Level 2: Rookie

Help with NBN issues

Hey guys Wondering if anyone has any suggestions or similar experiences for some unusual issues.

 

I've had Telstra FTTN for about a year and have been very happy with the service for the most part. Typical download speeds of 70mbps and upload of around 30mbps running on a Gateway Max 2.

 

Connected to the network are a couple of Playstations, iPads, iPhones, Surface Pro and Win Laptop. On Friday, I noticed some strange connectivity issues which have appeared suddenly and I am struggling to get answers from several calls to Telstra Customer Support.

 

On any device, certain sites won't load correctly. For instance, Facebook will intermittently not load pictures but can view text (on all devices).

 

Netflix may load slow or not at all.

 

Playstation will not connect to Playstation Network on WiFi or Wired. Although it may occasionally get a PSN connection, it will fail NAT or the other way around. I have tried a mobile hotspot from my iPhone and it connects without issues.

 

Ookla speedtest is patchy. Sometimes I get normal results (up to 75mbps) and other times an error message stating "Page Error - Could not connect to test server".

 

On Friday they suggested it was the router and would be sending me a new one which would take 3-5 days.

 

Given I work from home, I couldn't wait that long and purchased a D-Link DSL-2888A yesterday. It connected fine but had exactly the same issues as the Gateway Max 2. Of course, Telstra suggested it was a non-Telstra router causing stability issues and suggested I wait until the new Telstra modem arrived. So, I travelled to a Telstra shop and picked up the new Telstra Smart Modem. Lo and behold, same issues.

 

Telstra are running a 48 hour monitor on the line but all of their tests so far have showed normal, except when I insisted they connect me to a L2 engineer yesterday and he thought I was having micro-dropouts, but I think he was just pandering to me.

 

I have read of other people experiencing similar issues on Telstra and Optus services, with them suggesting some DNS issues at the providers end.

 

Perhaps they have changed something given the issues appeared suddenly.

 

Can anyone offer up some thoughts?    

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Level 2: Rookie

NBN has been perfect for a year until Friday........

Hey guys
 
Wondering if anyone has any suggestions or similar experiences for some unusual issues. 
 
I've had Telstra FTTN for about a year and have been very happy with the service for the most part. Typical download speeds of 70mbps and upload of around 30mbps running on a Gateway Max 2. 
 
Connected to the network are a couple of Playstations, iPads, iPhones, Surface Pro and Win Laptop. 
 
On Friday, I noticed some strange connectivity issues which have appeared suddenly and I am struggling to get answers from several calls to Telstra Customer Support.
 
On any device, certain sites won't load correctly. For instance, Facebook will intermittently not load pictures but can view text (on all devices). Netflix may load slow or not at all. 
 
Playstation will not connect to Playstation Network on WiFi or Wired. Although it may occasionally get a PSN connection, it will fail NAT or the other way around. I have tried a mobile hotspot from my iPhone and it connects without issues.
 
Ookla speedtest is patchy. Sometimes I get normal results (up to 75mbps) and other times an error message stating "Page Error - Could not connect to test server".
 
On Friday they suggested it was the router and would be sending me a new one which would take 3-5 days.
 
Given I work from home, I couldn't wait that long and purchased a D-Link DSL-2888A yesterday. It connected fine but had exactly the same issues as the Gateway Max 2. Of course, Telstra suggested it was a non-Telstra router causing stability issues and suggested I wait until the new Telstra modem arrived. So, I travelled to a Telstra shop and picked up the new Telstra Smart Modem. Lo and behold, same issues. 
 
Telstra are running a 48 hour monitor on the line but all of their tests so far have showed normal, except when I insisted they connect me to a L2 engineer yesterday and he thought I was having micro-dropouts, but I think he was just pandering to me. 
 
I have read of other people experiencing similar issues on Telstra and Optus services, with them suggesting some DNS issues at the providers end. Perhaps they have changed something given the issues appeared suddenly.
 
Can anyone offer up some thoughts?
 
