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Zagande
Level 2: Rookie

My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Answered

When daylight savings kicked in about two weeks ago my NBN performance has dropped from the usual 45Mbps average  to a pitiful and absolutely useless 40kbps. I live in outer suburban Sydney in Mount Annan and my NBN service is FTTN and have had no issue, except for the odd dropout here and there.... until now.

 

Telstra, you have repeatedly referred to the modem being a problem. You have sent me a new Smart Modem (with ADSL/VDSL and mobile 4G backup) which I received yesterday as you suspected my previous modem was at fault, which you supplied about 14 months ago and has worked flawlessly. I have also tested a D-Link DS-4230L modem and have verified that the modem cannot be the problem. All three modems produce the same results over the DSL link.

 

I believe the problem is in your network, here is what I have found:

 

For each of these tests I have used the Telstra Speedtest web site (https://speedtest.telstra.com/)...

 

If I use my NBN VDSL connection:

  • If I select Telstra Sydney as my destination for testing: 0.1Mbps download/0.2Mbps upload
  • If I select Telstra Perth as my destination for testing: 47.7 Mbps download/15.6Mbps upload

 

If I fail over to the 4G capability on the new modem you supplied by disconnecting the DSL cable:

  • If I select Telstra Sydney as my destination for testing: 4.9Mbps download/0.9Mbps upload

 

If I use my phone with a Telstra SIM card and connected to the 4G network:

  • If I select Telstra Sydney as my destination for testing: 43.2Mbps download/27.1Mbps upload

 

I have repeated these tests at different times of day as network utilisation can vary, yet my results are similar.

 

Given I am in Sydney and my traffic is being routed via Sydney, I am receiving the download and upload speeds you can see reflected above (0.1Mbps) which is unacceptable.

Please have a look at your network and get it fixed.

 

Here is a screenshot showing the line rate showing a DSL connection established and theoretical top speeds of around 50Mbps down and 20Mbps up:

 

DSL-line-rate.JPG

 

Here is a screenshot showing the speed test over the DSL link using Telstra Sydney for testing:

current-telstra-nbn-service-speed.JPG

Here is a screenshot showing the speed test over the DSL link using Telstra Perth for testing:

telstra-perth.JPG

1 ACCEPTED SOLUTION

Accepted Solutions
Zagande
Level 2: Rookie
Accepted Solution

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Please find below traceroutes to the test servers (Syd Test and Per Test) - Syd Test is slow; Per Test is Fast.

 

I have also performed a traceroute to www.bom.gov.au which is also slow.

 

 

C:\>tracert www.bom.gov.au

Tracing route to www.bom.gov.au [104.116.119.89]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms mygateway.gateway [10.0.0.138]
2 * * * Request timed out.
3 7 ms 7 ms 7 ms 144.130.209.206
4 30 ms 28 ms 26 ms 172.18.239.133
5 45 ms 43 ms 45 ms 203.46.69.33
6 38 ms 37 ms 38 ms a104-116-119-89.deploy.static.akamaitechnologies.com [104.116.119.89]

Trace complete.

C:\>tracert syd1.speedtest.telstra.net

Tracing route to syd1.speedtest.telstra.net [110.143.60.254]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms mygateway.gateway [10.0.0.138]
2 * * * Request timed out.
3 9 ms 7 ms 9 ms 144.130.208.210
4 11 ms 8 ms 11 ms bundle-ether14.ken-core10.sydney.telstra.net [203.50.11.96]
5 8 ms 7 ms 8 ms bundle-ether1.ken-edge901.sydney.telstra.net [203.50.11.95]
6 7 ms 7 ms 7 ms telstr1313.lnk.telstra.net [110.143.60.254]

Trace complete.

C:\>tracert per1.speedtest.telstra.net

Tracing route to per1.speedtest.telstra.net [203.43.60.161]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms mygateway.gateway [10.0.0.138]
2 * * * Request timed out.
3 8 ms 7 ms 7 ms 144.130.208.210
4 9 ms 10 ms 9 ms bundle-ether14.ken-core10.sydney.telstra.net [203.50.11.96]
5 19 ms 19 ms 18 ms bundle-ether10.win-core10.melbourne.telstra.net [203.50.11.123]
6 28 ms 27 ms 29 ms bundle-ether2.fli-core10.adelaide.telstra.net [203.50.6.228]
7 56 ms 55 ms * bundle-ether3.wel-core10.perth.telstra.net [203.50.6.233]
8 56 ms 55 ms 55 ms bundle-ether1.wel-edge901.perth.telstra.net [203.50.6.215]
9 55 ms 55 ms 56 ms per2.speedtest.telstra.net [203.43.60.161]

Trace complete.

