Slow ADSL speeds and given the run around by support.

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
MackyKing
Posts: 6
Joined: Thu Jul 14, 2011 9:10 am
Location: Hornsby

Slow ADSL speeds and given the run around by support.

Post by MackyKing » Tue Jun 12, 2012 12:09 pm

Hi there,

I have been experiencing slow and unstable speeds in the past month and a half or so which are more noticeable during the afternoons and nights as well as all day weekends (peak hour usage basically). Asked support about this back in mid May and they sent me a standard looking e-mail saying:


----------------------------------------------------------
Dear Sir,

Thank you for your e-mail.

Kindly note that currently we are experiencing some contention on one of the links to one of our carriers due to an extended delay in the carrier provisioning the ordered upgrade.

Unfortunately we are unable to provide an estimated time to completed this upgrade.

We highly regret for any inconvenience caused to you with regards to this matter.

----------------------------------------------------------

Waited a few days and called them, and was told that Exetel were experiencing some problems with their network and some upgrades have been scheduled and upper management have been notified and was asked to wait for a week. Was told to do some random speed tests and send the results to them, which I did.

Waited about 1.5 weeks and still having the same problems. Contacted help again last week and they said that "the scheduled upgrade has been completed and there is no contention on the particular line now" and asked that I do random speed tests again. Did that again and sent them through. Received an e-mail saying my line test results are within specifications and to do more speed tests. Speeds were still slow so did a few more tests and sent them through. Received e-mail from support saying that my modem seems to be syncing at 11Mbps and asked questions about whether PC is directly connected to modem via ethernet cable (it is) and if I have tested using alternate modem (I have) and also send them a screen shot of the modem status and configuration page. I replied the e-mail with all relevant information and yeterday, received the same standard email about them experiencing contention on one of the links to suppliers and upgrade has been ordered and there is currently no ETR for this upgrade.

My questions now is, what is this contention problem and is it fixed or not? I was initilally told that there was a problem, it was fixed and now we are back at the there is a problem. So what is it? Is there a problem or not? I am also aware of all these P2P issues as well as slowdowns from other users in the forum so any information or updates regarding this is much appreciated. A quick solution is also much appreciated.

The following are my speed test logs from Exetel (done through Exetel's speed test page):

June 11th, 2012 11:48am 488.6 kbps
June 11th, 2012 11:27am 502.1 kbps
June 11th, 2012 10:53am 1008.8 kbps
June 7th, 2012 11:22am 5476.8 kbps
June 7th, 2012 10:25am 8476.2 kbps
June 7th, 2012 9:08am 7791.3 kbps
June 7th, 2012 7:30am 9488.8 kbps
June 7th, 2012 7:24am 8270.1 kbps
June 6th, 2012 10:13pm 1092.3 kbps
June 6th, 2012 9:56pm 582.7 kbps
June 6th, 2012 7:22pm 2575.3 kbps
June 6th, 2012 7:21pm 3503 kbps
May 27th, 2012 8:42pm 792 kbps
May 27th, 2012 8:42pm 895 kbps
May 24th, 2012 7:21am 895 kbps
May 23rd, 2012 9:11pm 895 kbps
May 23rd, 2012 9:11pm 1024.9 kbps
May 22nd, 2012 8:25pm 1024.9 kbps
May 22nd, 2012 8:24pm 9570.1 kbps
May 22nd, 2012 7:33am 9570.1 kbps
May 22nd, 2012 7:21am 8495 kbps
May 17th, 2012 8:49pm 1161.3 kbps
May 17th, 2012 8:49pm 882.8 kbps
May 17th, 2012 8:45pm 1219.1 kbps
May 17th, 2012 8:42pm 1541.9 kbps
May 17th, 2012 8:41pm 1695.1 kbps
May 17th, 2012 8:18pm 1090.9 kbps
May 17th, 2012 7:20am 8495 kbps
May 17th, 2012 7:19am 7275.3 kbps
May 17th, 2012 7:18am 6812.6 kbps
May 16th, 2012 10:14pm 1196.8 kbps
May 16th, 2012 10:12pm 762.8 kbps
May 16th, 2012 10:11pm 1415 kbps
May 16th, 2012 10:10pm 1058.1 kbps
May 16th, 2012 10:09pm 1064.1 kbps
May 16th, 2012 10:08pm 1020.6 kbps
May 16th, 2012 10:08pm 144631 kbps
May 16th, 2012 10:08pm 144631 kbps
May 16th, 2012 10:02pm 934.2 kbps
May 16th, 2012 9:36pm 1306.1 kbps
May 16th, 2012 9:35pm 1151.8 kbps
May 3rd, 2012 10:59pm 2928.6 kbps

