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Telstra (Retired)
Telstra (Retired)

Re: Outage in Epping, NSW?

Hey Apmdimka,

 

Feel free to PM me, however I may not see the PM until tomorrow. Otherwise our Online Chat is an instant alternative to calling: Technical support

 

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electroteque
Level 7: Deputy Inspector

Re: I've had that excuse quite a few times and it's a lame on...

Hi thanks, this is debatable. This 100MB cable service is a premium service compared to what I was paying before like $50 for **bleep**ty 2MB adsl. I had to budget extra for this by decommisioning my collocated server and moving it to Amazon. I'm a sole trader that works from home and my monthly income is dependant how much work I get, and ADSL is out of the question because how bad the copper lines are in my area and how much trouble is caused me in the past as noted above. Nobody should expect someone to be going from 100MB internet back to 2MB internet right ? . This is not my fault there is no optic fibre yet or a reasonably affordable 100MB business cable internet service. As soon as the NBN is available I will be getting off this anyway.

 

I understand it's a consumer service and I need it for other things than just facebook but still, people pay for the service it's should be fixed fully in a reasonable amount of time, not ongoing problems for like nearly a year now. It caused me 3 months of grief as soon as I joined cable from ADSL, and I had 6 months credited because of this and all the phone data I had to pay. I'm back on the phone data again via the S3 wireless tethering because the mobile broadband stick that was supposed to work and be activated is not,  so quite annoying, anyway this would be cheaper than the prepaid mobile broadband. 

 

 

apmdimka
Level 2: Rookie

Re: I've had that excuse quite a few times and it's a lame on...

Here it gain again... 30 percent loss.

 

UPDATE: just have had a live chat session and they told to call Faults athrive chat personnel has only limited support functions. And yes, they suggested to reboot the modem before as usual.

electroteque
Level 7: Deputy Inspector

Re: I've had that excuse quite a few times and it's a lame on...

Hi guys it looks like because of the packets dropping the form post timed out with the server. My observation is it becomes flakey around 6pm - 6am. I got a few dropped packets earlier today but then consistantly was getting none. And then the trouble started again around 6pm, and my dropbox sync was failing and skype was awful again. I had a very important skype call yesterday and I kept dropping out. 

 

So basically here is my requirements for internet, I just need working internet where I'm not disconnected for days or timing out like this. I use skype 100% of my time, and dropbox for syncing very large files for audio projects with other colleagues remotely. I'm also a developer in the area of online streaming video so the less latency the better for helping me test things properly.

 

I understand things go wrong all the time that's life, but they really should be addressesed in a fashionable anount of time by hiring more contractors perhaps instead of being tight with money, laying off staff to pay your shareholders more dividends. It should not be stuffing up your paying customers , or else why should we be paying at all ????

 

I had a good run of 8 months with no troubles perhaps a few wierd offline issues, but the problem has come back big time ! And murphy's law while I really need it the most during a project im doing ! 

 

Whoever decided to use copper for internet should be ashamed with themselves hehe. 

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

DiskStation> ping bigpond.com
PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=3 ttl=243 time=7.779 ms
64 bytes from 144.135.18.32: seq=4 ttl=243 time=8.809 ms
64 bytes from 144.135.18.32: seq=5 ttl=243 time=7.990 ms
64 bytes from 144.135.18.32: seq=6 ttl=243 time=9.009 ms
64 bytes from 144.135.18.32: seq=7 ttl=243 time=7.743 ms
64 bytes from 144.135.18.32: seq=9 ttl=243 time=7.878 ms
64 bytes from 144.135.18.32: seq=14 ttl=243 time=9.078 ms
64 bytes from 144.135.18.32: seq=19 ttl=243 time=8.389 ms
64 bytes from 144.135.18.32: seq=20 ttl=243 time=9.606 ms
64 bytes from 144.135.18.32: seq=29 ttl=243 time=9.077 ms
^C
--- bigpond.com ping statistics ---
32 packets transmitted, 10 packets received, 68% packet loss
round-trip min/avg/max = 7.743/8.535/9.606 ms

 

latest ping test. right now the connection is unusable and trying to sync a large file to the dropbox voa my phone data which is going to cost a fortune. 

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Screen Shot 2012-10-11 at 8.59.07 PM.png

 

A little light humour, lol. 

Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond

I think alot of this is expecation based. Your expecting a higher level of service, where the reality is that you are entitled to the 4 key things:

 

(a) access to the world wide web, BigPond Broadband web hosting services, email service and global newsgroups;

(b) the ability to upload and download files to and from the global internet using the file transfer protocol;

(c) access to Telnet and native HTTP access to global gopher services; and

(d) other services we may advise to you from time to time.

 


It goes on to say that you may not be able to do these things all the time.

 

If you want a service that has a SLA on the Ping times, an SLA on Packet loss, and the ability to report those things, and you are a business customer, I encourage you to speak with Telstra to discuss getting a Internet Direct Service

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


New Users - Click Here!

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

lol ben , agreed go "help" other people, i'm waiting for a response via a tech who contacted me via the form. Stop being lip service because it will only embarrass you even more. What year is this? telnet and gopher services lol, it's obviouslly not been updated in decades.

 

I get the point, though we all equally share the same service, we are all here experiencing the same problem, and we are all paying customers, so if we are unable to use the service properly at anytime why should we pay for it ??

 

Why should I even be wasting my hours even reporting the problems, and trying to find work arounds,it should just work we shouldn't even have to know how things work. I suggest it's a design flaw because some device could have been setup on the line to keep checking on it's health, report the problem immediately and have the issue resolved without us wasting our own time and obviouslly it's a half baked setup and that is not the case. 

 

Just to give you an idea the modem reboot helps temporarily, then the problem will start again. 

 

DiskStation> ping bigpond.com
PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=0 ttl=243 time=11.117 ms
64 bytes from 144.135.18.32: seq=1 ttl=243 time=9.238 ms
64 bytes from 144.135.18.32: seq=2 ttl=243 time=9.923 ms
64 bytes from 144.135.18.32: seq=3 ttl=243 time=11.070 ms
64 bytes from 144.135.18.32: seq=4 ttl=243 time=12.272 ms
^C
--- bigpond.com ping statistics ---
5 packets transmitted, 5 packets received, 0% packet loss
round-trip min/avg/max = 9.238/10.724/12.272 ms

 

It's now not doing it and I have stuff working again so for 6 hours it was dead from 6pm - 12am, as I work nights this is when I need it the most ! That file is still uploading and the status hasn't changed so uploading is still bad. 

 

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Sorry to keep whailing about this, but what I consider normal usage in this day and age is the following

 

- web browsing

- email

- streaming media, HD streaming if the files are served locally more and more CDN's are locating themselves in sydney, most video is bad in australia because it's all served in america, so your 100MB internet isn't going to do much, the latency and route is bad to begin with. 

- internet radio

- VOIP / skype / video conferencing

- dropbox / ftp / sftp / s3 storage remote backups

 

If you want to call this "specific" to my line of work

 

- ssh

- github / svn / mecurial

 

 

Our household spends $18 a month on landlines, I don't even use the landline. I mostly speak with people I am working with or friends and family via skype, and send files for projects I am working on with people remotely via dropbox and other means. More and more people are working together remotely via the internet this is where it's all going anyway.

 

I rarely use the mobile unless I am meeting up with people, I pay $9 a month for my plan. I rarely use mobile data for internet or video streaming because it's outragously expensive, uneconomical because it's a second internet plan and I have my laptop and a cable connection for those things. The stats in regards to tablets and mobile data is either fudged or people will end up realising how corruptly expensive it is and get out of it or it's actually tablet use via their home internet hehe. I rarely watch tv also. 

 

So in my view landline phones and tv are reundant to me and mobile is just there when I need it so I don't need anything specific there and definitely not buying into scammy 4G or any of that. I got my S3 phone and only got the 3G because thats all I ever need. Mobile data is second rate I think, and the faster people push it requiring more towers is only going to make society sicker which it already is, it would be much safer to just stick to fibre optics Smiley Wink Apple for instance I can see also trying to make ethernet redundant over wireless, where wireless is terrible and harmful and will never replace  a cable !

 

If i'm going to be pigeon holed as a minority, I'm still a paying customer so who cares how I need to use it ????? As long as the thing stays up !

 

 

 

Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond


electroteque wrote:

 As long as the thing works as stipulated in the contract that I voluntarily agreed to  


Fixed it for you

 

B.

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


New Users - Click Here!

goosmurf
Level 4: Private Eye

Re: Getting help from Bigpond

All,

 

Can we please keep this stuff about T&Cs out of this thread?