 
Level 24: Supreme Being
Level 24: Supreme Being

Re: Help with NBN issues

It sounds like an intermittent line fault caused by a faulty termination. Could you reconnect the Gateway Max II and after a few hours of use or until you start experiencing problems again and then take a screen shot of link stats which are located here http://10.0.0.138 > Advanced > Diagnostics > xDSL Diagnostics. These will show the number and type of errors. On most DSL links there are FEC errors and a few CRC, ES and SES seconds.
Level 2: Rookie

Re: Help with NBN issues

Thanks for the reply. Unfortunately I handed the Max 2 over when I swapped it for the new Telstra router yesterday. Any suggestions?
Level 24: Supreme Being
Level 24: Supreme Being

Re: Help with NBN issues

The Telstra router if its a Gen 2 router has the same information in its GUI at same location.

http://192.168.0.1 > Advanced > Diagnostics > xDSL Diagnostics

 

You can also run a ping plotter on your PC which will record the packet loss and latency over time. There is a ping plotter available from this site.

You can enter a site such as Google com and it will display the packet loss and latency for each hop or you can do a test to the gateway the modem is connected to which will test the link.

Level 2: Rookie

Re: Help with NBN issues

Thanks very much. I will do hand post results soon.
Level 2: Rookie

Re: Help with NBN issues

Event Log help refresh data
xDSL
Ping & Traceroute
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Date Facility Process Message
Feb 24 18:35:58 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:58 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:58 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:58 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:57 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:57 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:57 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:57 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:56 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=1562448606,iface_id=2263996758,mac=88:19:08:eb:1c:70)
Feb 24 18:35:56 daemon.info hostmanager Ignoring wireless station disconnected event received from different access point
Feb 24 18:35:56 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:56 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:56 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:54 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:54 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:54 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:54 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:54 user.info wifi-doctor-agent[11984] [main] station update (radio_id=1562448606,iface_id=2263996758,mac=88:19:08:eb:1c:70)
Feb 24 18:35:54 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:53 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=1562448606,iface_id=2263996758,mac=88:19:08:eb:1c:70)
Feb 24 18:35:53 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:52 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:52 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:52 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:52 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:52 user.info wifi-doctor-agent[11984] [main] station update (radio_id=1562448606,iface_id=2263996758,mac=88:19:08:eb:1c:70)
Feb 24 18:35:52 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:49 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:49 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:47 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:47 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:46 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:46 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.90 88:e9:fe:4a:ef:ff iPad
Feb 24 18:35:46 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.90 88:e9:fe:4a:ef:ff
Feb 24 18:35:46 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:e9:fe:4a:ef:ff)
Feb 24 18:35:46 daemon.notice hostapd Added new STA to monitor [88:e9:fe:4a:ef:ff]
Feb 24 18:35:46 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:46 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:46 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:46 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:46 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:44 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:44 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:43 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:e9:fe:4a:ef:ff)
Feb 24 18:35:43 daemon.notice hostapd Deleting STA from monitor [88:e9:fe:4a:ef:ff]
Feb 24 18:35:42 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:41 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:41 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:41 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:41 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:41 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:38 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:38 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:35 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:35 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:35 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:35 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:35 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:35 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:34 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:34 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:32 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:31 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:31 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:31 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:31 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:31 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:29 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:29 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:27 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:27 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:27 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:27 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:26 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:26 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:25 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:25 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:23 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:23 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:23 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:23 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:22 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:22 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:21 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:21 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:19 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:18 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:18 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Feb 24 18:35:18 daemon.info dnsmasq-dhcp[14628] DHCPREQUEST(br-lan) 192.168.0.126 88:19:08:eb:1c:70
Feb 24 18:35:18 user.info wifi-doctor-agent[11984] [main] station update (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:18 daemon.notice hostapd Added new STA to monitor [88:19:08:eb:1c:70]
Feb 24 18:35:17 user.info wifi-doctor-agent[11984] [main] station remove (radio_id=3843198077,iface_id=2311968273,mac=88:19:08:eb:1c:70)
Feb 24 18:35:17 daemon.notice hostapd Deleting STA from monitor [88:19:08:eb:1c:70]
Feb 24 18:35:15 daemon.notice odhcpd[3247] Got DHCPv6 request
Feb 24 18:35:14 daemon.info odhcpd[3247] Using a RA lifetime of 1800 seconds on br-lan
Feb 24 18:35:14 daemon.info dnsmasq-dhcp[14628] DHCPACK(br-lan) 192.168.0.126 88:19:08:eb:1c:70 iPhone
Level 24: Supreme Being
Level 24: Supreme Being

Re: Help with NBN issues

These are the stats I am looking for.

