Infinity Resyncing issues

Hi
We have two infinity broadband lines, one has a static ip.
Both running through a Draytek 2930vn dual wan router.
I've had both lines in a few weeks now, getting a few drop outs. Only for 20-30 secs or so, the most it's up has been 70 hours. Both have been up for 23/24 hours now.
The drop out is renewing the IP address and dropping the pppoe connection. This is frustrating because we lose our vpn connections and have to log back in then login to all our applications also.
I've read about this resyncing, which I'm assuming is the fibre modem. Is there a way to just stop it doing this?
In terms of the location of the modems, they are both in a network cabinet, which is fairly normal for a business.
Any thoughts appreciated, would be good to know if others are having the same problems.
Regards
Jon

Joncvs wrote:
Hi
We have two infinity broadband lines, one has a static ip.
Both running through a Draytek 2930vn dual wan router.
I've had both lines in a few weeks now, getting a few drop outs. Only for 20-30 secs or so, the most it's up has been 70 hours. Both have been up for 23/24 hours now.
The drop out is renewing the IP address and dropping the pppoe connection. This is frustrating because we lose our vpn connections and have to log back in then login to all our applications also.
I've read about this resyncing, which I'm assuming is the fibre modem. Is there a way to just stop it doing this?
In terms of the location of the modems, they are both in a network cabinet, which is fairly normal for a business.
Any thoughts appreciated, would be good to know if others are having the same problems.
Regards
Jon
Hi Joncvs, I notice that you say:
"In terms of the location of the modems, they are both in a network cabinet, which is fairly normal for a business.".
This is a BT Home Phone /broadband forum, you might get more assistance on the BT Business forums here>
http://business.forums.bt.com/btb/
toekneem
http://www.no2nuisancecalls.net
(EASBF)

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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.
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BTCare Community Mod
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BT BROADBAND AVAILABILITY CHECKER
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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.
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//First post, please be gentle
=================
===Short story===
=================
-25th of January: Infinity installed.
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================
===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.
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Sorry, that was hilarious. I pressed the reply button and the page came up saying that my router had lost connection.
Anyway,
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Infinity 1 issues and BT's lack of help, understan...

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hi
you say you had infinity instaled a week ago but contract ends in december. im hoping you dont mean this december as when you had infinity activated that starts a new contract and i think the minimum is 1 year and you can migrate out without a hefty leaving fee.
wifi can never be gauranteed and all tests and readings should be done on a wired connection.
can you run these for us https://www.btwholesale.com/includes/adsl/main.html
http://speedtest.btwholesale.com/ after speed test also run further diagnostics and then post all 3 screenshots.

Time Capsule with BT Infinity modem issues

Hello all
I am attempting to set up my Time Capsule as the router and wifi, connected directly to the BT Infinity (UK based broadband provider) modem.
I have been using my MacBook Pro (mid 2010, Yosemite 10.10.1) and Airport Utility to configure the settings so far. I've managed to connect the TC and have created two wifi networks.
I have since been experiencing intermittent problems with the TC not appearing on the network, via AU on my MBP. However, when this does happen, the wifi seems to work OK. Can anyone explain why this might be so, and how to remedy this issue?
I have connected my Sonos ZonePlayer to the TC, but when the TC disconnects, the Sonos ZP then needs to be set up again.
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I would be grateful for any assistance with this as I have only a very limited understanding of the technical aspects of creating a network.
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I have since been experiencing intermittent problems with the TC not appearing on the network, via AU on my MBP. However, when this does happen, the wifi seems to work OK. Can anyone explain why this might be so, and how to remedy this issue?
In a word.
Yosemite
The fix is to use a better OS.. eg anything before Yosemite.
Sorry but Yosemite is bug filled and causes wireless issues.. take a quick look around this discussion.. 3 out of 4 issues will be yosemite since it came out.
On old laptop and especially if you upgrade installed.. then you really need to go back to earlier OS.. or at least clean install Yosemite and try again.
It can actually cause issues in combo with your iOS 8 due to the new handoff protocols which apple need to work a lot harder on fixing.
Problems in wireless with yosemite.
AWDL
https://discussions.apple.com/thread/6693499
http://help.apple.com/deployment/ios/#/apd8fc751f59
Turn off the computer.. reboot the TC.. do any other other devices have issues? Panasonic TV or Sonos?? if not the computer is the cause.
You might alleviate some of the worst effects by setting up the TC again.
Please use the following.
1. TC main name really short.. eg TCgenx (x actual number of the Gen if you like).
2. Set wireless names TC24ghz and TC5ghz.
3. Lock the wireless channels so they cannot change. eg use 13 or 11 for 2.4ghz
Use 100 for 5ghz.. but whatever works for you..
4. Test with no security.. briefly to make sure that all is working.
5. Set security as soon as you can.. WPA2 personal.. 8-20 character password no spaces.. no non-alphanumeric characters.. mixed case and numbers.

