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Fellblade
Aspiring Contributor
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Message 1 of 12

BT Infinity 2 Connection Issues

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My Infinity 2 connection is having sporadic heavy packet loss when connecting to some websites. I'm in the 01159 area code and I'm not seeing any issues reported there, but I'm having issues with a number of websites including eve-online and the BT website itself. I cannot find any way of actually getting through the website to a place where I can report some kind of issue and gave up after 20 minutes of the supposed 8 minute waiting time for the online chat as I'd finished cooking my dinner at that point...

 

Is anyone else seeing this type of issue?

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11 REPLIES 11
DavidM
Moderator
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Message 2 of 12

Re: BT Infinity 2 Connection Issues

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Hi Fellblade,

 

Thanks for posting. Sorry you're having problems. Does this thread or this thread have any similarites to your problem? If so can you try posting a tracert to the site you're having problems wtih and one to the BBC site for comparison and we'll take a look for you.

 

Cheers

 

David

 

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Fellblade
Aspiring Contributor
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Message 3 of 12

Re: BT Infinity 2 Connection Issues

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Having to do this in a few posts as the forum javascript breaks if I'm pasting a few different bits in.

 

Home hub data

 

1. Product name:BT Home Hub 3.0B
2. Serial number:+058721+1207307PN9
3. Firmware version:V100R001C01B036SP05_L_B. Last updated 19/11/13
4. Board version:VER.D
5. WAN:PPP Connected
6. Data sent/received:7691295/151674544 B
7. Broadband username:bthomehub@btbroadband.com
8. BT FON:Yes
9. Wireless network/SSID:BTHub3-8ZWW
10. Wireless connections:Enabled (b/g/n, 20M, WPS Enabled)
11. Wireless security:WPA and WPA2
12. Wireless channel:Automatic/1
13. Firewall:Default
14. MAC Address:10:C6:1F:8D:DC:96
15. Software variant:05_L_B
16. Boot loader:1.0.37-106.5
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Fellblade
Aspiring Contributor
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Message 4 of 12

Re: BT Infinity 2 Connection Issues

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Tracing route to srv200-g.ccp.cc [87.237.38.200]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *       15 ms    16 ms  31.55.186.193
  4    16 ms    16 ms    16 ms  31.55.186.208
  5    17 ms    16 ms    16 ms  195.99.127.56
  6    17 ms    17 ms    20 ms  peer5-te0-9-0-1.telehouse.ukcore.bt.net [194.72.31.95]
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
10     *        *        *     Request timed out.
11     *        *        *     Request timed out.
12     *        *        *     Request timed out.
13     *        *        *     Request timed out.
14     *        *        *     Request timed out.
15     *        *        *     Request timed out.
16     *        *        *     Request timed out.
17     *        *        *     Request timed out.
18     *        *        *     Request timed out.
19     *        *        *     Request timed out.
20     *        *        *     Request timed out.
21     *        *        *     Request timed out.
22     *        *        *     Request timed out.
23     *        *        *     Request timed out.
24     *        *        *     Request timed out.
25     *        *        *     Request timed out.
26     *        *        *     Request timed out.
27     *        *        *     Request timed out.
28     *        *        *     Request timed out.
29     *        *        *     Request timed out.
30     *        *        *     Request timed out.

Trace complete.
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Fellblade
Aspiring Contributor
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Message 5 of 12

Re: BT Infinity 2 Connection Issues

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BBC connection:

 

Tracing route to bbc.co.uk [212.58.244.18]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    16 ms    15 ms    16 ms  31.55.186.236
  5    16 ms    15 ms    15 ms  core4-hu0-1-0-0.faraday.ukcore.bt.net [195.99.12
7.48]
  6    16 ms    16 ms    16 ms  host213-121-193-111.ukcore.bt.net [213.121.193.1
11]
  7    18 ms    17 ms    16 ms  194.74.65.42
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10    17 ms    16 ms    23 ms  ae0.er01.telhc.bbc.co.uk [132.185.254.109]
 11    16 ms    17 ms    17 ms  132.185.255.149
 12    17 ms    17 ms    17 ms  fmt-vip72.telhc.bbc.co.uk [212.58.244.18]

Trace complete.

