Getluke
Level 2: Rookie

Super slow loading on particular websites

I have ADSL 2+

My download speed is around 10mbps and upload 0.7mbps ..

I have a network cable to my router and using a mac

 

Facebook is SUPER slow and fails to load alot of items, on my phone and mac, and other phones and pc

Carsales is another site that is slooooww.

 

What could be restricting these sites?

 

I went to my friends place and checked facebook etc, and boom, super fast

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29 REPLIES 29
Getluke
Level 2: Rookie

Re: Super slow loading on particular websites

DSL Connection

Link Information
    
Uptime:2 days, 23:42:07
DSL Type:ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]:1,020 / 12,370
Data Transferred (Sent/Received) [MB/GB]:486.21 / 2.84
Output Power (Up/Down) [dBm]:12.2 / 19.0
Line Attenuation (Up/Down) [dB]:24.1 / 40.5
SN Margin (Up/Down) [dB]:6.5 / 6.1
System Vendor ID (Local/Remote):TMMB / ----
Chipset Vendor ID (Local/Remote):BDCM / BDCM
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):2 / 0
Loss of Power (Local/Remote):0 / 0
Loss of Link (Remote):-
Error Seconds (Local/Remote):12,446 / 0
FEC Errors (Up/Down):311 / 1,841,427
CRC Errors (Up/Down):0 / 25,871
HEC Errors (Up/Down):0 / 481,378
richiemws
Level 2: Rookie

Re: Super slow loading on particular websites

same here , FB is super slow ebay too , all telstra can say is call us now and spk to a technician blahblah

 

so frustrating , come on telstra ..........help us out please !!!

 

ps im on an elite plan 500gb  should be getting speed up to 8mbps

 

 

• BigPondEliteADSLcanprovidedownloadspeedsuptoamaximum
of 20Mbps to eligible customers in selected areas with upgraded
exchanges, and up to 8Mbps in many other areas but average
speeds will be lower.
• Actualspeedsvaryduetoanumberoffactorssuchasyour
distance from an exchange, the network connecting the exchange,
your equipment and software and internet traffic.
• DevicesconnectedbyWi-Fimayexperienceslowerspeedsthan
those connected by ethernet cable.

Smarikoe
Level 1: Cadet

Re: Super slow loading on particular websites

Seems it's been going on for a while and that a whole lot of people are affected including myself. TELSTRA GET ON IT!

 

See http://forums.whirlpool.net.au/archive/2142929

Getluke
Level 2: Rookie

Re: Super slow loading on particular websites

Waited for chat for 1 hour 

 

Got told that Telstra is having system maintenance issues

 

I asked what system maintenance issues they were

 

I was told that they are having a network outage

 

Asked exactly what the problem was, was told they don't have the information on the system.

 

I told her to ask her superior.

 

Chat was then cut off.

 

In the mean time I was on hold, an overseas call on my mobile, to Telstra, (this way it comes out of the cap credit, rather the actual credit) for 20 mins, to then be silent.

 

The support is bad, the service is bad. Im so sorry for just signing up to a 24 month contract with telstra when all I have had is problems since the service was even activated.

 

Soo.. there ya go. I guess Telstra just wants us to deal with it.

 

Cheers for this telstra.. how about updating your customers with information.

 

For a telecommunications company, you would think the key word COMMUNICATION would be what you are all about. Obviously not.

 

Service Status

The Service Status pages are where we will keep you up to date on any current known events. We are also providing notification of significant scheduled network upgrades or maintenance activities in your area, which may affect your Telstra service.

Your use of the information in the Service Status pages are subject to the terms set out in the Terms of Use. By using this information, you agree to be bound by these terms.

Listing events for postcode 4558
Scheduled Maintenance by Service  Service Description Start Time>
NBN PlatformSome Telstra Broadband and Voices Services on the NBN may be unavailable.18-08-2013 23:00
 

If you have any queries relating to these faults please visit Telstra 24x7 or contact us.

This page was last updated on 18-08-2013 21:42.

 

Doesnt say squat about ANY system maintenance issues

Quasi-Evil
Level 1: Cadet

Re: Super slow loading on particular websites

As its the Telstra/Bigpond DNS servers that are unreliable at the moment, I'd suggest switching to the Google OpenDNS servers until the Telstra/Bigpond DNS servers become reliable.

 

Caveat Emptor - I've found the although swapping to the Google DNS servers improves my web browsing, downloads take a beating. Luckily as a Mac user, I have the option to set multiple network locations and can quickly swap between the Google DNS servers and the unreliable Telstra/Bigpond ones.

 

Good luck!

