Incredibly Slow Speeds - Slower than before

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
mjmcss
Posts: 7
Joined: Fri Nov 05, 2010 10:07 pm
Location: 225

Incredibly Slow Speeds - Slower than before

Post by mjmcss » Thu Jun 02, 2011 11:24 am

Hey guys,

I've logged a fault ticket but thought I'd post here too in case somebody could shed some light on the situation. Our ticket number is 4013236.

I logged a ticket last week because our speeds had decreased so badly, down to downloading at about 450kbps, which we were told was acceptable for our line. Now, our speeds are at no more than 120kbps, making streaming video impossible - the main reason we have ADSL2+.

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Speed test results:

Test run on 02/06/2011 @ 11:11 AM

Mirror: Exetel
Data: 9 MB
Test Time: 49.01 secs

Your line speed is 1.54 Mbps (1542 kbps).
Your download speed is 193 KB/s (0.19 MB/s).

Test run on 02/06/2011 @ 11:09 AM

Mirror: Exetel
Data: 9 MB
Test Time: 52.01 secs

Your line speed is 1.54 Mbps (1542 kbps).
Your download speed is 191 KB/s (0.19 MB/s).

Test run on 02/06/2011 @ 11:07 AM

Mirror: Exetel
Data: 9 MB
Test Time: 54.09 secs

Your line speed is 1.54 Mbps (1542 kbps).
Your download speed is 183 KB/s (0.18 MB/s).
To add to that, when I was looking at our speed test results in our members facilities, I noticed this:

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May 19th, 2011 5:52pm	4970.5 kbps
May 23rd, 2010 9:57am	195084 kbps
Between then and now, Exetel offered to "upgrade" us to an ADSL2+ plan with a bundled phone line from Naked ADSL2+. Nobody mentioned that our speeds would be slashed 190000kbps, and I'd really like to seek clarification on why we're paying the same amount for so much less speed? Because I wasn't informed of the difference in speed in services when we were offered the "upgrade", I'm really considering going to the TIO if I don't get a satisfactory explanation, because this explains why our speeds have suffered so much over the past 10 months. If I had have been informed that the speeds would have been so drastically different, I could have made an informed decision - the wording of the upgrade offer made it seem like we'd be getting the same service with a free phone line, which we don't use anyway.

Anyway, I'd really like to seek some clarification on a) the slow speeds recently and b) the massive decrease in speed between our previous plan and current when the difference was not made known to us. I'm pretty angry at this stage, and I'm getting fed up.

Thanks,

Matt

Dazzled
Volunteer Site Admin
Posts: 6003
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Incredibly Slow Speeds - Slower than before

Post by Dazzled » Thu Jun 02, 2011 11:40 am

When these things happen, the first thing to look at is the line status as reported by the modem. Sometimes a line fault is obvious, sometimes a stability profile shows up. Staff can see the line from the exchange end, but you can get some test results from your end yourself. Could you post the status up and down for rate, attenuation and noise (SNR) margin?

A test with the modem in isolation on the line (ie everything else unplugged) will reveal a fault in your filters, cabling etc, should one exist.

mjmcss
Posts: 7
Joined: Fri Nov 05, 2010 10:07 pm
Location: 225

Re: Incredibly Slow Speeds - Slower than before

Post by mjmcss » Thu Jun 02, 2011 1:18 pm

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DSL Connection Details
DSL Line (Wire Pair):	Line 1 (inner pair)
Protocol:	G.DMT2 Annex A
Downstream Rate:	6689 kbps
Upstream Rate:	817 kbps
Channel:	Interleaved
Current Noise Margin:	9.3 dB (Downstream) 14.8 dB (Upstream)
Current Attenuation:	39.8 dB (Downstream) 23.3 dB (Upstream)
Current Output Power:	17.7 dBm (Downstream) 12.3 dBm (Upstream)
DSLAM Vendor Information:	Country: {0xB5} Vendor: {IFTN} Specific: {0xBE71}
PVC Info:	8/35
How's that? The modem operates in isolation, with no filters attached and we don't use a home phone.

