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Standard User Jwest90
(newbie) Sun 09-Apr-17 16:13:27
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Issues with BT


[link to this post]
 
Hey everyone

I've been having trouble with my BT infinity (home hub 5 type A) connection, it happened randomly last saturday (1/4/17) after 6ish hours of being online gaming and watching videos just fine and has been a nightmare ever since. The connection is very inconsistent, but speedtests show my speed and ping to be normal (10ms, 70 down and 18 up) web pages will hang forever until refreshed a few times. Streaming and watching video on any of our devices (tv, wired pc, wireless laptop and ipad) all have issues even though the speeds are ok (according to speedtest.net)

I've tried changing to google DNS and port forwarded the affected games and applications but that hasn't changed anything. I'm a bit stuck as to what to do next and BT supports idea of constantly resetting the router hasn't got me anywhere this week. BT assure me nothing is wrong with the line and this hub is a new replacement that came during the last week but has the same issues as the hub before it.

Any help would be greatly appreciated i've got tools like pathping installed if anyone can help me troubleshoot this.
Administrator MrSaffron
(staff) Sun 09-Apr-17 17:35:10
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
Got a link to one of the speedtests? e.g. http://www.thinkbroadband.com/speedtest will give sharing links, there may be hints of something amiss that is not obvious from the figures alone

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Jwest90
(newbie) Sun 09-Apr-17 20:24:20
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Re: Issues with BT


[re: MrSaffron] [link to this post]
 
Hey thanks for getting in touch below is a current speedtest

http://www.thinkbroadband.com/speedtest/results.html...


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Administrator MrSaffron
(staff) Sun 09-Apr-17 23:44:14
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
Looks perfect there and latency is nice and low too.

Have you checked that the changes to DNS are in effect?

Of course its possible issues may be a specific route leaving the provider, or a video CDN having issues

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Jwest90
(newbie) Mon 10-Apr-17 06:06:56
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Re: Issues with BT


[re: MrSaffron] [link to this post]
 
I've swapped between the google DNS and the automatic ones, is there a better way of checking they are in effect?

If it is a specific route or CDN is there any way of me testing/fixing that or is that on BT to sort out?
Administrator MrSaffron
(staff) Mon 10-Apr-17 09:22:00
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
traceroute (tracert) might help on the route

nslookup will give more detail on what is happening on DNS lookups in terms of which DNS it is using and whether its slow and failing to the secondary one.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Jwest90
(newbie) Mon 10-Apr-17 17:49:41
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Re: Issues with BT


[re: MrSaffron] [link to this post]
 
This is tracert I just did to bbc.co.uk (hope thats ok) and an attempt at an nslookup to the bbc.co.uk IP

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.244.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BTHUB5 [192.168.1.254]
2 * * * Request timed out.
3 6 ms 6 ms 6 ms 31.55.186.177
4 7 ms 6 ms 6 ms 31.55.186.176
5 6 ms 6 ms 7 ms core3-hu0-16-0-1.faraday.ukcore.bt.net [195.99.1
27.196]
6 225 ms 6 ms 6 ms peer1-et-2-3-0.redbus.ukcore.bt.net [62.172.103.
39]
7 7 ms 7 ms 6 ms 195.99.126.101
8 * * * Request timed out.
9 * * * Request timed out.
10 7 ms 7 ms 7 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
11 8 ms 8 ms 8 ms 132.185.255.148
12 7 ms 7 ms 7 ms 212.58.244.23

Trace complete.

C:\Windows\system32>nslookup
DNS request timed out.
timeout was 2 seconds.
Default Server: UnKnown
Address: 2001:4860:4860::8888

> server 212.58.246.79
DNS request timed out.
timeout was 2 seconds.
Default Server: [212.58.246.79]
Address: 212.58.246.79

>

Edited by Jwest90 (Mon 10-Apr-17 17:53:55)

Administrator MrSaffron
(staff) Mon 10-Apr-17 17:53:23
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
You need to supply a domain name to lookup for nslookup to do anything useful e.g.

C:\Windows\system32>nslookup www.thinkbroadband.com
Server: UnKnown
Address: 192.168.0.1

Non-authoritative answer:
Name: www.thinkbroadband.com
Addresses: 2a02:68:1::4
80.249.99.130

PC's run a cache system, and this can be cleared by doing ipconfig /flushdns

Tracert looks perfectly fine.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Jwest90
(newbie) Mon 10-Apr-17 17:57:39
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Re: Issues with BT


[re: MrSaffron] [link to this post]
 
Yeh sorry realised after I posted that, here's one to think broadband before and after a dnsflush. Yeh all the tracert I've ran to different addresses always come back fine.


C:\Windows\system32>nslookup www.thinkbroadband.com
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 2001:4860:4860::8888

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to UnKnown timed-out

C:\Windows\system32>ipconfig /flushdns

Windows IP Configuration

Successfully flushed the DNS Resolver Cache.

C:\Windows\system32>nslookup www.thinkbroadband.com
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 2001:4860:4860::8888

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to UnKnown timed-out

C:\Windows\system32>
Standard User David_W
(knowledge is power) Mon 10-Apr-17 18:49:09
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
If nslookup is failing in that way, I wonder if your problems are to do with IPv6 not working properly. What happens if, when nslookup is failing as you show, you tracert 2001:4860:4860::8888 (one of Google DNS's IPv6 addresses)?

