Browsing Issue - TAS

Old, inactive threads
Post Reply
ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Browsing Issue - TAS

Post by ShaminG » Fri Oct 26, 2012 2:56 pm

EVENT
Browsing issue in TAS this has been linked to the following issues

MTU size on supplier device set incorrectly
Bandwidth issue on supplier link

IMPACT
Some ADSL customers in TAS may experience browsing issues, packet loss, latency.

ETR
Our wholesale supplier is currently investigation the matter. No ETR at the moment.

LarryK

Re: Browsing Issue - TAS

Post by LarryK » Fri Oct 26, 2012 4:11 pm

There is no ETR at the moment.

WilliamC
Posts: 369
Joined: Tue May 02, 2006 10:50 pm

Re: Browsing Issue - TAS

Post by WilliamC » Fri Oct 26, 2012 5:33 pm

Our supplies have isolated the issue within their network and are currently in the in the process of finding a solution.

We are awaiting further update and have been given no ETR on this issue.

WilliamC
Posts: 369
Joined: Tue May 02, 2006 10:50 pm

Re: Browsing Issue - TAS

Post by WilliamC » Fri Oct 26, 2012 6:12 pm

Our suppliers have found the issue to be with a inter carrier link and are currently in the process of upgrading it.

There is still no ETR.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Browsing Issue - TAS

Post by ShaminG » Mon Oct 29, 2012 10:43 am

Update

We are still waiting on our wholesale supplier to complete the work from their end. Still no ETR.

We apologize for any inconvenience caused.

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

Re: Browsing Issue - TAS

Post by shoner » Mon Oct 29, 2012 5:46 pm

Update

We are still waiting on our wholesale supplier to complete the work, we have received a tentative ETR for this wednesday.
"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

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

Re: Browsing Issue - TAS

Post by shoner » Wed Oct 31, 2012 4:35 pm

Update

The issue was identified as contention within our wholesale carrier network. Additional bandwidth was added by our wholesale supplier at 8:30am this morning. We believe the issues experienced since Friday has now been resolved. We are seeing no packet loss and normal latency on circuits tested.

We will continue to monitor the services for the rest of the day especially during the night before we completely mark this as resolved.
"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

WilliamC
Posts: 369
Joined: Tue May 02, 2006 10:50 pm

Re: Browsing Issue - TAS

Post by WilliamC » Wed Oct 31, 2012 11:06 pm

We have currently identified a new issue and are working towards a resolution for it with our suppliers.

However currently for those that can easily do it or with some assistance for the manual, please set the MTU to 1400 on your modem WAN link. This will assist with browsing issues.

This is not a permanent fix, however it is currently a workaround for browsing issues many are experiencing.

We will update once our suppliers have provided a permanent fix for this issue.

WilliamC
Posts: 369
Joined: Tue May 02, 2006 10:50 pm

Re: Browsing Issue - TAS

Post by WilliamC » Thu Nov 01, 2012 12:01 am

Issue is with the IP NOC team, we are still awaiting an update for the MTU issue.

WilliamC
Posts: 369
Joined: Tue May 02, 2006 10:50 pm

Re: Browsing Issue - TAS

Post by WilliamC » Thu Nov 01, 2012 9:54 am

We are still awaiting action from our suppliers, currently there is no update on their plan for restoration as they are still investigating where the source of the issue is.

ShaminG
Exetel Staff
Posts: 960
Joined: Wed Jan 06, 2010 10:11 am
Location: Sydney, Australia

Re: Browsing Issue - TAS

Post by ShaminG » Thu Nov 01, 2012 9:38 pm

Update

As per our wholesale carrier ETA for fixing the MTU issue is by 6:00AM (EST), tomorrow.

WilliamC
Posts: 369
Joined: Tue May 02, 2006 10:50 pm

Re: Browsing Issue - TAS

Post by WilliamC » Fri Nov 02, 2012 10:40 am

Update

We have just been updated - The fix did not work, our suppliers had to roll back changes and replan. We have not been updated update yet for the ETR or their next attempt to fix this issue.

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

Re: Browsing Issue - TAS

Post by shoner » Fri Nov 02, 2012 4:25 pm

Update

As per our wholesale carrier NEW ETA for fixing the MTU issue is by 6:30AM (EST), Saturday 03/11/2012.
"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

thejeg

Re: Browsing Issue - TAS

Post by thejeg » Mon Nov 05, 2012 5:38 pm

Hi All,

If you are still experiencing any problems with your service, or need any help, please call our support engineers on 1300 788 141, Option 2, anytime between 08.30 am and 11.00 pm AEST, or email residentialsupport@exetel.com.au at any time.

We apologize for any inconvenience caused.

Post Reply