RaZz0R1980
Level 3: Gumshoe

Speed boost wrecked international routes!

Answered

**I'll preface this with saying I am a Citrix, Vmware and Microsoft SME - that means I do Netscalers and network routing and remote access and network load balancing! 

 

So nbn hey - meant to be good right? We pay a fair bit for it too. 

 

I recently moved to just north of Brisbane from Melbourne. My main thing on the weekend is to play planetside 2 (www.planetside2.com) - I do this every Saturday and have done for 16 years+. My outfit is a high ranking one and I am a vet of the game. 

In Melbourne my server ping has always been between 190 to 220ms depending on the time of day. 

Moving to Brisbane I knew I might get a better ping. So when I moved in to the house it was the very first thing I tested after setting up the modem - test @ 175ms to Connery - Planetside 2 server - PERFECT! Over the moon happy. Not a once off - consistently perfect 175ms for the entire first week until...  

 

After the first week my misses says "Oh hey we can get a speed boost to 200Mbit" Sweet I say lets do it. 

Right after it was applied - my ping time to planetside goes from 175ms to over 300ms and consistently 295ms! WTF! Now unplayable! Why? Its worse than Melbourne!

 

Well a trace route showed me that my route was shoving me down to Sydney and through Telstra core switches where ping time goes from 16ms to 155ms BEFORE leaving Telstra infrastructure. Are you seriously **bleep**ting me? 

 

Firstly I want this fixed or I am finding another provider - simple as that - the wasted HOURS on the phone to stupid people is amazing and I shouldn't have to keep proving it or be threaten that I am going to be charged fees to fix something if its not on Telstra's side! Seriously? Telstra think so much of their networks that it CAN'T be their fault that you have threaten and say your up for fee's if its not us? Wow!

Second - this has to be affecting other people and should be fixed! 

Third - Why does adding the speed boost do this? It should ONLY affect local infrastructure and NOT international routing!

 

Also Guildwars 2 is affected - in fact ANY international connection is now stupidly slow because of this.  

 

Try explaining that to ANY Telstra phone support - they have no clue what so ever of what tracert does or shows and have NO idea on routing or how it works! I have wasted over 15hrs on the phone! so excuse me when I say Frak you telstra for outsourcing jobs to international people! Some of which were VERY rude because THEY couldn't understand what I was saying because I am technical and actually KNOW what's going on!

 

Screen shots attached - and clearly I don't have the routes from when its WAS at the 175ms ping - because why would I test the connection when its fine? 

Crap routing!2 hops in the same switch?

1 ACCEPTED SOLUTION

Accepted Solutions
RaZz0R1980
Level 3: Gumshoe
Accepted Solution

Re: Speed boost wrecked international routes!

so last message on this - after 3 days or stuffing around we finally got what we asked for - the service disconnected! and then reconnected a few hours later and bam - just like I have been saying for weeks now - its fixed!

 

Now I have everything documented and a bill prep'd for Telstra, I will make this all very public and shame them for this entire mess! 

 

If you happen to be having issues with international routing - here's the proof that the service needed to be disconnected, because no one else could fix it. Not platinum support or level 3 networks. 

 

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20 REPLIES 20
Reggie4806
Level 4: Private Eye

Re: Speed boost wrecked international routes!

Can't see how your access speed boost would affect routing. Would be purely coincidental that something else has changed (eg the server location).

The jump of 137ms between hop 8 & 9 is the pacific ocean and looks good for the distance (Sydney to Los Angeles). The router appearing twice (202.84.141.225) is decreasing the ping TTL twice. Can't say why but it's not causing an issue.

Does seem to be unusually high latency between hop 11 & 12. Looks like where Telstra hand off to a US provider to get to Las Vegas. Maybe some congestion at this peering location. Does it vary with time?

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

Hi Reggie, 

Nope 100% of the time, and I totally agree - the speed boost shouldn't have changed it - but it did. 

Sony online and all the rest of the USA haven't changed their servers - this is only due to the Telstra infrastructure and ONYLY from when they applied the speed boost. 

 

Remember this - for 16 years 200ms ping from Melbourne

Move to Brisbane - 175ms - this is expected because geolocation is closer to the optic links to the USA. 

Telstra add speed boost and bam - here we are at 295 \ 310ms all day long. 

