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Unable to resolve DNS and 400+ms ping time

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

Just had a bad session..... here is the trace route

RichardB
Seasoned Champion
Posts: 1,038
Thanks: 385
Fixes: 39
Registered: ‎19-11-2008

Re: Unable to resolve DNS and 400+ms ping time


@floods wrote:

Hi, please find attached a diagram of the JL router and my router config. I have done this so that I can easily change broadband providers without have to reconfigure my own network which seems to expanded very quickly and I expect more changes with more and more devices requiring a network connection. Also I do not trust the security of any ISP router.

I have done nothing to the JL router, it is preconfigured out of the box and just need to wait for it register with the network. Then my router is a Cable router (ethernet WAN connection) and that is connected to one of the LAN ports of the JL router, the IP address is connected via DHCP and wireless is disabled. Also the netgear router detected that there was another router between it and the internet and changed its IP subnet.

All routers employ NAT and include a firewall, so there is no issue with conflicts in IP addressing or the JL router being able to see devices other than the WAN port of the netgear router. When I get a new ISP I simply swap out the JL router with the new one and I don't have to go around the growing number of devices to ensure the network connection is established.


 

Understood. However, this is a suboptimal configuration.

I use my own router but I use my router to manage the PPPoE authentication to PN.

 

If you wish to keep the Netgear router then:

My advice is that you either use the JL router as a modem only, [See http://www.kitz.co.uk/routers/zyxel_VMG8324-B10A_bridge.htm] or use an OpenReach HG612 modem you may already have one from a previous ISP).

Then connect the Netgear WAN port to the modem and configure the Netgear to PPPoE mode & use the PN supplied credentials.

 

However, whilst you have the current config, you have easy access to the VMG8324 modem/line stats. Can you post them here?

Do you have a static IP with PN?  If so do you have the Thinkbroadband ping graph running?

This would show any time varying latency between TBB & your connection.

 

The supplied trace routes show a problem but do not allow the problem to be isolated.

All I can say is that problem is between your LAN and one of the PN network routers.

I suspect you have an FTTC line issue, perhaps noise / errors that are causing the extended ping times.

 

Perhaps a PN staff member could post your connection stats as seen from their end?

 

As you have a VMG8324 and if you are interested in how your line is performing, check out DSLstats and MyDSLWebStats

http://forum.kitz.co.uk/index.php?board=46.0

http://dslstats.me.uk/index.html

https://www.mydslwebstats.co.uk/

 

With a little effort you can log your line behaviour 24 hours a day!

 

Regards

Richard

 

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,869
Thanks: 4,950
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Registered: ‎04-04-2007

Re: Unable to resolve DNS and 400+ms ping time


@RichardB wrote:
I suspect you have an FTTC line issue, perhaps noise / errors that are causing the extended ping times.


The line isn't the most stable, but I wouldn't attribute the occasional drop to the issues the OP is reporting:

Session Started	        Session Ended	        Session Duration
06:23 20/Sep/2017	N/A	                2 Days, 5:48:29 (on going)
16:14 17/Sep/2017	06:22 20/Sep/2017	2 Days, 14:8:2
22:12 16/Sep/2017	16:14 17/Sep/2017	18:2:11
21:17 16/Sep/2017	22:06 16/Sep/2017	0:49:14
08:18 16/Sep/2017	21:16 16/Sep/2017	12:57:43
14:14 14/Sep/2017	08:18 16/Sep/2017	One Day, 18:3:37

 

There are some errors reported but the headline speeds are in line with estimates:

kbd.jpg

 

Before we investigated any potential faults, it would be wise that you remove the Netgear device from the equation to simplify matters.

An interim step would be to do as @RichardB has suggested and put the Zyxel into bridge mode.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

I would agree that once the connection is made I am seeing the expected line speed...... its saturday affernoon and we have had repeated "Unable to reach DNS" I have attached a tracert run from the LAN port of the JL router, there is still a number of long delays..... see attached.

I am going to relocate the router closer to the Master socket (which has a BT faceplate including the filter).

Sean

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

So, the JL router is closer to the BT Master socket with a MK2 micro-filter front plate.

it is slightly better but not great...... see tracert attached

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

It seemed too good to be true........ some bad connections....

see attachment to trace route to IP addresses.

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

C:\Users\Sean>time /T
17:26

C:\Users\Sean>tracert 212.159.13.49

Tracing route to cdns01.plus.net [212.159.13.49]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 1 ms 1 ms <1 ms 192.168.1.1
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 * * 3404 ms cdns01.plus.net [212.159.13.49]

Trace complete.

C:\Users\Sean>time /T
17:33

C:\Users\Sean>
C:\Users\Sean>

bobpullen
Community Gaffer
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Re: Unable to resolve DNS and 400+ms ping time

That last example looks to me like the connection dropped. The example from post 20 is perfectly fine, nothing wrong there. The first few non responsive hops are expected.

