FreshCat
Level 1: Cadet

Packet loss on HFC NBN Connection

Hi, Could someone PLEASE fix this issue on my internet connection? This has been an intermittent issue for over 2 years. The issue comes and goes and I already confirmed it's not my modems (have tried two that I was given), cables, power cycling issue etc. ​ It has became very disruptive for work from home, video streaming and online gaming.

From what I can see, it's on the Telstra networks fault so if this doesn't get fixed, I think I will just have to change ISPs. I've also sent complaints and nothing has been fixed.

 

These are just traceroutes to google.com.au

 

1 <1 ms <1 ms <1 ms TELSTRA-MODEM [192.168.0.1]
2 27 ms 16 ms 16 ms 58.162.26.80
3 * 14 ms 14 ms ae10.hay-ice302.sydney.telstra.net [203.50.61.113]
4 36 ms 15 ms 16 ms bundle-ether26.ken-core10.sydney.telstra.net [203.50.61.112]
5 15 ms 14 ms 14 ms bundle-ether1.ken-edge903.sydney.telstra.net [203.50.11.173]
6 14 ms 14 ms 14 ms goo2503144.lnk.telstra.net [58.163.91.202]
7 33 ms 16 ms 16 ms 108.170.247.33
8 16 ms 16 ms 14 ms 209.85.253.177
9 15 ms 13 ms 15 ms syd09s17-in-f4.1e100.net [172.217.167.100]

 

1 <1 ms <1 ms <1 ms TELSTRA-MODEM [192.168.0.1]
2 14 ms 18 ms 15 ms 58.162.26.80
3 * 14 ms 14 ms ae10.hay-ice302.sydney.telstra.net [203.50.61.113]
4 16 ms 17 ms 17 ms bundle-ether26.ken-core10.sydney.telstra.net [203.50.61.112]
5 * * 15 ms bundle-ether1.ken-edge903.sydney.telstra.net [203.50.11.173]
6 15 ms 15 ms 15 ms goo2503144.lnk.telstra.net [58.163.91.202]
7 16 ms 17 ms 14 ms 108.170.247.33
8 17 ms 15 ms 15 ms 209.85.253.177
9 * 13 ms 15 ms syd09s17-in-f4.1e100.net [172.217.167.100]

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6 REPLIES 6
ShannonD
Support Team
Support Team

Re: Packet loss on HFC NBN Connection

If no disruptions are listed here, my advice would be to switch off the modem for 10 full minutes & reboot. If that doesn't help, the next step would be to press the reset button in for 10-15 seconds with a paperclip or something similar. If it the service is still having issues, please login here & complete the troubleshooting. It can help fix any issues you're currently experiencing, but also helps speed up the fault process if you need to contact our faults team. If we're unable to resolve, our faults team could need to arrange a tech appointment or monitor the connection. 

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Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Packet loss on HFC NBN Connection

Those are just traceroutes that you have posted. They look fine and contain no details about packet loss that would help anybody give you advice about where the problem is occurring (or if the problem exists at all).

 

Use a program such as Pingplotter (example screenshot below), let it run for a while and then post the results and it will give a us an idea of what is going on.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
FreshCat
Level 1: Cadet

Re: Packet loss on HFC NBN Connection

It's not fine at all. It's your dog**bleep** gateways causing packet loss and YOUR company's refusal to fix it.

Today, I was getting intermittent issues during work meetings and drop outs on my VPN. 

There are plenty of notes provided in my complaints about this AND nothing has been done except give bull**bleep** advice that doesn't fix anything.

But forget it, why should fixing this be my part time job? You guys dont want to fix it then I am going to another ISP. Good bye and thanks

 

Thanks

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Packet loss on HFC NBN Connection

@FreshCat I don't work for Telstra. I'm just trying to help figure out where your problem is occurring so that you can better communicate it to the Telstra Techs and get it solved quicker. Crowdsupport is a customer to customer forum. It is not Telstra Technical Support.

 

But if you don't actually want any assistance, that's fine. Bye. Enjoy the problems with your connection.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
realevilcougar
Level 3: Gumshoe

Re: Packet loss on HFC NBN Connection

I just wanted to say I thought sharing pingplotter and what to get out of that was a nice touch. After seeing this post I've downloaded pingplotter myself. Very handy, nice one. 

 

After running pingplotter myself, just wanted to test it, I noted packet loss 3 to 6 hops away, running ping plotter on one PC while simultaneously running speedtest on another (over ethernet, NOT wi-fi).

 

I did not expect the packet loss, but probably explainable. I have not looked into further yet myself.

VietD
Level 2: Rookie

Re: Packet loss on HFC NBN Connection

Hope someone can help our family household too, issues for over a year since being on cable and switched over to HFC NBN. Gone through countless people and TIO with still no fix. 3 smart modems & 2 NBN boxes  later

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