Some ADSL2 issues after transfer

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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Quilathus
Posts: 3
Joined: Tue Jan 20, 2009 6:00 pm
Location: Brisbane

Some ADSL2 issues after transfer

Post by Quilathus » Wed Jan 21, 2009 3:30 pm

Hello,

I've recently transferred from my old 512k ADSL1 plan to an ADSL2 PTL plan with exetel.
Don't ask me how, but for some reason, my application came through even though my exchange isn't on the Powertel list.

The problem is, that, although my modem shows sync, I cannot access many websites, for a select few that I can somehow access, such as exetel's own website, wikipedia, Telstra's homepage and a few others that I've tried. Furthermore, although the modem is synching at >ADSL1 speeds, speed tests (from exetel's own site of course), reveal my maximum download speed to be around ~50kb/s, almost as if I was back on ADSL1 on my old 512k plan.

I've made a support ticket request, and have recently been replied that the issue should be resolved, but it appears to not have (even after powercycling the modem/router). Strangely enough, I can no longer log into helpdesk using the same credentials I used just hours before.

I have also tried an IP change through the member facilities, and a router reset, but that didn't appear to solve the problem. DNS works, as I can still resolve IP addresses, just can't access them. I've been able to get away with some HTTP browsing via a proxy that, through trial an error, discovered to be pingable, however that workaround just doesn't cut it.

I'm just wondering what is happening, and how the problem can be resolved. (Perhaps I'm suffering from the infamous iiNet DSLAM problem? - Though I don't know any details about that.... =/ )

Some pings and traceroutes:

--------------------------------

C:\>tracert www.wikipedia.org

Tracing route to rr.pmtpa.wikimedia.org [208.80.152.2]
over a maximum of 30 hops:

1 <1 ms <1 ms 9 ms 192.168.1.1
2 39 ms 46 ms 38 ms 193.1.233.220.exetel.com.au [220.233.1.193]
3 40 ms 44 ms 42 ms 10.0.1.22
4 * 39 ms * 38.2.233.220.exetel.com.au [220.233.2.38]
5 41 ms 44 ms 54 ms 316.ge-5-0-0.GW5.SYD2.ALTER.NET [221.133.215.77]
6 41 ms 38 ms 40 ms 0.so-7-2-0.XT4.SYD2.ALTER.NET [210.80.33.193]
7 191 ms 188 ms 189 ms 0.so-1-3-0.IR2.LAX12.Alter.Net [210.80.48.69]
8 196 ms 194 ms 199 ms 0.so-5-0-0.IL2.LAX9.ALTER.NET [152.63.48.69]
9 195 ms 194 ms 199 ms 0.so-6-3-0.XT2.LAX7.ALTER.NET [152.63.112.69]
10 192 ms 193 ms 190 ms POS7-0.BR2.LAX7.ALTER.NET [152.63.112.149]
11 192 ms 199 ms 1230 ms 205.158.79.121.ptr.us.xo.net [205.158.79.121]
12 203 ms 189 ms 189 ms 207.88.12.46.ptr.us.xo.net [207.88.12.46]
13 231 ms 234 ms 230 ms te-11-4-0.rar3.dallas-tx.us.xo.net [207.88.14.41]
14 260 ms 264 ms 260 ms 207.88.14.42.ptr.us.xo.net [207.88.14.42]
15 270 ms 273 ms 271 ms w006.z207088246.xo.cnc.net [207.88.246.6]
16 266 ms 270 ms 271 ms rr.pmtpa.wikimedia.org [208.80.152.2]

Trace complete.

--------------------------------

C:\>tracert www.tp-link.com

Tracing route to www.tp-link.com [203.174.34.56]
over a maximum of 30 hops:

1 <1 ms 6 ms <1 ms 192.168.1.1
2 4263 ms 41 ms 39 ms 193.1.233.220.exetel.com.au [220.233.1.193]
3 41 ms 43 ms 39 ms 10.0.1.25
4 38 ms 40 ms * 38.2.233.220.exetel.com.au [220.233.2.38]
5 129 ms 74 ms 39 ms 316.ge-5-0-0.GW5.SYD2.ALTER.NET [221.133.215.77]
6 37 ms 44 ms 40 ms 0.so-7-2-0.XT3.SYD2.ALTER.NET [210.80.33.189]
7 41 ms 47 ms 37 ms Ge-2-0-0.BR1.SYD6.ALTER.NET [210.80.32.198]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 164 ms 160 ms 158 ms po14-2-0.cr2.nrt1.asianetcom.net [202.147.40.118]
12 1523 ms 197 ms 230 ms ip-202-147-0-210.nrt4.asianetcom.net [202.147.0.210]
13 201 ms 196 ms 221 ms ge-1-1-0-0.gw4.hkg3.asianetcom.net [203.192.134.70]
14 193 ms 201 ms 198 ms NEW-0012.gw2.hkg3.asianetcom.net [203.192.137.210]
15 193 ms 1523 ms 202 ms 202.130.96.49
16 195 ms 203 ms 197 ms 202.155.220.54
17 202 ms 205 ms 204 ms 3456.abchk.net [203.174.34.56]

Trace complete.

--------------------------------

C:\>tracert www.whirlpool.net.au

Tracing route to www.whirlpool.net.au [117.53.171.171]
over a maximum of 30 hops:

1 13 ms 29 ms <1 ms 192.168.1.1
2 45 ms 39 ms 39 ms 193.1.233.220.exetel.com.au [220.233.1.193]
3 40 ms 43 ms 39 ms 10.0.1.22
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
... and so on

--------------------------------

C:\>tracert www.pipenetworks.com

Tracing route to www.pipenetworks.com [203.161.158.4]
over a maximum of 30 hops:

1 <1 ms 4 ms <1 ms 192.168.1.1
2 44 ms 49 ms 48 ms 193.1.233.220.exetel.com.au [220.233.1.193]
3 * 45 ms 40 ms 10.0.1.25
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
... and so on
Last edited by Quilathus on Wed Jan 21, 2009 8:30 pm, edited 2 times in total.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Some ADSL2 issues after transfer

Post by CoreyPlover » Wed Jan 21, 2009 6:24 pm

One thing that can sometimes help with web page time outs is to lower your MTU. This item can be found in your modem's web interface and usually defaults to 1492 or 1500. Try lowering it to 1452, or 1400 to see if you notice any improvements.

Otherwise, it sounds like an unusual case and so I would suggest replying to the "resolved" response you got and explain the problems are continuing, or email residentialsupport@exetel.com.au and include the ticket number of your previously lodged ticket. They will then follow it up further for you.

Quilathus
Posts: 3
Joined: Tue Jan 20, 2009 6:00 pm
Location: Brisbane

Re: Some ADSL2 issues after transfer

Post by Quilathus » Wed Jan 21, 2009 8:36 pm

I would just like to note that this situation is similar to the one when I originally joined Exetel: I couldn't access/ping many sites except for exetel's own site and the old telstra proxy cache's. The solution of the problem was supposedly an IP change, however I tried that already to no effect.

I've tried practically everything on my end to resolve the problem, and nothing has worked. I don't believe it to be a problem on my end or the physical adsl2 link either, but something going wrong, especially when the trace hits 10.0.1.2x.

Anyway, I've sent the email, just waiting for a reply now.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Some ADSL2 issues after transfer

Post by CoreyPlover » Thu Jan 22, 2009 10:16 am

Quilathus wrote:but something going wrong, especially when the trace hits 10.0.1.2x.
I've seen this IP on a number of correctly functioning connections (and it confuses many other people too) so it isn't necessarily the problem. And yes, IP changes usually resolve this sort of issue. You should get a reply from residentialsupport@exetel.com.au shortly, I suspect within a day. If you don't, reply back here and I'll try to chase it up for you with an Exetel engineer.

Quilathus
Posts: 3
Joined: Tue Jan 20, 2009 6:00 pm
Location: Brisbane

Re: Some ADSL2 issues after transfer

Post by Quilathus » Thu Jan 22, 2009 11:57 am

Hello,

I just logged into the member's facilities and rechecked the change my ip option. I now had the option to change to a 220.233.x.x address, and seeing if that would work, it did. The other problem, slow download speeds was unfortunately a bugged out router configuration. A factory default of the router resolved that issue.
So as far as I can see, the internet is back up, getting speeds of about 500 kb/s. So it's ok now.