I'm now wondering what the network utilisation is like when you're experiencing problems. I'd check but I'm not going to be back in the office for a few days at least.

Upload saturation would lead to the symptoms you're witnessing.

Failing that, it's probably time to raise a fault, but it really would be in your best interests to put the Netgear to one side for the duration of the investigation. Charged engineer visits are costly if the issue does end up being something local.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

While this chat has been going on, I have also had a ticket running with the John-Lewis support team, their response has been very poor, they have done some basic checks during the working day and as shown in this thread the problems don't emerge during the day.

Before Joining John Lewis we were on BT Fibre, this service worked perfectly without any kind of technical support. Then we joined John Lewis Broadband a few weeks ago, we have only had a few evenings where Netflix and Amazon worked, this is really disappointing.  For some reason BT Wholesale seem to be providing a substandard service (poor network routing) to PlusNet.

I have now reconfigured my home network so that I have the JL router close to the BT Master Socket and used the leads provided with the router. I have a PC connected via a wired connection to the JL router. Since this master socket and Microfilter front plate was working with BT less than a month ago I do not believe this is a local problem within the house.

I am very close to raising a customer complaint about the tech support and regret making the switch to John Lewis and Plus net. I have invested a lot of time to try to identify the problem, initially we had a duff router which took a few days to resolve and now the time to resolve DNS entries is so excessive that the streaming services are not working.

So, my rant is over, hopefully I will get this resolved one day either by luck or when some tech can figure the problem out.

Sean

 

bobpullen
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Re: Unable to resolve DNS and 400+ms ping time

So, have you tried removing the Netgear from the equation entirely? What about trying in bridge mode?

The Wholesale service we're provided with is no different to BT Consumer's.

If the issue is slow DNS resolution, then how long does it take to resolve a domain from a command line using the PC wired to the JL router when the issue is evident? e.g:
> nslookup BBC.co.uk

I assume there's no wireless connection configured from the PC to the Netgear that may be operating in parallel?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

I had a quick go with NTP server first and this is the result....

C:\Users\Sean>time /T
17:33

C:\Users\Sean>tracert ntp.plus.net
Unable to resolve target system name ntp.plus.net.

C:\Users\Sean>nslookup ntp.plus.net
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 212.159.6.9

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:\Users\Sean>

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

Then 5 minutes later.....

C:\Users\Sean>time /T
17:36

C:\Users\Sean>tracert ntp.plus.net

Tracing route to ntp.plus.net [212.159.13.50]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 26 ms 25 ms 25 ms be3-3106.psb-ir02.plus.net [195.166.143.140]
5 25 ms 24 ms 24 ms cdns02.plus.net [212.159.13.50]

Trace complete.

C:\Users\Sean>nslookup ntp.plus.net
Server: cdns01.plus.net
Address: 212.159.6.9

Non-authoritative answer:
Name: ntp.plus.net
Addresses: 212.159.13.49
212.159.6.9
212.159.13.50
212.159.6.10


C:\Users\Sean>

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

Again at 20:19.... and Amazon Video is not working

C:\Users\Sean>time /T
20:17

C:\Users\Sean>tracert ntp.plus.net

Tracing route to ntp.plus.net [212.159.13.50]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 706 ms 27 ms 25 ms be3-3106.psb-ir02.plus.net [195.166.143.140]
5 * * * Request timed out.
6 2496 ms 25 ms 24 ms cdns02.plus.net [212.159.13.50]

Trace complete.

C:\Users\Sean>nslookup ntp.plus.net
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 212.159.6.9

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
Non-authoritative answer:
Name: ntp.plus.net
Addresses: 212.159.6.10
212.159.13.49
212.159.6.9
212.159.13.50


C:\Users\Sean>

floods
Dabbler
Posts: 22
Thanks: 2
Registered: ‎17-09-2017

Re: Unable to resolve DNS and 400+ms ping time

No Netflixs......

C:\Users\Sean>tracert ntp.plus.net

Tracing route to ntp.plus.net [212.159.13.50]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 611 ms 25 ms 25 ms be3-3106.psb-ir02.plus.net [195.166.143.140]
5 * * * Request timed out.
6 1750 ms 25 ms 25 ms cdns02.plus.net [212.159.13.50]

Trace complete.

C:\Users\Sean>nslookup bbc.co.uk
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 212.159.6.9

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:\Users\Sean>time /T
21:13

C:\Users\Sean>

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,869
Thanks: 4,950
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Registered: ‎04-04-2007

Re: Unable to resolve DNS and 400+ms ping time

Are the Netflix/Amazon services running on the wired PC? If not, then these traces aren't going to be reflective of what's happening.
You also haven't answered the questions in my preceding post?
The results you've posted don't show a consistent issue. One minute you're able to resolve a host name, the next you're not.
If we're to find out what's going on here, then we really need to strip things back. I'm still not convinced you haven't got two DHCP servers on the network.
What is the output from an 'ipconfig /all' on the wired PC?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