More BT Infinity issues, no surely not?

Fragil1ty · 23 Oct 2015 at 14:57

So I'm going to try and keep this as short as I can.

About 2-3 weeks ago I went ahead and ordered a new router from BT as my (now old BT HH5) wasn't performing as well as it should, it was facing issues such as:

* Slow WiFi speeds sometimes
* Lack of 5GHz connectivity
* Random WiFi drop outs

And a few other small time errors. So I went ahead and ordered a new one, it arrived and all was well, until different issues started to arise, such as:

* Router completely going off into the 'orange' light mode
* Wifi issues e.g. Lag when it is completely fine and no heavy network activities are taking place, e.g. large scale downloads/uploads
* Wifi speeds plummeting along with terrible ping, etc.

This is my typical pings, when the net is working as intended:

$ ping -t www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.66] with 32 bytes of data:
Reply from 212.58.244.66: bytes=32 time=24ms TTL=52
Reply from 212.58.244.66: bytes=32 time=23ms TTL=52
Reply from 212.58.244.66: bytes=32 time=22ms TTL=52
Reply from 212.58.244.66: bytes=32 time=20ms TTL=52
Reply from 212.58.244.66: bytes=32 time=16ms TTL=52
Reply from 212.58.244.66: bytes=32 time=18ms TTL=52
Reply from 212.58.244.66: bytes=32 time=17ms TTL=52
Reply from 212.58.244.66: bytes=32 time=16ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52
Reply from 212.58.244.66: bytes=32 time=15ms TTL=52
Reply from 212.58.244.66: bytes=32 time=15ms TTL=52
Reply from 212.58.244.66: bytes=32 time=14ms TTL=52

And then no more than 5 minutes later, this:

$ ping -t www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.26] with 32 bytes of data:
Reply from 212.58.244.26: bytes=32 time=304ms TTL=52
Reply from 212.58.244.26: bytes=32 time=225ms TTL=52
Reply from 212.58.244.26: bytes=32 time=146ms TTL=52
Reply from 212.58.244.26: bytes=32 time=66ms TTL=52
Reply from 212.58.244.26: bytes=32 time=294ms TTL=52
Reply from 212.58.244.26: bytes=32 time=215ms TTL=52
Reply from 212.58.244.26: bytes=32 time=135ms TTL=52
Reply from 212.58.244.26: bytes=32 time=56ms TTL=52
Reply from 212.58.244.26: bytes=32 time=283ms TTL=52
Reply from 212.58.244.26: bytes=32 time=204ms TTL=52
Reply from 212.58.244.26: bytes=32 time=124ms TTL=52
Reply from 212.58.244.26: bytes=32 time=44ms TTL=52
Reply from 212.58.244.26: bytes=32 time=272ms TTL=52
Reply from 212.58.244.26: bytes=32 time=191ms TTL=52

This is roughly the speeds that I am getting when the WiFi goes like this:

And here is what it is normally:

I've rung up BT 3 times, all 3 times they go through the same procedure.

DPA > Run line tests > Advise me that these tests will be run in the background over the next 48 hours > Advise that I'll be contacted after that 48 hour period.

I think it's a Router issue, but I'd rather not go out and spend money on a new router when the HH5 'should' be doing it's job. I could go to Powerline adapters (I already have them installed), but the reason that I went out and spent £50+ on a WiFi card was because of the fact that PL adapters can from to time drop their connection and this is an annoyance.

Things I've tried?

* Resetting the router, this usually does solve out the issue, but I'd like to get to the bottom of this
* Different channels for both 2.4 and 5GHz bandwidths
* Different drivers on my end, in case that was an issue

Anyone have any ideas what is going on? Any help would be greatly appreciated.

opethdisciple · 23 Oct 2015 at 15:10

What I would do is plug PC in using an Ethernet cable for a few days to see if issue clears up.

If it does then it shows that your routers connection is fine and the cabinet your also connected to is also fine.

If this proves to be just fine, then it's time to work out why your WiFi is erratic.

Too many devices, too far away, could try different channels. Or better yet, time to buy a better router with a better quality WiFi.

I would also set static DNS on my network ports pointing at Google. (8.8.8.8, 8.8.4.4)

On Holiday · 23 Oct 2015 at 15:14

Download and use WinMTR.

This will help determine whether the issue is at your router or not.

You didn't buy a new HH5 to replace a faulty HH5 did you? They really are unreliable and rubbish.

ASUS do decent priced routers with great WiFi.

