HFarid
Level 2: Rookie

Issue with accessing web pages - timing out on connection

Hi,

I contacted Telstra Support but did not get anything more than layer 1 and lights checking.If anyone from NBN team is looking at this page, please review INC05043227. This does not seem to be a problem with any of the networking equipment at home, including the Wireless Access point or Telstra NBN Box. Please escalate the problem to the networking team as it can be a widespread issue.

 

I am living in NSW-The Ponds area. I have got 100/40 FTTP NBN connection at home but not using the NBN/Telstra provided Wireless Access Point since the beginning and did not have any problem with my setup. Since 2-3 days ago, I am having constant problems accessing different Web pages on the internet, even with Telstra's website. This seems to be a possible routing / Proxy / IPS/ etc.... issue happened after a change on NBN Network. Everything was working fine till 2-3 days ago.

 

It doesn't matter what website I try to reach. Most of the pages require a second click to open and get to the landing page and sometimes the request gets timed out. Many of the pages that require a login ( e.g yahoo mail., fortnite, etc.... ) won't pass the authentication page after entering the credentials and show a network / Proxy problem.some will be successful after a couple of times trying. This is happening to all the devices connected to the wireless router or wired connection at home. I have tried isolating the issue and directly connecting a couple of devices to the NBN Fiber box but still, the issue is there. I have also tested the up/down speed when the issue happens and the numbers shown are normal. It looks the problem is somewhere with routing after the Telstra's Exchange. I changed the DNS to 8.8.8.8, 8.8.4.4 it is getting a bit better but definitely not at an acceptable quality it used to be before.

 

here is some traceroutes: Thanks

T1.PNGT2.PNGT3.PNGT4.PNG

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39 REPLIES 39
Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

HFarid, exactly the same problem here in Castle Hill. Started Friday morning. Tried Telstra support Friday twice and again this morning. Same response each time “we have escalated to our technical team and will call you back” and never get a call back. So frustrating.
HFarid
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Thanks, This is getting worse now.
I got a call from Telstra last night saying NBN has rejected the case as I am not using their Modem / Access point. If they know the basics of networking, I clearly explained that I have isolated the issue by connecting directly to the NBN box and it is still the same, also when you can access some pages intermittently this shows something is clearly wrong in the middle of the path not at the back end. This is absolutely unacceptable. I am sure they have done something that possibly changed the routing or one of their decryption and inspection equipment is creating an unexpected delay and causes SSL / TLS to fail.

I did a search and seems there have been similar issues before and ended up being a routing problem as reported.

Please let others know and if they have a similar problem, add the comments here, hopefully, it reaches to someone who cares about customer service.
HFarid
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Issue with accessing web pages - timing out on connection - In NSW The Ponds , NBN connection

T5.PNGT6.PNG

Level 21: Augmented

Re: Issue with accessing web pages - timing out on connection

Just to make it clear, "Request timed out" in your traceroute screen captures DO NOT prove anything. Most probably, sys admin of that hop disabled ICMP ping as a security mitigation step. This is actually clear from the fact that next hops have quite a good timing...
DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Issue with accessing web pages - timing out on connection

A very useful tool for analysing network issues is a ping plotter. This will tool will record the latency and packet loss over time.

https://www.pingplotter.com/
Level 21: Augmented

Re: Issue with accessing web pages - timing out on connection

In the enterprise, we use smokeping with various probes. Just ping or traceroute are not good enough...
DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
HFarid
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Thanks Buddy,
I have seen Telstra / NBN Reps reading these pages and sometimes answer some questions. Since the Telstra Support was so useless and did not do anything more than just checking the layer 1 / Modem lights, I thought I might be able to use this forum with the hope for it to reach to someone in a higher Telstra management team to get them to understand, they need to have the right people and process to investigate and fix the issues. Our time is not for free and their unplanned changes impacts us.