BT Infinity resync

We have used BT Infinity for a while and performance is good when it works. The problem we have is that the router seems to disconnect all wireless connections for a short period and I can only assume that this is because the system is resynching with the network. I suspect that some users would not notice but as a user of Spotify and business VPN you see connections fail. The iPod Touch will often find the local BT Openzone wireless as a alternative. Previous AOL system never had this problem.
BT say that the system does this to optimise the connection speed. I have a Home hub 2 running the latest firmware - factory setup with the exception that we have changed the wireless channel to 8. The call we made to BT Support rather unhelfully suggested resetting hub to default settings. Is there a system log that can be used to determine why the system seems to go offline?
Would appreciate guidance on this. My wife has suggested that we are guinea pigs for a service that is not proven and reliable. I want the speed of infinity but am starting to believe she could be right!
Thanks

If it is only wireless connections I would assume it is noting to do with infinity. It could just be the router. Does you wireless connection drop or just your Internet? If the Internet connection was resyncing you would loose Internet connection but not network connectivity

Infinity latency issue (Evening) - NI

Hi all,
I am currently having issues with our Infinity with regards to our ping/latency (I see other forum users are not that far off with related issues) and any help would be appreciated. The issue has being ongoing for the last few weeks causing online gaming to become hugely frustrating as a FPS gamer. Our Infinity is FTTC only with Copper to the house with the BT cabinet located on the street behind us (Aprrox. 300 yards) and currently run a Homehub 2 with the Openreach modem on the unlimited Infinity package (2?).
I have being monitoring our ping over the last number of nights, and as like a few other forum users, my issue seems to arise in the evening so far - 6:30PM onward (I will have to monitor weekends during the day and night).
Ping to UK and EU servers used to be great, always on the good side of 35ms. Now, EU servers has turned into a lag fest after 6:30PM and my ping can be anywhere from 70/80ms to 120ms depending on the night and UK servers has crept up to around 50ms and a bit more at times.
I have done the BT wholesale speed tests and the results are below:
As an example below is a trace route done on a COD German server done before 6:30PM tonight:
Tracing route to 176.57.141.240 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms api.home [192.168.1.254]
2 * * * Request timed out.
3 * 17 ms 18 ms 31.55.185.197
4 18 ms 18 ms 17 ms 31.55.185.232
5 21 ms 23 ms 23 ms 195.99.127.16
6 19 ms 19 ms 19 ms 194.72.31.135
7 19 ms 19 ms 18 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
8 19 ms 19 ms 19 ms 193.159.165.81
9 34 ms 34 ms 33 ms f-ed8-i.F.DE.NET.DTAG.DE [217.5.95.126]
10 34 ms 33 ms 33 ms dtag.ociris.com [80.95.152.123]
11 33 ms 33 ms 33 ms 176.57.141.240
Trace complete.
And same server done at 9:00PM (Ping show in trace is pretty reflective of in game latency/ping):
tracert 176.57.141.240
Tracing route to 176.57.141.240 over a maximum of 30 hops
1    <1 ms    <1 ms    <1 ms api.home [192.168.1.254]
2     *        *        *     Request timed out.
3    18 ms    17 ms    17 ms 31.55.185.197
4    18 ms    17 ms    18 ms 31.55.185.232
5    22 ms    23 ms    23 ms 195.99.127.16
6    19 ms    19 ms    19 ms 194.72.31.135
7    18 ms    18 ms    18 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
8    21 ms    19 ms    19 ms 193.159.165.81
9   102 ms   102 ms   103 ms f-ed8-i.F.DE.NET.DTAG.DE [217.5.95.126]
10   116 ms   115 ms   114 ms dtag.ociris.com [80.95.152.123]
11   112 ms   111 ms   113 ms 176.57.141.240
Trace complete.
Hopefully I haven't left anything out.