Fragil1ty · 23 Oct 2015 at 15:15

opethdisciple said:
What I would do is plug PC in using an Ethernet cable for a few days to see if issue clears up.

If it does then it shows that your routers connection is fine and the cabinet your also connected to is also fine.

If this proves to be just fine, then it's time to work out why your WiFi is erratic.

Too many devices, too far away, could try different channels. Or better yet, time to buy a better router with a better quality WiFi.

I would also set static DNS on my network ports pointing at Google. (8.8.8.8, 8.8.4.4)

Yeah I already use Google's DNS. What is a good router to get? Payday is just around the corner, so I may as well just make the plunge.

On Holiday · 23 Oct 2015 at 15:16

Asus RT-N66U

opethdisciple · 23 Oct 2015 at 15:20

All good advice, but first eliminate the problem is with your line by using a wired connection for a time.

Otherwise your buy another router and still find you have the same issue.

Fragil1ty · 23 Oct 2015 at 17:23

opethdisciple said:
All good advice, but first eliminate the problem is with your line by using a wired connection for a time.

Otherwise your buy another router and still find you have the same issue.

Yeah that's true. I'll use wired for a little while and see if the same issues is persistent, thanks for the advise thus far guys, really appreciate it.

baron02 · 23 Oct 2015 at 18:59

I had this issue with BT and have managed to get a resolution but had to email the CEO of BT to get somewhere, it turned out that the svlan circuit I was on had high utilisation and had to move to a less busier circuit and server was also swapped over.

Fragil1ty · 24 Oct 2015 at 17:00

baron02 said:
I had this issue with BT and have managed to get a resolution but had to email the CEO of BT to get somewhere, it turned out that the svlan circuit I was on had high utilisation and had to move to a less busier circuit and server was also swapped over.

Would this not be solved by a new router though? as this was not an issue on my old BT Router. But here is when it happened recently, these are the pings from my WiFi, yet again:

$ ping -t www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.71] with 32 bytes of data:
Reply from 212.58.244.71: bytes=32 time=82ms TTL=53
Reply from 212.58.244.71: bytes=32 time=307ms TTL=53
Reply from 212.58.244.71: bytes=32 time=229ms TTL=53
Reply from 212.58.244.71: bytes=32 time=150ms TTL=53
Reply from 212.58.244.71: bytes=32 time=74ms TTL=53
Reply from 212.58.244.71: bytes=32 time=297ms TTL=53
Reply from 212.58.244.71: bytes=32 time=220ms TTL=53
Reply from 212.58.244.71: bytes=32 time=500ms TTL=53
Reply from 212.58.244.71: bytes=32 time=60ms TTL=53
Reply from 212.58.244.71: bytes=32 time=283ms TTL=53

And from my Ethernet via: Powerline adapters:

$ ping -t www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.70] with 32 bytes of data:
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=20ms TTL=53
Reply from 212.58.244.70: bytes=32 time=20ms TTL=53
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=18ms TTL=53
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=17ms TTL=53
Reply from 212.58.244.70: bytes=32 time=17ms TTL=53

It's really annoying to be honest.

Danny091 · 24 Oct 2015 at 17:12

Was that done basically the same time? That looks like a wifi issue :|

Caged · 24 Oct 2015 at 17:12

If your wired clients have no issues then just send the router back for a refund. You've already attempted to resolve the issues with the company who's logo is stamped on the product, and they can't help you.

Fragil1ty · 24 Oct 2015 at 18:38

Danny091 said:
Was that done basically the same time? That looks like a wifi issue :|

They were done literally 30 seconds part.

Test done on WiFi > Turned off WiFi > enabled Ethernet (Powerline adapters) > did the test again.

Le sigh, it's getting a bit tedious though because of the fact that every time we get a new router, everyone in the house has to re-connect over and over and it's just becoming more trouble than it's worth at this point. Lol.

opethdisciple · 24 Oct 2015 at 19:21

I don't like the sound of those 'power line adapters'. When I said connect via Ethernet I meant a direct connection from PC to router.

Do the power line adapters get their connection via Wifi?

Fragil1ty · 24 Oct 2015 at 21:02

opethdisciple said:
I don't like the sound of those 'power line adapters'. When I said connect via Ethernet I meant a direct connection from PC to router.

Do the power line adapters get their connection via Wifi?

I can't do that and Powerline adapters work like this:

You connect 1 downstairs to the router via: Ethernet and then plug it into the wall and then the same for the other one upstairs, but the ethernet upstairs is obviously plugged from the PL adapter to the computer. They're powered through the wallsockets.