The following are the details for my exchange:

Line of Sight: 261 m
Estimated Cable: 431 m
Estimated Attenuation: 6
Estimated Maximum Speed: 24000

Thanks for your help in advance.

stevecJ
Exetel Staff
Posts: 1060
Joined: Wed Jan 06, 2010 9:48 am

Re: Slow ADSL speeds and given the run around by support.

Post by stevecJ » Tue Jun 12, 2012 12:30 pm

MackyKing wrote:Hi there,

I have been experiencing slow and unstable speeds in the past month and a half or so which are more noticeable during the afternoons and nights as well as all day weekends (peak hour usage basically). Asked support about this back in mid May and they sent me a standard looking e-mail saying:


----------------------------------------------------------
Dear Sir,

Thank you for your e-mail.

Kindly note that currently we are experiencing some contention on one of the links to one of our carriers due to an extended delay in the carrier provisioning the ordered upgrade.

Unfortunately we are unable to provide an estimated time to completed this upgrade.

We highly regret for any inconvenience caused to you with regards to this matter.

----------------------------------------------------------

Waited a few days and called them, and was told that Exetel were experiencing some problems with their network and some upgrades have been scheduled and upper management have been notified and was asked to wait for a week. Was told to do some random speed tests and send the results to them, which I did.

Waited about 1.5 weeks and still having the same problems. Contacted help again last week and they said that "the scheduled upgrade has been completed and there is no contention on the particular line now" and asked that I do random speed tests again. Did that again and sent them through. Received an e-mail saying my line test results are within specifications and to do more speed tests. Speeds were still slow so did a few more tests and sent them through. Received e-mail from support saying that my modem seems to be syncing at 11Mbps and asked questions about whether PC is directly connected to modem via ethernet cable (it is) and if I have tested using alternate modem (I have) and also send them a screen shot of the modem status and configuration page. I replied the e-mail with all relevant information and yeterday, received the same standard email about them experiencing contention on one of the links to suppliers and upgrade has been ordered and there is currently no ETR for this upgrade.

My questions now is, what is this contention problem and is it fixed or not? I was initilally told that there was a problem, it was fixed and now we are back at the there is a problem. So what is it? Is there a problem or not? I am also aware of all these P2P issues as well as slowdowns from other users in the forum so any information or updates regarding this is much appreciated. A quick solution is also much appreciated.

The following are my speed test logs from Exetel (done through Exetel's speed test page):

