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no traffic every5~10 minute(>2months since day 1 with exetel

Posted: Tue May 12, 2009 9:51 am
by stock99
Hi,

I ran a "ping -t 192.189.54.17" on my command line to monitor the connection and I can see 2~4 request time out every 5~10 minute. The PPP light is always solid no flashing even during the timeout. These timeout last much longer at night (after 6pm) and causing my MSN to be log off and http download failures. My modem is cisco877-m where i copy and paste the config from exetel wiki(with change of username and password only). My laptop is the *only device* connect through a cisco 1242 access point which in turn connect to cisco877-m.

The wireless signal never drop and i am like within a meter from the access point. Did a several restart. Shut the modem for hours and tried again still give me the same result.
My plan is naked adsl2 and was just the cut over was just started on 8th this month. PLEASE HELP!


[observation found]:
1) The drop off 'seem' to appear even more often when downloading file from slow oversea http link . It bring in the request time out within like 3 minute and cause the other download failure(only do 3 concurrent downloads as test).

2) the "ping -t 192.189.54.17" screen doesn't seem to have any request time out when no file are download in progress(at least no in 15 minute windows).

3) Exact same symptom persist across to wired connection and my other modem (iconnectAccess621)

Re: drop of every5~10 minute

Posted: Tue May 12, 2009 9:07 pm
by stock99
maybe i should just call the support number to get my problem fixed.. Thought forum will be an place for support too.

Re: drop of every5~10 minute

Posted: Tue May 12, 2009 10:30 pm
by CoreyPlover
The Ping tests you are doing is probably superfluous. It seems as though your connection is suffering from regular stalling, though not actually dropping out.

There have been reports of exchanges (particularly Wodonga) suffering from these issues, but yes: it is probably best to contact Exetel support as the issue does not seem to be systematic and would likely be limited to your connection. However, do not use the support number as this is intended for logging no-sync faults or following up on previously logged tickets. Instead use https://helpdesk.exetel.com.au or email residentialsupport@exetel.com.au.

Re: drop of every5~10 minute

Posted: Wed May 13, 2009 8:20 am
by stock99
Thanks for reply, CoreyPlover.
I just sent an email to resident support, hopefully will get an response soon.

Re: drop of every5~10 minute

Posted: Thu May 14, 2009 11:06 am
by stock99
Support peoeple replied me that they did something on my line. It seem to getting a little more stable on the peak hours (i tested around 6pm). Instead of stalling for every 5 minute, now it get to about 12~15 minute. But that is just for single download (5xxmb file) I test. I expected no stall at all for single file download for adsl2 service. It is pretty bad when I am downloading a single file and msn got logoff because of this stall issue.

Re: drop of every5~10 minute

Posted: Fri May 22, 2009 1:46 pm
by stock99
Little update here. After supplier tech attend to fix issue with my line (as per exetel test , they believe I have dc voltage and capacitance problem), I was informed by sms that service is restored. But I am STILL facing the exact same problem... The stalling issue of my line still not fixed.

Re: drop of every5~10 minute

Posted: Fri May 22, 2009 1:58 pm
by JasonM
Can you please advise the most recent ticket number?

Re: drop of every5~10 minute

Posted: Mon May 25, 2009 3:57 am
by stock99
The most recent ticket 1299341

Somehow, whoever lookup my issue doesn't seem to have complete understanding of my problem(or don't have access to previous related ticket?). He keep refer to my issue as 'slow connection' when what actually happen is my connection suffer small period of 'NO TRAFFIC' (or stalling or drop however it should be called) from time to time in a frequent manner.

Now I got email to ask me to download file from ,www.nvidia.com,www.apple.com,www.microsoft.com for speed test again . I failed to see the point of testing file from these 3 site while not given any full details of why this would be effective. After all, I didn't sign up exetel to just surf this 3 site but the entire INTERNET.

I reply in the email requesting the output of line test again to see if the supplier technician actually fix anything. But somehow I have a feeling that this request is going to be ignored..

Re: drop of every5~10 minute

Posted: Mon May 25, 2009 12:09 pm
by JasonM
We get you to test those files so we can determine performance.

The current line test is failing, but for a different reason (I suspect it's equipment related), can you remove all equipment from the line, including the modem so another test can be done to confirm this?

Re: drop of every5~10 minute

Posted: Fri May 29, 2009 8:18 pm
by stock99
the stability seem to improve abit as timeout not appear as frequent as before. They just become a longer ping response time.
But my speed drop to very very slow (120kbps!). I am only half way to my full peak download quota.

Please let me know if you need to do isolation test on Sat, Sun or Monday.
Thanks

Re: drop of every5~10 minute

Posted: Mon Jun 01, 2009 9:57 am
by stock99
Again, I was reply with NO update about stalling connection but treated as purely speed issue with some repeating statement of factor that would affect adsl.
I did supply speed test as a reference as i was so often asked to do so for whatever reason (part of first in fix instruction script??), so I simply include that for support guys convenience. But the last sentence "If you report us a speed fault ... , there is nothing we or wholesales suppliers can do.", clearly show that the person has no idea what my original request was! I can tolerant the speed fluctuation but not stalling connection as that make my download file fail to complete!




Hello,

Thank you for your e-mail.

In regard to your ADSL2 line speed, there is nothing we can do about it because it is very likely that it is your theoritical maximum speed you can get and we never guarantee that you can achieve a max speed of 24mbps at all. There are several factors that could affect the broadband speed, for example distance of your premises from the exchange, quality of your copper line and it also depend on if you have any other voice service on that copper line that could deteriote the line speed.

Unless your ADSL2 speed drop below 1.5mbps, our wholesale supplier will be able to deal with this as a fault. If you report us a speed fault while you have a speed above 1.5mbps, there's nothing we or wholesale supplier can do.
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Re: drop of every5~10 minute

Posted: Mon Jun 01, 2009 10:18 am
by CoreyPlover
stock99, can you post the ticket number of your fault here. Meanwhile, I will chase up an Exetel engineer to look into it for you.

Edit: I can see in a previous post you quoted a previous ticket number #1299341

Re: drop of every5~10 minute

Posted: Wed Jun 03, 2009 9:10 am
by stock99
Below is the subject title I last get from support:
[Exetel Residential Support #1310475]: Ref: 1299341 , stalling connection
Either of them shall be closed as the incident has NOT YET resolved. Having a tech to perform some work(but not restoring the service to normal status) does NOT mean the incident can be closed. I don't know why you guys create a new incident (ie.1310475). There is one other incident number created for this matter: 1285069

Re: drop of every5~10 minute

Posted: Wed Jun 03, 2009 9:54 am
by JasonM
Tickets are automatically resolved when they are no longer needing action, to reopen the ticket, reply to it - don't start a new one, or change the subject line, this creates a new one.

I can't see drops occurring on your line, and I'm not aware of anyone else reporting similar issues of 'stalling' downloads.

What happens if you set the MTU to 576 ?

Re: drop of every5~10 minute

Posted: Thu Jun 04, 2009 10:23 am
by stock99
MTU to 576 ? that is 1/3 of 1500. I don't know what is the purpose to set the packet size so small.
But I did that and I find myself can't browse any page. Nor can I access gmail as I have reply the test in my previous email (someone asked me to try 1300 instead of 1456).

Besides, what happen to my line condition you mention earlier? If there is a fault on my line, shouldn't it be fixed first?