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Poor internet reliability

Posted: Wed Dec 19, 2007 12:48 am
by spanx
Hi.

I have had some poor internet over the last couple of days. Downloads from all sources have been slow and getting drop outs and web page timouts also.

Image
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DSL Status: Up
DSL Modulation Mode: GDMT
DSL Path Mode: FAST
Downstream Rate: 1536 Kbps
Upstream Rate: 256 Kbps
Downstream Margin: 23 db
Upstream Margin: 24 db
Downstream Line Attenuation: 41
Upstream Line Attenuation: 22

The attenuation and margins are consistant with what i had even when the net was working fine and considering my distance from the exchange which was about 3.3km of cable from memory.

I dont know if something has happened at a router level or an exchange level or whether or not there has been some external damage between the house and exchange.

Any help would be much appreciated.

Kind regards
Brad Jolley

EDIT: i'm on a 1500/256 adsl 1 plan.

Posted: Wed Dec 19, 2007 7:09 am
by dogwomble
Spanx,

I generally tend to discourage exclusive use of SpeedTest as the definitive guide to speed testing. It's useful as a rough guide, but isn't always 100% accurate. Having said that, the results you are obtaining are close to what I'd expect with a 1.5 connection (yours are around 1200-1300, the maximum I'd expect would be around 1500) so based on that it's worth trying to get a bit more information to try and identify what's going on.

Is this happening at any particular time of day, or is it happening all the time?

Is the router dropping sync when this is happening? (ie. the ADSL/WAN light on the router goes out or starts blinking). This would indicate the line itself is dropping out rather than this necessarily being speed related.

From what you've said this is occurring irrespective of the source. Assuming that it's not dropping sync, am I able to get you to try downloading one file each from http://www.apple.com http://www.microsoft.com and http://www.nvidia.com (simultaneously, and files about 10-15mb give the most accurate results without wasting too much bandwidth), add up the totals of the speed, and post it here?

I know it's irritating having to do this - however what you have posted so far should indicate that everything is normal so we're going to have to try and dig a bit deeper to get to the bottom of it.

Posted: Wed Dec 19, 2007 1:04 pm
by spanx
ok combined total of 160kb/s so its downloading ok. so far this morning i havn't seen any files lose speed and time out like i was seeing also.

In the past speedtest has usually shown me ~1320 down and ~224 up so its clearly a fair bit lower than i usually get. Also during the drop outs the modem is still keeping sync and the status page shows internet as "UP"

Thanks for the advice, i'll keep an eye on things ofer the next day or so and see what happens. Also if someone from exetel tech support could possibly have a look at my connection and see if there are any discrepancies on their end.

Cheers
Brad.

Posted: Wed Dec 19, 2007 1:47 pm
by Pav L
If further drop outs occur, please perform an isolation test - this means removing all devices from the telephone socket and plugging the modem directly into the socket.

Devices could be:
- fax
- phone
- filters
- foxtel digital service
- back to base alarm

If you have any further issues then let me know.

Posted: Thu Dec 20, 2007 12:24 am
by spanx
ok just an update.

Did an isolation test, didn't make any differance at the time. Since then it has slowly degraded again to a point where i'm not downloading faster than about 30KB/s
Image

DSL Status: Up
DSL Modulation Mode: GDMT
DSL Path Mode: FAST
Downstream Rate: 1536 Kbps
Upstream Rate: 256 Kbps
Downstream Margin: 17 db
Upstream Margin: 24 db
Downstream Line Attenuation: 41
Upstream Line Attenuation: 22

Test run on 20/12/2007 @ 12:21 AM

Mirror: Exetel
Data: 9 MB
Test Time: 217.66 secs

Your line speed is 347 kbps (0.35 Mbps).
Your download speed is 43 KB/s (0.04 MB/s).

Not sure what to do, it only appeared a few days ago and now it goes from semi usable to horrible, waiting for basic websites to load some taking several minutes.

Cheers
Brad.

