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Limited/no internet connection

Gazzertron
Dabbler
Posts: 16
Registered: 14-01-2014

Limited/no internet connection

Hello,
over the past couple of weeks our household have been experiencing intermittent internet drops, Windows 11 machines report 'limited connection', Windows 7 'no internet connection', it also affects android and IOS devices. The BT HH5 troubleshooting reports we are connected to the internet but only a reset of out HH5 fixes the issue.
I can ping both the DNS servers,
C:\Users\gw>ping 212.159.6.10
Pinging 212.159.6.10 with 32 bytes of data:
Reply from 212.159.6.10: bytes=32 time=12ms TTL=59
Reply from 212.159.6.10: bytes=32 time=12ms TTL=59
Reply from 212.159.6.10: bytes=32 time=12ms TTL=59
Reply from 212.159.6.10: bytes=32 time=115ms TTL=59
Ping statistics for 212.159.6.10:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 115ms, Average = 37ms

C:\Users\gw>tracert 212.159.6.10
Tracing route to FWDR-10.FWDR-6.FWDR-159.FWDR-212 [212.159.6.10]
over a maximum of 30 hops:
  1    2 ms    2 ms    2 ms  BThomehub.home [192.168.1.254]
  2    23 ms    11 ms    13 ms  195.166.128.183
  3    12 ms    11 ms    11 ms  212.159.2.164
  4  521 ms    11 ms    11 ms  212.159.0.196
  5    12 ms    11 ms    11 ms  195.166.129.41
  6    12 ms    11 ms    11 ms  FWDR-10.FWDR-6.FWDR-159.FWDR-212 [212.159.6.10]
Trace complete.
But if I try to ping google:
C:\Users\gw>ping www.google.co.uk
Ping request could not find host www.google.co.uk. Please check the name and try
again.
Is this a DNS issue (I cannot change it on the HH5) anyone have any ideas before I unpack the Plusnet router and BTOR modem?
Gary
5 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Limited/no internet connection

Have you tried setting the DNS servers in Windows rather than using the ones from the router
Gazzertron
Dabbler
Posts: 16
Registered: 14-01-2014

Re: Limited/no internet connection

Hello Jim,
thanks for the reply, no I have not tried that as yet but I will try it next time (if I can stop the rest of the family resetting the router)!
Gary
Plusnet Help Team
Plusnet Help Team
Posts: 4,949
Thanks: 418
Fixes: 149
Registered: 01-01-2012

Re: Limited/no internet connection

There's nothing I can see from our end either.
I'd recommend trying Oldjims advice and failing that connecting up our router and the Openreach modem.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Gazzertron
Dabbler
Posts: 16
Registered: 14-01-2014

Re: Limited/no internet connection

Hello,
the same thing happened this morning, I followed Oldjim's advice and changed the DNS on my Windows laptop to 8.8.8.8 and my laptop connected ok.
Its a bit of a pain to change everything (android needs an app), any ideas as to what is causing this?
A hard reset solved the DNS issue as per usual.
Gary
Plusnet Help Team
Plusnet Help Team
Posts: 4,949
Thanks: 418
Fixes: 149
Registered: 01-01-2012

Re: Limited/no internet connection

Normally we'd recommend setting the DNS in the router to save you having to change it for each device.
I'm not sure if that's possible on a BT Home Hub although I'm sure someone else will know.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team