It may be worth configuring IPv4 DNS servers to see if that helps (for Google, that's 8.8.8.8 and 8.8.4.4). IPv4 DNS servers can respond to IPv6 queries - it's just that the DNS traffic itself goes over IPv4.



ZeN Unlimited Fibre 2 with native IPv6
thinkbroadband speed test : speedtest.net : thinkbroadband quality monitor IPv4 IPv6
Standard User Jwest90
(newbie) Mon 10-Apr-17 19:56:12
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Re: Issues with BT


[re: David_W] [link to this post]
 
This is the nslookup for the google dns IPv6 address

C:\Users\Reagan>tracert 2001:4860:4860::8888

Tracing route to google-public-dns-a.google.com [2001:4860:4860::8888]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
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.
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.

And here's one for the 8844 address

Tracing route to google-public-dns-b.google.com [2001:4860:4860::8844]
over a maximum of 30 hops:

1 * * * Request timed out.
2 * * * Request timed out.
3 * * * Request timed out.
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.
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.


Also this is the page for IPv6 settings on my HH5


IPv6 Configuration

Hub IPv6 Gateway Address

Name: BThomehub.home
Global Unicast Address: Not available
Link Local Address: fe80::9272:82ff:fea1:6ac4
Global Unicast prefix / length: Not available

ULA

Enabled: Option Yes (Recommended) for ula is selectedYes (Recommended)


I've already had my DNS settings (LAN connection settings) for IPv4 and 6 set to the google ones for a long time, this problem kinda came out of nowhere.
Standard User Jwest90
(newbie) Mon 10-Apr-17 20:00:00
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
Plus tracert's for 8.8.8.8 and 8.8.4.4

C:\Users\Reagan>tracert 8.8.4.4

Tracing route to google-public-dns-b.google.com [8.8.4.4]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BTHUB5 [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 7 ms 6 ms 7 ms 31.55.186.184
5 6 ms 6 ms 6 ms core4-hu0-16-0-1.faraday.ukcore.bt.net [195.99.1
27.204]
6 12 ms 7 ms 7 ms 213.121.193.195
7 7 ms 7 ms 6 ms 109.159.253.67
8 7 ms 7 ms 7 ms 108.170.246.129
9 8 ms 7 ms 7 ms 216.239.57.65
10 7 ms 7 ms 7 ms google-public-dns-b.google.com [8.8.4.4]

Trace complete.

C:\Users\Reagan>tracert 8.8.8.8

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BTHUB5 [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 7 ms 6 ms 6 ms 31.55.186.176
5 7 ms 6 ms 6 ms core4-hu0-16-0-3.faraday.ukcore.bt.net [195.99.1
27.206]
6 8 ms 7 ms 7 ms peer1-hu0-10-0-0.slough.ukcore.bt.net [62.172.10
3.3]
7 7 ms 7 ms 7 ms peer5-te0-0-0-32.telehouse.ukcore.bt.net [195.99
.126.77]
8 8 ms 8 ms 7 ms 108.170.246.225
9 8 ms 8 ms 8 ms 216.239.58.91
10 8 ms 8 ms 8 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.

C:\Users\Reagan>
Standard User David_W
(knowledge is power) Mon 10-Apr-17 21:10:13
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
In reply to a post by Jwest90:
IPv6 Configuration

Hub IPv6 Gateway Address

Name: BThomehub.home
Global Unicast Address: Not available
Link Local Address: fe80::9272:82ff:fea1:6ac4
Global Unicast prefix / length: Not available
You have no globally routable IPv6 address for the Hub and no globally routable prefix for your LAN devices, so IPv6 will be totally non-functional. This lack of IPv6 may well be the root cause of your issues.

You could try a single reboot of the Hub to see if IPv6 returns, though I have heard others complain of flaky IPv6 via their Hub. As I'm not on BT, I don't know what to suggest beyond that. For the sake of stability, I suggest that you remove any IPv6 DNS servers from your configuration for now, as that will dramatically reduce if not totally eliminate DNS related timeouts.



ZeN Unlimited Fibre 2 with native IPv6
thinkbroadband speed test : speedtest.net : thinkbroadband quality monitor IPv4 IPv6
Standard User ukhardy07
(knowledge is power) Tue 11-Apr-17 00:11:59
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Re: Issues with BT


[re: Jwest90] [link to this post]
 
I feel this is a classic case of faffing around causing issues.

Set DNS and IP to automatic. Set homehub to factory settings.

Let the OS decide whether IPv6 DNS is needed or not, in your case it should not be enabled.

BTs IPv6 is flakey at best.
Standard User Jwest90
(newbie) Tue 11-Apr-17 20:41:22
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Re: Issues with BT


[re: ukhardy07] [link to this post]
 
Tried removing all IPv6 and that didn't help. Then reset everything to default and had it pick DNS automatically, which is now allowing tracert and nslookup to both IPv4 and 6. However the issues inconsistent browsing and high game latency are still there (on all my devices).

I'll give it a few days see if it stabilises.

Edited by Jwest90 (Tue 11-Apr-17 20:45:32)

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