Exetel customer help forum

Hi,

Since last Tuesday I have been experiencing an erratic high ping to a gaming server that is causing extreme lag and disconnection issues etc.

I have tried the following:
1. Isolate Line.
2. Reset Modem.
3. Checked all cable connections.
4. Ensure no other programs running or downloads occuring.
5. Run Virus, Malware scans etc.
6. Shitdown Firewall temporarily.
7. Run Speed Tests all normal speed ok.

My usual Ping to this gaming server(in WA) is <100mS - see attached Trace Route:

Tracing route to 116.212.196.244 over a maximum of 30 hops

1 * * * Request timed out.
2 9 ms 9 ms 10 ms 129.6.96.58.static.exetel.com.au [58.96.6.129]
3 11 ms 10 ms 9 ms ip-11-2-100-218.static.pipenetworks.com [218.100
.2.11]
4 59 ms 59 ms 59 ms ge2-4.br02.wa.amcom.net.au [203.161.65.5]
5 58 ms 59 ms 61 ms te7-1.cr02.wa.amcom.net.au [203.161.65.74]
6 59 ms 59 ms 58 ms te4-1.gw02.v6.wa.amcom.net.au [203.161.64.65]
7 60 ms 59 ms 58 ms 116.212.196.244

The ping now varies between 700 to 1600mS when it is performing erratically(this last for a few hours appears to not just be at peak times) at other times it still returns to normal, I have attached a couple of Trace Routes that have been run over last few days:

Tracing route to 116.212.196.244 over a maximum of 30 hops

1 * * * Request timed out.
2 1310 ms 975 ms 1209 ms 129.6.96.58.static.exetel.com.au [58.96.6.129]
3 1363 ms 1339 ms 1155 ms ip-11-2-100-218.static.pipenetworks.com [218.100
.2.11]
4 1525 ms 1576 ms 1737 ms ge2-4.br02.wa.amcom.net.au [203.161.65.5]
5 1153 ms 1162 ms 1338 ms te7-1.cr02.wa.amcom.net.au [203.161.65.74]
6 1706 ms 1969 ms 1812 ms te4-1.gw02.v6.wa.amcom.net.au [203.161.64.65]
7 1515 ms 1497 ms 1589 ms 116.212.196.244

Trace complete.

Tracing route to 116.212.196.244 over a maximum of 30 hops

1 * * * Request timed out.
2 1373 ms 1470 ms 1412 ms 129.6.96.58.static.exetel.com.au [58.96.6.129]
3 1101 ms 719 ms 648 ms ip-11-2-100-218.static.pipenetworks.com [218.100
.2.11]
4 1022 ms 751 ms 802 ms ge2-4.br02.wa.amcom.net.au [203.161.65.5]
5 632 ms 638 ms 796 ms te7-1.cr02.wa.amcom.net.au [203.161.65.74]
6 837 ms 496 ms 703 ms te4-1.gw02.v6.wa.amcom.net.au [203.161.64.65]
7 734 ms 685 ms 891 ms 116.212.196.244

I have also tried Trace Route to Exetel which shows folloing results when bad :

Tracing route to candlenut-web.exetel.com.au [220.233.0.9]
over a maximum of 30 hops:

1 * * * Request timed out.
2 558 ms 662 ms 539 ms 129.6.96.58.static.exetel.com.au [58.96.6.129]
3 630 ms 673 ms 712 ms 139.6.96.58.static.exetel.com.au [58.96.6.139]
4 534 ms 606 ms 624 ms candlenut-web.exetel.com.au [220.233.0.9]

And when good :

Tracing route to candlenut-web.exetel.com.au [220.233.0.9]
over a maximum of 30 hops:

1 * * * Request timed out.
2 9 ms 9 ms 9 ms 129.6.96.58.static.exetel.com.au [58.96.6.129]
3 10 ms 10 ms 9 ms 139.6.96.58.static.exetel.com.au [58.96.6.139]
4 11 ms 11 ms 11 ms candlenut-web.exetel.com.au [220.233.0.9]

Trace complete.

1. Is there a problem with maintenance etc at Como Exchange or Exetel at present that will be causing this problem?
2. Is there any other diagnostics that can be advised?
3. Please can you advise when problem can be investigated/rectfied?

Thanks,

Chrs, Pat

It's a Telstra serviced exchange. I have just been running mtr to the gaming server, and have found huge jitter at the last hop from te4-1.gw02.v6.wa.amcom.net.au, so although that's causing you difficulties, it isn't an excellent diagnostic. What is, however, is your ping time to the Exetel server. This timing is for a trip from your home to the exchange and on via Telstra's backhaul system to Exetel. Keeping notes about the times when this deteriorates, and concurrent download speed tests would be helpful. A Support staff tech will drop in soon.

