 7229.990000) PPP IPCP Send Configuration ACK

21:18:21, 06 May.

( 7229.990000) PPP IPCP Receive Configuration Request

21:18:18, 06 May.

( 7227.630000) PPP IPCP Send Configuration Request

21:18:17, 06 May.

( 7226.690000) PPP IPCP Send Configuration ACK

21:18:17, 06 May.

( 7226.690000) PPP IPCP Receive Configuration Request

21:18:15, 06 May.

( 7224.630000) PPP IPCP Send Configuration Request

21:18:15, 06 May.

( 7224.170000) PPP IPCP Send Configuration ACK

21:18:15, 06 May.

( 7224.160000) PPP IPCP Receive Configuration Request

21:18:13, 06 May.

( 7222.760000) PPP IPCP Send Configuration ACK

21:18:13, 06 May.

( 7222.760000) PPP IPCP Receive Configuration Request

21:18:12, 06 May.

( 7221.630000) PPP IPCP Send Configuration Request

21:18:12, 06 May.

( 7221.630000) WAN operating mode is Ethernet

21:18:12, 06 May.

( 7221.630000) Last WAN operating mode was Ethernet

21:18:11, 06 May.

( 7219.940000) CWMP: session closed due to error: No response

21:18:11, 06 May.

( 7219.920000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

21:18:11, 06 May.

( 7219.910000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

21:18:11, 06 May.

( 7220.830000) PPPoE is up

21:18:11, 06 May.

( 7220.820000) CHAP authentication successful

21:18:11, 06 May.

( 7220.750000) CHAP Receive Challenge

21:18:11, 06 May.

( 7220.750000) Starting CHAP authentication with peer

21:18:11, 06 May.

( 7220.750000) PPP LCP Receive Configuration ACK

21:18:11, 06 May.

( 7220.750000) PPP LCP Send Configuration Request

21:18:11, 06 May.

( 7220.750000) PPP LCP Receive Configuration Reject

21:18:11, 06 May.

( 7220.740000) PPP LCP Send Configuration ACK

21:18:11, 06 May.

( 7220.740000) PPP LCP Receive Configuration Request

21:18:11, 06 May.

( 7220.740000) PPP LCP Send Configuration Request

21:17:40, 06 May.

( 7189.530000) CWMP: session closed due to error: No response

21:17:39, 06 May.

( 7188.800000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

21:17:39, 06 May.

( 7188.790000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

21:17:39, 06 May.

( 7188.400000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

21:17:35, 06 May.

( 7184.190000) PPPoE is down after 56 minutes uptime [Disconnected]

21:17:32, 06 May.

( 7181.630000) PPP LCP Send Termination Request [PPPoE PADT received]

21:17:13, 06 May.

IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [66.235.139.206]:443->[109.150.185.94]:54159 on ppp1)

21:16:55, 06 May.

IN: BLOCK [16] Remote administration (TCP [116.10.191.167]:6000->[109.150.185.94]:22 on ppp1)

21:14:18, 06 May.

IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [64.186.176.219]:80->[109.150.185.94]:54031 on ppp1)

21:14:14, 06 May.

BLOCKED 1 more packets (because of Packet invalid in connection)

21:14:12, 06 May.

IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [66.235.139.152]:80->[109.150.185.94]:54038 on ppp1)

 

The blocked packet entries occur far more often than I have illustrated here.

 

Two things: Firstly, anyone have any ideas what might be causing this?

Secondly (for the mods): Can I get an indication as to when this will be addressed properly? Especially since as I mentioned my engineer visit has seemingly been cancelled due to the problem being "fixed".

 

 

Cheers

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1 REPLY 1
Community Manager
Community Manager
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Message 2 of 2

Re: Infinity connection loss/packetloss

Hi wmcg,

You should be able to re-open the fault online, if not let us know. Just a couple of questions, is your phone line noisy/crackling or are you having problems solely with your broadband?

And how is the packet loss affecting your connection?

Thanks,

Stephanie
Community ModeratorStephanie
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