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Fellblade
Aspiring Contributor
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Message 6 of 12

Re: BT Infinity 2 Connection Issues

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The other threads you've have some similarities. There has been no new software installed over the period where this issue has started occurring. I'd characterize what I'm seeing as massive packet loss at some points. I'm actually getting timeouts and huge packet loss when on this community forum; I'm often having to repeatedly reload the page. Tracert below:

 

C:\Users\Richard>tracert community.bt.com

Tracing route to bt.lithium.com [46.19.168.101]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       16 ms  31.55.186.193
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.

 

etc...

 

 

Used the online live chat today and got appalling 'help' that resulting in someone saying they were going to do a 're alignment' of my IP.

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Fellblade
Aspiring Contributor
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Message 7 of 12

Re: BT Infinity 2 Connection Issues

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And it turns out that Xbox Live is virtually unusable as well 😞

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Fellblade
Aspiring Contributor
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Message 8 of 12

Re: BT Infinity 2 Connection Issues

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Any further information you could provide, DavidM?

 

I've tried contacting support over the phone and the people at the other end don't actually seem capable of understanding what's going on.

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MarkG
Aspiring Contributor
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Message 9 of 12

Re: BT Infinity 2 Connection Issues

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I too have been having very poor page loading speeds on various sites (no gaming) for the last week or so. I'm based in London. Via speedtest there is no issue with my download or upload speeds. I've reset the hub, cleared out the history on the browser etc but I'm still having issues. Here is a tracert I did just now in case it helps the mods with this issue which seems to be affecting loads of users [I have absolutely no idea what the data means!]

 

C:\Users\Mark>tracert forums.digitalspy.co.uk

Tracing route to ame-prod-LoadBala-ZZ7LOQQUZAYU-817947532.eu-west-1.elb.amazonaw
s.com [54.77.79.249]
over a maximum of 30 hops:

1 2 ms 1 ms 2 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * 7 ms 8 ms 31.55.186.193
4 13 ms 10 ms 11 ms 31.55.186.200
5 9 ms 9 ms 9 ms 195.99.127.38
6 11 ms 12 ms 10 ms peer6-te0-10-0-0.telehouse.ukcore.bt.net [109.15
9.254.197]
7 11 ms 11 ms 10 ms 109.159.253.83
8 21 ms 21 ms 21 ms 176.32.106.6
9 21 ms 21 ms 23 ms 178.236.3.5
10 24 ms 24 ms 24 ms 176.32.106.29
11 23 ms 105 ms 24 ms 178.236.0.189
12 21 ms 20 ms 20 ms 178.236.0.196
13 17 ms 17 ms 18 ms 178.236.1.17
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

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Fellblade
Aspiring Contributor
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Message 10 of 12

Re: BT Infinity 2 Connection Issues

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So, did a tracert after reading the thread here and suddenly got this output!

 

Tracing route to bt.lithium.com [46.19.168.101]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *       16 ms    16 ms  31.55.186.193
  4    15 ms    16 ms    16 ms  31.55.186.224
  5    16 ms    16 ms    16 ms  195.99.127.38
  6    16 ms    17 ms    17 ms  peer5-te0-9-0-0.telehouse.ukcore.bt.net [194.72.
31.71]
  7    16 ms    17 ms    17 ms  166-49-211-250.eu.bt.net [166.49.211.250]
  8    17 ms    16 ms    16 ms  be3035.ccr21.lon01.atlas.cogentco.com [130.117.1
4.169]
  9    17 ms    17 ms    17 ms  be2350.ccr41.lon13.atlas.cogentco.com [154.54.39
.185]
 10    24 ms    24 ms    24 ms  be2194.ccr41.ams03.atlas.cogentco.com [130.117.5
0.242]
 11    24 ms    24 ms    24 ms  be2322.rcr21.b021535-1.ams03.atlas.cogentco.com
[130.117.50.82]
 12    29 ms    29 ms    29 ms  149.6.129.194
 13    29 ms    28 ms    28 ms  bt.lithium.com [46.19.168.101]

Trace complete.

 

 

 

Excited, I hit it again, and got this:

 

Tracing route to bt.lithium.com [46.19.168.101]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       16 ms  31.55.186.193
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *       29 ms    28 ms  bt.lithium.com [46.19.168.101]

Trace complete.

 Still borked, but the one tracert gave me a brief glimmer of hope. Time to hook up my PC to a wireless dongle and tether through my 4G connection. Thankfully my corporate connection allows unlimited data; I guess I'll be finding out quite how unlimited fairly soon

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