Danny091 · 24 Oct 2015 at 21:29

If your not having the issue through the powerline's then it must be something to do with the wifi. Does this happen to all wifi devices or just your computer?
Have you got a laptop you could try running the tests on when the wifi is playing up on the pc for example.

Fragil1ty · 24 Oct 2015 at 21:55

Danny091 said:
If your not having the issue through the powerline's then it must be something to do with the wifi. Does this happen to all wifi devices or just your computer?
Have you got a laptop you could try running the tests on when the wifi is playing up on the pc for example.

I tried it on my iPhone and the same issue was there, but the ping there was close to like 800+ms.

I don't have a laptop to be doing it off though, I could try and lend one of the families and then go from there. I'm just going to contact BT on Monday and then get them to send me out a replacement, I've called 3 times and they just do 'tests' and it's not on, tbh.

Danny091 · 24 Oct 2015 at 22:07

Did you pay for the replacement? If you did id want my money back tbh. You'd be better off getting an openreach modem off the bay and an asus n66u or something like that.

Fragil1ty · 24 Oct 2015 at 23:07

Danny091 said:
Did you pay for the replacement? If you did id want my money back tbh. You'd be better off getting an openreach modem off the bay and an asus n66u or something like that.

I didn't thankfully. I've currently got the BTHH5-Type B. My previous was a Type A, not sure if this has any relevance to performance or not though.

I've still got my openreach modem and original HH3, so I could always go back to them if issues get any worse.

bitsNbobs · 25 Oct 2015 at 02:53

Sounds like a wifi issue to me. some questions..

What channel is the hub using?
Is there a lot of neighbours wifi acess points around you, how many?
What channel do they use?

This may be totally unsolvable even with a new router. If there is more than two dozen or so using the same channel or on auto channel and regularly switching overlapping with yours you are basically screwed and will never get 100% reliable wifi.

Same thing used to happen where i work surrounded by another 100 or so firms. Network was hardwired which was fine for desktops you could not use any wifi device reliably though.

Theres simply only a finite amount of space per channel on 2.4 and 5ghz.

Fragil1ty · 25 Oct 2015 at 15:19

bitsNbobs said:
Sounds like a wifi issue to me. some questions..

What channel is the hub using?
Is there a lot of neighbours wifi acess points around you, how many?
What channel do they use?

This may be totally unsolvable even with a new router. If there is more than two dozen or so using the same channel or on auto channel and regularly switching overlapping with yours you are basically screwed and will never get 100% reliable wifi.

Same thing used to happen where i work surrounded by another 100 or so firms. Network was hardwired which was fine for desktops you could not use any wifi device reliably though.

Theres simply only a finite amount of space per channel on 2.4 and 5ghz.

What channel is the hub using?
Channel 11 on 2.4GHz & Channel 48 on 5Ghz (Manually selected by me, non-overlapping signals and what not)

Is there a lot of neighbours wifi acess points around you, how many?
Not too many, at the time of replying to this message, these are the following networks visible:

BTHub5-NZJ6 (Me)
BTHub5-NZJ6.5 (Me)
BTWifi-with-FON
BTWifi-X
Sky90257

What channel do they use?
1 according to inSSIDer, the BT Wifi -x etc, they are part of my internet, so they obviously use the same channel as myself.

This may be totally unsolvable even with a new router. If there is more than two dozen or so using the same channel or on auto channel and regularly switching overlapping with yours you are basically screwed and will never get 100% reliable wifi.

The Wifi was fine prior to this, none of these interrupting issues, no disconnects, the only issue that I had with WiFi was that I was unable to get full-speeds on my OLD wifi card and a lack of connection via: 5Ghz Wireless.

But no, there is not a lot of other Wifi channels around where I live, not as far as I can determine via Xirrus or inSSIDer. I'm starting to think it's an issue with the 5GHz band, I only get 1 bar when on that band anyway, 4/5 bars when on traditional 2.4ghz, so maybe that has something to do with the issues, I really do not know.

I would like to also point out that, I cannot receive full-speeds on 2.4Ghz, not entirely sure why. But I can get full speeds 90% of the time when on 5.0GHz the 10% been attributed to the lag issues that have been displayed here. I'm currently using the ASUS PCE-AC56 which is a good top-end Wireless card.

I cannot have a direct Ethernet connection to the Router because the router is downstairs, which is next to the BT-TV box and a BT Infinity box/phone line was just unable to be installed in my bedroom apparently.