 

It doesn't help any of us who have a broken service.  Ben_F may be legally correct but honestly it doesn't actually help anyone here.  If I were less generous I'd say that you're simply riling folks up for sport, aka trolling.

 

If you live in the Epping area and have similar issues to what is being reported here please share your experiences. Or if your service is perfectly fine that would be handy to know too.

 

If you can actually help in resolving the issues, please pipe up.

 

Otherwise, this thread is not for you.

Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond


goosmurf wrote:

All,

 

Can we please keep this stuff about T&Cs out of this thread?

 

It doesn't help any of us who have a broken service.  Ben_F may be legally correct but honestly it doesn't actually help anyone here.  If I were less generous I'd say that you're simply riling folks up for sport, aka trolling.


My aim is to help people to understand what they are paying for and what they should expect as part of that service.

 

Anything streaming, any minimum speed requirement, SSH, Github etc is NOT  something to which you are entitled to and if they don't work you aren't entitled to have them fixed.

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


New Users - Click Here!

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

DiskStation> ping bigpond.com
PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=0 ttl=243 time=27.626 ms
64 bytes from 144.135.18.32: seq=1 ttl=243 time=65.653 ms
64 bytes from 144.135.18.32: seq=2 ttl=243 time=36.813 ms
64 bytes from 144.135.18.32: seq=3 ttl=243 time=73.239 ms
64 bytes from 144.135.18.32: seq=4 ttl=243 time=19.503 ms
64 bytes from 144.135.18.32: seq=5 ttl=243 time=87.771 ms
64 bytes from 144.135.18.32: seq=7 ttl=243 time=63.952 ms
64 bytes from 144.135.18.32: seq=9 ttl=243 time=57.110 ms
64 bytes from 144.135.18.32: seq=11 ttl=243 time=46.956 ms
64 bytes from 144.135.18.32: seq=12 ttl=243 time=25.759 ms
64 bytes from 144.135.18.32: seq=13 ttl=243 time=71.348 ms
64 bytes from 144.135.18.32: seq=14 ttl=243 time=15.211 ms
64 bytes from 144.135.18.32: seq=15 ttl=243 time=83.476 ms
64 bytes from 144.135.18.32: seq=16 ttl=243 time=18.169 ms
^C
--- bigpond.com ping statistics ---
17 packets transmitted, 14 packets received, 17% packet loss
round-trip min/avg/max = 15.211/49.470/87.771 ms

 

 

packet loss again, and it's delaying me. Uploads are completely buggered up , speedtest.net won't even initiate the upload test, dropbox has failed to upload an important file all day. Skype is also patchy of course. 

Telstra (Retired)
Telstra (Retired)

Re: Getting help from Bigpond

Electroteque, Shelly is current accross your issue and will be in contact with you later today once she has completed her investigations. 

 

Apmdimka, I've sent you a PM with our online form (which i'm sure you've seen posted here). Send me through your details and I'll have a look into your connection as well.

 

 

 

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apmdimka
Level 2: Rookie

Re: Getting help from Bigpond

Ben,

 

Stop trolling this thread, we got your point. Technically streaming and Dropbox are HTTP-based so they count as web downloads/uploads.

 

Guys, I have called tech support and they logged the issue. They promised to send me the technician on Wed (I do not really know why I need him/her). They were also confirmed that my connection (as well as others') was flaky.

 

Lets see how it goes.

 

Cheers,

Technical Support
Technical Support

Re: Getting help from Bigpond

Just a quick note to let you know that I have passed this information on to our network team, and I will advise as I receive any updates.

 

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Telstra (Retired)
Telstra (Retired)

Outage in Epping

Hey All,

 

We have just gotten word from the Network guys that an outage is (once-again) listed for Epping. We are currently working on getting the packet loss issue resolved.

 

Thanks everyone for your input, hopefully your pesistance will pay off soon Smiley Happy

 

 

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Moderator
Moderator

Re: Outage in Epping

Hi everyone, It looks like this thread is getting a little off topic. 

 

Brodie and Shelly from Tech Support are looking into this and have responded to this issue(s). Please keep an eye on this thread for more updates from them.

 

Regards

Deanna 

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electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Things improved considerably since I was told it was being looked at and fixed by Monday. Hopefully it stays this way. 