June 11th, 2012 11:48am 488.6 kbps
June 11th, 2012 11:27am 502.1 kbps
June 11th, 2012 10:53am 1008.8 kbps
June 7th, 2012 11:22am 5476.8 kbps
June 7th, 2012 10:25am 8476.2 kbps
June 7th, 2012 9:08am 7791.3 kbps
June 7th, 2012 7:30am 9488.8 kbps
June 7th, 2012 7:24am 8270.1 kbps
June 6th, 2012 10:13pm 1092.3 kbps
June 6th, 2012 9:56pm 582.7 kbps
June 6th, 2012 7:22pm 2575.3 kbps
June 6th, 2012 7:21pm 3503 kbps
May 27th, 2012 8:42pm 792 kbps
May 27th, 2012 8:42pm 895 kbps
May 24th, 2012 7:21am 895 kbps
May 23rd, 2012 9:11pm 895 kbps
May 23rd, 2012 9:11pm 1024.9 kbps
May 22nd, 2012 8:25pm 1024.9 kbps
May 22nd, 2012 8:24pm 9570.1 kbps
May 22nd, 2012 7:33am 9570.1 kbps
May 22nd, 2012 7:21am 8495 kbps
May 17th, 2012 8:49pm 1161.3 kbps
May 17th, 2012 8:49pm 882.8 kbps
May 17th, 2012 8:45pm 1219.1 kbps
May 17th, 2012 8:42pm 1541.9 kbps
May 17th, 2012 8:41pm 1695.1 kbps
May 17th, 2012 8:18pm 1090.9 kbps
May 17th, 2012 7:20am 8495 kbps
May 17th, 2012 7:19am 7275.3 kbps
May 17th, 2012 7:18am 6812.6 kbps
May 16th, 2012 10:14pm 1196.8 kbps
May 16th, 2012 10:12pm 762.8 kbps
May 16th, 2012 10:11pm 1415 kbps
May 16th, 2012 10:10pm 1058.1 kbps
May 16th, 2012 10:09pm 1064.1 kbps
May 16th, 2012 10:08pm 1020.6 kbps
May 16th, 2012 10:08pm 144631 kbps
May 16th, 2012 10:08pm 144631 kbps
May 16th, 2012 10:02pm 934.2 kbps
May 16th, 2012 9:36pm 1306.1 kbps
May 16th, 2012 9:35pm 1151.8 kbps
May 3rd, 2012 10:59pm 2928.6 kbps

The following are the details for my exchange:

Line of Sight: 261 m
Estimated Cable: 431 m
Estimated Attenuation: 6
Estimated Maximum Speed: 24000

Thanks for your help in advance.
Hi,

Could you please PM me your service number so I can look in to this for you :?:
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

MackyKing
Posts: 6
Joined: Thu Jul 14, 2011 9:10 am
Location: Hornsby

Re: Slow ADSL speeds and given the run around by support.

Post by MackyKing » Sat Jun 16, 2012 1:33 pm

Received and e-mail from support yesterday and they requested for more speed tests. Here are the results from the tests I have made today:

16/06 9:10 a.m.
Your current bandwidth reading is:
12.01 Mbps
which means you can download at 1.5 MB/sec. from our servers.

16/06 9:11 a.m.
Your current bandwidth reading is:
11.69 Mbps
which means you can download at 1.46 MB/sec. from our servers.

16/06 10:41 a.m.
Your current bandwidth reading is:
8.38 Mbps
which means you can download at 1.05 MB/sec. from our servers.

16/06 12:21 p.m.
Your current bandwidth reading is:
2.13 Mbps
which means you can download at 272.34 KB/sec. from our servers.

16/06 1:22 p.m.
Your current bandwidth reading is:
1.58 Mbps
which means you can download at 202.28 KB/sec. from our servers.

As can be seen, speed drops to unacceptable levels as the day progresses. Is this something that is only unique to me or is this happening to anyone else in the Hornsby NSW exchange?

KavindaS
Exetel Staff
Posts: 2715
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Slow ADSL speeds and given the run around by support.

Post by KavindaS » Sat Jun 16, 2012 1:48 pm

MackyKing wrote:Received and e-mail from support yesterday and they requested for more speed tests. Here are the results from the tests I have made today:

16/06 9:10 a.m.
Your current bandwidth reading is:
12.01 Mbps
which means you can download at 1.5 MB/sec. from our servers.

16/06 9:11 a.m.
Your current bandwidth reading is:
11.69 Mbps
which means you can download at 1.46 MB/sec. from our servers.