I know this isn't what you are going to want to hear, but BT are responsible for everything up to roughly hop 7. Hop 8 could possibly belong to BT but hop 9 appears to have crossed into the ownership of dtag.de (Deutsche Telecom). This probably means the problem is either the link between Deutsche telecom and BT, or more likely, a problem within Deutsche telecom themselves.
I don't think BT will be able to help you with this.
When you are getting the issue on the German COD server, can you try quitting and connecting to a UK COD server to see if you have the same issue. I am fairly certain you won't have the same problem as you won't be routing through the faulty equipment.
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For Moderators: BT infinity Speed Issue 12 MAY 201...

This will primarily for the BT customer forum mods, but anyone can chip in to solve my particular and unfortunately common issue..
My postcode is E14 3TA and I joined BT Infinity option 2 (76/19) in November, I passed the initial 10 days with no problems and getting speedchecks of 66-67 Mbps.
However last 3 days problems have started to occur, this occured after I experianced an outage on 09 May 2014 for about 3-6 hours. The DSL light on the BT modem was not lit and the broadband light on the BT HH3 kept flashing. Calling BT customer didn't help, with the usual script reading and treating me like a complete idiot.
I noticed the WIRED speeds now to be between 20-22Mbps despite using the HH3. Here is what I have done
I have used BT's own speedchecker and line fault checker (http://diagnostics.bt.com) and results are:
I have also used BT wholesale performance tests (http://speedtest.btwholesale.com/) and the results are as follows:
and lastly BT ADSL checker (https://www.btwholesale.com/includes/adsl/main.html) results are:
Finally I performed the line noise test on 17070 from my phone and there is some back ground noise but not that much.
I have updated my HH3 firmware and non of my hardware have been handled incorrectly i.e not dropped.
HH3 is type B
Infinity Modem is ECI telecom Ltd,
Description; NGA ECI-CPE- Modems type 1B
Model B-Focus-V 1FUb/r Rev. B Manufactured 10/2012
I also tried using a Netgear N900 to test the connection and the speed test are almost identical. This despite powercycling all my hardware, reseting everything and leaving everything on constantly.
The line was previously slow and was due to a fault with the DSLAM in Jan 2013 which was replaced and everything went back to normal.
I would appreciate some assistance in getting my IP profile reset at the very least and/or finding any fault in my line. Thank you

Have you tried another browser, reason I ask is a few months ago I upgraded from IE10 to IE11 and was getting the red line in the btperformance tester, when I removed IE11 speed went back to normal, I only solved this when I tried Firefox.
As they have said ip profile is good, but it does say the accepable range for your line is 40Mbps to 64.15Mbps and your only getting 20, so that in my eyes is not acceptable, and I take it you can't get your stats from ECI modem?
don't give up is what I say
Stephen

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/
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 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.
Use userid [email protected] and password BT.
This will rule out the Homehub as a problem.
If you found this post helpful, please click on the star on the left
If not, I'll try again

BT Infinity Latency Issues for Gamers

Ok well after 2 months of getting BT Infinity installed, (due to admin problems), all is working great. Getting Bandwidth of about 30Mbs great.
The problem is online gaming, you need split second timing to play the game, so that means low latency.
Over 2 weeks or so its got worse and worse, 150ms and above it is un-playable online. I am getting on average about 250-300ms at night, gaming.
On my old adsl wired bt broadband I was getting on average 45ms. This was on my old system.
I think the system is trying to optimise for maximum bandwidth, and therefore comprimising on latency.
There must be a way technically to optimise for low latency at the expense of bandwidth.
I have raised and call and managed to fight my way through to Tier 2 support, (at least they understand the terms I am using yay). There are other gamers with the same problem, and there is an investingation this week.
If there is no solutions then its back to ADSL wired 3Mbs broadband for me but at least I will get 50ms latency.
Will keep you posted, this will be a big blow to BT Infinity for online gamers if they cant fix it
Cheers

