BT Business Broadband

[RobertM]

Hi Folks,

I have an major problem with my business connection in St. Albans. The connection goes up and down more then 20 times a day. I have a VPN tunnel to our branch office and also the tunnel goes up and down. The lights on the modem are green and the support means, that everything is fine - but I can't really believe him.. Can somebody confirm that or am I the only one with this failure?

Robert

[MalcolmW]

Hi Robert, welcome to the forums. I am not aware of any problem in that area. The Service Status Page shows no problems at the minute.

There may be multiple reasons why your connection is dropping. Have you checked the telephone service is ok with no noise or crackling and you tried a new filter and modem/router.

Have you connected your modem/router to the BT Test socket?

What router are you using and do you know how to check your connection?

If you could post back here and we will help you as best we can.

Regards

Mal

[RobertM]

Hi thanks for your answer..

The major Problem is, that I'm no on site cause there is no IT personal in that office. As VPN router we have a Cisco 1800er Router and a 2Wire as ADSL modem. I see, that the VPN tunnel is going down and I'm unable to ping the Cisco router. 

Sorry for my stupid question, but where can I find the BT test socket?

br

robert

[RobertM]

Hi..

When I try to ping some Internet Adresses outside the VPN tunnel - I hane a ping loss of about 20%.. I don't think that this is normal.. 

br

robert

[RobertM]

Is it possible that BT enables "ICMP" on the modem so I can check if the modem is reachable from outside the LAN.. 

[MalcolmW]

Hi robert, yes not being onsite is a bit of a problem.

Check the sync rate on the 2wire modem and also is there any errors logged in the 2wire logs?

Why not post some example pings and we will take a look.

The BT Test socket is located within the main BT socket normally where the line enters the premises. We use the test socket for diagnostics when customers report problems like yours. A lot of the time when we get a customer connected to the test socket there connection improves substantially. Read More Here

You can enable ICMP from within the 2wire itself. What model do you have?

Maybe some of our other forum members will have there own comments to add to this topic. Please feel free to join in the conversation.

Regards

Mal

[a-hill]

The 2wire should be pingable by default, enabling the Stealth Mode or Block Ping option will disable pings to it (Firewall> Advanced Settings). Are you on a single static IP or multiple statics? If it's multiple statics then those statics will only be pingable if DMZ is set to them and your device is also allowing ICMP. What type of VPN are you running, PPTP or IPSec? If it's IPSec, could you check your router firmware version (Settings> System Info... Firmware Version)? It may need an upgrade.

[RobertM]

HI,

thanks for your reply. 

We have a 2Wire 2700.. The Problem is, that I'm not on site and so I'm not able to connect from outside to the modem. The Modem has default settings.

What I've done is, that I have pluged a notebook of one of the Ethernet Ports on the modem an configured a public IP (on of the 5 IPs which are assigned to us) but den Notebook is not able to ping the modem or has access to the internet.

Robert

[RobertM]

I have news in this case.. the guy who works in that office told me, that the led at the front of the 2Wire 2700 are flashing red.. what does this mean?

robert

[RobertM]

This is a PING from the vpn router which is directly connected to the modem

Type escape sequence to abort. 

Sending 5, 100-byte ICMP Echos to public ip , timeout is 2 seconds: 

.!... 

Success rate is 20 percent (1/5), round-trip min/avg/max = 4/4/4 ms 

robert