RDP dropping out on BT Infinity

[Cwsmeriaid]

Bit of background: we have a cloud service to access database using our software and our customers can either use RDP or an internet link to access it.

We've a customer who says that whenever they access our service via their sites which have BT internet, it loses connection all the time, but at other sites where it's not BT, the connection is stable.

We've asked if they can try a different router but apparently BT won't give them the password required to put into the new router so they can test this. 

I was just wondering if there are any known issues surrounding BT internet and the Windows 7 remote desktop app?

We have numerous other customers all using the cloud service and none are reporting any issues and we've got nothing in the event log on our side to indicate there's an issue.

I realise this message is a little vague, I've been unable as yet to get further details relating to the model of router and their setup. (And I've already asked this on the customer forum but as they're a business, I think they'll be on the business broadband)

[Cwsmeriaid]

Anyone?!

[markp]

Hi Cwsmermaid,

there should be no issue with your customer contacting a VPN through our router.  If they contact the business helpdesk and are able to pass our validation process there is no problem in the helpdesk  advising them what their netwrok login ID and password is, so that they can test using a non BT router.

Mark

[Burkem5]

Hi there, another coment on the back of this, 

If you can have customers run a traceroute/pathping to your servers IP and see where the packet loss or issues are coming from.  If the hop thats causing an issue is within BTs network then we can report that and have this fixed.

Best to contact us via livechat and have a few customers trace routers and pathpings on hand when you are doing that and we will work from there.

Hope this helps

Burkem5

[Cwsmeriaid]

Hi Mark,

Thanks for the reply.

It's an RDP using the windows remote desktop app through to our servers to access our cloud service. They log in using the credentials needed on that app and then load the program up as if they were just RDPing to their own server.

They have no issues with lost connection when using the service in places where it's not BT internet, but they're still losing connection when connected via BT internet using the same route as they did elsewhere. They want to know why our service isn't working properly when they connect at these sites and we want to know why it's just places they use BT internet that are having the issue.