Utterly Disappointed! [BEML1 Speed Issue w/ 10% packet loss]

[madman587587]

UPDATE1:
Did not receive a response for 3 weeks, 6 days
Had to call and complain before any response via email was given
Issue still not resolved

Lack of communication from a company that I had great trust in, I'm extremely disappointed

UPDATE1:
After 5 weeks and 4 days my problem is finally getting some ware, and been handled by the one person


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Original Post:
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Here is some background information on the history of my connection.

My line was first activated by Internode years and years ago and I opted for a 512/128 connection, which i later upped to a 1500/256 connection.
I was with Internode for some time but changed as I was looking for a cheaper option.
I came across Exetel <3 and churned across to a 1500/256 plan, which I received no connection or speed issues with at all.

Now this is where my connection started to go down hill.
I choose to switch to Dodo onto a higher speed plan 8192/384.
During times common times where other users commonly use the internet I achived very very poor speeds (eg 0.4mbit/s).
After spending 7hours on the phone going around in circles, they finally admitted there is a congestion problem on my line.
After fighting for a few more hours trying to get compensation, I decided I would just give up and switch providers.

After moving back to Exetel it was smooth sailing for a few days, although I was not checking the performance and quality of my line but all seemed fine.
But untill tonight (9/9/10) my line has been shocking.

On average I was receiving 10% packet loss (conducted by sending 100 packets over 2 tests)
I also ran 3 trace roots and the second node always timed out. (the second node is an external network)
I also ran 2 speed tests from speedtest.net aproxemently half an hour apart and achived an average speed of 0.41mbit/s



Below are the results of each test:

/Start/
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




C:\Users\madman587587>ping -n 50 220.233.0.4

Pinging 220.233.0.4 with 32 bytes of data:
Reply from 220.233.0.4: bytes=32 time=319ms TTL=59
Reply from 220.233.0.4: bytes=32 time=266ms TTL=59
Reply from 220.233.0.4: bytes=32 time=375ms TTL=59
Request timed out.
Reply from 220.233.0.4: bytes=32 time=429ms TTL=59
Reply from 220.233.0.4: bytes=32 time=412ms TTL=59
Reply from 220.233.0.4: bytes=32 time=442ms TTL=59
Request timed out.
Reply from 220.233.0.4: bytes=32 time=458ms TTL=59
Request timed out.
Reply from 220.233.0.4: bytes=32 time=339ms TTL=59
Reply from 220.233.0.4: bytes=32 time=462ms TTL=59
Reply from 220.233.0.4: bytes=32 time=277ms TTL=59
Reply from 220.233.0.4: bytes=32 time=305ms TTL=59
Reply from 220.233.0.4: bytes=32 time=447ms TTL=59
Reply from 220.233.0.4: bytes=32 time=363ms TTL=59
Reply from 220.233.0.4: bytes=32 time=387ms TTL=59
Reply from 220.233.0.4: bytes=32 time=504ms TTL=59
Reply from 220.233.0.4: bytes=32 time=289ms TTL=59
Reply from 220.233.0.4: bytes=32 time=433ms TTL=59
Reply from 220.233.0.4: bytes=32 time=327ms TTL=59
Reply from 220.233.0.4: bytes=32 time=419ms TTL=59
Reply from 220.233.0.4: bytes=32 time=471ms TTL=59
Reply from 220.233.0.4: bytes=32 time=282ms TTL=59
Reply from 220.233.0.4: bytes=32 time=325ms TTL=59
Reply from 220.233.0.4: bytes=32 time=465ms TTL=59
Reply from 220.233.0.4: bytes=32 time=287ms TTL=59
Reply from 220.233.0.4: bytes=32 time=329ms TTL=59
Reply from 220.233.0.4: bytes=32 time=363ms TTL=59
Reply from 220.233.0.4: bytes=32 time=465ms TTL=59
Reply from 220.233.0.4: bytes=32 time=322ms TTL=59
Reply from 220.233.0.4: bytes=32 time=367ms TTL=59
Reply from 220.233.0.4: bytes=32 time=484ms TTL=59
Reply from 220.233.0.4: bytes=32 time=304ms TTL=59
Reply from 220.233.0.4: bytes=32 time=371ms TTL=59
Reply from 220.233.0.4: bytes=32 time=469ms TTL=59
Reply from 220.233.0.4: bytes=32 time=326ms TTL=59
Reply from 220.233.0.4: bytes=32 time=407ms TTL=59
Reply from 220.233.0.4: bytes=32 time=341ms TTL=59
Reply from 220.233.0.4: bytes=32 time=352ms TTL=59
Reply from 220.233.0.4: bytes=32 time=423ms TTL=59
Reply from 220.233.0.4: bytes=32 time=472ms TTL=59
Reply from 220.233.0.4: bytes=32 time=343ms TTL=59
Reply from 220.233.0.4: bytes=32 time=403ms TTL=59
Reply from 220.233.0.4: bytes=32 time=434ms TTL=59
Reply from 220.233.0.4: bytes=32 time=521ms TTL=59
Reply from 220.233.0.4: bytes=32 time=396ms TTL=59
Reply from 220.233.0.4: bytes=32 time=440ms TTL=59
Reply from 220.233.0.4: bytes=32 time=520ms TTL=59
Request timed out.

