BT Infinity Connection Issue/ frequent ping latenc...

Hi. I'm getting frequent latency over past few month. had Already spoken to agencies about the issue, but no reslovation appeared. So, hopefully, I can get some answer here. Btw, I already tried to switch between channels, reset to factory setting, turn off 5Ghz, it still doesn't work.
The ping latency happen randomly almost everyday in certain times of a day, last around 10 minutes. I got some proves showing the situation exactly at that time. 

Can you run this checker and post back a screen shot of the results
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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Similar Messages

  • New Infinity connect issues - please help

    We are having ongoing issues with getting BT infinity installed to our new house.  I really need someone that can actually help us find out what is wrong and how we can resolve the issues we are having.
    It all started a few months ago when we ordered BT infinity and a new phone line to our new Chapel conversion house.
    Initially there were some issues with the engineer being unable to get the phone line to the house. After numerous phone calls and several engineers visits, we these have now been resolved and we do have a working telephone.
    The problem seems to be with the Infinity. Nobody can give me an answer as to why we have not yet got a connection.
    When the phone engineer visited he said that he would try and connect the Infinity in the green box. – When he went to do this he tried to obtain our patching information and was informed that there was no live order for infinity on our number… As there was nothing more he could do he left.
    We then checked with BT and they confirmed that we do have an order for infinity and that there was a problem that needed and engineer to look at. (We have a box and are paying for the service already…
    We were told last week that an engineer was going to attend on Monday 13th Jan and that we definitely would have a connection by last Monday at the latest… - no engineer attended despite my wife spending her 3rd day in the house waiting for an engineer!
    She phone BT on Tuesday and was told that there was a problem and she would be contacted by Thursday Morning at the latest. – Needless to say , No phone call!!
    We really need to sort this connection out.  Is there anyone who can take this and run with it until it’s sorted? – We are getting nowhere talking to random individuals who have no real history of our connection history.
    Please Help!
    Doug

    Hi dougchapel,
    Thanks for posting and welcome!
    I'm sorry for the problems you're having getting set up on BT Infinity.  I can help get you sorted from here.  Click on my username and under the "about me" section you'll see the link to get in touch with us.
    Cheers,
    Robbie
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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  • BT Infinity Connection Issue (On Going)

    Hi, i've been having problems with my connection over the past 2 weeks and since it seems that none of the people i talk to have any idea what's going on, i thought that i would post my issue on here and see if any one can help. I will try to keep this post up to date with any developments, and i will try to respond promptly to any questions. 
    For a brief summery, see Short story. For more detail, see Long story.
    Any thoughts, ideas or sympathies would be apprechiated.
    Thanks
    //First post, please be gentle
    =================
    ===Short story===
    =================
    -25th of January: Infinity installed.
    -7th of March: Speed drops significantly and connection become unstable.
    -8th of March: Problem reported to BT.
    -13th of March (Morning): Engineer visits, finds no problem with the line, changes both the router and the modem. No change.
    -13th of March(Afternoon): BT calls to claim that the problem is resolved. No change.
    -14th of March: Connection on router starts to drop out every 2 hours, but green DSL light on modem remains lit.
    -15th of March: Sencond engineer visit, clueless as to nature or cause of problem. Changes router and modem. Performs lift and shift. No Change.
    -16th of March: Connection now drops out every 3-5 minutes.
    -17th of March: Issue reported as a fault, engineer visit scheduled for the 20th to perform "triage". Optimism: Low.
    -18th of March: Very sad student can't play games or do Uni work. =[
    -19th of March: Will probably have to go back to Uni over spring break to work. =O
    ================
    ===Long Story===
    ================
    On the 25th of January i had BT Infinity installed and was amazed when my download speed shot up to 38MB (from 5), and my upload was a staggering 9 MB (from 0.7). As a gamer, this was at the time fantastic.
    However, on Wensday the 7th of March, i came home from Uni to find that my friend's voices on Skype sound all distorted. I decide to do a speed test, which reveals that the speed had dropped down to 3MB download, but the upload was still 8MB. I thought that this was a glitch, so i ran the BT Speedtester and restarted the router and modem etc. No change. Over the next few days, the speed fluxuated between 0-7MB down and 5-8MB up.
    Naturally, i contacted BT, who after some convincing, booked an appointment for an Openreach engineer to come over on Tuesday the 13th. The engineer who turned up tested the line and after finding nothing wrong, changed both the router and the modem twice. As baffeled as me, the engineer told me to contact BT again as he was convinced it was something on their end. After 2 hours on the phone (an hour and a half of that on hold), i was told the problem was resolved and all i had to do was restart my router and modem.
    I did so gladly, only to find no change in the speed, and another complication. After the problem was "fixed" my HH3 would lose connection every 2 hours, but now, it loses conneciton every 3-5 minutes, 24/7.
    However, the Modem doesn't. It's only the broadband light on the HH3 that changes, the green DSL light on the modem stays on. After another lenghty conversation (thank god i dont have to play for these calls) the guy in India was certian it was a line issue, and dispatched another engineer on Thursday the 15th.
    The second engineer, who i knew as he was a frind of my father, told me that he had been sent out on a "boost job", whatever that means. Basically, he told me that if he isnt supposed to leave until the problem is resolved. So, after 3 hours of changing routers and banging our heads against the wall with BT, he got them to do a lift and shift.
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    Completely stumped and at 6 pm (2 hours after the engineer was supposed to finish work) i let him go home, since there was clearly nothing he could do.
    After another 2 hours on the phone with BT, i now have my own number that i can call BT on that connects me to a manager who has "taken over" the problem. He has dispatched another engineer for Tuesday to 20th to do "triage testing". Mean while, i can't do any work for Uni at home, play any games or even browse the internet.