Darkvil wrote:
Ok well after 2 months of getting BT Infinity installed, (due to admin problems), all is working great. Getting Bandwidth of about 30Mbs great.
The problem is online gaming, you need split second timing to play the game, so that means low latency.
Over 2 weeks or so its got worse and worse, 150ms and above it is un-playable online. I am getting on average about 250-300ms at night, gaming.
On my old adsl wired bt broadband I was getting on average 45ms. This was on my old system.
I think the system is trying to optimise for maximum bandwidth, and therefore comprimising on latency.
There must be a way technically to optimise for low latency at the expense of bandwidth.
I have raised and call and managed to fight my way through to Tier 2 support, (at least they understand the terms I am using yay). There are other gamers with the same problem, and there is an investingation this week.
If there is no solutions then its back to ADSL wired 3Mbs broadband for me but at least I will get 50ms latency.
Will keep you posted, this will be a big blow to BT Infinity for online gamers if they cant fix it
Cheers
Hi there,
I'm just tossing my £0.02. Have you considered that there could be congestion at your exchange/gateway?
I had Infinity installed on Friday (I'm on the LNADK exchange) and below is the ping/jitter test that I did about 10 minutes ago.

BT Infinity Installation Issues

Hi there,
I've been trying to get the Customer Support line to make sense of my issue and after talking to 7 different people with no luck I'm hoping this medium may help me out, and perhaps confirm a few things/suggest my next steps!
Today I had my BT Infintiy install, with the HomeHub 5 & YouView received the day before. Unfortunaly I was not around for the install but did leave requests/information with my better half that were relayed to the install engineer.
The main socket is located in the hall and I am totally fine with having the HomeHub here - the YouView box had been setup in the lounge using TP Link adapters. I left the message stating this and said any troubleshooting that may be required can be done using a long buzzed out ethernet cable - he even unplugged the TP links (connecting from YouView to Homehub)
The main socket has been changed to allow the smaller RJ11 (to connect the modem/router) and also another one for the 'normal' phone connection. But this is where things get a little strange...
The HomeHub wasn't there.. its was installed in the Lounge next to the YouView.
But, the engineer had changed the phone face plate in the lounge to the smaller RJ11 connection type and then connected up an OpenReach Modem. This then connected to not the HomeHub5, but the HomeHub 4 orginally installed on the 6mbps service! I only noticed this when grabbing the card off the back to re-setup the Wifi and saw the SSID contained HomeHub4!
The HomeHub 5 was still in the box, untouched.
I've now unplugged the OpenReach modem and plugged the HomeHub5 into the master socket - I'm guessing this has a filter built in as all phones/broadband seems OK without the microfilter.. please correct me if I'm wrong on this! The TPLinks are plugged back in and the YouView box is working fine.
My issues with the above are:
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- I have no idea what the guy was thinking with the OpenReach white modem.. the HomeHub4 has one built in (and was connected to the master socket without that anyway!)
I've not managed to get anyone on the support team to understand the issue and I keep getting put through to Broadband support, who say they can't help; who pass me to Customer Serivces, who I ask to put me through to the Phone Team (as instructed by the Broadband team) and then the loop continues.
If anyone could confirm if I've overlooked anything in returning the HomeHub back to the (also changed) Master Socket that would be great; and even better if a Mod could help me progress this that would be even better!
Cheers