LukeB
Level 3: Gumshoe

Re: Super slow loading on particular websites

With errors that high (should be 1% of that) sounds like you got some noise on the line. Though you may not even notice noise on the phone. Goodluck ever getting that fixed, it's a needle in a haystack.
Lathania
Level 21: Augmented

Re: Super slow loading on particular websites

Just as an FYI there seems to be routing issues to some international sites at the moment. I'm even feeling it on an FTTP connection.

Not sure if Google DNS would be any better, depends on what the problem is. If there's issues with an international link and traffic is being routed through another than it won't at all as it will be international congestion, however if it is an issue with a router then it could help.
Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
JesseS
Support Team
Support Team

Re: Super slow loading on particular websites

Hey guys,

 

We've definitely been hearing these reports and have been feeding them through to our network team. They are currently investigating the issue however need some more information to get to the bottom of it.

 

For anyone who is willing, I am asking for traceroute results to a number of Australian and international sites to help us understand the issue. Information on how to do this is available on: http://crowdsupport.telstra.com.au/t5/General-Internet-KB/How-to-submit-a-traceroute/ta-p/123848 (Recommend using HyperTrace where possible).

 

We will need the trace from the following sites:

Facebook
Amazon
Yahoo
Telstra.com
Whirlpool
The Age
Abc

 

If you can then pop this into a PM into with your IP Address, access method (ADSL/Cable/Mobile) and whether you're connecting via Wi-Fi or Ethernet.

 

Thanks,

 

Jesse

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darkeffektz
Level 2: Rookie

Re: Super slow loading on particular websites

C:\Users\Jinx>tracert facebook.com

Tracing route to facebook.com [173.252.110.27]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     7 ms    15 ms     6 ms  10.206.160.1
  3    12 ms    15 ms     9 ms  58.160.26.69
  4    11 ms     9 ms    11 ms  te4-3.agg2.way.bigpond.net.au [58.160.27.242]
  5    20 ms    11 ms    11 ms  172.18.242.233
  6    19 ms    11 ms    11 ms  bundle-ether10.fli10.adelaide.telstra.net [110.1
42.226.245]
  7    10 ms    15 ms    10 ms  bundle-ether4.fli-core1.adelaide.telstra.net [20
3.50.11.87]
  8    19 ms    22 ms    19 ms  bundle-ether9.win-core1.melbourne.telstra.net [2
03.50.11.91]
  9    34 ms    39 ms    35 ms  bundle-ether12.ken-core4.sydney.telstra.net [203
.50.11.12]
 10    37 ms    31 ms    35 ms  bundle-ether1.pad-gw2.sydney.telstra.net [203.50
.6.29]
 11    36 ms    30 ms    31 ms  tengigabitethernet0-x.sydp-core02.sydney.reach.c
om [203.50.13.70]
 12   182 ms   183 ms   179 ms  i-0-2-0-6.tlot-core01.bx.telstraglobal.net [202.
84.140.74]
 13   179 ms   180 ms   177 ms  i-0-4-0-0.tlot02.bi.telstraglobal.net [202.84.25
1.238]
 14   183 ms   183 ms   177 ms  xe-1-3-1.pr01.lax1.tfbnw.net [103.4.96.49]
 15   178 ms   178 ms   179 ms  ae1.bb02.lax1.tfbnw.net [31.13.30.26]
 16   235 ms   228 ms   227 ms  ae13.bb02.atl1.tfbnw.net [31.13.28.111]
 17   234 ms   233 ms   250 ms  ae11.bb03.frc1.tfbnw.net [31.13.27.120]
 18   234 ms   241 ms   235 ms  ae39.dr02.frc1.tfbnw.net [31.13.27.57]
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21   235 ms   235 ms   235 ms  edge-star-shv-13-frc1.facebook.com [173.252.110.
27]

Trace complete.