 

Level 2: Rookie

Re: Help with NBN issues

DSL stats

Parameters Last 15 min Current Day Prior Day Showtime
Link Retrain Count0000
Sync Bandwitdh(Down/Up)---81.17M/37.21M
Loss of Sync,LOS(Local/Remote)0/00/00/00/0
Loss of Framming,LOF(Local/Remote)0/00/00/00/0
Loss of Margin,LOM(Local/Remote)0/00/00/00/0
Forward Error Correction,FEC0/03410/410/0117087/1467
Cyclic Redundancy Correction,CRC0/00/00/00/0
Errored Seconds,ES0/00/00/00/0
Severely Errored Seconds,SES0/00/00/00/0
Unavailable Seconds,UAS0/0193/1930/00/0
Level 24: Supreme Being
Level 24: Supreme Being

Re: Help with NBN issues

Thanks for posting those stats. There doesn't appear to be anything wrong with the link. Have you tried doing an isolation test by disconnecting all devices except one and seeing if the problem still occurs?. If internet connection works okay with one device gradually reconnect other device until the fault reoccurs.
Another thing you could try is using a custom DNS setting on one of your devices. See link below for using Google public DNS.
https://developers.google.com/speed/public-dns/docs/using
Level 2: Rookie

Re: Help with NBN issues

Hi there

Thanks for considering the stats. Those stats were for a short period yesterday morning. Through the day I had 2 LRC's and about 800,000 FEC's.

Since the problems began occurring last Friday, I have run multiple isolation tests on the devices in the house including one at a time on both wired and wifi.

Some unusual symptoms have occurred. For instance, the modem switched to "mobile mode" for about half an hour when it randomly lost wired signal and every device in the house connected without issue (laptops, iPhones, PlayStation, Apple TV etc). As soon as wired connection was reestablished the issues reappeared.

Every device has some sort of problem. On every device, web pages load sporadically (some work fine, others half load, some not at all). PlayStation can't get PSN connection or if it does, NAT type 3 is active. Apple TV won't connect properly etc etc.

Up until yesterday afternoon, I was still able to get Ookla readings of about 75 up and 30 down. Sometimes I could not connect to the Ookla servers and received a message saying "Page Error - could not connect to test server".

Telstra activated some sort of stabilisation process at about 3pm yesterday and since then I can't get over 5mbps up and 900kb down!!!

They've now booked an NBN appointment for Thursday so I will see what happens then.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Help with NBN issues

Most DSL links have FEC errors. These are errors that have been corrected without requiring the retransmission of data. CRC errors are errors that require the retransmission of data. On most DSL link you might get a couple of these errors it only when there Is a lot that the loss of data packets effects the internet connection. Link retrain count indicates the link has disconnected because the signal can no longer be accurately detected. These definitely indicate a fault with the link.

 

There have been several post with the exact same symptoms that you describe. The only common link is the Gen 2 modem. There is firmware update due to be realised shortly that should fix these problems. Is your new modem a Gen 2 smart modem.

 

It looks like there might have been a NBN fault that caused the original problem. Is the light on the front off the modem blue? If you are getting 5 Mbps down and 1 Mbps up the modem could be in backup mode.

Level 2: Rookie

Re: Help with NBN issues

Hi there

The original issues started Friday with the Max2 modem (which has worked fine for over 12 months). I then tried a D-Link DSL-2888a and had the same problems. I then picked up the elstra Smart Modem Gen2 and it has displayed the same problems.

The light on the modem is blue and I can confirm the modem is currently in backup mode.

 

In the dashboard under Internet Access there is a yellow dot next to DHCP Connecting. 

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