thejeg

Re: Incredibly Slow Speeds - Slower than before

Post by thejeg » Thu Jun 02, 2011 3:20 pm

mjmcss wrote:

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DSL Connection Details
DSL Line (Wire Pair):	Line 1 (inner pair)
Protocol:	G.DMT2 Annex A
Downstream Rate:	6689 kbps
Upstream Rate:	817 kbps
Channel:	Interleaved
Current Noise Margin:	9.3 dB (Downstream) 14.8 dB (Upstream)
Current Attenuation:	39.8 dB (Downstream) 23.3 dB (Upstream)
Current Output Power:	17.7 dBm (Downstream) 12.3 dBm (Upstream)
DSLAM Vendor Information:	Country: {0xB5} Vendor: {IFTN} Specific: {0xBE71}
PVC Info:	8/35
How's that? The modem operates in isolation, with no filters attached and we don't use a home phone.
I've did some changes to your service.

Can you please conduct few sped tests through http://ww.exetel.com.au/speed and post it here?

Also, I would like to see the out put of;

1. netstat

2. PING test to 212.58.254.251

3. Traceroute to 212.58.254.251

mjmcss
Posts: 7
Joined: Fri Nov 05, 2010 10:07 pm
Location: 225

Re: Incredibly Slow Speeds - Slower than before

Post by mjmcss » Thu Jun 02, 2011 4:00 pm

hi - no difference as of yet. Only change is we're now getting slower line speeds.

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Your current bandwidth reading is:

641.90kbps

which means you can download at 80.24 KB/sec. from our servers. 

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Your current bandwidth reading is:

1.05 Mbps

which means you can download at 133.89 KB/sec. from our servers. 

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Your current bandwidth reading is:

748.40kbps

which means you can download at 93.55 KB/sec. from our servers. 
Netstat:

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C:\Users\matt>netstat -a

Active Connections

  Proto  Local Address          Foreign Address        State
  TCP    0.0.0.0:135            Grasshopper:0          LISTENING
  TCP    0.0.0.0:445            Grasshopper:0          LISTENING
  TCP    0.0.0.0:554            Grasshopper:0          LISTENING
  TCP    0.0.0.0:990            Grasshopper:0          LISTENING
  TCP    0.0.0.0:2869           Grasshopper:0          LISTENING
  TCP    0.0.0.0:5357           Grasshopper:0          LISTENING
  TCP    0.0.0.0:10243          Grasshopper:0          LISTENING
  TCP    0.0.0.0:49152          Grasshopper:0          LISTENING
  TCP    0.0.0.0:49153          Grasshopper:0          LISTENING
  TCP    0.0.0.0:49154          Grasshopper:0          LISTENING
  TCP    0.0.0.0:49155          Grasshopper:0          LISTENING
  TCP    0.0.0.0:49156          Grasshopper:0          LISTENING
  TCP    0.0.0.0:49157          Grasshopper:0          LISTENING
  TCP    10.0.0.1:139           Grasshopper:0          LISTENING
  TCP    10.0.0.1:49935         74.125.237.47:http     ESTABLISHED
  TCP    10.0.0.1:49939         www-11-01-snc2:http    ESTABLISHED
  TCP    10.0.0.1:49985         taccynut-web:https     ESTABLISHED
  TCP    10.0.0.1:49986         wwwbaytest2:http       ESTABLISHED
  TCP    10.0.0.1:49987         wwwbaytest2:http       ESTABLISHED
  TCP    10.0.0.1:49988         wwwbaytest2:http       ESTABLISHED
  TCP    10.0.0.1:49989         wwwbaytest2:http       ESTABLISHED
  TCP    10.0.0.1:49990         64.4.11.252:http       ESTABLISHED
  TCP    10.0.0.1:49991         202:http               ESTABLISHED
  TCP    10.0.0.1:49992         64.4.11.252:http       ESTABLISHED
  TCP    10.0.0.1:49993         wwwbaytest2:http       ESTABLISHED
  TCP    10.0.0.1:49994         wwwbaytest2:http       ESTABLISHED
  TCP    10.0.0.1:49995         202:http               ESTABLISHED
  TCP    10.0.0.1:49996         201:http               ESTABLISHED
  TCP    10.0.0.1:49997         201:http               ESTABLISHED
  TCP    10.0.0.1:49998         201:http               ESTABLISHED
  TCP    10.0.0.1:49999         201:http               ESTABLISHED
  TCP    10.0.0.1:50000         64.4.30.89:http        ESTABLISHED
  TCP    10.0.0.1:50001         64.4.30.89:http        ESTABLISHED
  TCP    10.0.0.1:50002         208:http               ESTABLISHED
  TCP    10.0.0.1:50003         210:http               ESTABLISHED
  TCP    10.0.0.1:50004         210:http               ESTABLISHED
  TCP    10.0.0.1:50005         210:http               ESTABLISHED
  TCP    10.0.0.1:50006         210:http               ESTABLISHED
  TCP    10.0.0.1:50007         210:http               ESTABLISHED
  TCP    10.0.0.1:50008         210:http               ESTABLISHED
  TCP    10.0.0.1:50010         200:http               ESTABLISHED
  TCP    10.0.0.1:50011         64.4.30.89:http        ESTABLISHED
  TCP    10.0.0.1:50012         201:http               ESTABLISHED
  TCP    10.0.0.1:50015         *:http                 ESTABLISHED
  TCP    10.0.0.1:50017         201:http               ESTABLISHED
  TCP    10.0.0.1:50021         64.4.11.252:http       ESTABLISHED
  TCP    10.0.0.1:50022         64.4.11.252:http       ESTABLISHED
  TCP    10.0.0.1:50023         64.4.11.252:http       ESTABLISHED
  TCP    10.0.0.1:50024         64.4.11.252:http       ESTABLISHED
  TCP    10.0.0.1:50026         74.125.237.54:https    ESTABLISHED
  TCP    10.0.0.1:50028         syd01s01-in-f132:https  ESTABLISHED
  TCP    10.0.0.1:50030         tz-in-f106:https       ESTABLISHED
  TCP    10.0.0.1:50031         74.125.237.61:https    ESTABLISHED
  TCP    127.0.0.1:5679         Grasshopper:0          LISTENING
  TCP    127.0.0.1:7438         Grasshopper:0          LISTENING
  TCP    [::]:135               Grasshopper:0          LISTENING
  TCP    [::]:445               Grasshopper:0          LISTENING
  TCP    [::]:554               Grasshopper:0          LISTENING
  TCP    [::]:990               Grasshopper:0          LISTENING
  TCP    [::]:2869              Grasshopper:0          LISTENING
  TCP    [::]:3587              Grasshopper:0          LISTENING
  TCP    [::]:5357              Grasshopper:0          LISTENING
  TCP    [::]:10243             Grasshopper:0          LISTENING
  TCP    [::]:49152             Grasshopper:0          LISTENING
  TCP    [::]:49153             Grasshopper:0          LISTENING
  TCP    [::]:49154             Grasshopper:0          LISTENING
  TCP    [::]:49155             Grasshopper:0          LISTENING
  TCP    [::]:49156             Grasshopper:0          LISTENING
  TCP    [::]:49157             Grasshopper:0          LISTENING
  TCP    [::1]:5679             Grasshopper:0          LISTENING
  UDP    0.0.0.0:123            *:*
  UDP    0.0.0.0:3544           *:*
  UDP    0.0.0.0:3702           *:*
  UDP    0.0.0.0:3702           *:*
  UDP    0.0.0.0:3702           *:*
  UDP    0.0.0.0:3702           *:*
  UDP    0.0.0.0:5004           *:*
  UDP    0.0.0.0:5005           *:*
  UDP    0.0.0.0:5355           *:*
  UDP    0.0.0.0:49152          *:*
  UDP    0.0.0.0:62578          *:*
  UDP    0.0.0.0:62601          *:*
  UDP    10.0.0.1:137           *:*
  UDP    10.0.0.1:138           *:*
  UDP    10.0.0.1:1900          *:*
  UDP    10.0.0.1:51542         *:*
  UDP    10.0.0.1:60279         *:*
  UDP    127.0.0.1:1900         *:*
  UDP    127.0.0.1:60280        *:*
  UDP    [::]:123               *:*
  UDP    [::]:3540              *:*
  UDP    [::]:3702              *:*
  UDP    [::]:3702              *:*
  UDP    [::]:3702              *:*
  UDP    [::]:3702              *:*
  UDP    [::]:5004              *:*
  UDP    [::]:5005              *:*
  UDP    [::]:5355              *:*
  UDP    [::]:49153             *:*
  UDP    [::]:62579             *:*
  UDP    [::]:62602             *:*
  UDP    [::1]:1900             *:*
  UDP    [::1]:60278            *:*
  UDP    [fe80::c406:95f1:9a47:9fc9%12]:546  *:*
  UDP    [fe80::c406:95f1:9a47:9fc9%12]:1900  *:*
  UDP    [fe80::c406:95f1:9a47:9fc9%12]:60277  *:*
Ping:

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C:\Users\matt>ping -n 20 212.58.254.251

Pinging 212.58.254.251 with 32 bytes of data:
Reply from 212.58.254.251: bytes=32 time=442ms TTL=241
Request timed out.
Reply from 212.58.254.251: bytes=32 time=441ms TTL=241
Reply from 212.58.254.251: bytes=32 time=359ms TTL=241
Reply from 212.58.254.251: bytes=32 time=380ms TTL=241
Reply from 212.58.254.251: bytes=32 time=401ms TTL=241
Reply from 212.58.254.251: bytes=32 time=436ms TTL=241
Reply from 212.58.254.251: bytes=32 time=352ms TTL=241
Reply from 212.58.254.251: bytes=32 time=372ms TTL=241
Reply from 212.58.254.251: bytes=32 time=394ms TTL=241
Reply from 212.58.254.251: bytes=32 time=337ms TTL=241
Reply from 212.58.254.251: bytes=32 time=430ms TTL=241
Reply from 212.58.254.251: bytes=32 time=357ms TTL=241
Reply from 212.58.254.251: bytes=32 time=363ms TTL=241
Reply from 212.58.254.251: bytes=32 time=390ms TTL=241
Reply from 212.58.254.251: bytes=32 time=412ms TTL=241
Reply from 212.58.254.251: bytes=32 time=434ms TTL=241
Reply from 212.58.254.251: bytes=32 time=357ms TTL=241
Reply from 212.58.254.251: bytes=32 time=367ms TTL=241
Reply from 212.58.254.251: bytes=32 time=345ms TTL=241

Ping statistics for 212.58.254.251:
    Packets: Sent = 20, Received = 19, Lost = 1 (5% loss),
Approximate round trip times in milli-seconds:
    Minimum = 337ms, Maximum = 442ms, Average = 387ms
Tracert:

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C:\Users\matt>tracert 212.58.254.251

Tracing route to virtual2.thdo.bbc.co.uk [212.58.254.251]
over a maximum of 30 hops:

  1     3 ms     2 ms     1 ms  home [10.0.0.138]
  2     *        *        *     Request timed out.
  3     *       25 ms    23 ms  65.2.96.58.static.exetel.com.au [58.96.2.65]
  4    27 ms     *       35 ms  98.2.96.58.static.exetel.com.au [58.96.2.98]
  5    26 ms    24 ms    26 ms  vlan202.33bhc76f000.optus.net.au [59.154.44.77]