Now getting back to your answer, I do completely understand what you mean but traceroutes are not provided to show the path is clear or not. one or some of the nodes in the transit path might be causing delays on the SSL Decryption/encryption and breaking the HTTPS traffic. I just provided the traceroutes, in case someone from their network team views the result and understand which path the packets are taking to get out of my home/office towards the internet and possibly check if this is the right path and if the nodes in the middle are doing something which they are not supposed to.

In fact, just wanted to take them to the second level of Trouble shooting.
HFarid
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

It looks like Telstra / NBN are well known for creating these type of problems, please see this page, It is the same issue in QLD. :
https://crowdsupport.telstra.com.au/t5/Home-Broadband/Connection-time-out-issues-on-a-certain-websit...
Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

I’ve just spent another 1+ hours on the phone with Telstra’s “specialist” support team. Ran through the standard tests then they have the balls to tell me because my speed test produces acceptable results I will have to pay for a “premium support package” to get a technician on site to investigate!!!! What a joke. I absolutely refused to pay for support that is clearly a Telstra issue.
Now waiting to speak to the supervisor there to let them know my thoughts.
ewiandr
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

I have the same issue here in Kellyville and after spending an hour and a half on the phone to someone reading through their fault finding script they have and not listening to anything I said when trying to explain the symptoms...I'm not a happy bunny...The lady also dropped the call before I was able to leave feedback, which must be only used for good feedback Smiley Happy

I've tried swapping the modem as I have a spare, but the script they followed has told them 1st it was my Laptop causing the issue, not sure how my laptop causes my PS4 to randomly stop working even when the laptop is switched off.

I think to get rid of me they told me the modem was faulty and would send me a new one which will take 3-5 days to get here...

I will see if I can get through to the Australian call centre tomorrow but I think the only way to resolve this issue will be to swap ISP and say goodbye to Telstra...
Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

So the supervisor calls me, performs some hocus pocus from his end and to my surprise my issue was resolved!!! Hung up the phone, tested a few more sites on a couple of devices and all was good. Then after about 10 minutes the old problem reappears. The supervisor gave me a contact number to call them back on if I got any issues - straight back on the phone only to find it was the same 1st level outsourced support team that again wanted me to explain my issue. After repeating the same thing again I was put on hold to be transferred to the 2nd level team, only to be told that they weren’t available as it was outside working hours. I was promised a call back as a priority, however I hold little faith in that as the previous 3 conversations with this support team promised me the same.... I’m still waiting for my first call back.

This is now beyond a joke. So frustrated!!!
Support Team
Support Team

Re: Issue with accessing web pages - timing out on connection

Hi Dp17,

 

I'm very sorry to hear of the frustrations you are experiencing with your service. I understand this has been escalated to our level 2 team and you are supposed to be received a call back.

 

If you are not contacted within the next 24hrs, please do let me know.

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ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Exactly the same issue in castle hill. Driving me mad. Please fix this telstra
ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

spent an hour online with telstra l1 techs tonight. didnt get anywhere. Telstra 24x7 suggested that it may be the Telstra Broadband Protect service which is an addon to new nbn plans. The telstra techs were not able to disable it, so i found a way to do it from the 24x7 app under intenet plan then addons

 

https://www.telstra.com.au/broadband/extras/broadbandprotect

 

I tried this but not sure if its fully disabled yet ? Migth take a while. But will test again in the morning. Telstra support are supposed to call back in 24hrs ... we will see if i get a call back. very frustrating problem.

 

I get these TLS handshake issues in browsers and the page stops loading, at the same time i can be pinging a server on the internnt and its not dropping packets so I dont believe it is basic connectivity. The Telstra Smart Modem is not reporting dropped packets but that doesnt mean they are not being discarded elsewhere.

 

Its practically unusable in its current state.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Issue with accessing web pages - timing out on connection

You can use a ping plotter software to check if packets are being dropped any were on the network.

https://www.pingplotter.com/

Broadband protect can be bypassed on individual devices by using a custom DNS. Even when Broadband protect is disable online it still protects from certain site. See link below for how to use google public DNS


https://developers.google.com/speed/public-dns/docs/using

ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Thanks cf4, I have tried the google dns servers as well as reverting back to the telstra dns servers. I have the dns servers set on my pc now to googles. I am still getting the issue. I do regularly see

Performing TLS handshake with foo.com

foo.com is any site really, doing speedtest.com now and seeing this message in the bottom of the browser in firefox.

