Broadband DNS issues - Related to 3internet APN

[-HITMAN-]

Hello,

I have 3 broadband via a 3 provided 5g Zyxel router, earlier this week i noticed issues with websites not loading, timing out and dns errors!

Further investigations show DNS names are now not all being resolved, i also use a vpn and this has also stopped working with the main VPN provider server address error - DNS cannot be resolved to IP.

My wife has also reported most of her games on FB no longer load - with the error unable to connect - hostname unresolved etc....

The issue is with the '3internet' APN, if i use 'three.co.uk' APN instead, everything reported as above starts working again but the flipside is i can no longer play xbox live as it is CGNAT (double nat) and my consoles NAT becomes stricta dnd no longer access my home pc, network or CCTV as these rely on a non-cgnat IP address.

Please 3 support can you look into this as everything was working fine until earlier this week.

Thank you.

[Biffa]

I just switched my router back to 3internet (IPv4+IPv6) and its working again 🤣

[MymsMan]

Touch wood the problem is solved! 🙂

BUT it would still be nice to have some word from the forum customer support team as to what the problem was and whether it has been permanently solved.

Any news @PeteG @JonathanB @MichaelP ?

[settloe_99]

Unfortunately, the issue is back for me. 

I'm currently chatting with Support which is like banging my head against a brick wall. I'm being told to try resetting my router despite me showing them that the trace route results show this is a routing/peering fault between Three UK and Cogent, which likely affects certain IP ranges (hence why only some sites fail).

@PeteG Are you able to provide any sensible update on this issue? 

[RogerD]

ll I got nowhere and it's been "escallated to the technical team" and to call back in 24 to 48 hours..... I'll try again tomorrow earlier in the day. If anyone else has success PLEASE ask them what they did so we can ask for it.

[Biffa]

I just spent an hour on the whatsapp chat with business support who were unable to fix. I don't actually have Three Broadband, I have a data-only business SIM that I use in my router. Which has been working 100% fine for years using the 3internet APN and suddenly stopped routing to half the internet or more on Friday.

[settloe_99]

I had the same issue all Friday and Saturday. After two chats with support, the issue is now resolved. 

DNS was resolving fine, so I did a trace route to the affected websites and found packets were reaching GTT London (213.200.113.34) and then nothing. Packets were being dropped, suggesting it was a route announcement or filtering issue.

A second chat with support and "an account setting change" and the issue was resolved. After it was fixed I did another trace route and the new route was showing Cogent instead of GTT so I assume they switched my SIM's internet breakout to a different transit pool/provider.

[RogerD]

I'm having another go with support - if I can't make progress I'm going to see if I can exit on breach of terms (2 year contract). I can't rely on business broadband without coherent support. Three is cheap, and fast, but if this stuff happens when I'm out the country (which I am often) and need to VPN back to my server, then I'm in deep trouble.

[RogerD]

Mines still broken and my tracert to dropbox goes via cogentco......

I'm on live chat now. WIll be fun.......

[RogerD]

Oh lord - I'm being asked to remove and resinsert my sim.... (which is in a roof loft 4 floors up). He seems think my internet isnt' working - even though I'm chatting to him on it.