  6   240 ms   304 ms   307 ms  203.208.148.89
  7   216 ms   306 ms   305 ms  te-4-2.car2.SanJose1.Level3.net [4.79.42.229]
  8   222 ms   306 ms   209 ms  vlan60.csw1.SanJose1.Level3.net [4.69.152.62]
  9   229 ms   306 ms   306 ms  ae-61-61.ebr1.SanJose1.Level3.net [4.69.153.1]
 10   329 ms   304 ms   306 ms  ae-2-2.ebr2.NewYork1.Level3.net [4.69.135.186]
 11   326 ms   306 ms   306 ms  ae-72-72.csw2.NewYork1.Level3.net [4.69.148.38]

 12   330 ms   304 ms   307 ms  ae-71-71.ebr1.NewYork1.Level3.net [4.69.134.69]

 13   427 ms   408 ms   363 ms  ae-41-41.ebr2.London1.Level3.net [4.69.137.65]
 14   389 ms   408 ms   408 ms  ae-21-52.car1.London1.Level3.net [4.69.139.98]
 15   429 ms   356 ms   362 ms  195.50.118.242
 16   378 ms   408 ms   387 ms  212.58.238.153
 17   410 ms   407 ms   407 ms  rdirslb0.thdo.bbc.co.uk [212.58.224.136]
 18   339 ms   394 ms   409 ms  virtual2.thdo.bbc.co.uk [212.58.254.251]

Trace complete.

mjmcss
Posts: 7
Joined: Fri Nov 05, 2010 10:07 pm
Location: 225

Re: Incredibly Slow Speeds - Slower than before

Post by mjmcss » Thu Jun 02, 2011 4:27 pm

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Your current bandwidth reading is:

4.00kbps

which means you can download at 0.5 KB/sec. from our servers. 
That's 4.00kbps, not mbps. What is going on?

thejeg

Re: Incredibly Slow Speeds - Slower than before

Post by thejeg » Thu Jun 02, 2011 4:29 pm

mjmcss wrote:

Code: Select all

Your current bandwidth reading is:

4.00kbps

which means you can download at 0.5 KB/sec. from our servers. 
That's 4.00kbps, not mbps. What is going on?
OK That's enough! :? please use the following options (described in my signature) and log a service issue ASAP

mjmcss
Posts: 7
Joined: Fri Nov 05, 2010 10:07 pm
Location: 225

Re: Incredibly Slow Speeds - Slower than before

Post by mjmcss » Thu Jun 02, 2011 6:03 pm

The fault ticket is already logged. I included the number in my first post.

mjmcss
Posts: 7
Joined: Fri Nov 05, 2010 10:07 pm
Location: 225

Re: Incredibly Slow Speeds - Slower than before

Post by mjmcss » Thu Jun 02, 2011 10:33 pm

Our speeds are still incredibly slow and I've had no contact regarding the fault ticket. I'm in the middle of my exam period and this is an incredibly bad time for this happening - what am I supposed to do now?

thejeg

Re: Incredibly Slow Speeds - Slower than before

Post by thejeg » Fri Jun 03, 2011 11:55 am

mjmcss wrote:Our speeds are still incredibly slow and I've had no contact regarding the fault ticket. I'm in the middle of my exam period and this is an incredibly bad time for this happening - what am I supposed to do now?
Yes that ticket placed in "Waiting for Response" state. that's why I've asked you to open a service issue.

Let me get the ball rolling from our end anyway.

mjm.css
Posts: 7
Joined: Mon May 23, 2011 11:45 pm
Location: Melb

Re: Incredibly Slow Speeds - Slower than before

Post by mjm.css » Wed Jun 08, 2011 8:23 am

Okay, so here's where we're up to.