16/06 10:41 a.m.
Your current bandwidth reading is:
8.38 Mbps
which means you can download at 1.05 MB/sec. from our servers.

16/06 12:21 p.m.
Your current bandwidth reading is:
2.13 Mbps
which means you can download at 272.34 KB/sec. from our servers.

16/06 1:22 p.m.
Your current bandwidth reading is:
1.58 Mbps
which means you can download at 202.28 KB/sec. from our servers.

As can be seen, speed drops to unacceptable levels as the day progresses. Is this something that is only unique to me or is this happening to anyone else in the Hornsby NSW exchange?

Thanks for the test results. I will further check on this and update you via the same email ticket.

taphan
Posts: 23
Joined: Wed May 07, 2008 6:51 pm
Location: Australia

Re: Slow ADSL speeds and given the run around by support.

Post by taphan » Sun Jun 17, 2012 11:27 am

MackyKing wrote:My questions now is, what is this contention problem and is it fixed or not? I was initilally told that there was a problem, it was fixed and now we are back at the there is a problem. So what is it? Is there a problem or not? I am also aware of all these P2P issues as well as slowdowns from other users in the forum so any information or updates regarding this is much appreciated. A quick solution is also much appreciated.
I have been having a very similar problem for the past 2 months (in NSW) and am going through a similar process (ticket 5***730).

Exetel speed tests recently on my connection:
- 10.45pm Friday night – 860.50kbps - 873kbps compared to
- 5.45am Saturday morning – Speeds between 9.79Mbps - 11.07Mbps
These tests show that I am able to get ADSL2+ speeds in the morning, but have speeds that are more than 10 fold less in the evenings.

The speeds have been consistently slow on weekdays 6pm till midnight, and weekends 12pm till midnight for me more noticeable in the last 2 months.
These times seem to coincide with the times that the NSW Exetel Network usage is at its highest (https://www.exetel.com.au/business_memb ... _adsl2.php), which might suggest that there are too many users and not enough bandwidth provisioned.
Capture.JPG
NSW ADSL Network Usage 17-6-12
Capture.JPG (171.04 KiB) Viewed 2899 times
Hopefully the higher level Exetel Network engineers will come through with a solution to this situation soon.

prj
Posts: 3
Joined: Wed Feb 02, 2005 7:01 pm

Re: Slow ADSL speeds and given the run around by support.

Post by prj » Mon Jun 18, 2012 6:56 pm

I just wanted to say I am experiencing the exact issue that taphan and MackyKing describe, good speeds during offpeak and really slow speeds (<1Mbps) during peak. I have raised a ticket and I am on NSW Central Coast. My sync speed is consistent at around 16000 kbps.

udara
Exetel Staff
Posts: 362
Joined: Thu Dec 17, 2009 11:06 am

Re: Slow ADSL speeds and given the run around by support.

Post by udara » Mon Jun 18, 2012 7:09 pm

Our network engineers are looking into this , we should have an update from them soon
To Log a fault ticket, please click Here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

==============
Exetel Support Portal
==============

Dazzled
Volunteer Site Admin
Posts: 6016
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Slow ADSL speeds and given the run around by support.

Post by Dazzled » Mon Jun 18, 2012 8:07 pm

Re the mrtg graphs. I haven't asked SysAdmin how mrtg is actually configured, but it looks not far from default to me.

You can run this on your own networks; it is some Perl SNMP scripts with graphics attached. "By default each graph is scaled vertically" so don't assume the top is being maxxed out - the trace always reaches the top. This allows readability when the traced variable can take both very high and low values. The graphs do show the times of maximum traffic.

The compressed tar source is available at http://oss.oetiker.ch/mrtg/pub/?M=D; see doc file /mrtg-2.17.4/doc/mrtg-reference.txt.

prj
Posts: 3
Joined: Wed Feb 02, 2005 7:01 pm

Re: Slow ADSL speeds and given the run around by support.