    Sorry, that was hilarious. I pressed the reply button and the page came up saying that my router had lost connection.
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    Do you think that it could help?

  • BT Infinity Connection Issue.

    This morning I cannot load pages using my internet connection. All blue lights on HH3 and Green lights on VDSL Modem are on and correct. This issue is also occurs when using Ethernet connection. I have reset/restored router numerous occasions but still the problem persists.
    I am currently using the BTWIFI/Openzone (with Username/Password) connection from router so have some connection.
    My phone line is working and noise free.
    Could this be a DNS problem?

    Yes, as long as you're using yours not a neighbours
    Something odd there. You may want to contact the mods ... http://bt.custhelp.com/app/contact_email/c/4951
    One more thing you could try is a direct PPPOE connection from your PC to the modem, instead of the homehub.
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    If you found this post helpful, please click on the star on the left
    If not, I'll try again

  • BT Infinity Connection Issue / Packet Loss / Not G...

    Hi,
    I am getting random packet loss. The problem is not consistant but re-occuiring i.e it happens every 15-20 mins.
    The average packet loss lasts for maybe 15-20 seconds each time. Each case is different sometimes more servere and lasts longer.
    Speed Test
    Quiet Line Test
    Outcome no noise.
    Router Stats
    1. Product name:
    BT Home Hub
    2. Serial number:
    +068343+NQ41133140
    3. Firmware version:
    Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 22/05/15
    4. Board version:
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    5. DSL uptime:
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    6. Data rate:
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    7. Maximum data rate:
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    8. Noise margin:
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    9. Line attenuation:
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    10. Signal attenuation:
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    Bump...

  • Issues with Infinity - Connection Speed & Other Pr...

    Hi all,
    I had Infinity installed on 2nd November.  Besides some issues with BT mixing up delivery addresses the installation by Kelly Comms went smoothly, and was setup within 45 mins.
    Initial speeds were very good, achieving 74Mb/s Down & 18Mb/s Up with a Ping/Latency of 5ms  Excellent really considering the sub 5Mb/s I was used to with ADSL.  The high connection speeds remained over the weekend until about 4pm on November 5th.  I found that the Openreach Modem had lost connection (flashing DSL light) and my HH3 Broadband light was a steady orange.  I left this for a while before picking up my landline to call customer services only to find that my line was dead with no dial tone.
    Broadband eventually came back on service later that afternoon, but at a much lower speed of 43Mb/s Down, and an almost impossibly slow 0.97Mb/s Up.  Ping/Latency has also slowed to around 20ms.  During the evening I managed to get through to customer services in India, who were able to start dealing with the fault on my phone line. 
    Initially I was told it would be the 12th of November that the problem with the phone line would be resolved.  Fortunately enough it was then fixed the following morning by an apparent engineer visit.  I was unaware of this action until later in the day, but had noticed before leaving for work that Broadband was yet again down.
    So to cut a long story short: I have a phone line that works, but a big reduction in connectivity speed especially upstream speed.  Should I be contacting BT to investigate yet another potential problem bearing in mind that I am still within the supposed '10 day training' window.
    (All speed tests have been conducted via a PC connected by ethernet directly to the HH3)
    If anyone can advise me it would be much appreciated.

    Hi Tidycarrot,
    Welcome to the Forum. What was the speed estimate given to you when you signed up to the service? If the speeds you are see are well below that estimate, send me in your details using the link below and I'll run a few test on you line from here.
    http://bt.custhelp.com/app/contact_email/c/4951
    Thanks
    Paddy
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • Ping/latency issues.