C:\Users\Jinx>tracert facebook.com

Tracing route to facebook.com [173.252.110.27]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     8 ms     9 ms     8 ms  10.206.160.1
  3     7 ms     9 ms     7 ms  58.160.26.69
  4     8 ms     9 ms     8 ms  te6-3.agg2.way.bigpond.net.au [58.160.27.242]
  5    18 ms    11 ms    11 ms  172.18.242.233
  6    17 ms    10 ms    12 ms  bundle-ether10.fli10.adelaide.telstra.net [110.1
42.226.245]
  7     8 ms    11 ms    11 ms  bundle-ether4.fli-core1.adelaide.telstra.net [20
3.50.11.87]
  8    19 ms    23 ms    23 ms  bundle-ether9.win-core1.melbourne.telstra.net [2
03.50.11.91]
  9    39 ms    31 ms    31 ms  bundle-ether12.ken-core4.sydney.telstra.net [203
.50.11.12]
 10    42 ms    35 ms    35 ms  bundle-ether1.pad-gw2.sydney.telstra.net [203.50
.6.29]
 11    31 ms    35 ms    35 ms  tengigabitethernet0-x.sydp-core02.sydney.reach.c
om [203.50.13.70]
 12   181 ms   183 ms   182 ms  i-0-2-0-6.tlot-core01.bx.telstraglobal.net [202.
84.140.74]
 13   180 ms   184 ms   180 ms  i-0-4-0-0.tlot02.bi.telstraglobal.net [202.84.25
1.238]
 14   177 ms   177 ms   181 ms  xe-1-3-1.pr01.lax1.tfbnw.net [103.4.96.49]
 15   180 ms   179 ms   181 ms  ae1.bb02.lax1.tfbnw.net [31.13.30.26]
 16  1032 ms   229 ms   227 ms  ae13.bb02.atl1.tfbnw.net [31.13.28.111]
 17   234 ms   235 ms   235 ms  ae11.bb03.frc1.tfbnw.net [31.13.27.120]
 18   253 ms   236 ms   239 ms  ae39.dr02.frc1.tfbnw.net [31.13.27.57]
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21   241 ms   238 ms   235 ms  edge-star-shv-13-frc1.facebook.com [173.252.110.
27]

Trace complete.


1000ms at hop 16 in the 2nd one caught my eye.

Ethernet connected Cable Ultimate in Adelaide

BarneyMaroon
Level 2: Rookie

Re: Super slow loading on particular websites

I am having exactly this problem in Brisbane with cable and Broadband. I would add gumtree.com.au to the list of sites that are painfully slow. (FB being the other one).
BarneyMaroon
Level 2: Rookie

Re: Super slow loading on particular websites

C:\Users\User>tracert facebook.com

Tracing route to facebook.com [173.252.110.27]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 8 ms 13 ms 7 ms 10.205.32.1
3 8 ms 9 ms 7 ms 58.160.20.196
4 7 ms 7 ms 23 ms 58.160.23.238
5 13 ms 23 ms 16 ms 172.18.241.233
6 17 ms 11 ms 22 ms bundle-ether10.cha47.brisbane.telstra.net [110.1
42.226.9]
7 13 ms 11 ms 8 ms bundle-ether4.cha-core4.brisbane.telstra.net [20
3.50.11.50]
8 30 ms 26 ms 35 ms bundle-ether11.ken-core4.sydney.telstra.net [203
.50.11.72]
9 29 ms 26 ms 27 ms bundle-ether1.pad-gw2.sydney.telstra.net [203.50
.6.29]
10 38 ms 27 ms 27 ms 203.50.13.114
11 27 ms 26 ms 27 ms i-0-6-0-3.sydp-core01.bi.telstraglobal.net [202.
84.221.221]
12 174 ms 179 ms 174 ms i-0-6-0-0.1wlt-core01.bx.telstraglobal.net [202.
84.144.221]
13 172 ms 171 ms 173 ms 202.40.149.138
14 170 ms 171 ms 171 ms xe-1-3-1.pr01.lax1.tfbnw.net [103.4.96.49]
15 172 ms 170 ms 171 ms ae1.bb02.lax1.tfbnw.net [31.13.30.26]
16 231 ms 221 ms 220 ms ae13.bb02.atl1.tfbnw.net [31.13.28.111]
17 229 ms 226 ms 225 ms ae7.bb02.frc1.tfbnw.net [31.13.24.44]
18 226 ms 227 ms 229 ms ae2.dr04.frc1.tfbnw.net [31.13.27.82]
19 * * * Request timed out.
20 * * * Request timed out.
21 226 ms 227 ms 232 ms edge-star-shv-13-frc1.facebook.com [173.252.110.
27]

Trace complete.
BarneyMaroon
Level 2: Rookie

Re: Super slow loading on particular websites

When I use Chrome to access facebook it is painfully slow.
TimBartel
Level 20: Director

Re: Super slow loading on particular websites

Hi Barney, 

 

How long has this been occurring? We have recently been experiencing a widespread issue that has been causing Facebook, Instagram and similar to load really slowly if at all, both on computer and smart phones. Our technicians are currently working with a third-party to resolve the issue. We'll let you know when this is resolved.

 

 

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BarneyMaroon
Level 2: Rookie

Re: Super slow loading on particular websites

It has been occuring for about a week. Because it only happens on some websites, I presumed that it was an issue specific to the website itself. I recall gumtree.com.au becoming nearly unusable, with picture beings slow to load, and some (what I assume to be) java code failing to load at all. 