Post by prj » Sun Jun 24, 2012 4:06 pm

Just wondering if there has been any update on this issue from the network engineers?

MackyKing
Posts: 6
Joined: Thu Jul 14, 2011 9:10 am
Location: Hornsby

Re: Slow ADSL speeds and given the run around by support.

Post by MackyKing » Tue Jun 26, 2012 8:48 pm

Hi all,

This is the latest update regarding this issue. Received e-mail from support wanting to disconnect everything while they do a line test. Did that 2 days ago and they also wanted results from trace route, ping and netstat. Did all that and forwarded support the results. Received the following from support yesterday:

========================================================
Thank you for your e-mail.

Kindly note that our supplier has identified some network related issues and working on a fix, for the moment they have a tentative date of 08/2012 where the issue may be fixed. However this is not a guarantee.

We will update you if there's any updates from the supplier.

Please let us know if you have any concerns.

We highly regret any inconvenience caused.
========================================================

So yeah not much of a solution there so I am not entirely sure what to do now.

stevecJ
Exetel Staff
Posts: 1060
Joined: Wed Jan 06, 2010 9:48 am

Re: Slow ADSL speeds and given the run around by support.

Post by stevecJ » Wed Jun 27, 2012 9:27 am

MackyKing wrote:Hi all,

This is the latest update regarding this issue. Received e-mail from support wanting to disconnect everything while they do a line test. Did that 2 days ago and they also wanted results from trace route, ping and netstat. Did all that and forwarded support the results. Received the following from support yesterday:

========================================================
Thank you for your e-mail.

Kindly note that our supplier has identified some network related issues and working on a fix, for the moment they have a tentative date of 08/2012 where the issue may be fixed. However this is not a guarantee.

We will update you if there's any updates from the supplier.

Please let us know if you have any concerns.

We highly regret any inconvenience caused.
========================================================

So yeah not much of a solution there so I am not entirely sure what to do now.
Hi,

I will contact you shortly in order to discuss this further :)
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

stevecJ
Exetel Staff
Posts: 1060
Joined: Wed Jan 06, 2010 9:48 am

Re: Slow ADSL speeds and given the run around by support.

Post by stevecJ » Wed Jun 27, 2012 9:28 am

prj wrote:Just wondering if there has been any update on this issue from the network engineers?
Hi,

I will contact you shortly in order to discuss this further :)
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

=================
Exetel Support Portal
=================

prj
Posts: 3
Joined: Wed Feb 02, 2005 7:01 pm

Re: Slow ADSL speeds and given the run around by support.

Post by prj » Wed Jun 27, 2012 10:10 pm

Has it been determined if this is a network capacity issue, exchange congestion at various sites or individual line issues? It seems odd that we are all experiencing similar issues during peak periods but it would be great to know if we need to follow these up individually or if there is a larger issue on the network.

Meshal S
Exetel Staff
Posts: 48
Joined: Mon May 28, 2012 6:18 pm
Location: Colombo

Re: Slow ADSL speeds and given the run around by support.

Post by Meshal S » Thu Jun 28, 2012 8:46 am

This issue with your connection was confirmed to be an individual line issue and this was fixed accordingly by the supplier. In case of such issues, it would be best to report problems on an individual basis as this would then ensure testing is done on the lines and all possible angles of troubleshooting are covered.

taphan
Posts: 23
Joined: Wed May 07, 2008 6:51 pm
Location: Australia

Re: Slow ADSL speeds and given the run around by support.

Post by taphan » Thu Jun 28, 2012 1:56 pm

Dear all,

I have had the following reply on the 22/6/12:

==========================================================================
Thank you for your e-mail. Please note that we have escalated this issue to our wholesale supplier. They have advised that they could find some network related issue in your area, when there are large number of users are connected to the Exchange. There will not be an immediate resolution for this issue.
==========================================================================

I would appreciate any further update on this matter.

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