Many people contact us in regards to latency (high pings) issues that they are experiencing within the BigPond network. Please be aware that there are many factors (apart from routing) that contribute to latency.
Some common factors include:
Any tests conducted from a ping or traceroute may be considered low priority traffic, and that missed hops or intermittent drops may not actually be indicative of a fault condition. Network devices may be set up with queuing, policing, blocking etc. This may be to protect the network from reconnaissance, denial of service or to give priority to time sensitive traffic, VOIP for example.
If you believe you are experiencing latency you can try the following basic troubleshooting:
As pings and traceroutes may be treated as low priority traffic, it is important to keep this in mind when using test tools
Please be aware that BigPond doesn't guarantee any set Pings times or Latency, so our Technical Support team will be unable to help in this area. Further reading: How to optimise your gaming performance, Our Customer Terms.
The internet is a network of interconnecting servers, each one is owned by various entities and providers. When reporting issues with routing, your service provider may not be able to escalate the issue directly to the owner of the affected server.
This is reflected in a similar way to reporting a broadband fault in Australia, the user needs to contact their ISP to report the fault, who then contacts the owner of the physical infrastructure to investigate and resolve. The same happens on a larger scale with routing issues.
Due to the number of organisations that the issue may need to be escalated through, it can take some time for the communication to reach the provider needing to complete the work, and may be resolved faster if reported by the provider closest to the problem server.
In the below traceroute example, a problem with routing in the AT&T network would be escalated from Telstra BigPond to Telstra Global, who will escalate to Savvis, who escalates it to AT&T. If the problem was within Savvis, then the quickest path to report this is via AT&T. You can find out more about peering here.
In the following examples, you can see that the ping time between each service provider and their international routing peer are very similar.
Tracing the route to 188.8.131.52
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