High Latency Charlestown NSW NBN

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andred
Posts: 6
Joined: Sun Feb 18, 2018 10:59 am
Location: Charlestown

High Latency Charlestown NSW NBN

Post by andred » Sun Mar 24, 2019 9:07 pm

Hi,

On Friday our NBN dropped for about 9 hours and came back up. I didn't notice any issues until I started gaming. For some reason my ping to Sydney is now around the 200ms (usually 10) constantly and has been for two days which makes it almost impossible when gaming on overseas servers with 500ms+ pings. Is there any reason for this change?
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nilushid
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Location: sydney

Re: High Latency Charlestown NSW NBN

Post by nilushid » Mon Mar 25, 2019 7:34 pm

andred wrote:
Sun Mar 24, 2019 9:07 pm
On Friday our NBN dropped for about 9 hours and came back up. I didn't notice any issues until I started gaming. For some reason my ping to Sydney is now around the 200ms (usually 10) constantly and has been for two days which makes it almost impossible when gaming on overseas servers with 500ms+ pings. Is there any reason for this change?
We are sorry to hear that you are experiencing latency on our service. Therefore, to investigate this further, we have sent you an email to your nominated email address. Please go through the email and reply back to us via the same email with the test results ,if your service issue persist.

Ref: #14646193

andred
Posts: 6
Joined: Sun Feb 18, 2018 10:59 am
Location: Charlestown

Re: High Latency Charlestown NSW NBN

Post by andred » Mon Mar 25, 2019 8:07 pm

Hi Nilushi

Email reply send.

Cheers.

Andre.

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nilushid
Exetel Staff
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Location: sydney

Re: High Latency Charlestown NSW NBN

Post by nilushid » Tue Mar 26, 2019 1:06 pm

andred wrote:
Mon Mar 25, 2019 8:07 pm
Hi Nilushi

Email reply send.

Cheers.

Andre.
Thanks for the test results. We are investigating this with our Network Engineers. We will get back to you as soon as we have an update.

andred
Posts: 6
Joined: Sun Feb 18, 2018 10:59 am
Location: Charlestown

Re: High Latency Charlestown NSW NBN

Post by andred » Sat Mar 30, 2019 10:04 am

Hi,

Is there any further update?

Looking at the chart below, it seems to be getting better, but is still higher at peak times between 1900 + 2300 hrs.
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rehanj
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Re: High Latency Charlestown NSW NBN

Post by rehanj » Sat Mar 30, 2019 5:15 pm

andred wrote:
Sat Mar 30, 2019 10:04 am
Hi,

Is there any further update?

Looking at the chart below, it seems to be getting better, but is still higher at peak times between 1900 + 2300 hrs.
Thanks for your inquiry, an update regarding the status of this fault has been provided to you via the existing email thread. We will keep you updated via the email thread regarding any developments with the supplier fault.

andred
Posts: 6
Joined: Sun Feb 18, 2018 10:59 am
Location: Charlestown

Re: High Latency Charlestown NSW NBN

Post by andred » Tue Apr 09, 2019 6:51 pm

Without actually giving me the technical reason for the latency issue, you have escalated to the wholesale provider and resolved.

Thank you.

Case closed.

HimaJ
Exetel Staff
Posts: 201
Joined: Mon Feb 09, 2015 8:15 pm
Location: Sydney

Re: High Latency Charlestown NSW NBN

Post by HimaJ » Tue Apr 09, 2019 10:41 pm

First of all we would like to apologize for not providing the technical explanation in the first place as per your request.

Please note that we have dropped you an email with the update via the ticket number - 14646193.

Please feel free to contact Exetel if you have any further concerns.

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