Ping statistics for 220.233.0.4:
Packets: Sent = 50, Received = 46, Lost = 4 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 266ms, Maximum = 521ms, Average = 389ms

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

C:\Users\madman587587>ping -n 50 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=417ms TTL=59
Reply from 220.233.0.9: bytes=32 time=461ms TTL=59
Reply from 220.233.0.9: bytes=32 time=485ms TTL=59
Request timed out.
Reply from 220.233.0.9: bytes=32 time=457ms TTL=59
Reply from 220.233.0.9: bytes=32 time=481ms TTL=59
Request timed out.
Reply from 220.233.0.9: bytes=32 time=439ms TTL=59
Request timed out.
Reply from 220.233.0.9: bytes=32 time=266ms TTL=59
Reply from 220.233.0.9: bytes=32 time=302ms TTL=59
Reply from 220.233.0.9: bytes=32 time=442ms TTL=59
Reply from 220.233.0.9: bytes=32 time=345ms TTL=59
Reply from 220.233.0.9: bytes=32 time=324ms TTL=59
Reply from 220.233.0.9: bytes=32 time=410ms TTL=59
Reply from 220.233.0.9: bytes=32 time=362ms TTL=59
Reply from 220.233.0.9: bytes=32 time=401ms TTL=59
Reply from 220.233.0.9: bytes=32 time=478ms TTL=59
Request timed out.
Reply from 220.233.0.9: bytes=32 time=484ms TTL=59
Reply from 220.233.0.9: bytes=32 time=279ms TTL=59
Reply from 220.233.0.9: bytes=32 time=332ms TTL=59
Reply from 220.233.0.9: bytes=32 time=386ms TTL=59
Request timed out.
Reply from 220.233.0.9: bytes=32 time=325ms TTL=59
Reply from 220.233.0.9: bytes=32 time=335ms TTL=59
Reply from 220.233.0.9: bytes=32 time=387ms TTL=59
Reply from 220.233.0.9: bytes=32 time=448ms TTL=59
Request timed out.
Reply from 220.233.0.9: bytes=32 time=301ms TTL=59
Reply from 220.233.0.9: bytes=32 time=370ms TTL=59
Reply from 220.233.0.9: bytes=32 time=453ms TTL=59
Reply from 220.233.0.9: bytes=32 time=316ms TTL=59
Reply from 220.233.0.9: bytes=32 time=352ms TTL=59
Reply from 220.233.0.9: bytes=32 time=359ms TTL=59
Reply from 220.233.0.9: bytes=32 time=409ms TTL=59
Reply from 220.233.0.9: bytes=32 time=315ms TTL=59
Reply from 220.233.0.9: bytes=32 time=372ms TTL=59
Reply from 220.233.0.9: bytes=32 time=386ms TTL=59
Reply from 220.233.0.9: bytes=32 time=480ms TTL=59
Reply from 220.233.0.9: bytes=32 time=319ms TTL=59
Reply from 220.233.0.9: bytes=32 time=234ms TTL=59
Reply from 220.233.0.9: bytes=32 time=434ms TTL=59
Reply from 220.233.0.9: bytes=32 time=243ms TTL=59
Reply from 220.233.0.9: bytes=32 time=115ms TTL=59
Reply from 220.233.0.9: bytes=32 time=185ms TTL=59
Reply from 220.233.0.9: bytes=32 time=291ms TTL=59
Reply from 220.233.0.9: bytes=32 time=330ms TTL=59
Reply from 220.233.0.9: bytes=32 time=344ms TTL=59
Reply from 220.233.0.9: bytes=32 time=429ms TTL=59

Ping statistics for 220.233.0.9:
Packets: Sent = 50, Received = 44, Lost = 6 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 115ms, Maximum = 485ms, Average = 365ms

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

C:\Users\madman587587>tracert exetel.com.au

Tracing route to exetel.com.au [220.233.0.9]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms home.gateway [192.168.1.254]
2 * * * Request timed out.
3 462 ms * 342 ms 2.2.96.58.static.exetel.com.au [58.96.2.2]
4 400 ms 438 ms * 1.2.96.58.static.exetel.com.au [58.96.2.1]
5 373 ms 340 ms 374 ms 182.31.96.58.static.exetel.com.au [58.96.31.182]

6 348 ms 347 ms 334 ms candlenut-web.exetel.com.au [220.233.0.9]

