Ongoing ADSL issues

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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JamesR
Posts: 424
Joined: Sun May 06, 2007 10:20 am

Ongoing ADSL issues

Post by JamesR » Mon Jul 14, 2014 9:23 pm

Evening all,

We live quite a fair distance from the exchange and have always had average line speeds for our location. Speedtest.net (using Telstra Brisbane) normally shows around 3Mbps down and 0.7Mbps up. Exetel Speed Test shows around 2.8Mbps. We're connected to ADSL2+ (I believe).

ADSL Modem Stats:

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                    Upstream	Downstream
Current Rate (Kbps):    886	3567
Max Rate (Kbps)	:     886	4080
SNR Margin (dB)	:     6.1	4
Line Attenuation (dB):  33.8  54.4
Errors (Pkts):          0     0
Over the past month, we have had numerous daily dropouts in the connection, where sometimes the ADSL line is lost altogether (according to the ADSL Modem the line is "disconnected") or the connectivity is simply lost (ADSL Modem reports connected and sync, with no throughput). I spoke with technical support about a month ago as we were having very high ping times to Australian based gaming servers - this was resolved by giving a locally based IP address (I was told our previous IP address was routing through Melbourne, not Brisbane). However, this is around the same time these new issues have been occuring.

For example tonight I tried to watch live stream video from http://www.twitch.tv and I am getting nothing but choppy buffering video which cannot play longer than 3 seconds before having to rebuffer. Here is a traceroute to their network:

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jamesmacbookpro:~ james$ traceroute www-cdn.jtvnw.net
traceroute: Warning: www-cdn.jtvnw.net has multiple addresses; using 8.247.67.252
traceroute to secure.jtvnw.net.c.footprint.net (8.247.67.252), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 2.756 ms 1.653 ms 2.659 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
As you can see, the only response in 12 hops is from my internal network. I contacted Exetel Helpdesk about a week ago, they offered to commence troubleshooting by changing my IP address again however I have not had any progress on this ticket. BGB-59694-888 is the reference number I have been provided.

Could I please have this looked at as soon as possible? It's unbearable as it is!
Regards,

JamesR
Customer since 2005

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

Re: Ongoing ADSL issues

Post by Dazzled » Mon Jul 14, 2014 9:48 pm

A noise margin of 4 dB isn't much on a line as bad as 54 dB attenuation. Drop outs aren't surprising.

For traceroute to that server, try the Linux command: sudo traceroute -T 8.247.67.252 (it sends TCP packets). I got there in the USA on the 14th hop, in 223 ms. You'll probably find no replies from the earlier hops.

It turns out there's a lot of asymmetry in the path. Using tracepath (UDP packets):

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$ tracepath  8.247.67.252
 1:  study-desktop.local (192.168.1.3)                      0.136ms pmtu 1500
 1:  192.168.1.1 (192.168.1.1)                              1.159ms 
 1:  192.168.1.1 (192.168.1.1)                              1.940ms 
 2:  192.168.1.1 (192.168.1.1)                              1.180ms pmtu 1492
 2:  no reply
 3:  220.8.96.58.static.exetel.com.au (58.96.8.220)        45.444ms 
 4:  10.1.23.30 (10.1.23.30)                               47.037ms asymm  7 
 5:  10.1.21.26 (10.1.21.26)                               46.388ms 
 6:  203-174-185-145.syd.static-ipl.aapt.com.au (203.174.185.145)  68.704ms 
 7:  po41.sglebbrdr11.aapt.net.au (202.10.14.198)          47.152ms 
 8:  xe-9-0-3-460.edge1.LosAngeles6.Level3.net (4.26.0.101) 234.179ms asymm  9 
 9:  vlan70.csw2.LosAngeles1.Level3.net (4.69.144.126)    239.997ms asymm 16 
10:  ae-93-93.ebr3.LosAngeles1.Level3.net (4.69.137.45)   239.433ms asymm 16 
11:  ae-3-3.ebr1.SanJose1.Level3.net (4.69.132.9)         238.753ms asymm 16 
12:  ae-71-71.csw2.SanJose1.Level3.net (4.69.153.6)       238.255ms asymm 15 
13:  ae-1-60.edge8.SanJose1.Level3.net (4.69.152.20)      238.158ms asymm 15 
14:  no reply
mtr using ICMP packets is interesting also. Leaving Australia is the busy spot:

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                                                              Packets               Pings
 Host                                                       Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. Gate.home                                                0.0%    69    1.5   0.6   0.5   1.5   0.2
 2. ???
 3. 208.8.96.58.static.exetel.com.au                         0.0%    69   30.4  32.1  29.3 128.4  11.8
 4. 10.1.23.28                                               0.0%    69   30.4  34.8  29.6 217.9  22.9
 5. 10.1.21.26                                               0.0%    69  242.4  45.0  29.6 290.3  51.6
 6. 203-174-185-145.syd.static-ipl.aapt.com.au              43.5%    69   31.4 1225.  31.0 5663. 1839.
 7. po41.sglebbrdr11.aapt.net.au                             0.0%    69   31.6  32.0  30.6  34.6   1.0
 8. xe-9-0-3-460.edge1.LosAngeles6.Level3.net                0.0%    69  214.3 217.0 213.6 253.9   8.1
 9. vlan60.csw1.LosAngeles1.Level3.net                       0.0%    69  216.4 217.1 215.6 219.6   0.8
10. ae-61-61.ebr1.LosAngeles1.Level3.net                     0.0%    69  217.8 218.6 217.0 228.0   1.9
11. ae-6-6.ebr1.Tustin1.Level3.net                           0.0%    68  218.2 218.5 216.7 228.8   1.7
12. ae-107-3507.bar2.Tustin1.Level3.net                      0.0%    68  254.7 219.5 216.5 254.7   6.4
13. ???
And if you are having trouble getting a ping, there are other ways, eg (TCP on port 80):

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$ sudo hping3 -S 8.247.67.252 -p 80 -c 10
HPING 8.247.67.252 (eth3 8.247.67.252): S set, 40 headers + 0 data bytes
len=46 ip=8.247.67.252 ttl=50 id=45857 sport=80 flags=SA seq=0 win=5840 rtt=221.8 ms
len=46 ip=8.247.67.252 ttl=50 id=45858 sport=80 flags=SA seq=1 win=5840 rtt=221.8 ms
...

angelos
Exetel Staff
Posts: 1068
Joined: Fri Nov 09, 2012 11:22 pm
Location: Australia

Re: Ongoing ADSL issues

Post by angelos » Tue Jul 15, 2014 12:34 am

You seem to have an open ticket with us and we have responded to it accordingly. Your reference #8091836

I have changed the IP address for your service so please restart your modem and monitor the service. Your new IP address has been advised in the reply as well so you could update the DNS records accordingly as well.

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