 

The speed boost did something  - even still hops 8 to 9 - jumping from 16ms to 152! WTF! then hops 12 and 13 - 298 even before getting to the USA. Thats not right at all. 

 

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

Also hop 8 & 9 dont look like they are out of Aus yet with the leading 202 address ?

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Speed boost wrecked international routes!

Hi - I am on Telstra HFC NBN in Brisbane and I was going to ask you if you have a Gen 2 modem with Game Optimiser activated, but after doing similar network tests, I don't think that is relevant unless Game Optimiser selects a better path - I can't connect to the sites listed  below and I don't have Game Optimiser or use Games. Depending on which IP address is being used for the test, it looks like issues with Telstra Global Gateway and after it makes Los Angeles - do you know what 'be176' and those entries that follow refer to. 

 

ping 4.69.206.186 ? What is this site

Pinging 4.69.206.186 with 32 bytes of data:
Reply from 4.69.206.186: bytes=32 time=170ms TTL=53
Reply from 4.69.206.186: bytes=32 time=169ms TTL=53
Reply from 4.69.206.186: bytes=32 time=170ms TTL=53
Reply from 4.69.206.186: bytes=32 time=169ms TTL=53

Ping statistics for 4.69.206.186:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 169ms, Maximum = 170ms, Average = 169ms

 

tracert www.planetside2.com  - drops off after Hop 17 to 30 inclusive - Request Time Outs - issues after Los Angeles onwards. 

 

Tracing route to planetside2.com [64.37.171.22]
over a maximum of 30 hops:

1 1 ms 1 ms 9 ms mymodem [192.168.0.1]
2 8 ms 10 ms 10 ms gateway.qb01.brisbane.asp.telstra.net [58.162.26.1]
3 7 ms 12 ms 11 ms ae10.woo-ice301.brisbane.telstra.net [203.50.61.17]
4 11 ms 10 ms 9 ms bundle-ether25.woo-core10.brisbane.telstra.net [203.50.61.16]
5 28 ms 22 ms 20 ms bundle-ether20.chw-core10.sydney.telstra.net [203.50.11.180]
6 23 ms 22 ms 21 ms bundle-ether1.oxf-gw11.sydney.telstra.net [203.50.6.93]
7 22 ms 20 ms 20 ms 203.50.13.98
8 24 ms 24 ms 26 ms i-10403.sydo-core04.telstraglobal.net [202.84.222.130]
9 160 ms 158 ms 159 ms i-10604.1wlt-core02.telstraglobal.net [202.84.141.225]
10 161 ms 159 ms 159 ms i-10604.1wlt-core02.telstraglobal.net [202.84.141.225]
11 159 ms 157 ms 160 ms i-93.tlot02.bi.telstraglobal.net [202.84.253.86]
12 158 ms 160 ms 158 ms l3-peer.tlot02.pr.telstraglobal.net [134.159.62.14]
13 159 ms 161 ms 158 ms ae-2-3601.edge7.LosAngeles1.Level3.net [4.69.219.45]
14 164 ms 178 ms 163 ms SWITCH-COMM.edge7.LosAngeles1.Level3.net [4.34.90.178]
15 164 ms 164 ms 163 ms be176.las-n10s1-core1.switch.com [66.209.64.119]
16 164 ms 164 ms 163 ms be11011.las-agg7s3-1.switch.com [66.209.72.14]
17 163 ms 163 ms 165 ms be731.las-agg7s3-2.switch.com [66.209.72.2]
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

tracert 63.37.174.142 ?address from your post but different to above? Drops Out after Hop 11 - doesn't get to Los Angeles

 