Pings seemed ok but I did install pingplotter as you suggested. Some hops were replying some not which is ok, but i did see i-52.tlot-core02.bx.telstraglobal.net was consistently loosing 15 to 20% of the packets which is interesting. I get the feeling TLS negotiation is being broekn along the way way discarded packets and the browser is getting stuck
Level 24: Supreme Being
Level 24: Supreme Being

Re: Issue with accessing web pages - timing out on connection

That's interesting that you had 15 to 20% to i-52.tlot-core02.bx.telstraglobal.net. I did same test on a a Adelaide NBN connection and had zero packet loss.between (203.50.13.90) bundle--ether1.sydp-core04.sydney.reach.com and (202.84.137.101) i-52.tlot-core02.bx.telstraglobal.net
Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Renee, had a call back today at around 3pm which I couldn’t answer whilst at work. Voicemail message said they will call me back at 6pm tonight. Cancelled plans to ensure I was home for the call back. Now 7.40pm and still no call back. I have no words!!!!
ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Thought I would update on the saga. Was waiting for Telstra tech to call back today but no call, even though promised callback within 24hrs. I ended up moving the Telstra Smart Modem gen2  to a different location so I could have 4G coverage and disconnected the cable connection to the NBN modem. So basically running in 4G backup mode.Its working perfectly, no TLS issues and pages are loading as expected. So issue is somewhere on the Cable side.

 

so I called Telstra support instead after another hour or so explaining the issue and getting nowhere, they have said a case manager will contact me. I wont hold my breath but I do have a reference number.

 

I also did some troubleshooting with a very experienced network engineer (non telstra) and he says the pausing at TLS is most likely telstra doing packet inspection and discarding packets. We did a packet capture on my pc with wireshark and you can see the TLS negotiation resetting.

 

Im suspecting more this may be the Telstra broadband protect or some packet inspection somewhere which is overloaded and is dropping packets.

 

At least tonight im stable but only 5Mbps on 4G (backup link speed) will update on progress tomorrow if Case Manager calls me.

Support Team
Support Team

Re: Issue with accessing web pages - timing out on connection

Thanks for the update, Dp17 - while we're not able to access accounts via posts over these forums, I can contact the case manager assigned to your fault if you can let me know any reference numbers provided in your recent calls. These would usually begin with '16' or 'SR-1'.

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Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Basically exactly where I’m at Spent about an hour with Telstra tech on the phone. He said at his end my modem is returning an IP address like it’s in mobile mode even though the SIM card has been removed. He tried updating firmware, many reboots, but still no joy. Been promised a case manager call to get a technician on site to troubleshoot with a new modem. Interestingly he at first told me there may be a charge for this. I refuse to pay to have a Telstra tech come on site when it’s an issue at their end. He said that will be up to the case manager! Like you have now put the sim back in, dropped the modem to mobile mode, and am working fine now (albeit much slower). Let’s wait and see if and when the case manager calls.
Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Greg, the case manager case ID is SR 1-1928551484021. Any help is appreciated.
ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Some more information, trawling the whirlpool forum I came across a thread with similar SSL and TLS Handshake issue, in Buderim on the sunshine coast in QLD. This was around October 2018

https://forums.whirlpool.net.au/archive/2759706

The thread is worth a read, but the summary was that it was an NBN issue and the NBN NOC sorted it out once users and an ISP representative from Aussie BroadBand got to the bottom of it.

John Alexander - Aussie / Wideband
NBN found a possible issue in their network in relation to Nambour and bypassed the fault. This looks to have fixed the problems for us, as well as for those customers on Telstra and Myrepublic who were affected. Big thanks to the Noc staff at NBN who I was speaking to to find this while I was on the phone
Was a faulty internal link in NBN's network.