C:\>

In addition I ran Wireshark and captured the packet sequence for www.bom.gov.au on both VDSL and the backup 5Mbps speed limited 4G (attached)

 

Looking at the capture start time and end time and taking the difference, it shows the page load times for www.bom.gov.au:

 

VDSL: 14.24 seconds

Backup 4G: 1.5 seconds

 

Capture4G.JPGCaptureVDSL.JPG

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19 REPLIES 19
drphil5334
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

hi i have a similar issue over the past few days my internet speed has slowed down i was on the 25/5 plan and i received that  now I only get 8-2mbps I contacted Telstra support and they told me that im unable to receive those speeds at my address, yet they cant tell me why it's changed all of a sudden and i was supposed to receive a call from Telstra support but i never got a call Telstra suck

Level 24: Supreme Being
Level 24: Supreme Being

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Have you tried other local speed test servers besides the Telstra server using http://www.speedtest.net/ ? Is it only speed test servers in NSW that give low speed test results?

Level 24: Supreme Being
Level 24: Supreme Being

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Have you checked the actual speed of the NBN link. The can be found here if you have a Telstra gateway.

TG799 and TG800
http://10.0.0.138 > advance > broadband > DSL stats

Telstra Frontier (DJN2130) or Telstra Smart Modem (DJA0230)
http://192.168.0.1 > Advanced > Broadband > DSL stats

Telstra Gateway (Sagemcom F@st 5355)
http://10.0.0.138 > Advanced > Gateway Settings > Dev Info > General > xDSL (Near bottom of page) Password is admin

NBN Co guarantees a minimum speed of 12/1 during first 18 months and 25/5 after this. If you are getting less than 12/1 then NBN Co should send a technician to fix the link.
Zagande
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

I have tried other test servers within Telstra as well as other non Telstra test services (see below). Telstra Adelaide is not too bad, but Telstra Melbourne is also woeful.

 

The point of my message was to show that if I use Telstra Perth as my test server the data is travelling at near line rate suggesting that neither the modem nor infrastructure on my end is a problem.

 

adelaide.JPGmelbourne.JPGnetflix.JPGspeedtest.JPG

Level 24: Supreme Being
Level 24: Supreme Being

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

I agree the problem is not with your hardware or NBN link. I just wanted to rule out it wasn't the Telstra Sydney Test server being faulty. If it is happening with other local test servers then it does seem to be a network problem.

 

You could try using a custom DNS server such as google (8.8.8.8, 8.8.4.4) to temporarily fix the speed problem. If you set an custom IPv4 DNS server on your device you will also need to disable LAN IPv6 in the Smart Modem (Advanced > Local Network) and then disconnect and reconnect  device.

drphil5334
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

yes it used to say 25 down and 6 up that would change by 1 or 2 Mbps but now it says 10 down and 1 up and the support people can't tell me why, i have reset the modem yet it's still worse than my adsl connection, one technician i spoke to said that i cant receive those speeds to my house yet how have i been on them for the past 2 years ?
Level 24: Supreme Being
Level 24: Supreme Being

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Have they sent an NBN technician to your premises to check the line. If you were getting those speeds before something physical has changed either a faulty termination in one of the pits, connection pillar or Node.
If Telstra support don't send a Technician lodge a complaint by ringing 132200 and saying reason for call is complaint or use online form. https://say.telstra.com.au/customer/general/forms/Email-Complaint
drphil5334
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

thanks for your help mate better than Telstra support
Level 21: Augmented

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995


 

If I use my NBN VDSL connection:

  • If I select Telstra Sydney as my destination for testing: 0.1Mbps download/0.2Mbps upload
  • If I select Telstra Perth as my destination for testing: 47.7 Mbps download/15.6Mbps upload

 

If I fail over to the 4G capability on the new modem you supplied by disconnecting the DSL cable:

  • If I select Telstra Sydney as my destination for testing: 4.9Mbps download/0.9Mbps upload

 

If I use my phone with a Telstra SIM card and connected to the 4G network:

  • If I select Telstra Sydney as my destination for testing: 43.2Mbps download/27.1Mbps upload

 


The above part of your post is important... Nothing is wrong with your equipment or your connection... There is a problem with routing and there might be somewhere significantly degraded link...

What the above says is:

  • that your VDSL connection works OK and delivers expected results (see the speed to Perth).
  • 4G fallback is speed limited so that explains the difference between that and your mobile phone...
  • 4G is using different routing than VDSL

So hopefully, someone from Telstra will see this post and will investigate...

 

BTW, I think daylight change is just a coincidence, but if there was a misconfiguration and one router was on wrong time, it could be an issue...

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.
Zagande
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Thank you. Exactly the message I was wanting to get across, except you said it with about 95% fewer words.
Level 21: Augmented

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

I am not 100% sure who is responsible for routing - NBN or Telstra? Logically, I would think NBN, but sometimes it seems like ISPs...