    I've recently had my line upgraded from a 500k to a 2500k ip profile, and for a short period of time it worked great, consistent speeds etc. Roughly a week ago my ip profile was lowered to 2000k, at which point I suffered frequent broadband connection drop out, phone call after phone call ensued and now my improved ip profile has returned however I am receiving in excess of 300ms ping (according to several different online testers) which has rendered almost every online application useless. Any ideas?
    P.S I recently had an engineer to run teests on the line and he reported no faults, I don't understand the problem.

    chris6273 wrote:
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    High latency can be experienced at level 32 interleave, noticeable especially on gaming.
    Dynamic Line Management runs constantly and only changes the connection if it is "flapping"...
    A re-sync makes no changes to line configuration, other than to sync at the highest possible rate for the line condition.

  • BT Infinity bill / connection issue

    Our infinity connection was cut off yesterday because of a bill issue but was paid online the same day. It is now more than 24 hours since and it is still disconnected. According to our bt account page it has been resolved and is now working but that is NOT the case. We have tried ringing the bt helpline twice, both yesterday and today but both times we have been on hold for more than 2 hours with no success. Can somebody please tell me what is going on?

    like i posted it sounds like the payment has not yet cleared the banking system it can sometimes take up to 3 working days
    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

  • BT Infinity HTTPS connection issues- anyone else?

    Hi all.
    Any advice would be greatly appreciated.
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    To make sure that BT web help is disabled, look here.
    http://preferences.webaddresshelp.bt.com/selfcare/
    To try changing DNS server on your Windows 8 laptop, see this Microsoft note.
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  • HP PhotoSmart 7510 suddenly has severe connectivity issues

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    I can assure you that it is not a router issue.  It appears to me that it is a driver compatibility with Windows OS.  After trying to get to the bottom of this since my Photosmart 7525 was new and reading just about every forum and blog, I have come to the conclusion that the issue must be related to the HP driver itself.  
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    S. Hunn
    There are 10 kinds of people in this world... Those who understand binary and those who do not.

  • Troubleshooting for RPC over https (Outlook Anywhere) connection issue

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    [Issues between CAS side to Mailbox side][RZ1] 
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    1).On the RPC proxy server, start Registry Editor (Regedit).
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    [Check the 6004 port settings in registry]
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeSA\Parameters
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    Value data: 0x1772 (Decimal 6002)
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeSA\Parameters
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    Value type: REG_DWORD   
    Value data: 0x1774 (Decimal 6004)
    D. Check if the RPC ports are used by other applications instead of Exchange by using : netstat –o
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    Additionally, ExRCA is a perfect tool to test the whole connection between client side and Mailbox side:
    https://testconnectivity.microsoft.com/
    1. On the ExRCA website, under Microsoft Office Outlook Connectivity Tests, select Outlook connectivity, and then select Next at the bottom of the page.
    2. Enter the required information on the next screen, including email address, domain and user name, and password.
    3. Choose whether to use Autodiscover to detect server settings or to manually specify server settings.
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    5. Select Perform Test.
    <Resource for reference>
    How does Outlook Anywhere work (and not work):
    http://blogs.technet.com/b/exchange/archive/2008/06/20/3405633.aspx
    How to use the RPC Ping utility to troubleshoot connectivity issues with the Exchange over the Internet feature in Outlook 2007 and in Outlook 2003:
    http://support.microsoft.com/kb/831051
    Test Outlook Anywhere Connectivity:
    http://technet.microsoft.com/en-us/library/ee633453(v=exchg.150).aspx
     [RZ1]It’s part, please re-layout
    Please click to vote if the post helps you. This can be beneficial to other community members reading the thread.

    I've just restored the M11 to Windows XP with the disks provided and Outlook Anywhere connected without issue. As strange as it sounds, this looks to be isolated to this particular model of laptop and Windows 7.
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    Aftery trying to troubleshoot this unsuccessfully with Microsoft tech support for a few hours, they eluded to the fact that this +could+ be a hardware related problem. (driver, adapter properties, etc)

  • Connection Issues Fixed, however still extremely s...