Posted: Thu Dec 20, 2007 3:51 am
by andrewvs
There is currently what appears to be a contention problem on the Melbourne POP after midnight if that is when you're having problems.
I've been getting packet loss for a good 2-3 hours from midnight onwards since the 14th, you can see this mornings loss/latency graph here, or the link in my sig: http://58.96.65.170/cgi-bin/smokeping.c ... enerate%21

This affects everything from gaming and VoIP, to download speeds and even streaming radio (which buffers then just stops due to the amount of packet loss).

I've been told something has been changed/fixed with the network every day for the last 3 days in the IRC channel, but unfortunately that hasn't changed anything.

Exetel, the last 2-3 times this exact problem has occurred (bad packet loss, high latencies, slow transfer speeds), it was determined the link needed to be upgraded (see email below)... has anyone actually checked if this is the case again?

This is not only affecting me, but most Victorian customers. Pinging a couple of different netblocks on the pop from an external box after midnight shows around a third of IP's have packet loss greater than 5%. (I've got logs of these tests run on the 15th that I can forward to someone if needed)
I'm sure if you guys set up a cron job to fping some melb pop ip's on one of your office boxes at around 12:30 or 1am, you would find the same.
Email from Exetel Customer Support - 30/08/2007
The current slow speeds and packet loss being experienced by Victorian users connected to Exetel via the Exetel Victorian PoP are being caused by lack of capacity on the TWE circuit connecting approximately 3,000 users to Exetel.

This problem has been too slow to be correctly diagnosed for which I apologise but the upgrade order for this circuit was placed yesterday which will resolve the issue.

Posted: Thu Dec 20, 2007 11:38 am
by spanx
@ andrewvs

Thanks for the info. I think you have summed up the issues pretty well, knowing its not my end is reassuring. I guess its just a matter of being patient, hopefully someone is already aware of the issue and if not hopefully this makes them aware.

The other thing is that during the day my router is sitting at normal readings but after the issues from midnight onwards i can wake up of a morning and check and see much lower settings and have to reboot my router. Having said that it still hasn't been crash hot during the day. The two adsl connection status data i posted in my above posts is the extent of the fluctuations.

Not sure what else to say on this matter but thanks for the heads up.

Cheers
Brad.

Posted: Thu Dec 20, 2007 12:32 pm
by sh0nky
Might be the cause of these problems http://forum.exetel.com.au/viewtopic.php?t=24718

Posted: Thu Dec 20, 2007 2:19 pm
by andrewvs
sh0nky wrote:Might be the cause of these problems http://forum.exetel.com.au/viewtopic.php?t=24718
No, these problems were present days before that link went down, and still happening afterwards.

Posted: Thu Dec 20, 2007 3:33 pm
by Pav L
Spanx i just sent you a pm, seems your connection is actually dropping out. A faults been logged, once there's an update i'll get in contact with you.

Posted: Thu Dec 20, 2007 8:13 pm
by andrewvs
If the problems I'm experiencing are unrelated, would one of the mods be able to move my post into a new thread?

Posted: Thu Dec 20, 2007 11:59 pm
by spanx
thanks for the update.

Posted: Fri Dec 21, 2007 3:20 am
by andrewvs
And yet another night of loss/high latency, no doubt nobody will looking into this over the weekend or early next week due to xmas, which will make it almost two weeks of problems before someone will actually investigate this further... :roll:

Posted: Fri Dec 21, 2007 9:07 am
by spanx
agreed, i experienced the packet loss issue again last night.

Hopefully the packet loss issues i'm having will be fixed before xmas but hopefully everything will get sorted out soon (i hope)

Posted: Sat Dec 22, 2007 8:58 am
by dogwomble
It should be fixed up for you pretty quickly. However andrewvs summed it up by saying it is Christmas, so that may slow things down a bit as both Exetel staff and supplier staff take their relevant breaks, so I think a bit of patience will be called for (after all, many of the Exetel staff are a real hard working bunch and deserve a break!)