tracert 63.37.174.142

Tracing route to 63.37.174.142 over a maximum of 30 hops

1 3 ms 3 ms 2 ms mymodem [192.168.0.1]
2 8 ms 8 ms 9 ms gateway.qb01.brisbane.asp.telstra.net [58.162.26.1]
3 20 ms 9 ms 11 ms ae10.woo-ice301.brisbane.telstra.net [203.50.61.17]
4 9 ms 12 ms 13 ms bundle-ether25.woo-core10.brisbane.telstra.net [203.50.61.16]
5 19 ms 21 ms 21 ms bundle-ether20.chw-core10.sydney.telstra.net [203.50.11.180]
6 21 ms 21 ms 21 ms bundle-ether1.oxf-gw11.sydney.telstra.net [203.50.6.93]
7 21 ms 23 ms 22 ms 203.50.13.98
8 24 ms 22 ms 23 ms i-10403.sydo-core04.telstraglobal.net [202.84.222.130]
9 160 ms 160 ms 159 ms i-10604.1wlt-core02.telstraglobal.net [202.84.141.225]
10 160 ms 159 ms 160 ms i-10604.1wlt-core02.telstraglobal.net [202.84.141.225]
11 158 ms 159 ms 159 ms i-95.eqla02.telstraglobal.net [202.84.143.30]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

 

 

 

 

 

 

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

OMG you got the 175ms ping I saw before the speed boost!! 

 

 

So sony doesn't allow the game server to respond - so can only trace route to the gateway which is My main server game IP is 64.37.174.142 - lvspsn-liv-gw03.station.sony.com [64.37.174.142] 

"ping 4.69.206.186 ? What is this site? "  The gateway to the above server

Hop13 287ms 287ms 287ms ae-5-17.bar1.LasVegas1.Level3.net [4.69.206.186]

 

Its to the game server I am after that had the 175ms

 

This is the diff between your tracert and mine; 

Mine: 

11 175 ms 151 ms 151 ms i-93.tlot02.bi.telstraglobal.net [202.84.253.86]
12 290 ms 290 ms 289 ms l3-peer.tlot02.pr.telstraglobal.net [134.159.62.14]

 

yours and what I want; 

11 158 ms 159 ms 159 ms i-95.eqla02.telstraglobal.net [202.84.143.30]

 

Thank you for proving I am not freaking nuts! Now the real question is can this be fixed. I am so angry about this because I have wasted so much time with support trying to get someone that A would believe me and B actually listen to me and understand what I said - the only time I got someone like that is with Platinum support. 

But its not just this game - its ALL connections to the USA \ international 

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

also what plan are you on? 

 

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Speed boost wrecked international routes!

Yes, sorry - forgot to mention - I am on NBN HFC 50/20 Mbps plan and assume you must be on a 230 Mbps SuperFast  Add-on with FTTP or NBN HFC . We were connected to the same router in Brisbane, but as you indicated, your i-93 entry vs my i95 entry shows a different subnet - but that may be a random event?

 

So are there two different servers for the same Game - the tracecert using www.planetside2.com connects to [64.37.171.22]  where as - 63.37.174.142  for that site all seems OK till it reaches Sydney . Have you tried similar tests with other Game Servers in the USA. I have taken the liberty of asking the Telstra Game Optimiser Product Support person, NdFraser for an opinion. 

 

@NdFraser  - any chance you could offer an opinion on this - would the Game Optimiser Add-On with its optimal zone mapping enhance the connection responses for this situation. Expectations of better or equivalent response times from a 200 Mbps service have not been met. They have decreased to an unworkable level since @RaZz0R1980  upgraded from a lower speed package that had better response performance for this Game. 

 

 

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

Great idea on the game opti - BUT that's traffic QOS on the local network ONLY

 

That route hasn't changed at all - seems I an stuck on a static route and it needs to be changed ASAP!

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

I so can't believe this - Case manager did not read this - started saying I was lying and theres nothing wrong etc etc. 

 

Just keep changing what he is saying from one thing to another that makes no sense - then saying things like "Oh it depends on the number of users" wft - its a network route issue that ONLY came from when they switched my connection.  

 

Over 8hrs of phone time on this

Threaten with fee's and charges to look in to it and still didn't look correctly

Requested the call recording NUMBER - I was refused - then told I could get a copy of the call sent to me at my cost - said OK - then was refused saying they are not sending them out - its an IVR system - I have set them up before - the amount of bull**bleep** here is flat out amazing

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

in fact I'll be making this a good story to share internet \ public wide - also makes me wonder how many others are impacted

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

oh its gets better - case manager gives me a fake email and closes the case - didn't read the case notes or this thread! What a joke. I have no choice now but to just trash the service and disconnect - and I am sure as hell not paying a cent for the new connection or modem - theres a 450 bill here that they can shove right up their ass 

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Speed boost wrecked international routes!