Telstra we need someone from the Telstra Network support team to escalate this issue with NBN Network Operations Team.

ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Greg, my case is ref: SR1-1929751334308 for the same problem as DP17, we are in the same area (castle Hill). The NBN issue is looking more likely. IM on backup 4G now which is Telstra only and not getting the issue. As soon as I go back to the NBN cable link it happens again.
ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Yes I know the feeling, I had one of the Level 1 Telstra guys tell me two things

1 - Tells me to go to a local computer shop and get someone to look at it. I told himno this is Telstras problem not mine to fix.
2 - Told me I was using no standard equipment. I said the cable modem is NBN and the router is Telstra Smart Modem gen2 which was supplied by Telstra .. which part of that is non standard ...

Then I told him wanted to speak to his supervisor but of course his supervisor was too busy .. he allocated a case number and said a case manager would call in 24-48 hours.

Sounds liek we are both on 4g working, so hopefully one of the case managers will look into this and especially raise the issue with NBN NOC.

Smiley Happy
Support Team
Support Team

Re: Issue with accessing web pages - timing out on connection

Thanks for having this confirmed and I can confirm that we have sent on through a request for your case manager to get back in touch with you asap. As we don't have access to schedules I have included their supervisor into this request so it can be actioned asap. Please allow 2 business days for this contact to be completed and let us know how it goes when they have been in touch. 

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ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Greg, my case number is ref: SR1-1929751334308. we are both having the same issue in the same suburb (Castle Hill). Please see what you can do to get Telstra Case Managers to escalate with call with NBN NOC to look into
Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Did your issue start happening Friday last week?
Support Team
Support Team

Re: Issue with accessing web pages - timing out on connection

Thanks for that ToddH1 and I have also sent through a request for your escalation to be assigned asap so that a case manager can get in touch to resolve this further. Again please allow 3 business days for this to be actioned and the call completed so this can be resolved further and let us know how the call goes. 

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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ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

Yes its been happening since friday

ewiandr
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Hi,
Has anything been changed ?

Mine seems to be better this morning

Regards
Andy
Level 24: Supreme Being
Level 24: Supreme Being

Re: Issue with accessing web pages - timing out on connection

There was a fix put in place last night that should have resolved the issue
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ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

I will try this out when i get home this evening and report results. Thanks for the update

Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Seems our internet is now working 100%.
Would love an explanation from Telstra as to what the problem was, and more importantly let the support team know what the issue was so if it happens again it won’t take nearly a week to fix!
ToddH1
Level 3: Gumshoe

Re: Issue with accessing web pages - timing out on connection

working 100% for me too. I still have an open ticket with Telstra and NBN coming tomorrow to check my line even though i told them 5 times today that wasnt the issue.

 

Firstly thank you for getting it fixed. IM still going round in circles with the telstra support helpdesk, they dont listen to customers.

 

I would like to know as well what the issue was so that others who search for similar problems know what the solution was.

ewiandr
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

What was the Fix ?
Software, Hardware, config or human error...

I just want to know because currently Telstra's customer service are denying there was a fault which is very irritating and insulting.

I wonder how much money has been wasted by sending out new modems to people....

Dp17
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Nearly a week later and still no response to what the issue was!
HFarid
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

That is right, I changed my ISP to Optus. I was not a fan of Optus or anyone else as I knew all the ISPs in Australia use Telstra's backbone. But this time, the problem seems to be an intentional issue. The issue seems to be with Telstra DNS servers + International Routing, but they either cannot understand what I am talking about or they intentionally don't want to understand what i am talking about. , It seems the issue is a hand made intentional problem to make the clients get frustrated and then decide to leave by themselves. This seems to be just a workaround for Telstra to make the users silently move to another ISP without creating noises or possibly sue them.
I moved to Optus, which in reality uses the same network infrastructure as Telstra +NBN and it seems it is much better.
HFarid
Level 2: Rookie

Re: Issue with accessing web pages - timing out on connection

Don't waste your time, they don't need us. Move to another ISP.

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