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Re: 8192/384 what i'm paying for?

Posted: Fri Oct 15, 2010 12:23 pm
by CoreyPlover
There are no SLAs for any aspect of residential grade services. Most tickets are handled within a day though but it can easily be longer, especially when Exetel need to rely on information provided by the carrier or other third parties (which is the case here).

You should have received an automated response with a ticket number. If you think that your issue is not being addressed adequately you can email resolution@exetel.com.au, and quote your ticket number for follow up.

Re: 8192/384 what i'm paying for?

Posted: Fri Oct 15, 2010 4:16 pm
by SergWV
Advised to run speed tests at http://www.exetel.com.au/speed/ 3 times with 15 min interval which I'll do tonight, then email results to support team.

Re: 8192/384 what i'm paying for?

Posted: Fri Dec 17, 2010 11:47 pm
by scottadamson
Hi, just churned from Internode 1500 service to Exetel "8192" service. Line syncs at nearly full speed, around 7000. Got it all working, and discovered something awful, download speed fluctuates from about 180 kps to dialup speed. A few % packet loss and inconsistent and poor ping times to extel's web server -

64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=27 ttl=50 time=62.1 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=28 ttl=50 time=183 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=29 ttl=50 time=42.4 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=30 ttl=50 time=127 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=31 ttl=50 time=149 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=32 ttl=50 time=171 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=33 ttl=50 time=399 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=34 ttl=50 time=216 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=35 ttl=50 time=96.6 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=36 ttl=50 time=159 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=37 ttl=50 time=182 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=38 ttl=50 time=205 ms
64 bytes from candlenut-web.exetel.com.au (220.233.0.9): icmp_seq=39 ttl=50 time=228 ms

Is this typical of what I can expect using Exetel ? If so I will be churning again soon.

regards,

Scott

Re: 8192/384 what i'm paying for?

Posted: Fri Dec 17, 2010 11:52 pm
by scottadamson
Oh, forgot to mention, gets 2 - 4 Mbit on extels speed test

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 2:23 am
by MCCMikey
It's hard to tell when this will happen. My home connection gets the full 8mbps. One of my customers also gets about 6mpbs and he's a fair way from the exchange. However, another customer in the same town got a connection like yours, and in the end we decided to move to BigPond Business so we could fight the source rather than trying to get Exetel to fix it. (Modem syncing at 8192 but unreliable throughput of .5 to 3mps.) Their move to ADSL2 garnered 9mbps down, .8mbps up and now they're happy.

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 7:20 am
by Dazzled
Scott, whether you are with Internode or Exetel, all ADSL1 services come from Telstra Wholesale. If those pings were close together, the jitter on your line is dreadful, and you should report it to residentialsupport@exetel.com.au, as the possibility of a slip-up occurring during provisioning needs to be checked.

Telstra gives no guarantees on ADSL1 greater than 1500. If your Exetel pings were at widely different times, you may have exchange congestion as some others have found in the Geelong area (outer western side if my memory still works). It varies through the day. Instead of a single speed test try downloading 3 files at once from microsoft.com, and add up the combined rate. You could also aim a multi-threaded download manager at Microsoft. Microsoft and Apple downloads are actually mirrored alongside Exetel, so are close to you from a network viewpoint. There is more about this type of speed test earlier in the thread.

If the service is congested, it's still a good idea to email support.

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 9:53 am
by scottadamson
No I dont think its Telstra. Was always on Telstra wholesale line when I had the service with Internode, always had good consistent pings and always downloaded at about 150kps. Last night it was a joke. Is there actually a number I can call to get support over the phone ? I kept going through these menus which just tells me a fault has been logged then hangs up. I went to provisioning then asked to be transferred to support human. Seems to be the only way to talk to a person. I will call them, though I think I will be wasting my time. Probably should just start looking for a different ISP who can provide a quality service that actually provides the advertised speed. :(

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 10:36 am
by Dazzled
You missed what I was trying to say. Internode and Exetel 1500 services alike are Telstra provided, and Telstra guarantees the speed. 8k ADSL1 service speeds are not guaranteed, and Telstra has a history of reducing them when congestion occurs. Because of this, Exetel at one point would not connect people to this service. It is back by user demand and after some improvements from Telstra Wholesale.

(edit: mccmikey's customer, above, got round Telstra speed reduction by getting an expensive business service, and so got priority. )

If your pings were close together you may well have a provisioning slip up, and email is the best way to get it forwarded into the hands of the appropriate network engineer, who can look at the routing and take the needed action. I wouldn't worry about telephoning once you have emailed.

The simplest tool I know of to look at frequently varying ping is mtr. The full application with jitter measurement is for Linux. There is an old partial Windows port called WinMTR at http://winmtr.sourceforge.net/. If the pings worsen at busy times of day, since you are at SW Geelong, I'd be looking for evidence of congestion, which will affect other ISPs as well. A search may show a history in that respect, I remember Belmont being mentioned. Telstra does eventually upgrade the backhaul, and Exetel and other ISPs may have some info on an upgrade.

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 11:23 am
by scottadamson
It seems to be much better today, get consistent 30ms pings to exetel's webserver. Just did a large Ubuntu update that downloaded at 500 - 700 kps. I think thats about what I should get. So, will be interested to see if it slows down again tonight.

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 11:34 am
by Dazzled
That's good news. With Ubuntu you have a multi-threaded download manager (axel) to give the Microsoft Akamai server a good workout. A useful test also is to install Deluge and give http://releases.ubuntu.com/maverick/ubu ... so.torrent or http://releases.ubuntu.com/lucid/ubuntu ... so.torrent a run. These are so well supported you should flood your connection.

A little Gnome panel applet, netspeed_applet, can give you a speed monitor, with graph if required. Use synaptic, and then right click the panel to add the applet. Then select the appropriate time interval, and bits/bytes per sec.

Re: 8192/384 what i'm paying for?

Posted: Sat Dec 18, 2010 12:04 pm
by scottadamson
Thanks for that, very handy to have. Have confirmed the modem syncs at 8160/384 but the exetel speed test indicates 3 - 5 mbit/s which this morning still varies greatly.