Level 3: Gumshoe

Cable internet intermittent drops routing of traffic

Answered

Hi - I've got a new cable service from Telstra and have had no end of problems with the cable connection being rock solid but traffic/routing dropping out continously before resuming.

 

Initially I thought it might be the WiFi connection so I used an external AP and disabled the Gateway Max WiFi (2.4 Ghz & 5 Ghz). I ran an unlimited ping to google.com in a terminal window and watched RTT vary and finally become unreachable before resuming.

 

I noticed there was some correlation with browsing - i.e. when an active browser session was on the traffic was fine, as soon as the browser session was inactive, the traffic stopped.

 

I then plugged my computer in via ethernet and continued the ping and got the same results.

 

The traffic drop is very fustrating as I cannot maintain a Skype call or a Citrix session as the outage is too long.

 

A final inclusion about my setup, I have Foxtel on a single outlet with a Telstra supplied splitter.

 

Any help or guidance would be appreciated. I have included a snip of the ping results below;

 

64 bytes from 203.37.5.34: icmp_seq=45 ttl=59 time=15.017 ms

64 bytes from 203.37.5.34: icmp_seq=46 ttl=59 time=22.678 ms

64 bytes from 203.37.5.34: icmp_seq=47 ttl=59 time=14.609 ms

64 bytes from 203.37.5.34: icmp_seq=48 ttl=59 time=18.477 ms

64 bytes from 203.37.5.34: icmp_seq=49 ttl=59 time=32.689 ms

64 bytes from 203.37.5.34: icmp_seq=50 ttl=59 time=33.036 ms

64 bytes from 203.37.5.34: icmp_seq=51 ttl=59 time=29.731 ms

64 bytes from 203.37.5.34: icmp_seq=52 ttl=59 time=47.151 ms

64 bytes from 203.37.5.34: icmp_seq=53 ttl=59 time=82.519 ms

64 bytes from 203.37.5.34: icmp_seq=54 ttl=59 time=69.267 ms

64 bytes from 203.37.5.34: icmp_seq=55 ttl=59 time=55.527 ms

64 bytes from 203.37.5.34: icmp_seq=56 ttl=59 time=95.102 ms

64 bytes from 203.37.5.34: icmp_seq=57 ttl=59 time=55.674 ms

64 bytes from 203.37.5.34: icmp_seq=58 ttl=59 time=81.481 ms

64 bytes from 203.37.5.34: icmp_seq=59 ttl=59 time=81.488 ms

Request timeout for icmp_seq 60

Request timeout for icmp_seq 61

Request timeout for icmp_seq 62

Request timeout for icmp_seq 63

Request timeout for icmp_seq 64

Request timeout for icmp_seq 65

Request timeout for icmp_seq 66

Request timeout for icmp_seq 67

Request timeout for icmp_seq 68

Request timeout for icmp_seq 69

Request timeout for icmp_seq 70

Request timeout for icmp_seq 71

Request timeout for icmp_seq 72

Request timeout for icmp_seq 73

Request timeout for icmp_seq 74

Request timeout for icmp_seq 75

Request timeout for icmp_seq 76

Request timeout for icmp_seq 77

Request timeout for icmp_seq 78

Request timeout for icmp_seq 79

Request timeout for icmp_seq 80

Request timeout for icmp_seq 81

Request timeout for icmp_seq 82

Request timeout for icmp_seq 83

Request timeout for icmp_seq 84

Request timeout for icmp_seq 85

Request timeout for icmp_seq 86

Request timeout for icmp_seq 87

64 bytes from 203.37.5.34: icmp_seq=88 ttl=59 time=10.269 ms

64 bytes from 203.37.5.34: icmp_seq=89 ttl=59 time=16.937 ms

64 bytes from 203.37.5.34: icmp_seq=90 ttl=59 time=16.598 ms

64 bytes from 203.37.5.34: icmp_seq=91 ttl=59 time=9.804 ms

64 bytes from 203.37.5.34: icmp_seq=92 ttl=59 time=11.512 ms

64 bytes from 203.37.5.34: icmp_seq=93 ttl=59 time=13.273 ms

64 bytes from 203.37.5.34: icmp_seq=94 ttl=59 time=13.171 ms

64 bytes from 203.37.5.34: icmp_seq=95 ttl=59 time=18.957 ms

1 ACCEPTED SOLUTION

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Level 3: Gumshoe
Accepted Solution

Re: Cable internet intermittent drops routing of traffic

All, I have set my modem to Bridge mode and this has solved the problem. 