Dear Patrini,

As per the initial testing I could see packet loss, high latency with the connection.

Success rate is 90 percent (90/100), round-trip min/avg/max = 64/889/1920 ms

Could you please let me know a time-frame when you are not utilizing the connection for any uploads/downloads, So we can continue with the testing. I have created a support ticket with the reference 4514042 to follow up the matter.

Dazzled - , thks for reply, If you check my orig post you will see that ping time to Exetel Server also goes erratic.

ShaminG - I will not be using the connection from 23:00 Sydney time until 08:00. Also during the day from 10:30 until 17:00. Thks for responding quickly.

Chrs, Pat

ShaminG - I will not be using the connection from 23:00 Sydney time until 08:00. Also during the day from 10:30 until 17:00. Thks for responding quickly.

We will test the connection during the mentioned time frame and provide you an update.

Patrini, I'm sorry if I wasn't clear enough - I was trying to draw your attention to the Exetel ping rather than the game server result. ShaminG has measured that problem, and I hope his tests will clear it up.

Hi, could you please provide me with an update and tell me what the results of testing my connection were ??

Thks,

Chrs, Pat

Hi, could you please provide me with an update and tell me what the results of testing my connection were ??

Unlike yesterday, today's testing didn't show any issues.

Success rate is 100 percent (100/100), round-trip min/avg/max = 64/68/92 ms

Hey Mate,

As people above have mentioned the issue is actually your first hop to: 129.6.96.58.static.exetel.com.au [58.96.6.129]

We have been following this on another thread: viewtopic.php?f=284&t=38664

In short as I mention in the other thread it is not exchange based but the link we are getting to 129.6.96.58.static.exetel.com.au [58.96.6.129] - people from all over NSW reporting the same latency issues with this hop.

Apparently it was fixed yesterday - no details have been provided as to what was actually done however the standard 2 week timeframe that we were given implies a network change or some sort.

I sit on a sync of 20K+ and have in the past few weeks average 3-5Mb and lower on the exetel speed test duirng peak periods (7pm-11pm)

At the moment 4:50pm i'm on 7.26, I can easily hit 16-17Mb in non peak times, I am happy to accept a slight drop based on some congestion but when we all like you experience the packet loss, it is extremely frustrating.

I wasn't home most of last night so it will be interesting to see how it goes tonight...

Hey Mate,

As people above have mentioned the issue is actually your first hop to: 129.6.96.58.static.exetel.com.au [58.96.6.129]

We have been following this on another thread: viewtopic.php?f=284&t=38664

In short as I mention in the other thread it is not exchange based but the link we are getting to 129.6.96.58.static.exetel.com.au [58.96.6.129] - people from all over NSW reporting the same latency issues with this hop.

Apparently it was fixed yesterday - no details have been provided as to what was actually done however the standard 2 week timeframe that we were given implies a network change or some sort.

I sit on a sync of 20K+ and have in the past few weeks average 3-5Mb and lower on the exetel speed test duirng peak periods (7pm-11pm)

At the moment 4:50pm i'm on 7.26, I can easily hit 16-17Mb in non peak times, I am happy to accept a slight drop based on some congestion but when we all like you experience the packet loss, it is extremely frustrating.

I wasn't home most of last night so it will be interesting to see how it goes tonight...

Since the upgrade have already been completed, I have re-checked the DSLAM with the wholesale supplier and seems it's affected. Apparently no ETA

ShaminG,

Can you please clarify your comment - "I have re-checked the DSLAM"

are you implying that you have checked from 58.96.6.129 to the como exchange? or what have you checked exactly?

ShaminG,

Can you please clarify your comment - "I have re-checked the DSLAM"

are you implying that you have checked from 58.96.6.129 to the como exchange? or what have you checked exactly?

With your connection, it's not coming through COMO . It's currently connected to K**********.

We have contacted Telstra and according to them the specific DSLAM (K**********) has been identified for issues.

Fantastic,

So now that you have publicly stated my exchange, can you tell me what the intention is to resolve these "issues"?

Can I ask why these issues are only specific to Exetel and not any other provider? I have confirmed with users from other ISP's in the area who live further than I do from the exchange that they do not suffer the same issues.

So now that you have publicly stated my exchange, can you tell me what the intention is to resolve these "issues"?

I have edited the post to hide the DSLAM name.

Matter has already been escalated with our wholesale supplier, to get more specific information as to when we can expect an upgrade / solution to this issue.

I will be following up the matter via the support ticket ID : 4518917

If there is anything to say after the ticket for exchange K*** is dealt with can we please start a new thread. This one is for a COMO problem.