Somebody from Exetel tried to call me while I was in a meeting last week and I missed the call.

They then tried to call again at 9 o clock on a Saturday night. Unsurprisingly, I missed the call.

They sent me an email saying they had tried to contact me multiple times and were going to close my ticket if I didn't ring them.

I sent them an email saying they should try contacting me during business hours and leave a message if they couldn't get through.

They sent me an email saying:
Dear Sir,

Thank you for your e-mail.

Please kindly note that we have checked with our supplier about the speeds your getting.

Unfortunately, you are getting the best possible speeds. Therefore we offer you the option to opt-out from our network if you are unhappy with the current speeds.

We will waive the ETC and also the rental for the months of May and June.


Regards,

Chalin F
Support Engineer
What the hell!?! First of all, that's utter crap - less than two weeks ago we were getting 400kbps.

But more than that, until we swtiched from Naked ADSL2+, our speeds were three or four times what we were getting, why can't we just go back to that? This doesnt make any sense

Please help, we're still stuck at 130kbps and I just want it to be like it used to be before we changed to this dodgy plan

shoner
Exetel Staff
Posts: 756
Joined: Mon Apr 20, 2009 2:50 pm

Re: Incredibly Slow Speeds - Slower than before

Post by shoner » Wed Jun 08, 2011 5:03 pm

mjm.css wrote:Okay, so here's where we're up to.

Somebody from Exetel tried to call me while I was in a meeting last week and I missed the call.

They then tried to call again at 9 o clock on a Saturday night. Unsurprisingly, I missed the call.

They sent me an email saying they had tried to contact me multiple times and were going to close my ticket if I didn't ring them.

I sent them an email saying they should try contacting me during business hours and leave a message if they couldn't get through.

They sent me an email saying:
Dear Sir,

Thank you for your e-mail.

Please kindly note that we have checked with our supplier about the speeds your getting.

Unfortunately, you are getting the best possible speeds. Therefore we offer you the option to opt-out from our network if you are unhappy with the current speeds.

We will waive the ETC and also the rental for the months of May and June.


Regards,

Chalin F
Support Engineer
What the hell!?! First of all, that's utter crap - less than two weeks ago we were getting 400kbps.

But more than that, until we swtiched from Naked ADSL2+, our speeds were three or four times what we were getting, why can't we just go back to that? This doesnt make any sense

Please help, we're still stuck at 130kbps and I just want it to be like it used to be before we changed to this dodgy plan

We have sent you a response to your email.
"Helping Making a Better World"

Log a fault ticket Here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

mjm.css
Posts: 7
Joined: Mon May 23, 2011 11:45 pm
Location: Melb

Re: Incredibly Slow Speeds - Slower than before

Post by mjm.css » Wed Jun 08, 2011 6:49 pm

Hi Shoner,

The response was "We don't offer Naked ADSL2+ anymore".

That still doesn't explain a download speed drop of 400kbps in a week and a half. I still haven't received any information about that.

shoner
Exetel Staff
Posts: 756
Joined: Mon Apr 20, 2009 2:50 pm

Re: Incredibly Slow Speeds - Slower than before

Post by shoner » Wed Jun 08, 2011 10:45 pm

mjm.css wrote:Hi Shoner,

The response was "We don't offer Naked ADSL2+ anymore".

That still doesn't explain a download speed drop of 400kbps in a week and a half. I still haven't received any information about that.
I will arrange an engineer to contact you tomorrow during working hours.
"Helping Making a Better World"

Log a fault ticket Here
or call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)
Exetel Support Portal

mjm.css
Posts: 7
Joined: Mon May 23, 2011 11:45 pm
Location: Melb

Re: Incredibly Slow Speeds - Slower than before

Post by mjm.css » Wed Jun 08, 2011 10:54 pm

I'd really appreciate that, I still haven't actually gotten the opportunity to speak to someone.

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