 

I honestly believe the issue is with the Netgear Modem and the NAT functionality. A note for others looking to bridge their modem/router - you can only have 2 devices connected without a switch/router.

 

Best of luck to the other users experiencing issues and hopefully this helps you.

 

TRWP

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16 REPLIES 16
Highlighted
Level 21: Augmented

Re: Cable internet intermittent drops routing of traffic

I ran some tests, Melbourne - all seems fine. Could it be a localised issue. Where are you located.

 

 

 

64 bytes from 203.37.5.34: icmp_seq=0 ttl=56 time=19.623 ms
64 bytes from 203.37.5.34: icmp_seq=1 ttl=56 time=19.809 ms
64 bytes from 203.37.5.34: icmp_seq=2 ttl=56 time=20.368 ms
64 bytes from 203.37.5.34: icmp_seq=3 ttl=56 time=20.732 ms
64 bytes from 203.37.5.34: icmp_seq=4 ttl=56 time=21.247 ms
64 bytes from 203.37.5.34: icmp_seq=5 ttl=56 time=21.844 ms
64 bytes from 203.37.5.34: icmp_seq=6 ttl=56 time=22.226 ms
64 bytes from 203.37.5.34: icmp_seq=7 ttl=56 time=32.339 ms
64 bytes from 203.37.5.34: icmp_seq=8 ttl=56 time=19.858 ms
64 bytes from 203.37.5.34: icmp_seq=9 ttl=56 time=20.378 ms
64 bytes from 203.37.5.34: icmp_seq=10 ttl=56 time=27.013 ms
64 bytes from 203.37.5.34: icmp_seq=11 ttl=56 time=27.662 ms
64 bytes from 203.37.5.34: icmp_seq=12 ttl=56 time=21.739 ms
64 bytes from 203.37.5.34: icmp_seq=13 ttl=56 time=22.298 ms
64 bytes from 203.37.5.34: icmp_seq=14 ttl=56 time=22.568 ms
64 bytes from 203.37.5.34: icmp_seq=15 ttl=56 time=19.860 ms
64 bytes from 203.37.5.34: icmp_seq=16 ttl=56 time=20.327 ms
64 bytes from 203.37.5.34: icmp_seq=17 ttl=56 time=20.717 ms
64 bytes from 203.37.5.34: icmp_seq=18 ttl=56 time=21.223 ms
64 bytes from 203.37.5.34: icmp_seq=19 ttl=56 time=21.479 ms
64 bytes from 203.37.5.34: icmp_seq=20 ttl=56 time=22.192 ms
64 bytes from 203.37.5.34: icmp_seq=21 ttl=56 time=29.158 ms
64 bytes from 203.37.5.34: icmp_seq=22 ttl=56 time=20.287 ms
64 bytes from 203.37.5.34: icmp_seq=23 ttl=56 time=21.665 ms
64 bytes from 203.37.5.34: icmp_seq=24 ttl=56 time=28.461 ms
64 bytes from 203.37.5.34: icmp_seq=25 ttl=56 time=26.768 ms
64 bytes from 203.37.5.34: icmp_seq=26 ttl=56 time=20.836 ms
64 bytes from 203.37.5.34: icmp_seq=27 ttl=56 time=21.615 ms
64 bytes from 203.37.5.34: icmp_seq=28 ttl=56 time=21.533 ms
64 bytes from 203.37.5.34: icmp_seq=29 ttl=56 time=19.026 ms
64 bytes from 203.37.5.34: icmp_seq=30 ttl=56 time=25.852 ms
64 bytes from 203.37.5.34: icmp_seq=31 ttl=56 time=20.199 ms

Highlighted
Level 3: Gumshoe

Re: Cable internet intermittent drops routing of traffic

Hey - thanks for the reply and running it at your address. I'm located in Adelaide (5068).

This had been ongoing since the service was connected on Wednesday last week.

As I'm new to Telstra, any advice on how to get technical support without the usual call centre run around?

Thanks in advance
Highlighted
Level 21: Augmented

Re: Cable internet intermittent drops routing of traffic

No worries @TRWP.

 

I seem to remember there was a forum thread on issues within Adelaide. Do a search.

 

I'd say don't bother ringing Tech Support saying "I'm getting packet losses" , you obviously are a little technical and the responce will drive you nutty!

 

With cable, usually there is more people being effected by the same issue and normally fixes are quite quick.

