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Browsing Issue - TAS

Posted: Fri Oct 26, 2012 2:56 pm
by ShaminG
EVENT
Browsing issue in TAS this has been linked to the following issues

MTU size on supplier device set incorrectly
Bandwidth issue on supplier link

IMPACT
Some ADSL customers in TAS may experience browsing issues, packet loss, latency.

ETR
Our wholesale supplier is currently investigation the matter. No ETR at the moment.

Re: Browsing Issue - TAS

Posted: Fri Oct 26, 2012 4:11 pm
by LarryK
There is no ETR at the moment.

Re: Browsing Issue - TAS

Posted: Fri Oct 26, 2012 5:33 pm
by WilliamC
Our supplies have isolated the issue within their network and are currently in the in the process of finding a solution.

We are awaiting further update and have been given no ETR on this issue.

Re: Browsing Issue - TAS

Posted: Fri Oct 26, 2012 6:12 pm
by WilliamC
Our suppliers have found the issue to be with a inter carrier link and are currently in the process of upgrading it.

There is still no ETR.

Re: Browsing Issue - TAS

Posted: Mon Oct 29, 2012 10:43 am
by ShaminG
Update

We are still waiting on our wholesale supplier to complete the work from their end. Still no ETR.

We apologize for any inconvenience caused.

Re: Browsing Issue - TAS

Posted: Mon Oct 29, 2012 5:46 pm
by shoner
Update

We are still waiting on our wholesale supplier to complete the work, we have received a tentative ETR for this wednesday.

Re: Browsing Issue - TAS

Posted: Wed Oct 31, 2012 4:35 pm
by shoner
Update

The issue was identified as contention within our wholesale carrier network. Additional bandwidth was added by our wholesale supplier at 8:30am this morning. We believe the issues experienced since Friday has now been resolved. We are seeing no packet loss and normal latency on circuits tested.

We will continue to monitor the services for the rest of the day especially during the night before we completely mark this as resolved.

Re: Browsing Issue - TAS

Posted: Wed Oct 31, 2012 11:06 pm
by WilliamC
We have currently identified a new issue and are working towards a resolution for it with our suppliers.

However currently for those that can easily do it or with some assistance for the manual, please set the MTU to 1400 on your modem WAN link. This will assist with browsing issues.

This is not a permanent fix, however it is currently a workaround for browsing issues many are experiencing.

We will update once our suppliers have provided a permanent fix for this issue.

Re: Browsing Issue - TAS

Posted: Thu Nov 01, 2012 12:01 am
by WilliamC
Issue is with the IP NOC team, we are still awaiting an update for the MTU issue.

Re: Browsing Issue - TAS

Posted: Thu Nov 01, 2012 9:54 am
by WilliamC
We are still awaiting action from our suppliers, currently there is no update on their plan for restoration as they are still investigating where the source of the issue is.

Re: Browsing Issue - TAS

Posted: Thu Nov 01, 2012 9:38 pm
by ShaminG
Update

As per our wholesale carrier ETA for fixing the MTU issue is by 6:00AM (EST), tomorrow.

Re: Browsing Issue - TAS

Posted: Fri Nov 02, 2012 10:40 am
by WilliamC
Update

We have just been updated - The fix did not work, our suppliers had to roll back changes and replan. We have not been updated update yet for the ETR or their next attempt to fix this issue.

Re: Browsing Issue - TAS

Posted: Fri Nov 02, 2012 4:25 pm
by shoner
Update

As per our wholesale carrier NEW ETA for fixing the MTU issue is by 6:30AM (EST), Saturday 03/11/2012.

Re: Browsing Issue - TAS

Posted: Mon Nov 05, 2012 5:38 pm
by thejeg
Hi All,

If you are still experiencing any problems with your service, or need any help, please call our support engineers on 1300 788 141, Option 2, anytime between 08.30 am and 11.00 pm AEST, or email residentialsupport@exetel.com.au at any time.

We apologize for any inconvenience caused.