Hi both,
Firstly thanks for your replies
I'm afraid I haven't got any further with BT support; and the plot seems to thicken slightly
I've taken on board the comments and can confirm that if a 'data extension' socket was ran, it wasn't using an external cable but appears to be piggy backing off the master socket.. the one in the lounge presents a rj11 connection rather than him running an rj45 along the wall or similar..
So with the BT HH5 plugged into directly into the top connection (rj11 small) of the BT MK2 I get the following:
6. Data rate: 14180 / 56301
7. Maximum data rate: 14245 / 56744
8. Noise margin: 6.1 / 6.6
9. Line attenuation: 0.0 / 20.3
10. Signal attenuation: 0.0 / 20.2
I was slightly disappointed with the above speed initially as I was expecting to get closer to the clean A range shown below (I live in a new build property about ~150 meters from the developments own PCP, which then has fibre back to the exchange which is around 5000m I'd say:
FTTC Range A (Clean) 79.6 59.9 20 19.6 -- Available
FTTC Range B (Impacted) 70.3 41.3 20 13.9 -- Available
So, I thought I'd have a go at connecting the HH5 to a filter and then into the test socket:
6. Data rate: 15770 / 64780
7. Maximum data rate: 15801 / 65178
8. Noise margin: 6.0 / 6.7
9. Line attenuation: 0.0 / 18.6
10. Signal attenuation: 0.0 / 18.6
Although it's not the be all and end all of an improvement it is better than before.. do you think the internal wiring warrents a closer inspection?
Again, many thanks in advance

BT Infinity Installation Issue

Hello
Im a new BT customer, and I had my BT appointment for installation last Friday (16th May) to install Phone and Infinity. When the Kelly engineer arrived, he said the line had a fault on it, and that Infinity wouldnt "sync" or something like that, and that my line would need new pairs? So he said he couldnt do that only an openreach engineer could. So he would have to raise it with openreach, and another appointment would be required.
I have since received my appointment (2nd June), which is totally unacceptable, as I need access to the internet as I work from home a lot( or at least I did!!). I have tried contacting customer services, and being passed around from pilar to post...eventually I got through to some who I thought was helping....only for them to state that there are no earlier appointments, and that I would have to wait.
As you can imagine, my first experience of BT is not a good one....and perhaps I am remembering the reason I left in the first place.....terrible customer service!
In addition the Kelly engineer said he would switch me back to Sky....which he obviously didnt, as my number and service is ceased with Sky. Not a good experience.
Dean

it says...
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
32.8
23.8
7.5
5.9
Available
FTTC Range B (Impacted)
25.6
13
7.1
3.6
Available
WBC ADSL 2+
Up to 13
7.5 to 17.5
Available
WBC ADSL 2+ Annex M
Up to 13
Up to 1
7.5 to 17.5
Available
ADSL Max
Up to 6.5
5.5 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
Copper Multicast
Available

Another infinity question/issue!!

I had infinity installed today, and im a bit concerned about the initial speed, was told i should get 34 meg download, on first test i got 6meg! this is the proposed from cabinet to my house.
Available ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
Featured Products
WBC FTTC
Up to 35.1
Up to 6
Available
WBC ADSL 2+
Up to 3
2 to 6
Available
WBC ADSL 2+ Annex M
Up to 3
Up to 0.5
2 to 6
Available
ADSL Max
Up to 2.5
1.5 to 5
Available
WBC Fixed Rate
1
Available
Fixed Rate
1
Available
Other Offerings
Fibre Multicast
Available
so is it normal for it to be this low, then slowely creap up over 10 days(keep hearing about 10 day settling period?)

thanks for the reply......
wired on the machine i do the speed test on.
so tested this morning about 7am, and got 34meg? i have been at work so got my daughter to test every now and then, and she got between 24 and 18 meg download.
i have just done another and got this, its better than yesterday? im hoping that im being premature in panicking, and it will settle over a few days?
do you think thats the case!
1. Best Effort Test: -provides background information.
Download Speed
16.67 Mbps
0 Mbps
34.93 Mbps
Max Achievable Speed
Download speedachieved during the test was - 16.67 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-34.93 Mbps .
Additional Information:
IP Profile for your line is - 34.93 Mbps
2. Upstream Test: -provides background information.
Upload Speed
8.81 Mbps
0 Mbps
20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 8.81Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Infinity Resyncing issues

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