 

 

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Level 3: Gumshoe

Re: Cable internet intermittent drops routing of traffic

A quick update on this post and my situation. I had a Telstra tech visit my house and as per the message from @Jagaf there is an ongoing DNS issue for the north-eastern suburbs of Adelaide stretching from Greenhill Rd through to Parahills/Pooraka.

 

The technician essentially factory reset the router, connected and observed the packet loss issue immediately. I also supplied 3 sets of 2 hour pings -

 

1. Laptop to the router (192.168.0.1) with 0% packet loss (suggesting the issue was further upstream)

2. Laptop to Google.com with 42.9% packet loss

3. Laptop to telstra.com.au with 42.4% packet loss

 

Apparently this issue has been ongoing since the start of March and there is no ETA for resolution. Telstra is still billing affected services and is not reporting that the issue exists which fustrated the visiting technician. My service is unusuable, as you would expect with ~40% packet loss - citrix/skype/lync sessions simply fail.

 

As this is my first dealing with Telstra personally, I'm extremely annoyed with their supposed customer service to date and lack of transparency acknowledging  the issue and secondly committing to a resolution timeframe.

 

 

Best of luck to other Cable Bigpond users in the impacted area, I hope you are able to continue to use your connection.

 

Telstra how about you address this issue and advise the resolution timeline?

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Cable internet intermittent drops routing of traffic

Hi TRWP

So that we can get the best advice for you, I'll be forwarding your concerns to our Social Media Tech team so that they can touch base with you on Monday. 

If you require more immediate assistance, please speak with Tech Support on 133933 (available 24x7). 

Kind Regards

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Highlighted
Level 3: Gumshoe

Re: Cable internet intermittent drops routing of traffic

Thanks for responding @Lindy - hopefully we might progress this matter and I can get back online!

 

A couple of quick points from my research;

 

1. This issue is compounded by the fact Telstra ships a modem that does not allow users to change DNS settings (which might provide an ability to put a work-around in place while this is resolved). I am yet to birdge this modem into another, but don't think I should need to for the price I am paying for the internet connection.

 

2. The firmware on the modem is buggy. Yet the fimware release cycle by Telstra is significantly slower than the maunfacturer due to the bloatware that Telstra is putting into the firmware. 

 

3. A user cannot supply their own modem/router binding the user of cable services to the issues created by Telstra.

 

4. Telstra support services have been sluggish at responding and the effort to get a technician to visit was in the hours of phone calls. The technician verbally confirmed the issue with DNS within minutes of attendance. Why is not information not communicated to the myriad of support teams that I was sent between on the phone.

 

Suggestion for the team at Telstra from a fellow IT worker who provides services for a living;

 

Compensation should be considered for all affected users due to the substandard handling of this matter. I would suggest speed increase to services for a defined period once working services are resumed. This suggestion is two-fold - it has no direct cost impact to Telstra (versus data) and customers can experience the different and can make a discretionary choice to upgrade in the future.

 

I hope everyone has a good week and I look forward to a speedy resolution,

 

TRWP

 

 

Highlighted
Level 21: Augmented

Re: Cable internet intermittent drops routing of traffic

>>does not allow users to change DNS settings

Did you try adjusting DNS settings at your device level

 

When the tech was present, what did he say about a resolution?

 

Does the DNS issue appear in - http://servicestatus.telstra.com/

 

With you for a speedy recovery Smiley Wink

 

 

 

Highlighted
Level 3: Gumshoe

Re: Cable internet intermittent drops routing of traffic

Hi Jagaf - thanks for  the reply.

 

1. DNS on the device - yes, I have changed the DNS on the laptops to Google's servers (8.8.8.8 and 8.8.8.4) but it did not improve the service. I also changed to the other Telstra state's DNS settings all to no avail. I made the assumption the issue may be at Layer 3 or elsewhere.

 

2. The tech stated that Telstra was aware of the issue and meant to have a solution in play for this region. It is a regional issue rather than a network wide issue.

 

3. There is no direct issue reported on the service status page. There is coincidentally issues listed for Telstra TV, Telstra Lifestyle and what seems to be the obligatory mobile network outages Smiley Wink

 

 Capture.PNG

 

Thanks for following up again,

 

Tom

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Level 2: Rookie

Re: Cable internet intermittent drops routing of traffic

i wonder if that is the same Lindy from Telstra social media that advised me to "turn the modem off for 20 minutes"

 

 

FYI this problem is apparent in 3150 Glen waverley Vic for some weeks now - telstra tried blaming the rain via servicestatus on sunday, despite a long list of calble broadband / foxtel faults appearing on servicestatus over the past weeks.

