Solved! Go to Solution.
Try the last half of this page:
Or look here:
Have you tried putting your PC in the DMZ of your router?
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I really doubt it's the DNS that is giving you lag, but let's proceed on that assumption
Changing modems isn't going to do it, I beleive.
If you get no better results when you manually configure your PC to get it's DNS from a different source than the modem, it's not going to help.
DNS will have llittle or nothing to do with latency issues.
Assuming you are on cable, have a look here, especially at the bottom 50% of the page.
hope this helps.
I don’t believe that DNS is causing much of an issue with the latency either, that’s why I said it may contribute but obviously wouldn’t be the only factor.
The lag is also not my issue with this. It’s the drop outs, not being able to open the pages I haven’t been on before, or loading up a page forever if I have been on it previously.
All I know is that I get the error message saying that DNS server is not responding, that DNS server settings in the modem itself are set incorrectly, by Telstra, and no one in Telstra knows how to fix it. Which is pathetic.
Last night I had the response “ I don’t have sufficient training to help …..” Seriously? Firstly, I do believe they don’t have sufficient training coz you either have common sense or not, can’t train that. Secondly, surely there is a department at Telstra that looks after this yet no one seems to know who or where they are. I was also told by this very well trained staff to contact Netgear as they preconfigure their modems too,..lol. That is my problem. Incompetence.
I thought about cancelling this account all together and going elsewhere, but I am not going to do it, as they cannot blame any of this on anything but their own incompetence and I will ask for credit for every day they leave these settings as they are. I have already gotten one and I’ll keep on doing it until they take me seriously.
I appreciate you trying to help, but I don’t need a lesson on latency, as a gamer I know enough about it, but I also don’t really need to know about all this stuff anyway as I pay my bills that entitle me to technical support that doesn’t seem to exist in Telstra. I don’t mean to be bitchy to you at all I am just over Telstra and the bs. Sorry L
What happens when you manually configure your PC to use an alternate DNS?
IE, do you get DNS servers not responding, do your webpages fail to open etc.
(don't forget to do a ipconfig /flushdns).
Ummm, if I manually configure it , it works for about a split second, but then it's back to DNS server not responding error msg. If I set it to open DNS server addy it doesn't work at all. I did flush dns, but it still doesn't work. I honestly don't know much about this at all, only what logic tells me. And if 3 modems I have so far received are all on the wrong settings, and if I can't at all manually change these settings, not in my PC not in the modem it self, surely this is set somewhere on the network? I just can't find anyone at Telstra that actually knows who to go to about this. There is one guy that's really trying to help and his next course of action is to send the tech out. I am not sure how much that will help as I strongly believe that the fault is at their end and can be fixed remotely but obviosuly it's a bigger issue for Telstra than I imagine it to be,... more than anything I am so interested in how this plays out, it's quite puzzling,... I have had 7 techs from Telstra login to my PC and checked everything over and over again and it's fine at my end. I even said I would buy a new modem that allows for these changes to be made, as CG3100 isn't that user friendly and is quite locked down, but logic tells me that I will face the same problem regardless as these settings are so obviously linked to the network and the account. Am I wrong thinking that?
Try the last half of this page:
Or look here:
Have you tried putting your PC in the DMZ of your router?
No word of a lie, over the last 3-4 weeks I have spoken to over 30 people in Telstra.
From general technical support, to second level technical support, every faults department in Telstra.
I was referred to Telstra Plus and I also have a tech coming out on Tuesday to attempt to try fixing this.
I will cancel that appointment now.
If you are interested, changing the physical address is what fixed it as per your link. I tried open dns addresses before but then it wouldn't connect me at all. However, setting the physical address in the network address of the adapter along with open dns addy seemed to do the trick.
Wanglese I think I love you Thank you so so so much!!!!
Can you detail the steps so it can maybe go into a knowledge based article for future reference?
Don't forget to mark this thread "Solved"
I didn't solve it, merely pointed you to possible fixes, you did the rest yourself.
Sad really that Telstra support can't do the same thing, but then I've been dealing with TCP/IP issues since the 80's, and Im almost ashmaed to say I can often read a protocol packet without translation.
There really does need to be a higher level of support. I once asked a Help desk person for support (there was a misconfigured device on the Telstra network), and asked them to do a traceroute to prove it to them, and the response was "What's traceroute?".
BTW, when it was fixed (two weeks after I had put in the support request), and I rang up to ask them what the solution was, the support person said "It was technical" LOL.
I still love you!!!!
The steps were exactly as the steps on the link you found.
The steps are very easy to follow on the above.
The only thing I skipped was changing the dns server addresses in the modem it self, only because CG3100 doesn't allow me to change it.
I am not sure why, but manually entering open DNS server addresses in my PC alone wouldn't work at all. I would completely lose the connection. However entering the Physical address in the network adapter settings did the trick. Steps copied over below:
Next step is entering the Physical address in the Network adapter setting
Technical support in Telstra lacks the training and really needs to invest more into that. I hate calling them coz I know I won't get anywhere by doing so. I am glad I tend to try to fix my own issues by doing my own research and looking things up, even more glad I stumbled across this forum and found you!