 

DiskStation> ping bigpond.com
PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=0 ttl=243 time=12.316 ms
64 bytes from 144.135.18.32: seq=1 ttl=243 time=10.810 ms
64 bytes from 144.135.18.32: seq=2 ttl=243 time=9.326 ms
64 bytes from 144.135.18.32: seq=3 ttl=243 time=9.348 ms
64 bytes from 144.135.18.32: seq=4 ttl=243 time=11.195 ms
64 bytes from 144.135.18.32: seq=5 ttl=243 time=9.550 ms
64 bytes from 144.135.18.32: seq=6 ttl=243 time=8.786 ms
64 bytes from 144.135.18.32: seq=7 ttl=243 time=7.461 ms
^C
--- bigpond.com ping statistics ---
8 packets transmitted, 8 packets received, 0% packet loss
round-trip min/avg/max = 7.461/9.849/12.316 ms

 

 

goosmurf
Level 4: Private Eye

Re: Getting help from Bigpond

Looking good for me too.

 

Looks to have been fixed somewhere around 5pm yesterday.  I see the outage is still open on Bigpond's service status page but hopefully things stay good Smiley Happy

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Yeah me too, sorry to have bitten the troll, but my arguments still stand I reckon, no service no payment Smiley Wink

 

http://www.speedtest.net/result/2238883258.png

 

Speed test is showing ok, 

 

latency on my ping times is a bit concerning though, not always 8ms. 

 

PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=0 ttl=243 time=7.700 ms
64 bytes from 144.135.18.32: seq=1 ttl=243 time=18.471 ms
64 bytes from 144.135.18.32: seq=2 ttl=243 time=30.869 ms
64 bytes from 144.135.18.32: seq=3 ttl=243 time=14.877 ms
64 bytes from 144.135.18.32: seq=4 ttl=243 time=10.800 ms
64 bytes from 144.135.18.32: seq=5 ttl=243 time=56.564 ms
64 bytes from 144.135.18.32: seq=6 ttl=243 time=30.084 ms
64 bytes from 144.135.18.32: seq=7 ttl=243 time=24.096 ms
64 bytes from 144.135.18.32: seq=8 ttl=243 time=20.414 ms
64 bytes from 144.135.18.32: seq=9 ttl=243 time=33.783 ms
64 bytes from 144.135.18.32: seq=10 ttl=243 time=21.420 ms
64 bytes from 144.135.18.32: seq=11 ttl=243 time=18.286 ms
64 bytes from 144.135.18.32: seq=12 ttl=243 time=33.520 ms
64 bytes from 144.135.18.32: seq=13 ttl=243 time=8.134 ms
64 bytes from 144.135.18.32: seq=14 ttl=243 time=15.964 ms
^C
--- bigpond.com ping statistics ---
15 packets transmitted, 15 packets received, 0% packet loss
round-trip min/avg/max = 7.700/22.998/56.564 ms

 

I hope it stays up ! I was hoping it was the modem so I could get it replaced with something better and the wireless is unstable at times.  I still have failed to find the time to find a suitable Soho router I could bridge that will actually work like my Billion one as the routing options on this netgear is useless and there is zero in terms of security features because apparantly "home" users don't need security ???? I despise consumer grade products hehe. 

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Ouch this is going to hurt , my $9 a month mobile phone bill has become $119 due to the excess data to get a file transferred the other day Smiley Sad I couldnt even get the backup broadband stick I was given working because no drivers for mountain lion. 

Technical Support
Technical Support

Re: Getting help from Bigpond

Hey All,

 

It's great to hear that your services are back up and running. At this stage I can advise that some network equipment was replaced which was affecting several hubs in the area.

 

 

 

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electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Hi Shelly ive been extremely busy the past 2 weeks how do I go about getting credit for my downtime. 

Technical Support
Technical Support

Re: Getting help from Bigpond

Hey Electroteque,

 

If you contact our accounts team on 13 22 00, they will be happy to discuss that with you.

 

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apmdimka
Level 2: Rookie

Re: Getting help from Bigpond

Anyone having fun again? Happened last night to me, and here we go again:

 

Reply from 8.8.8.8: bytes=32 time=10ms TTL=55
Reply from 8.8.8.8: bytes=32 time=10ms TTL=55
Reply from 8.8.8.8: bytes=32 time=11ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=15ms TTL=55
Reply from 8.8.8.8: bytes=32 time=9ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=9ms TTL=55
Reply from 8.8.8.8: bytes=32 time=9ms TTL=55
Request timed out.