 

Don't forget to complain bitterly about the cost of your service being unusable and demand a credit for the defective period, also beadger them for extra data (free) for your phone so you can tether your phone to your computer.  Not perfect, but better than the poke in the eye that we are getting from tel$tra.

Highlighted
Level 2: Rookie

Re: Cable internet intermittent drops routing of traffic

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Highlighted
Level 3: Gumshoe
Accepted Solution

Re: Cable internet intermittent drops routing of traffic

All, I have set my modem to Bridge mode and this has solved the problem. 

 

I honestly believe the issue is with the Netgear Modem and the NAT functionality. A note for others looking to bridge their modem/router - you can only have 2 devices connected without a switch/router.

 

Best of luck to the other users experiencing issues and hopefully this helps you.

 

TRWP

View solution in original post

Highlighted
Level 1: Cadet

Re: Cable internet intermittent drops routing of traffic

I've been having the same DNS issue for the last month off and on. Northcote 3070. My neighbour is also having the same issue. Have been working around device level with the google DNS but that's not an ideal long term solution.

 

Whenever I call centre it, They just lump it under whatever random scheduled maintenance is going on anywhere within this side of the planet and say to check after the maintenance date... Low and behold it still happens. I would be happy if they just put "Known DNS issues" on their service page. At least I would know that they're looking into it. As it stands I have pretty much had enough of rebooting the modem and having the call centre person tell me everything is ok and that it must be a browser or device problem, in spite of my iPhone, Android phone, Macbook and Dell laptops all having the same issue.

Highlighted
Level 3: Gumshoe

Re: Cable internet intermittent drops routing of traffic

@seaphorm - can I recommend you buy yourself the cheapest wireless router and plug it into the buggy modem you are supplied from Telstra.

 

After testing the modem in Bridge mode (2 devices can be connected) I quickly realised it was the modem that is an issue. In bridge mode the 2 connected devices work without any issues for any length of time. To further test this I then plugged in a Belkin Wireless Router (I had a spare Belkin N600 at home which I am using) and turned the Telstra modem back into the normal mode again. Since doing this and customising the config on the wireless router everything is working without fault.

 

BTW this is not a wifi related issue, if I plug ethernet into the modem I get the same issue just less frequently - plugging into the wireless router I have experienced no issues.

 

I'm not sure how to escalate further in Telstra - I have tried several routes all to no avail. The firmware is buggy as it is restricted to Telstra deployed modems and the vendor devices do not have the same issue reported. 

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Level 1: Cadet

Re: Cable internet intermittent drops routing of traffic

 

RE; Telstra Cable temp/emergency work around 

 

Here's my amateur fix to ease telstra continuing cable service drop outs in Adelaide Tthat may help

 

Take Gateway Max out of bridge mode and turn on wifi - request telstra Air service by phoning telstra

 

login to Telstra Air [currently free] its slower than cable and just keep an eye on your wan light

 

then when its back up - disable wifi and telstra air [ no need to deactive sevice] on modem go back into bridge mode using your router either lan and or wifi - that is till it drops out again but now you've got an alternative internet connect without having to resort to using your phone as a prsonal hotspot and associated costs.

 

worked for me, hope this may help others

 

cheers HAA

Highlighted
Level 1: Cadet

Re: Cable internet intermittent drops routing of traffic

Bigpond Cable user in the Campbelltown NSW area:

 

I too am having issues when running Citrix Sessions ie ICA traffic over ports 2598 and 1494, it appears as though the session ports are being blocked at the port level, or being routed to via a huge latency route.

 

I'm able to run the same Citrix Sessions via a HTML5 browser from the same connection and same computer,  but I need the additional functionality that the Citrix Receiver provides.

 

The issue started 3 weeks ago, when I was getting up to an 8 Second Latency on my connection to my office connection.  8 Second latency Campbelltown to North Ryde.....hmmmm unacceptable.

 

I have also used a Bigpond/Telstra Mobile Wifi/hotspot unit to test from the same location and there is no issue .... it is obviously a configuration issue in the Cable environment.

 

 

Highlighted
Telstra (Retired)
Telstra (Retired)

Re: Cable internet intermittent drops routing of traffic

Have you tried returning the modem to factory defaults before reconfiguring to see if this resolves the issue?

 

- Shelly

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