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Standard User Scoot
(member) Sat 25-Mar-17 19:48:58
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Internet Hanging Help Diagnosing Issue Please


[link to this post]
 
Hi All,
I am at a loss understanding why my internet is unresponsive intermittently.

Firstly i'll put it out there OpenReach have been in my cab the last 2 days, maybe nothing to do with it, but if not, I am coming to the conclusion it is not an internal fault and its BTBroadband's servers/service or exchange? However will explain whats happening and what I've tried so far.

So.
When I try and load a web page nothing happens, on WiFi/Ethernet/iPhones/Laptops but this may only last for 30 seconds to up to 2 minutes and then its working fine again. All internet activity just stops responding, like a computer would hang but then regain responsiveness.

Initially I thought my connection had dropped, but its current UPTIME is: 3 days 5 hours

Then I thought my router had crashed, logged in to router, router responsive, All LAN activity pretty speedy, transferring files between machines, and the router has an IP.

The IP hasn't dropped, I've ruled out it being a WiFi or single PC issue.

Route seems fine ASUS RT-AC68U and is responsive and logs in when the internet is hanging and shows a current IP and WAN connection.
BT Modem HG612 seems fine, the lights haven't dropped and UPTIME is good.
SpeedTests after the event seem fine, full speed ahead.
BT Service Checker - says there may be a problem in your area but when I click "SEE DETAILS" it takes me to a page that says everything is ok with Green ticks.
Tried rebooting router but didn't want to disturb the bt modem and reboot that yet.

This has been happening all day. my internet is normally rock sold, this is annoying.

Please see below Stats from DSLStats and the Huawei Modem WAN page. Can anyone shed any lights or give me advice on what to try to diagnose this issue, its hindering my work. many thanks in advance.

Do I have a lot of errors? checking the BT forums I dont see anyone else complaining of service issues tonight, could it be DNS issues, im using google's gonna change them now but unlikely google DNS. I dont know frown

STATS:

Text
1
23
45
67
89
1011
1213
1415
1617
1819
2021
2223
2425
2627
2829
3031
3233
3435
3637
3839
4041
4243
4445
4647
4849
5051
5253
5455
5657
5859
6061
6263
6465
6667
6869
7071
7273
7475
7677
7879
8081
8283
8485
8687
8889
9091
9293
9495
9697
9899
100101
102103
104105
106107
108109
110111
112113
114115
116117
118119
120121
122123
124125
126127
128129
130131
132133
134135
136137
138139
140141
142143
144145
146147
148149
150151
152153
154155
156157
158159
160161
162163
164165
166167
168169
170171
172173
174175
176177
178179
180181
182183
184185
186187
188189
190191
192193
194195
196197
198199
200201
202
Stats recorded 25 Mar 2017 19:18:48
 DSLAM/MSAN type:                BDCM:0xa48c / v0xa48c
Modem/router firmware:          AnnexA version - A2pv6C038m.d24jDSL mode:                       VDSL2 Profile 17a
Status:                         ShowtimeUptime:                         3 days 5 hours 7 sec
Resyncs:                        0 (since 25 Mar 2017 19:15:40)                        
                                Downstream      UpstreamLine attenuation (dB):          10.1            0.0
Signal attenuation (dB):        Not monitored           Connection speed (kbps):        79999           19999
SNR margin (dB):                6.9             14.8Power (dBm):                    14.0            -5.9
Interleave depth:               16              1INP:                            48.00           0
G.INP:                          Enabled         Not enabledVectoring status:               5 (VECT_UNCONFIGURED)           
 RSCorr/RS (%):                  0.0001          0.0272
RSUnCorr/RS (%):                0.0000          0.0000ES/hour:                        0               0
  