Ping statistics for 8.8.8.8:
    Packets: Sent = 424, Received = 329, Lost = 95 (22% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 57ms, Average = 12ms
Control-C
^C

goosmurf
Level 4: Private Eye

Re: Getting help from Bigpond


apmdimka wrote:

Anyone having fun again? Happened last night to me, and here we go again:

 ...snip...

Ping statistics for 8.8.8.8:
    Packets: Sent = 424, Received = 329, Lost = 95 (22% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 57ms, Average = 12ms
Control-C
^C


Yep.  20-50% packet loss since 2:30pm Friday 29 March.

 

I'm travelling atm and was wondering why SSHing back to my machine at home was so damn slow...

goosmurf
Level 4: Private Eye

Re: Cable dropouts in Epping (NSW) area

Has anyone in the Epping area been experiencing (cable) dropouts lately?

 

I'm trying to figure out if there's an issue with my modem or there is maybe a problem in the area with the cable headend.

 

I have experienced regular dropouts for the past month or two. Sometimes the modem has rebooted itself, other times it's just a dropout & modem is online but has resynced.

 

Today my modem dropped out, then when it resynced it could only see a single upstream channel, and a single downstream channel (normally I would see 8). The "online" light on the modem was flashing, and the "Network Access" item on the Gateway Status page said "Access denied". There was a similar "Access denied" message on the Gateway Status page.

 

Using a Netgear CG3100D-2.

 

I rang Telstra and the CSR was very helpful. We went through all the diagnostics quickly, including a factory reset of my modem but we could never get past the flashing online light & "Access denied" messages. She also checked that there were no reported outages in this area (on 3! systems). In the end she scheduled a technician visit for tomorrow.

 

My modem has since been able to sync and I'm back online... so I'm now trying to figure out whether there was a problem on the cable node end that was fixed, or whether my modem is actually on the fritz.

 

Logs from my FreeBSD gateway:

Nov 28 02:45:18 fatso kernel: bge0: link state changed to DOWN
Nov 28 02:45:21 fatso kernel: bge0: link state changed to UP
Nov 28 02:45:49 fatso kernel: bge0: link state changed to DOWN
Nov 28 02:45:52 fatso kernel: bge0: link state changed to UP
Nov 29 13:31:00 fatso kernel: bge0: link state changed to DOWN
Nov 29 13:31:03 fatso kernel: bge0: link state changed to UP
Nov 29 13:31:28 fatso kernel: bge0: link state changed to DOWN
Nov 29 13:31:31 fatso kernel: bge0: link state changed to UP
Dec 10 16:09:21 fatso kernel: bge0: link state changed to DOWN
Dec 10 16:09:24 fatso kernel: bge0: link state changed to UP
Dec 10 16:09:51 fatso kernel: bge0: link state changed to DOWN
Dec 10 16:09:54 fatso kernel: bge0: link state changed to UP
Dec 17 13:24:41 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:24:57 fatso kernel: bge0: link state changed to UP
Dec 17 13:25:24 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:25:27 fatso kernel: bge0: link state changed to UP
Dec 17 13:28:53 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:29:04 fatso kernel: bge0: link state changed to UP
Dec 17 13:29:32 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:29:35 fatso kernel: bge0: link state changed to UP
Dec 17 13:36:54 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:37:37 fatso kernel: bge0: link state changed to UP
Dec 17 13:38:02 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:38:05 fatso kernel: bge0: link state changed to UP
Dec 17 13:41:20 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:41:26 fatso kernel: bge0: link state changed to UP
Dec 17 13:41:55 fatso kernel: bge0: link state changed to DOWN
Dec 17 13:41:58 fatso kernel: bge0: link state changed to UP
Dec 17 14:14:22 fatso kernel: bge0: link state changed to DOWN
Dec 17 14:20:43 fatso kernel: bge0: link state changed to UP

Technical Support
Technical Support

Re: Cable dropouts in Epping (NSW) area

I can see that there have been issues in Epping NSW over the past few days for BigPond Cable and Foxtel services. These are currently resolved.

 

Please check our Service Status page http://servicestatus.telstra.com/ to check for any current issues, and if none are listed, please contact Tech Support on 133 933 so that this can be escalated.

 

As fault reports lodged create a pattern, these are used to identify network issues affecting performance.

 

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goosmurf
Level 4: Private Eye

Re: Cable dropouts in Epping (NSW) area

Thanks Shelly.

 

Unfortunately the Bigpond person I spoke to, who was very helpful, said she checked all 3 systems she had access to and there were no faults in this area!