    Hi there, I am a new customer to BT broadband and following our installation of a new line and up to 8Mb broadband on the 23rd of November i had major issues with the service. A few hours after the engineer left my house, problems started to arise.
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    ADSL Line Status
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    Connection time:
    0 days, 02:28:25
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    Upstream:
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    ADSL Settings
    VPI/VCI:
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    Type:
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    Modulation:
    G.992.1 Annex A
    Latency type:
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    Noise margin (Down/Up):
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    Line attenuation (Down/Up):
    6.1 dB / 3.0 dB
    Output power (Down/Up):
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    FEC Events (Down/Up):
    0 / 0
    CRC Events (Down/Up):
    1 / 0
    Loss of Framing (Local/Remote):
    0 / 0
    Loss of Signal (Local/Remote):
    0 / 0
    Loss of Power (Local/Remote):
    0 / 0
    HEC Events (Down/Up):
    0 / 0
    Error Seconds (Local/Remote):
    1 / 0
    Test1 comprises of Best Effort Test: -provides background information.
    Download  Speed
    52 Kbps
    0 Kbps
    250 Kbps
    Max Achievable Speed
     Download speedachieved during the test was - 52 Kbps
     For your connection, the acceptable range of speeds is 50-250 Kbps.
     Additional Information:
     Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
     IP Profile for your line is - 135 Kbps
    Solved!
    Go to Solution.

    Issue has now been resolved. 
    Test1 comprises of Best Effort Test:  -provides background information.
    Download  Speed
    5221 Kbps
    0 Kbps
    7150 Kbps
    Max Achievable Speed
     Download speedachieved during the test was - 5221 Kbps
     For your connection, the acceptable range of speeds is 600-7150 Kbps.
     Additional Information:
     Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
     IP Profile for your line is - 7150 Kbps

  • XBOX 360 CONNECTION ISSUES

    As I am a avid gamer on xbox360 I have noticed the following I have connection issues when I play black ops lag is terrible and thinking that this may be due to th e games servers so I tryed modern warfare2 and yet this is the same now bearing in mind whwn I was with Talk Talk this issue very rarely occured...so why now I wonder?....I have the new HUB 3 I have tryed PORT forwarding and this is still no better IF anyone has any advice on this I would appreciate it very much...........

    hi
    there could be several issues here...
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    again, i have Infinity/HHB3 with no issues at all with online gaming, even via a wireless connection. If i did, then i would consider placing my XBOX in DMZ whereby it is beyond the firewall so should eliminate any firewall/port forwarding issues.
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    ged

  • My brand new mac pro always had Internet connection issues at school. WHY is that? I see the school's Internet working perfectly fine on other PC's, but there is never a day where my mac doesn't have Internet connection issues at school. How do I fix it?

    I got my mac pro in the middle of August. School started the week after. Internet was working perfectly fine at home. But at school, I never had a good connection. Sometimes on the good days I get a connection when I'm sitting at the exact spot in class I always sit at. It's ridiculous and it's frustrating. I invested my money into this laptop and I'm beginning to regret it. I thought it was the school's Internet, but I don't see Internet issues with other PC users. It's most frustrating on registration days and I'm trying to register for my classes before it gets taken, but again... Internet connection issues. It's random. Majority of the time, it doesn't work at all. I've done Network Diagnosis and turning WiFi off then turning it on again. I've done everything I could. I put my money on this laptop and it was a lot of money. I could have bought an 800 dollars laptop and I would have Internet connection anywhere on campus. So, I don't want to continue everyday to regret on buying this laptop every time I try to connect to the Internet at school or Starbucks or anywhere else. How do I fix this? What's the problem ?
    At school, I heard this guy had a problem with Internet connections too and he owned a new mac book pro. He said something like Apple messed up on something, but he fixed it. If I knew mac book pro's had these issues I wouldn't have bought it in the first place. It's freezing on me every other day. It's ridiculous. But what concerns me the most is the Internet connection. So someone please tell me what can I do next to prevent the problem? Am I doing something wrong maybe?

    Hi Kevin,
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    Any thoughts or am I out of luck to sit with my fingers crossed for a fix in the next round of updates?
    Nathan.

  • Connectivity issues for random phones in CUCM 8.6 on Vmware

    I have a client that has problems with around half of there ip phones (6921 & 7945) after a situation with overheating in the serverroom. 
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    The physical disk that the Subscriber was on was destroyed the incident. The Publisher they recovered, but to do this they had to recreate the vm descriptor file and attach it to the flat-file. 
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    There is also a license warning in the CCM Admin section, stating a License Overage (2 nodes used, but only 1 licensed.)
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    When powered up the system seems to run as it should, but only about half the phones have connectivity to and can register with CUCM.
    I have tried to reboot some phones remotely by cutting the power on the switch interfaces where they are attached, but that made no difference.
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    Hello and thank you for your time.
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    I have also attached the console log from one of the phones that can't register.
    NTP Alert:
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