Trace complete.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

C:\Users\madman587587>tracert exetel.com.au

Tracing route to exetel.com.au [220.233.0.9]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms home.gateway [192.168.1.254]
2 * * * Request timed out.
3 * 378 ms 414 ms 2.2.96.58.static.exetel.com.au [58.96.2.2]
4 268 ms 277 ms 295 ms 1.2.96.58.static.exetel.com.au [58.96.2.1]
5 267 ms 333 ms 403 ms 182.31.96.58.static.exetel.com.au [58.96.31.182]

6 480 ms * 462 ms candlenut-web.exetel.com.au [220.233.0.9]

Trace complete.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

C:\Users\madman587587>tracert exetel.com.au

Tracing route to exetel.com.au [220.233.0.9]
over a maximum of 30 hops:

1 <1 ms <1 ms 2 ms home.gateway [192.168.1.254]
2 * * * Request timed out.
3 509 ms 297 ms 318 ms 2.2.96.58.static.exetel.com.au [58.96.2.2]
4 492 ms * 317 ms 1.2.96.58.static.exetel.com.au [58.96.2.1]
5 344 ms 338 ms 373 ms 182.31.96.58.static.exetel.com.au [58.96.31.182]

6 469 ms * 338 ms candlenut-web.exetel.com.au [220.233.0.9]

Trace complete.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
/End/

[Dazzled]

Those pings/traceroutes to Exetel are too long. However what you are testing is the Telstra-provided route from your home, via the exchange, to the ISP (this was true for Internode and Dodo too - all ADSL1 is done by Telstra Wholesale). It is, assuming all's well at your end, suggestive of exchange congestion, particularly if it's time-of-day dependent. If a staff member should come along he may be able to tell us more. Telstra does upgrade exchanges periodically.

[madman587587]

Thanks Dazzled for the fast response, it's much appreciated.

With Dodo I had congestion problems for over 2 months.
I wouldn't think it would take that long for Telstra to upgrade an exchange or to fix a problem?
I have always had high confidence with Exetel and have loved there transparency and
simply would like to know know whats going on and when it will be fixed, is it that hard to ask?

With Dodo I went though hours and hours of testing to see if it was "my fault" and passed all tests.
I have a spare modem, RJ-11 and RJ-45 cables and am "happy" to spend much more time running through these tests again

[CoreyPlover]

With Dodo I had congestion problems for over 2 months.
I wouldn't think it would take that long for Telstra to upgrade an exchange or to fix a problem?

It can take a VERY long time. Anecdotally, many months...

I have always had high confidence with Exetel and have loved there transparency and
simply would like to know know whats going on and when it will be fixed, is it that hard to ask?

Lodge a ticket. Ask specifically if there are any indications of congestion on your exchange and whether there are any scheduled upgrades that Exetel know of

[madman587587]

Thanks CoreyPlover, I have lodged a fault with Exetel helpdesk and it has now been escalated.

I seem to be getting some ware, unlike my previous ISP

[Sp4nKy]

Hey mate im from corio, im geussing your from belmont. As far as i can look into (telstra wholesales backhaul upgrade list) both exhanges have had dslam upgrades at the following

QBELME104M - 9-Apr-10
QBELME6S6 - 8-Jun-10

still waiting for the corio one to come up with a date.... (few people around my area have said corios been on the list for close to 2 years without a date)

hopefully you get your problem sorted, hell might be due for another upgrade again lol.

[madman587587]

I still havn't heard back from Exetel and getting really annoyed in the lack of communication.

[CoreyPlover]

I still havn't heard back from Exetel and getting really annoyed in the lack of communication.

Post a ticket number, or email to resolution@exetel.com.au (include your ticket number there too) to get the issue escalated further

[madman587587]

I was forced to once again call Exetel and complain on the phone then spend 10 minutes on hold.
They have now agreed to reply back to me within 72 hours, but have given me not eta on when my problem will be fixed, nor compensation!

My experience has been completely dissatisfying. It has taken them 3 weeks and 6 days before any response was given and thats after I told them to reply in writing, but yet my problem has not been fixed.


Lack of communication from a company that I had great trust in, I'm extremely disappointed

[CoreyPlover]

Have you read my post above?

Post a ticket number, or email to resolution@exetel.com.au (include your ticket number there too) to get the issue escalated further

[madman587587]

Have you read my post above?

Post a ticket number, or email to resolution@exetel.com.au (include your ticket number there too) to get the issue escalated further

I sent an email to resolution@exetel.com.au on the 9/9/10 (same date as opening this thread) and within an hour later the issue was escalated.

I sent them an email 13 days after my problem had been escaladed and I did not receive a reply ever!
I had to ring them a few days later and got the responce of "We have contacted our wholesalers and are working to fix the problem".
I have been given no facts on what has been done or what measures are been taken to fix my line.


Apparently Anushka D is handling my problem, but he has NEVER contacted me by any means.


It has now been over 4 weeks