 

Anyway I ended up cancelling the technician visit last night as my service seemed fine.

 

Is there a way to see past outages even if they are fixed?

 

It would be very helpful to be able to correlate my own logs with past outages so I could separate possible issues with my specific service (wiring, modem) vs broader cable issues.

Technical Support
Technical Support

Re: Cable dropouts in Epping (NSW) area

Hi Goosmurf,

 

You would need to lodge a complaint to get information about your service history. Customers can lodge a complaint via the methods listed in this link: http://www.telstra.com.au/help/contact-us/complaints/index.htm

 

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goosmurf
Level 4: Private Eye

Re: Cable dropouts in Epping (NSW) area

I've been experiencing quite a few dropouts lately. A few last night, and a few again tonight.

 

It seems that the modem is maybe losing sync (not sure on the right term). I notice each time it drops out and reconnects that the frequency on the connection page has changed.

 

Anyone else in the area experiencing this?

 

I believe my line stats are healthy: https://dl.dropboxusercontent.com/u/8110989/2014/telstra-cable-epping-20140417.png

Community Manager Community Manager
Community Manager

Re: Cable dropouts in Epping (NSW) area

Our tech experts have gone home for the weekend and wont be in over the easter break so I would suggest that your best course of action is to speak to tech support to report the issue.

 

I will flag this post with the tech team also and request they respond next week.

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danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

This is just amazing I flagged it yesterday here but no response http://crowdsupport.telstra.com.au/t5/Home-Broadband/Modem-dropouts-with-logs-like-B-INIT-RNG-Failur...

 

I'm having consistent dropped packets, in my experience it will keep getting worse until full disconnection. 

 

64 bytes from 74.125.237.104: seq=20 ttl=53 time=9.809 ms

64 bytes from 74.125.237.104: seq=21 ttl=53 time=8.718 ms

^C

--- google.com ping statistics ---

22 packets transmitted, 21 packets received, 4% packet loss

round-trip min/avg/max = 7.792/9.644/15.190 ms

 

It regularly does this though they are warning signs but has now decided to completely fall over and now we're without internet for days because nobody is around.

This is incredible. What "upgrade" was done the other day ? It falls over especially when it rains I would never expect it to hold up with more people joining it. 

What is strange is the modem is sometimes inaccessible while its doing this its somehow rebooting itself at times so the interface is not accessible but the uptime says 30days here. I have it in bridge mode also. Today its accessible but still dropped packets and timing out. Is those logs in the modem got anything to do with a crap signal ? I bet our problems from years ago were never resolved. Every few months it will go down like this really and randomly within that.

Fibre will give us 100% uptime so what is the issue with that ! 




Community Manager Community Manager
Community Manager

Re: Cable dropouts in Epping (NSW) area

To clarify the upgrade that we did to our systems last weekend was to our internal billing systems, this has nothing to do with service delivery or your experience with on the network itself.

 

As mentioned in my post above I will flag this for tech on Tuesday, however you would be well advised to speak to technical support in the meantime if you would like this looked at sooner.

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danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

actually I made quite a few posts in the past few months but nobody bothered to resolve it. Calling the centre for this is useless they prob wouldn't even know what a dropped packet is LOL. We need to speak to a tech. It's going on for too long. 

 

this timed out trying again lol. 

 

 

third time lucky dropped packets increasing until complete fall over i am well acquanted with this nightmare !

 

64 bytes from 74.125.237.137: seq=0 ttl=55 time=11.751 ms

64 bytes from 74.125.237.137: seq=2 ttl=55 time=9.605 ms

64 bytes from 74.125.237.137: seq=3 ttl=55 time=9.031 ms

64 bytes from 74.125.237.137: seq=4 ttl=55 time=8.166 ms

64 bytes from 74.125.237.137: seq=5 ttl=55 time=9.115 ms

^C

--- google.com ping statistics ---

6 packets transmitted, 5 packets received, 16% packet loss

round-trip min/avg/max = 8.166/9.533/11.751 ms

danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

a reboot has yielded no results 

12 packets transmitted, 8 packets received, 33% packet loss

 

still the same. 

 

 

Telstra (Retired)
Telstra (Retired)

Re: Cable dropouts in Epping (NSW) area

No worries, so as Dan mentioned, we'll have a Tech take a look at your post on Tuesday then :-) 

 

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goosmurf
Level 4: Private Eye

Re: Cable dropouts in Epping (NSW) area

danrossi: Having dealt with many utterly useless Telstra staff I sympathise with your predicament but the only hope you have is to go through the calls, scripts, and tech visits so they can rule out issues with your wiring and escalate further if need be.

