Has anyone had broadband failure like this?

[user16]

I cannot connect to certain websites or I have limited access. Several websites just give me a ring of death. Others will give me text but no pictures. Some websites just give a blank screen.  On the other hand, Amazon works fine, Netflix works fine. I telephoned EE support and after several days of phone calls and an EE engineer visit I have been told my line is fine, my router is fine but needed a  factory reset. This seemed to correct the problem and I could connect to my banking app and see the BBC in glorious colour!

The following day after the engineer left, the same problem comes back. I have an internet connection but I cannot connect to my bank and websites like the BBC have gone back to text only.

My connection speed is fine (6Mbs/0.5Mbs which is good for us),

I can ping google.com with no packet loss and a round trip time of 35ms (again, good for our location). Same with BBC.co.uk but, alas, no pictures. I have gone through all the usual checks of turning off virus checkers, add blockers etc and tested on several devices on several operating systems. 

However, if I do a factory reset on the router again, everything is normal !! The only thing that has changed is my router ip address.

With problems: ip is on 31.127.##.##

Without problems: ip is on 46.69.##.##

EE seems to reset the ports at night so this will probably change again tomorrow. 

Has anyone else had this sort of problem? The last time I came across this was with Pipex back in the 1990s. After a month of support calls and testing, Pipex finally admitted that they had changed a server and not told us.

C 

[user16]

Nice to hear someone else is having the same problem just to for the sake of my own sanity.

I tried to contact EE support again but they refused to look into the issue until they sent another BT engineer to check the line. Very helpful chap and got rid of some of the noise on my landline but had no idea about resolving the issue with particular web sites.

If it is any help to anyone, recycling the power on the BrightBox for 5 minutes also seemed to change the public ip address back to an EE ip rather than a BT. I suppose this is slightly better than doing a factory reset each time the problem occurs.

Fingers crossed, I have been set to an EE ip address for 5 days now and no problems.

[XRaySpeX]

You don't even need to go as far as recycling the power on the router. You could just re-sync by DISCONNECT then CONNECT on the Advanced > BB Settings page.

[user16]

Thanks, XRaySpex. I did try that but if you don't leave a certain time interval, say 5 mins, it seems to keep the old ip address.

Besides, I don't think the average person who is unable to pay for her weekly shopping at Morrisons is going to be bothered to log in to the Advanced > BB settings page!

[Singer-783]

Yes User 16, I have the same problem.

The computer says that websites are taking too long to respond (Airbnb, Avery's, EE etc) text only from the BBC but youtube no problem. I've had an engineer who said all is good (8mgs) but it clearly isn't. Iwill try factory reset. Can't change provider as EE is the only one that works around here (Mid Wales)

[user16]

Hi Singer-783. I am also in Mid Wales. Maybe it is a local problem.

This is my list of bad ip addresses so far from the beginning of August.31.127.149.242
31.127.31.197
31.127.149.182
31.127.31.229

If I got one of these, I could not get through to certain web sites (FirstDirect, Apple.com, BBC was text only).
Perhaps someone at EE Community could keep track of the bad ip addresses.

C

[XRaySpeX]

@user16 : All IPs in range 31.126.0.0 - 31.127.255.255 will act the same.

@Singer-783 : There will be many ISPs serving Mid Wales but they will all be using BTw systems.

[Mustrum]

@user16  not sure @Singer-783  is a home broadband user, they say they can only get EE whereas if it was landline broadband there would be other options.

As for the IP address problems, I suspect it is a routing problem on the core network, but would need more testing with the Broadband care team to prove.

[user16]

That means that there are potentially 131,070 failing ip addresses. I suppose that makes 131,070 reasons not to stay with EE.
I appreciate it is probably a BT problem but I wonder if the EE Sales and Marketing Director is aware of this?

C

[XRaySpeX]

To assess that risk you need to discover the total size of EE's IP pool & take the proportion of these "BT-Retail" IPs as the probability of failure 😉 .