 xdslcmd info --stats
xdslcmd: ADSL driver and PHY statusStatus: Showtime
Retrain Reason: 1Last initialization procedure status:   0
Max:    Upstream rate = 26753 Kbps, Downstream rate = 86760 KbpsBearer: 0, Upstream rate = 19999 Kbps, Downstream rate = 79999 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 KbpsLink Power State:       L0
Mode:                   VDSL2 Annex BVDSL2 Profile:          Profile 17a
TPS-TC:                 PTM Mode(0x0)Trellis:                U:ON /D:ON
Line Status:            No DefectTraining Status:        Showtime
                Down            UpSNR (dB):        6.9             14.7
Attn(dB):        10.1            0.0Pwr(dBm):        14.0           -5.9
                        VDSL2 framing                        Bearer 0
MSGc:           -6              26B:              130             237
M:              1               1T:              0               42
R:              8               16S:              0.0518          0.3781
L:              21468           5374D:              16              1
I:              139             127N:              139             254
Q:              16              0V:              14              0
RxQueue:                60              0TxQueue:                20              0
G.INP Framing:          18              0G.INP lookback:         20              0
RRC bits:               0               24                        Bearer 1
MSGc:           186             -6B:              0               0
M:              2               0T:              2               0
R:              16              0S:              5.3333          0.0000
L:              48              0D:              3               0
I:              32              0N:              32              0
Q:              0               0V:              0               0
RxQueue:                0               0TxQueue:                0               0
G.INP Framing:          0               0G.INP lookback:         0               0
RRC bits:               0               0                        Counters
                        Bearer 0OHF:            0               2202605
OHFErr:         0               169RS:             4141136640              2811086
RSCorr:         2661            852RSUnCorr:       0               0
                        Bearer 1OHF:            17256093                0
OHFErr:         0               0RS:             207072374               0
RSCorr:         0               0RSUnCorr:       0               0
                         Retransmit Counters
rtx_tx:         4465            459rtx_c:          1465            420
rtx_uc:         136002          0 
                        G.INP CountersLEFTRS:         58              2
minEFTR:        79982           19997errFreeBits:    2652894175              267652033
                         Bearer 0
HEC:            0               0OCD:            0               0
LCD:            0               0Total Cells:    3987393149              0
Data Cells:     1497546816              0Drop Cells:     0
Bit Errors:     0               0 
                        Bearer 1HEC:            0               0
OCD:            0               0LCD:            0               0
Total Cells:    0               0Data Cells:     0               0
Drop Cells:     0Bit Errors:     0               0
 ES:             31              6975
SES:            31              26UAS:            478             447
AS:             277179 
                        Bearer 0INP:            48.00           0.00
INPRein:        0.00            0.00delay:          0               0
PER:            0.00            3.98OR:             0.01            64.22
AgR:            80614.82        20063.54 
                        Bearer 1INP:            4.00            0.00
INPRein:        4.00            0.00delay:          3               0
PER:            16.06           0.01OR:             95.62           0.01
AgR:            95.62   0.01 
Bitswap:        75313/75314             123/123 
Total time = 1 days 7 min 38 secFEC:            69866           48643
CRC:            1658            7600ES:             31              6975
SES:            31              26UAS:            478             447
LOS:            3               0LOF:            28              0
LOM:            0               0Latest 15 minutes time = 7 min 38 sec
FEC:            0               0CRC:            0               0
ES:             0               0SES:            0               0
UAS:            0               0LOS:            0               0
LOF:            0               0LOM:            0               0
Previous 15 minutes time = 15 min 0 secFEC:            15              6
CRC:            0               1ES:             0               1
SES:            0               0UAS:            0               0
LOS:            0               0LOF:            0               0
LOM:            0               0Latest 1 day time = 7 min 38 sec
FEC:            0               0CRC:            0               0
ES:             0               0SES:            0               0
UAS:            0               0LOS:            0               0
LOF:            0               0LOM:            0               0
Previous 1 day time = 24 hours 0 secFEC:            474             227
CRC:            0               30ES:             0               25
SES:            0               0UAS:            0               0
LOS:            0               0LOF:            0               0
LOM:            0               0Since Link time = 3 days 4 hours 59 min 37 sec
FEC:            2661            852CRC:            0               169
ES:             0               95SES:            0               5
UAS:            0               0LOS:            0               0
LOF:            0               0LOM:            0               0
#


IMAGE of Huawei Modem WAN page/ Error's ?? http://i67.tinypic.com/2qa7244.png
Administrator MrSaffron
(staff) Sun 26-Mar-17 15:31:27
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: Scoot] [link to this post]
 
Open a command prompt window and leave a ping running to see if connectivity is dipping in and out

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User fishpan
(learned) Sun 26-Mar-17 15:53:06
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: Scoot] [link to this post]
 
I would revert to using ISPs own DNS servers just to rule out the Google DNS and at the same time run a thinkbroadband BQM so we can see if there's any packet loss or extensive ping spikes?


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Standard User ferretuk
(member) Mon 27-Mar-17 11:47:41
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: fishpan] [link to this post]
 
There were reports of DNS issues with Google on Sunday. I too had issues so changed to OpenDNS to resolve...

http://downdetector.com/status/google

AAISP Home::1 Terabyte | IPv4 BQM | IPv6 BQM
Standard User WWWombat
(knowledge is power) Mon 27-Mar-17 15:19:40
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: Scoot] [link to this post]
 
Error rate looks very low. No problems there.

Initial guess would be DNS. The command-line tool "nslookup" might help.

GRC's "DNS Benchmark" tool might help too.
https://www.grc.com/dns/benchmark.htm
Standard User PaulKirby
(knowledge is power) Mon 27-Mar-17 18:20:44
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: ferretuk] [link to this post]
 
In reply to a post by ferretuk:
There were reports of DNS issues with Google on Sunday. I too had issues so changed to OpenDNS to resolve...

http://downdetector.com/status/google

Well I use Googles DNS, then Our own and then fall back to BT's DNS.
I uses Googles before ours due to they have less latency than ours.

TBH I never noticed any issues, it might of used our server, but I wouldn't of known unless I checked.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
TBB Speedtest
Standard User Scoot
(member) Wed 29-Mar-17 16:51:57
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: MrSaffron] [link to this post]
 
Hello All,
Thanks for the replies, I am putting it down to the DNS suggestion, my issues have cleared up, probably jumped the gun with posting but it had been happening all day long and really didn't expect it to be google's DNS without more people complaining, I did check other forums first to see if others were posting with service issues with BT or internet in general.

Would expect more people with google DNS to be complaining.

My ASUS router has an option for DNS 1 and DNS 2, I have always used: 8.8.8.8 and 8.8.4.4 respectively. I am thinking maybe change DNS 2 to a non google one?
Standard User j0hn83
(member) Wed 29-Mar-17 17:06:19
Print Post

Re: Internet Hanging Help Diagnosing Issue Please


[re: Scoot] [link to this post]
 
In reply to a post by Scoot:
My ASUS router has an option for DNS 1 and DNS 2, I have always used: 8.8.8.8 and 8.8.4.4 respectively.

naively I used to use such settings, till problems with Google's DNS a few years ago. I now use a mix of Google/OpenDNS
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