 

Don't know what the situation is today but in the past when I've had issues I've had most success with folks from the 24x7 / social media team which includes some (all?) of the staff on here. In my experience the good staffers will own your case and follow up until its resolved -- I had Brodie call me back almost every day to check on the status of things the last time I had major issues.

 

The reason this thread exists isn't so much to report individual service issues but to attempt to correlate problems across services within the Epping (NSW, 2121) area. This was helpful in the past to work out that there was some problem upstream and not issues specific to my (and a few other local residents') service, when the service status page consistently showed no issues in the area.

danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

--- google.com ping statistics ---

8 packets transmitted, 8 packets received, 0% packet loss

 

It's working again now.  But another test will show up 3%.

 

This kind of thing happens all the time and enough to send you crazy. This will never happen on fibre !  

 

I believe I have had noise problems since day 1 as displayed at the start of this thread and will never go away. 

 

My modem logs may explain that perhaps ? Please advise as I had no replies on my other question about this. There is no modem logs producing those results as yet though. 

 

 

 

 

danrossi
Level 5: Eagle Eye

Re: Outage in Epping, NSW?

Hi Team FYI after 6pm again and no dropped packets but the modem decided to be complete unresponsive and the connection completely cutout without warning so the dropped packets are warning signs for huge connection tsunamis ! .  We are the first people with the original modems which has never had a firmware upgrade ever so before we can tell the usual noisy line is at fault we may need a new modem. I've reported this problem many times already. The internet will completely cut out and logging into the bridge ip 192.168.100.1 to see whats going on is impossible because the modem interface is unresponsive and i cant ping to it. It seems this happens whenever there is indeed a line problem sometimes which is just bizarre. Last night it was dropping packets but the interface was up. I rebooted it but was failing to connect for 20 mins another reboot and another 10 mins later it connected. 

May i ask is this a connection issue with too many users because its happening at the same times at night now. It's not right we're subjected to this constantly and it's time consuming to deal with this ! .

Fair enough it was a new network a few years ago but for it to happen still is crap.

these are my modem logs. It would be nice to get a new modem to rule out this crappy one is a problem. 

 Sat Apr 19 09:35:01 2014    Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM[EDITED TO REMOVE MAC ID];CM-QOS=1.1;CM-VER=3.0; 
 Sat Apr 19 09:34:46 2014    Critical (3)   No Ranging Response received - T3 time-out;[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Sat Apr 19 09:34:36 2014    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-[EDITED TO REMOVE MAC ID];CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Warning (5)   B-INIT-RNG Failure - Retries exceeded;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   DHCP FAILED - Discover sent, no offer received;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MAC;[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   DHCP FAILED - Discover sent, no offer received;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 
 Time Not Established   Warning (5) 

 

 

 

 

danrossi
Level 5: Eagle Eye

Re: Outage in Epping, NSW?

The "connection" just went down again and confirmed it was the modem and it was not responsive,

see

PING 192.168.100.1 (192.168.100.1): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1



I just had to reboot it. I've lost count how many times I've reported this now and it's clearly faulty because the firmware is not maintained and we can't maintain it ourselves because it's locked down. Please advise. That might be the first measure in reduction debugging. 

I believe it has something to do with the log messages. This has always been like this from day one. 

 

Community Manager Community Manager
Community Manager

Re: Cable dropouts in Epping (NSW) area

Apologies, our tech team are not able to get help today, I will follow up with them tomorrow.

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danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

The modem just became unresponsive again requiring a reboot. I cannot log into it to see what is going on. This is happening daily now since last week when it was dropping packets before that it was random now its daily. I would be good to get a brand new modem to rule that out. 

Telstra (Retired)
Telstra (Retired)

Re: Cable dropouts in Epping (NSW) area

Hey Danrossi,

 

Usually when modems become unresponsive it can indicate modem failure. Have you completed a factory default? Can you trial the service without bridging?

 

Brodie

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goosmurf
Level 4: Private Eye

Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

 

Anyone in the Epping, NSW area that has paid for "Super Fast" Cable upgrade (100Mbps) but recently found themselves on a ~30Mbps speed cap?