Lathania
Level 21: Augmented

Re: Super slow loading on particular websites

Hi Everyone,

As per Jesse's post please send them a PRIVATE MESSAGE and not post your IP details on this public forum. It's for your own benefit to protect the security your private information.

Additionally, please note as this seems to be a DNS issue it will affect most people using BigPond DNS (which you will be by default) so just PM JesseS with the details requested which will help get the issue resolved faster.

To message Jesse just click this link http://crowdsupport.telstra.com.au/t5/notes/privatenotespage/tab/compose/note-to-user-id/53420
Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
BarneyMaroon
Level 2: Rookie

Re: Super slow loading on particular websites

Hi Lathania,

       thanks for the heads up about security, and a method to PM (I presume this means private message?). I am curious about my how my tracert's might comprimise my security - I simply don't know, and am not trying to be clever.

 

Cheers,

Barney

Lathania
Level 21: Augmented

Re: Super slow loading on particular websites

Basically in a traceroute is your public IP address. With your public IP address someone can both trace the IP to a geographical location as well as launch a cyber attack on your service (DDOS.)

It's all very unlikely and nobody would have a reason too but it's possible so it's best not to post such information.

Yes, PM means private message and you can do so by clicking that link.
Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
boxall
Level 3: Gumshoe

Re: Super slow loading on particular websites

Same here in Brisbane 4055. Some sites are great others are suprer slow and unusable. Worth logging a support call?

Lathania
Level 21: Augmented

Re: Super slow loading on particular websites

Please read the rest of the thread other than the first post =/
Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
BarneyMaroon
Level 2: Rookie

Re: Super slow loading on particular websites

This problem remains unsolved right - or is it just me, and I have to call Telstra?

DanK
Community Manager Community Manager
Community Manager

Re: Super slow loading on particular websites

As of late yesterday we expect our customers should now be starting to experience normal response times when accessing these sites. We have worked with our partner Akamai to improve the performance of affected websites. This includes changes to capacity and routing of internet traffic.

 

We sincerely apologise to our customers both for the inconvenience they may have experienced and for the delay in the restoration.

 

BarneyMaroon, if you are still having slow speed issues then please do give us a call but before you do you may want to reset your modem and delete cache to be sure it is not lingering at your end.

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Getluke
Level 2: Rookie

Re: Super slow loading on particular websites

Still unacceptably low. Even trying to load this page took forever.. An honest 4-5 mins, and multiple refreshes

boxall
Level 3: Gumshoe

Re: Super slow loading on particular websites

Still happening. 4055. Can't even get to www.teamviewer.com for example.  Time for some credits please Telstra!

boxall
Level 3: Gumshoe

Re: Super slow loading on particular websites

After 15 minutes......Unfortunately the Live Chat service is currently unavailable.

We're sorry for the inconvenience and hope to have things running smoothly again soon.

Please try again later.


Aggghhhh!!!
Lathania
Level 21: Augmented

Re: Super slow loading on particular websites


@boxall wrote:

Still happening. 4055. Can't even get to www.teamviewer.com for example.  Time for some credits please Telstra!


http://www.telstra.com.au/customer-terms/download/document/bg-restoration.pdf

 

Don't think some international websites being slower than usual classifies you under any of the categories as listed above.

Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
Getluke
Level 2: Rookie

Re: Super slow loading on particular websites

But Lathania, its not just international.. even this support thread sometimes takes far too long to load! Im curently looking for a new car, carsales.com.au is slow.

 

Its just crap when you pay for something, you dont get what you pay for, and you have a clause to support your failure as a provider in which to help us as the client.

 

So we get slow service, no support, no-one tells us whats wrong, how you are fixing it, updates on this. And we pay full price.

Lathania
Level 21: Augmented

Re: Super slow loading on particular websites

In that case you have a fault of some kind, and it won't get fixed until you call up and get it looked at.
Lathania

_____________________________________________
I'm a Telstra employee posting on my own volition, my opinions and comments are my own and may not reflect Telstra's values and policies.
boxall
Level 3: Gumshoe

Re: Super slow loading on particular websites

Today's slow non-responding site for me is bunnings.

 

Teamviwer is ok now.

DanK
Community Manager Community Manager
Community Manager

Re: Super slow loading on particular websites

Hi All,

 

Just to clarify what I posted earlier. We have seen an improvement in the speeds received when surfing affected sites. If you continue to have difficulty then your best bet is to contact technical support as it is likely that there is something else going on with your connection specifically.

 

Also, it is a good idea to turn off equipment for a few mins after a fault is resolved in the event that problems persist. This is because as fantastic as technology is it can sometimes get a bit stuck. This is the old 'Turn it off and on again" trick, that while funny can often work 🙂

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