Anyway, there are few really good guys from Telstra around here and I am sure they will pass this on...
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.
Telstra (Retired)
Telstra (Retired)

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Hi Zagande

 

Have you tried changing your DNS as CF4 mentioned to see if this changes the speeds on the particular server tests?

 

- AlistairQWA

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Zagande
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

I did but to no benefit. 

 

I am a bit rusty with my networking since it has been about 20 years since I gained my Cisco certifications, but I would have expected routing issues like these to impact others. My neighbours who use Telstra, have a similar NBN FTTN service and connect to the same node as me have no issues.

Level 24: Supreme Being
Level 24: Supreme Being

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Have you tried turning modem off for a few hours to make sure it has a new public IP address.

Level 25: The Singularity
Level 25: The Singularity

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Just because your neighbour's service is technically identical to yours doesn't necessarily mean that it gets routed through the network in an identical manner.

Their connection may be going through a different initial network switch depending on the IP address that their connection was allocated.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Zagande
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

I tried that last night. I turned off the modem at 9pm and turned it on again at 7am today. I confirmed it had a different public IP address and then proceeded to do the same tests to Telstra Sydney and Telstra Perth.

 

Again I see the same results.

 

Previous IP address:        60.229.210.6

New IP address:                58.166.225.93

 

Telstra Sydney: 0.2 Mbps download / 0.3 Mbps upload

Telstra Perth:     48 Mbps download / 15.1 Mbps upload

 

results.jpgPER.JPGPER1.JPG

Level 25: The Singularity
Level 25: The Singularity

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Can you run a traceroute to both a site that you can access properly and one that is reflecting the very slow speeds? That would give us all a better idea of where your connection is going wrong.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Zagande
Level 2: Rookie
Accepted Solution

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

Please find below traceroutes to the test servers (Syd Test and Per Test) - Syd Test is slow; Per Test is Fast.

 

I have also performed a traceroute to www.bom.gov.au which is also slow.

 

 

C:\>tracert www.bom.gov.au

Tracing route to www.bom.gov.au [104.116.119.89]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms mygateway.gateway [10.0.0.138]
2 * * * Request timed out.
3 7 ms 7 ms 7 ms 144.130.209.206
4 30 ms 28 ms 26 ms 172.18.239.133
5 45 ms 43 ms 45 ms 203.46.69.33
6 38 ms 37 ms 38 ms a104-116-119-89.deploy.static.akamaitechnologies.com [104.116.119.89]

Trace complete.

C:\>tracert syd1.speedtest.telstra.net

Tracing route to syd1.speedtest.telstra.net [110.143.60.254]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms mygateway.gateway [10.0.0.138]
2 * * * Request timed out.
3 9 ms 7 ms 9 ms 144.130.208.210
4 11 ms 8 ms 11 ms bundle-ether14.ken-core10.sydney.telstra.net [203.50.11.96]
5 8 ms 7 ms 8 ms bundle-ether1.ken-edge901.sydney.telstra.net [203.50.11.95]
6 7 ms 7 ms 7 ms telstr1313.lnk.telstra.net [110.143.60.254]

Trace complete.

C:\>tracert per1.speedtest.telstra.net

Tracing route to per1.speedtest.telstra.net [203.43.60.161]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms mygateway.gateway [10.0.0.138]
2 * * * Request timed out.
3 8 ms 7 ms 7 ms 144.130.208.210
4 9 ms 10 ms 9 ms bundle-ether14.ken-core10.sydney.telstra.net [203.50.11.96]
5 19 ms 19 ms 18 ms bundle-ether10.win-core10.melbourne.telstra.net [203.50.11.123]
6 28 ms 27 ms 29 ms bundle-ether2.fli-core10.adelaide.telstra.net [203.50.6.228]
7 56 ms 55 ms * bundle-ether3.wel-core10.perth.telstra.net [203.50.6.233]
8 56 ms 55 ms 55 ms bundle-ether1.wel-edge901.perth.telstra.net [203.50.6.215]
9 55 ms 55 ms 56 ms per2.speedtest.telstra.net [203.43.60.161]

Trace complete.

C:\>

In addition I ran Wireshark and captured the packet sequence for www.bom.gov.au on both VDSL and the backup 5Mbps speed limited 4G (attached)

 

Looking at the capture start time and end time and taking the difference, it shows the page load times for www.bom.gov.au:

 

VDSL: 14.24 seconds

Backup 4G: 1.5 seconds

 

Capture4G.JPGCaptureVDSL.JPG

View solution in original post

Zagande
Level 2: Rookie

Re: My NBN service speeds (recently) rival that of my dial up internet connection back in 1995

After 5+ weeks of prodding, many hours testing and possibly the worst customer service on the planet with Telstra promising to have a case manager call me urgently yet not following up (two weeks have passed since that promise was made and still no call), the incident was found to be routing related and has been fixed. Thanks to the people here on crowdsupport.

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