UDP Throttling

[Azaliaa86]

Hello,

I have been unable to get a clear answer form any exetel representative regarding the current wide-spread issue of UDP packet loss and suspected throttling by exetel. There are numerous people discussing this issue on the Whirlpool forums and I am sure others not on this forum must also be significantly affected.

We are all unable to use the internet for the sole purpose we require it (P2P gaming and P2P voice programs). I use voice programs for work as phone signal is difficult in my area. This is causing significant issues.

I would like to know if this is likely to continue, if it is a fault or we are being deliberately shaped. If it is a fault I am willing to stay with exetel another week till the issue is addressed or info is given to let us know a fix is in progress. If it is deliberate I need to change ISPs immediately.

[angelos]

Hello,

I have been unable to get a clear answer form any exetel representative regarding the current wide-spread issue of UDP packet loss and suspected throttling by exetel. There are numerous people discussing this issue on the Whirlpool forums and I am sure others not on this forum must also be significantly affected.

We are all unable to use the internet for the sole purpose we require it (P2P gaming and P2P voice programs). I use voice programs for work as phone signal is difficult in my area. This is causing significant issues.

I would like to know if this is likely to continue, if it is a fault or we are being deliberately shaped. If it is a fault I am willing to stay with exetel another week till the issue is addressed or info is given to let us know a fix is in progress. If it is deliberate I need to change ISPs immediately.

Apologies but we need to investigate this on a case by case basis and as such would appreciate it if you could PM me your service number so we could look into this matter further and advise you accordingly.

[angelos]

PM received. Could you please let us know what games and voice programs you are facing this issue with?

[Azaliaa86]

P2P games including but not limited to League of Legends, Hearthstone, Heroes of the Storm, H1Z1, Day Z. Mostly the intro screens are OK but when a game starts there are multiple diconnects and packet loss warnings.

Voice programs such as Mumble and Vent.

I have sent tests via email. Most indicate UDP packet loss, which is what is being described by others as well.

This occurs on both of our computers. I have borrowed and tested other routers. I have tested wiring.

Thanks,

Anna

[Azaliaa86]

Any feedback re issues? At least some sort of acknowledgement that they exist?

[exeteluser9384759]

dead sick of this

the reason you need to investigate on a seperate basis is to know who's using what and unblock common ports used by these programs. you've blacklisted every port and no one can do anything right now

you know you're throttling udp packets so hard the entire protocol is blocked just fix it already and stop wasting everyones time

THANK YOU!

[Dazzled]

the entire protocol is blocked

Linux traceroute uses UDP, and it is working. Have you used tools like lperf, hping, etc to time UDP packets, not only locally but o/seas? Or do you believe that just some particular games traffic is delayed?

[ShaminG]

Any feedback re issues? At least some sort of acknowledgement that they exist?

Situation has been monitored on a test environment with LOL, WOW, Hearthstone, etc and worked fine. We have replied to your support ticket 8733395.

[Azaliaa86]

For how long and what time of day? approx 3pm Sunday issues were occuring again. It can work for a while then drop out again. There are at least 20 people talking about it on the forums, clearly there needs more investigation.

[ShaminG]

For how long and what time of day? approx 3pm Sunday issues were occuring again. It can work for a while then drop out again. There are at least 20 people talking about it on the forums, clearly there needs more investigation.

On your particular issue, we are happy to investigate further. However, we require solid test results to move ahead on this. For example, the usage on your service on Sunday around 3 pm is as below.

15:04:05 xxx@nsw.exetel.com.au 220.233.xx 108.46 8003.74
15:36:51 xxx@nsw.exetel.com.au 220.233.xx 20.64 73.86
16:09:27 xxx@nsw.exetel.com.au 220.233.xx 155.59 10473.18
16:40:38 xxx@nsw.exetel.com.au 220.233.xx 39.30 1325.41
17:10:49 xxx@nsw.exetel.com.au 220.233.xx 73.67 2814.87

It's possible the extensive utilization could have caused the packet loss.

[Azaliaa86]

That would only explain Sunday, however when I attempted to play nothing else was being ultilised in the background. I purchased a new computer Saturday and was downloading Windows updates, programs etc.

The packet loss occurs every single day and has been occuring for four weeks.

[Azaliaa86]

10/February/2015 9.48 MB 84.61 MB 624.36 MB 691.62 MB

It is currently 10:16pm. I entered a League of Legends game. I disconnect/reconnect/disconnect/reconnect. Once again had to leave the game after sitting there for ten minutes just trying to see if it will work, and get penalised again.

[ShaminG]

10/February/2015 9.48 MB 84.61 MB 624.36 MB 691.62 MB

It is currently 10:16pm. I entered a League of Legends game. I disconnect/reconnect/disconnect/reconnect. Once again had to leave the game after sitting there for ten minutes just trying to see if it will work, and get penalised again.

We would really appreciate if you could forward us the test results requested in the email. This will enable us to investigate the matter effectively.

[MikeTurner]

I too am experiencing packet loss when connecting to any blizzard game - diablo 3.

I did not have this when I used exetel ADSL2, but now I'm on exetel NBN, it takes me 10 mins to log on, and I get random disconnects every hour or so. My VOIP is also unstable. I have 100/40N NBN, and it should work perfectly.

I've been with exetel for >10 years. I'm about to leave if this is not rectified.

[angelos]

I too am experiencing packet loss when connecting to any blizzard game - diablo 3.

I did not have this when I used exetel ADSL2, but now I'm on exetel NBN, it takes me 10 mins to log on, and I get random disconnects every hour or so. My VOIP is also unstable. I have 100/40N NBN, and it should work perfectly.

I've been with exetel for >10 years. I'm about to leave if this is not rectified.

I have sent you an email with some test results that we need from you. Could you please complete the test and forward it to us so we could look into this matter further?