As an ex retired Telstra employee, I am embarrassed to read about the treatment you have received from the Call Centre on this issue. Platinum support is a fee for service unless you subscribe to it and the fee is waived if a fault is found with a Telstra product or service. I had envisaged a response may be forthcoming on Game Optimiser but I understand there are global time differences involved and also thought given the responses received by you from the Call Centre that maybe a Moderator may have picked up the case from CrowdSupport for escalation.

 

I can understand the stress caused and hope a response will be forthcoming.

 

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

thanks for understanding mate. has really impacted us and wasted so many hours and caused so my partner a heap of stress as well

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

Just wanted to give the last update - Telstra can not fix this - the only way to fix it is to disconnect the service totally - wait and reconnect it. 

 

Platinum support network SME agreed that the only way this would be fixed would be to clear all arp cache on the routers and set a new static route for my connection... OR - as I suggested cancel the service - wait and reconnect. 

 

But how many others are affected?

 

I have been lied to, had support techs, just repeat over and over that is my fault, had one do it and not say anything else like he was trying to get me to hang up. I had Case managers that knew nothing about it saying I was lying, that it was my fault, that Sony online happen to up and move their entire server group, to too many users... in the end - all bull**bleep** and wrong!

 

I have done IT support when I was younger before becoming a top rank Citrix, vmware and Microsoft SME - I would have been fired on the spot if I had treated any client like this!

Yet here I feel like Telstra support are sitting there laughing at me. And theres no way to relay this to Australia management!

 

I'd be more than happy to see Telstra broken up in to smaller private companies and the name Telstra burned out of Australias memory!

 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Speed boost wrecked international routes!

Bit late to this

 

1wlt is Los Angeles. Issue looks to be with the handoff from Telstra to Level 3 communications. Change in speed boost may of changed routing within Australia but shouldn't be international

 

I don't agree with the solution provided. I'll see what I can dig up tomorrow

 

 

 

 

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Speed boost wrecked international routes!

There was a loss of several bearers in Los Angeles that was resolved on the 17th, as well as secondary issues from LA to Texas, and LA to Utah that were resolved on the 18th. Routing team don't open the floodgates as soon as an issue is resolved but slowly ramp it back up.

 

I'm currently getting 178 to las vegas from Townsville on my home PC. Can you post another trace route?

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

Hi thanks for posting - we have tried to disconnect the service today but have been promised over and over it would be fixed - its still not - so tomorrow I am forcing the issue and want it disconnected ASAP. No one seems to be able to fix this and VERY few even understand and I am done wasting my time. 

 

I thank you for the post but I am seriously done and so angry! I have missed out on Outfit wars in PS2 - again I pay for that game each month and this has wrecked it for me for weeks on end now when I was right all along - threaten with fee's - denied the call recordings so I could post them to management and show how bad Indian support is, been lied to, been hung up on. the list goes on. If I had acted that way in my job I would have been fired on the spot! Not a sorry, not a oh a bad day - **bleep**ing fired! As should the case managers and every basic level support staff that I had to deal with. 

 

When someone calls and says they are a Citrix, Vmware and Microsoft SME (Subject matter EXPERT) - people should bloody well **bleep**ing listen! my time is worth 110 an hour and I am going to bill Telstra for it! For diagnosing it and having to explain it to their stupid support over and over again. 

 

As everyone can see - still 300ms! total bull**bleep** - but ask the last two case managers and its my fault and I am lying 

 

RaZz0R1980
Level 3: Gumshoe
Accepted Solution

Re: Speed boost wrecked international routes!

so last message on this - after 3 days or stuffing around we finally got what we asked for - the service disconnected! and then reconnected a few hours later and bam - just like I have been saying for weeks now - its fixed!

 

Now I have everything documented and a bill prep'd for Telstra, I will make this all very public and shame them for this entire mess! 

 

If you happen to be having issues with international routing - here's the proof that the service needed to be disconnected, because no one else could fix it. Not platinum support or level 3 networks. 

 

View solution in original post

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

well there you have it - I was right all along - proof attached

RaZz0R1980
Level 3: Gumshoe

Re: Speed boost wrecked international routes!

So how I can get on to Telstra management to smash this in to their faces? We are owed a MASSIVE sorry and I'd say a connection for a year for free over this

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