Time outs and Disconnections

Services provided via NBN Co, Opticomm, Open Networks, Red Train, LBN Co, and TPG FttB
Post Reply
ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Time outs and Disconnections

Post by ilce » Sun Oct 30, 2016 9:58 pm

Was OK this morning but sometime after 9pm I started constantly being disconnected or timing out.

Ping tests and speed test show time outs every now and then.

Constantly being disconnected from WOW. Sometimes after 2 mins, sometimes after 10 secs.

Really frustrating. Reset modem and all that, no change.

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Sun Oct 30, 2016 10:11 pm

C:\Users\ilce>ping -t exetel.com.au

Pinging exetel.com.au [220.233.0.9] with 32 bytes of data:
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=26ms TTL=60
Reply from 220.233.0.9: bytes=32 time=42ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=70ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=117ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=100ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=51ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=113ms TTL=60
Request timed out.
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=30ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=10ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60

Ping statistics for 220.233.0.9:
Packets: Sent = 45, Received = 40, Lost = 5 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 117ms, Average = 22ms

michaeld

Re: Time outs and Disconnections

Post by michaeld » Mon Oct 31, 2016 12:27 am

ilce wrote:Was OK this morning but sometime after 9pm I started constantly being disconnected or timing out.

Ping tests and speed test show time outs every now and then.

Constantly being disconnected from WOW. Sometimes after 2 mins, sometimes after 10 secs.

Really frustrating. Reset modem and all that, no change.



Hi

I have dropped an email to the nominated email address with some tests that need to be done.

Your reference number for this issue is 10882695.

Please reply to that email and we will be able to get this checked further.

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Mon Oct 31, 2016 7:46 am

Thanks

Will do the off peak and peak test.

This morning's off peak test was all good. last night was terrible. Only been connected to FTTN for just over a week now and that was the 1st time it went to crap.

Also I am on a 25/5 plan and I have never got over 22.8/4.6 on my speed tests (multiple test with different engines) Is this normal? I thought the govt guaranteed 25 min. Modem says its synced at 28000/6000.

KavindaS
Exetel Staff
Posts: 2573
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Time outs and Disconnections

Post by KavindaS » Mon Oct 31, 2016 2:57 pm

ilce wrote:Thanks

Will do the off peak and peak test.

This morning's off peak test was all good. last night was terrible. Only been connected to FTTN for just over a week now and that was the 1st time it went to crap.

Also I am on a 25/5 plan and I have never got over 22.8/4.6 on my speed tests (multiple test with different engines) Is this normal? I thought the govt guaranteed 25 min. Modem says its synced at 28000/6000.
Sync rates can be at the maximum rates, however FTTN services there is no guarantee of 25min depending on various line conditions.

An average speed cannot be confirmed since the speeds will vary depending on the following facts as well

* Distance from the exchange
* Quality of the cables.
* Electrical interferences from other sources.
* Age of the cables.

Since there is a clear different as you have stated within peak and off- peak, once you send the test results, we will check for the network related issues.

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Tue Nov 01, 2016 8:38 am

Was very good last night, tested at 6pm, 9pm and 12am. Though it was a Monday night.

Will keep testing for rest of week and let you know.

KavindaS
Exetel Staff
Posts: 2573
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Time outs and Disconnections

Post by KavindaS » Tue Nov 01, 2016 1:15 pm

ilce wrote:Was very good last night, tested at 6pm, 9pm and 12am. Though it was a Monday night.

Will keep testing for rest of week and let you know.
Thank you. Test and keep the results with the time frames and reply back to the email if the issue persists.

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Sat Nov 12, 2016 6:12 pm

Ok for over a week and today its been terrible.

From when I was on 4pm my modem has been disconnecting from the VDSL connection every 10-15 mins for 1-2 mins. Rinse and repeat. Frustrating.

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Sat Nov 12, 2016 6:14 pm

Now its doing it every 3-5 mins

Pinging exetel.com.au [220.233.0.9] with 32 bytes of data:
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=12ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=12ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 192.168.1.1: Destination net unreachable.
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=12ms TTL=60
Reply from 220.233.0.9: bytes=32 time=12ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=12ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=11ms TTL=60
Reply from 220.233.0.9: bytes=32 time=12ms TTL=60

Ping statistics for 220.233.0.9:
Packets: Sent = 39, Received = 39, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 12ms, Average = 11ms
Control-C
^C

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Sat Nov 12, 2016 6:57 pm

Was just now disconnected for 20 mins before it came back :(

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Sat Nov 12, 2016 8:45 pm

8pm and the disconnections stopped.

Kaushalya
Exetel Staff
Posts: 269
Joined: Wed Jan 13, 2010 4:25 pm
Location: Australia

Re: Time outs and Disconnections

Post by Kaushalya » Sat Nov 12, 2016 9:46 pm

ilce wrote:8pm and the disconnections stopped.
Apologies for the inconvenience :(

I have sent you an email, please reply with the requested information so that we can get our supplier to investigate this.

Your reference number: 10882695

ilce
Posts: 101
Joined: Wed Sep 27, 2006 6:18 pm
Location: Wollongong

Re: Time outs and Disconnections

Post by ilce » Sun Nov 13, 2016 5:24 pm

was out all day, will respond soon.

michaeld

Re: Time outs and Disconnections

Post by michaeld » Mon Nov 14, 2016 12:36 am

ilce wrote:was out all day, will respond soon.
Hi Ilce,

Once you reply to that email , we will be able to get this investigated further.

Post Reply