 

Longer version: I've been a Cable Ultimate (100Mbps) customer for over 2 years. Recently changed to Telstra Pinnacle Bundle. In theory that should mean no speed change on my service as the Pinnacle Bundle includes the "Super Fast" speed pack.

 

Today I notice my service seems to be maxed out at 36Mbps downstream, 1Mbps upstream. http://www.speedtest.net/my-result/3493521178 (I've run this multiple times, with no other traffic at the time).

 

I tend to transfer a lot of large files between home and remote hosts that I control, and in the past have always been able to saturate my cable with 11+MB/s (megabytes per second, so ~100Mbps). Today, no matter how many connections I use, the cable seems to peak at that 36Mbps figure.

 

On the upload side I used to get 1.7Mbps upstream (out of the advertised 2.4Mbps) but am now limited to ~1.1Mbps upstream.

 

It looks remarkably like someone accidentally stuck the old 30/1Mbps profile on my service.

 

I've spoken to 4 different Telstra staff today - bounced between Tech Support -> Accounts -> Tech Support, with the 4th person on the "recovery" Live Chat blaming it on scheduled maintenance in my area.

 

I can't seem to get a straight story hence I wonder if it is maintenance whether others in this area who are supposed to be on 100Mbps are finding themselves artificially capped at ~36Mbps?

Telstra (Retired)
Telstra (Retired)

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hi goosmurf,

 

I certainly agree that the most likely scenario here seems to be that the speed boost was accidentally removed from your service upon the Bundle change. But it's a bit concerning that you've contacted us to check in on this and nothing has been done. I'll be in touch shortly via private message.

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goosmurf
Level 4: Private Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Just wanted to publicly say a big thank you to Ben_J.

 

The issue was as we suspected -- I'd been put on the wrong plan.

 

Ben_J was able to fix that up and I'm back at 100Mbps now (after a reset of my modem). Robot Happy

danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Thats really bad no I just did a speedtest and this is what I get mind you I bridge to an edgemax router hence the values are higher than I normally would using the dodgy router in the modem. There was an odd delay hence the ping time is worse than normal but no packet loss like we experienced a few weeks ago.

 

http://www.speedtest.net/my-result/3515556048

 

Brodie unfortunately it has nothing to do with my router the modem becomes completely unresponsive and I can't ping to it or bring up it's web interface. At this moment I can't access my connection. I can't just fallback to the other router in the modem and wait for it to happen again as then I'm exposed because it's insecure and lose my firewall setup.

I believe it's faulty I just had to reboot again and wait 5 minutes for it to reconnect. This is what I get in my logs can anyone figure out the fault from this ? Please help it's getting frustrating and i'm afraid I have no time to keep coming in here to check on an update and it's taking a while to resolve this. 

 

 Not Established 

 Warning (5) 

 B-INIT-RNG Failure - Retries exceeded;CM-MAC=[EDITED TO REMOVE MAC ID] ;CM-QOS=1.0;CM-VER=3.0; 

 Time Not Established 

 Critical (3) 

 No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 

 Thu May 22 02:30:44 2014  

 Critical (3) 

 No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 

 Thu May 22 02:30:10 2014  

 Critical (3) 

 No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 

 Thu May 22 02:29:44 2014  

 Critical (3) 

 No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID]CM-QOS=1.0;CM-VER=3.0; 

 Thu May 22 02:28:55 2014  

 Critical (3) 

 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[EDITED TO REMOVE MAC ID];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 

 Thu May 22 02:25:38 2014  

 Critical (3) 

 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.1;CM-VER=3.0; 

 Thu May 22 02:25:38 2014  

 Critical (3) 

 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:b0:5d:c4:f8:2e;CMTS-MAC=00:22:90:de:c0:63;CM-QOS=1.1;CM-VER=3.0; 

 Thu May 22 02:25:20 2014  

 Critical (3) 

 SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.1;CM-VER=3.0; 

 Thu May 22 02:25:15 2014  

 Critical (3) 

 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.1;CM-VER=3.0; 

 Tue Apr 22 14:04:41 2014  

 Critical (3) 

 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.1;CM-VER=3.0; 

 Time Not Established 

 Critical (3) 

 No Ranging Response received - T3 time-out;CM-MAC=[EDITED TO REMOVE MAC ID];CM-QOS=1.0;CM-VER=3.0; 

 

danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Can anyone decipher the issue according to those logs ? This is ongoing I need a new device and can't BYO or else I would have e-waste this and got a new one. 

 

Let me know thanks. 

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