LOL at the "What's traceroute?",... I've had some classics too. But hey at least it's good for the entertainment value
Thanks again, I know you think you didn't solve it but you took time, looked it up and found that fix for me You should work in Telstra tech support, that would be the step in the right direction for them
Djanna, what you listed is beyond the knowledge I had as a Tier 3 Support staff member for another ISP (specifically the MAC address stuff), and something that I've just found out.
Kudos for the knowledge
I understand that, and I really wouldn't expect them to know it either. No one knows everything. I was more than happy to troubleshoot with them and do the research, it's the "that's too hard" attitude that gets me with Telstra. So annoying. I solved my issue, but their DNS server addresses are still not working and no one is gonna bother to fix it. Instead, they give you the standard " but your net is working" and refer you back to terms and conditions which they hide behind every time there is an issue. No one is disputing the terms and conditions. I have a problem, please help me fix it. And if it can't be fixed it's time to explore other options. But you have to get really lucky to find someone who is like you or me that is actually interested to know what the problem is and values that bit of extra knowledge
The bigpond helpdesk unfortuantely are driven by statistics & told not ot escalate because it affects their stats.
Having said that the first line helpdesk also isnt technically trained but are only monkeys following provided scripts.
Bigpond has always had problems with their DNS servers.
I found the same problem years ago & tried to tell bigpond they have DNS problems AND they didnt know what i was talking about or who to contact. Fancy that an ISP helpdesk not knowing what DNS servers are...
Their DNS servers arent setup properly and have a very slow update/refresh rate that causes problems with opening new web pages & gaming especially ( im also a gamer).
I setup a 3G mobile USB broadband service on my own router so was able to change the DNS servers.
It is also strange that I setup using Telstra business DNS servers addresses and didnt have any problems after that. it seems only the standard bigpond customer DNS servers are the problem.
Its unfortuante that bigpond stop users from editing settings in their modems because they use "standard" settings that may not always work.
so "its not just you" as they say -- Bigpond DNS servers suck big time.
Hi I know I'm a bit late on this issue but ive got it too they sent a tech who said he would send the info to tech support as he could not fix it - their response (Tech Support) is below
I don't want to bridge my connection I just need my inverter to be able to use a DNS - apart from ignoring the DNS problem do they expect us to buy their routers then throw them away with a replacement that they will not allow on their network??? My adapter at present does not allow me to configure the network address so may have to get a new one that does. But if I can just use the bussiness DNS addresses that would be easier?
I edited your post to remove the consultants details. As you can tell, it wasn't intended to be directly sent to you.
In regards to the issue, our modems are intended for basic use, If you're needing more complex settings, it will require custom settings within the modem which isn't supported.
If you speak to our Telstra Platinum team, they should be able to assist with this. You can find more information on them here: https://www.telstra.com.au/connectedhome/enhancements/platinum
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
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To be honest Brodie I don't think it is a complex problem I have a solar inverter with an ethernet connection to the router it is trying to look up an address and fails due to a DNS server failure as does in windows when you troubleshoot the link. If the DNS server responded it would not be a problem.
This may be a simple view but surely after the many years of DNS problems being reported you could have resolved this??
you are an absolute bloody champion - i have been without emails since last night and your solution below fixed it for me. I am a Melb IT custimer so assumed it was their issue - i went into my wifi settings and changed my IP4 dns servers and cinfigured them myself and my emails came pouring in
thanks so much
I know this is a very old post, but it contains a complete misunderstandung of what Primary and Secondary DNS Servers are, and their significance. So, for the education of others who stumble across this post:
Surfing the web would be impossible without access to DNS: it’s what converts human-readable names like “google.com” to computer-usable IP addresses like 22.214.171.124. Thus DNS is probably the most important service out there - apart from the actual carrying of data around.
So, to provide redundancy, two DNS server machines are typically configured. Their IP addresses have to be configured: if you configured their names, what service would translate that name into the IP address? And every time your computer needs to do an address translation, it contacts a DNS server to do it. If it can’t contact the Primary, it contacts the Secondary. The two servers are doing the same job, so their order doesn’t matter. In fact, it makes sense for your ISP to provide the two addresses in random order to different customers: that avoids everyone from hammering one server, leaving the other idle.
Thus the OP’s problem is that neither DNS server is responding. In that scenario, it doesn’t matter what order they’re listed. The solution, to use Google DNS (126.96.36.199 & 188.8.131.52, or indeed any other public DNS: see https://www.lifewire.com/free-and-public-dns-servers-2626062) works, simply because they’re responding.
Hey, if you really want to be clever, configure adresses from two completely unrelated DNS providers. That way, if the DNS Apocalypse comes (and it will...), you’re straddling two major providers!
Incidentally: I just found out why the OP claims that NSW and Victoria use “opposite” Primary and Secondary DNS servers. Answer: they don’t. According to the Telstra webiste:
NSW uses 184.108.40.206 and 220.127.116.11
Victoria uses 18.104.22.168 and 22.214.171.124
While superficially they look like they’re swapped, the third number in each is different.