Thanks for all the work,

Jugah
Posts: 10
Joined: Wed Aug 09, 2006 2:18 pm

Re: Some ADSL2 issues after transfer

Post by Jugah » Sat Jan 24, 2009 11:35 am

I am having the same Issue, I can ping some local sites, not many, and as far as I am aware, no international sites. I can send/ receive email on outlook and access local teamspeak server. I have requested an IP change 2 times, both with no results ip (58.96.x.x)

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Lou>tracert www.telstra.com

Tracing route to www.telstra.com [144.135.19.10]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms mygateway1.ar7 [192.168.1.1]
2 33 ms 32 ms 32 ms 193.1.233.220.exetel.com.au [220.233.1.193]
3 33 ms 34 ms 33 ms 10.0.1.25
4 34 ms 35 ms 35 ms 34.2.233.220.exetel.com.au [220.233.2.34]
5 182 ms 38 ms 37 ms 359-ge-0-0-0.GW5.SYD2.ALTER.NET [203.166.92.57]

6 56 ms 55 ms 55 ms 0.so-7-2-0.XT4.SYD2.ALTER.NET [210.80.33.193]
7 59 ms 56 ms 55 ms 0.ge-7-0-0.BR3.SYD2.Alter.Net [210.80.34.54]
8 34 ms 33 ms 33 ms FastEthernet2-2.ken17.Sydney.telstra.net [139.13
0.4.185]
9 44 ms 44 ms 47 ms TenGigabitEthernet8-1.pit1.Sydney.telstra.net [2
03.50.20.39]
10 33 ms 34 ms 37 ms pitt-tcom-r01 [139.130.185.254]
11 35 ms 37 ms 38 ms 144.135.19.84
12 36 ms 36 ms 33 ms www.telstra.com [144.135.19.10]

Trace complete.

C:\Documents and Settings\Lou>tracert www.google.com

Tracing route to www.l.google.com [66.249.89.99]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms mygateway1.ar7 [192.168.1.1]
2 33 ms 32 ms 32 ms 193.1.233.220.exetel.com.au [220.233.1.193]
3 33 ms 33 ms 33 ms 10.0.1.22
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * *




please Can anyone help. I have lodged a support ticket, which Exetel Claims to have resolved; Status "complete", Customer online. But I am still having these issues.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Some ADSL2 issues after transfer

Post by CoreyPlover » Sat Jan 24, 2009 2:26 pm

Try http://forum.exetel.com.au/viewtopic.php?f=293&t=30467 for some suggestions.

Also, if logged a "no sync" problem via the phone it would have gotten closed when it was detected your modem has sync. If not, you can send an email to residentialsupport@exetel.com.au, quote your ticket number and provide an update (saying things are still not working and a brief outline of things you have tried) and Exetel will continue to look into it

Jugah
Posts: 10
Joined: Wed Aug 09, 2006 2:18 pm

Re: Some ADSL2 issues after transfer

Post by Jugah » Sun Jan 25, 2009 9:51 am

I have tried your suggestion as mentioned in the other thread that you linked, and have had no success. I emailed residentialsupport, where by the told me to power cycle the modem for 10-15 min. i have tried this, however tried again, and no success there either. I still believe there has been a fualt somewhere in the transition of my ADSL to ADSL2 plan which was (PTLC). It is now has now reverted back to 1500/256 when I login and view my plan in the members section. This is weird, because I when I try the speed test in the members area it comes up with ADSL2 speeds, and my router indicates the same, but when I use the ping facility or trace route facility, they both ping out.

I am still very confused why this is happening.

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Some ADSL2 issues after transfer

Post by CoreyPlover » Sun Jan 25, 2009 12:39 pm

I would suggest replying to your previously opened ticket, or emailing residentialsupport@exetel.com.au and including the ticket number, and explain the issue is continuing.

Perhaps it has something to do with your 58.96.x.x IP address not matching the 220.233.x.x of the first Exetel router hop. This used to be an issue in the past, and I recall one recent forum thread saying they lodged a support ticket and the next IP address change caused them to go from a 58.96.x.x IP address to a 220.233.x.x one and it all worked well after that. However, I've also seen recent threads saying that this mismatch is not necessarily an issue.

Jugah
Posts: 10
Joined: Wed Aug 09, 2006 2:18 pm

Re: Some ADSL2 issues after transfer

Post by Jugah » Mon Jan 26, 2009 4:09 pm

All is good now. My Ip mysteriously has changed from 59.96 x.x to 220.233.x.x

I would say there was some missmatch with the dns or something. Thanx for all your help, much appreciated.

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