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113 posts

Master Geek
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Topic # 181002 29-Sep-2015 08:39
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Been having some serious trouble with our Bigpipe ADSL connection in Torbay since the beginning of the month, and while I have had an excellent experience with Bigpipe so far, this could be the end of the honeymoon period...

But first, lets get some background:

- Our house / wiring is brand new
- The pair from the ETP is connected to a single jackpoint (which I have re-punched down)
- We are directly connected to the exchange
- When provisioned 2 months ago, Chorus had trouble finding a working pair to our property
- Our connection was stable for a month or so
- I have experienced the same issue with 2 different router/modems


The issue is perceived as a 'connection drop out', webpages stop loading etc. Under the hood this is what happens:

- The connection may re-train
- The DSL connection may hard drop (interface down) for anywhere between 1 min, 10 mins or a few hours
- The connection may stay up, at original sync speed but I see horrendous latency to the router's default gateway

PING 210.54.35.129: 56  data bytes, press CTRL_C to break
    Request time out
    Reply from 210.54.35.129: bytes=56 Sequence=1 ttl=255 time=1455 ms
    Reply from 210.54.35.129: bytes=56 Sequence=2 ttl=255 time=238 ms
    Reply from 210.54.35.129: bytes=56 Sequence=3 ttl=255 time=364 ms
    Reply from 210.54.35.129: bytes=56 Sequence=4 ttl=255 time=762 ms

- This latency is seen in pings to various other sites on the internet and can go all the way up to 4000ms or time out
- A couple of weeks ago I enabled polling by a service called Pingdom who basically ping your router from roughly 10 geographically dispersed locations to determine uptime
- Pingdom has reported 44 outages with a total downtime of 43 hours in the last month


 

I logged a fault with Bigpipe, and they dispatched a Chorus tech after monitoring the connection for a period of 24 hours.

- I believe the first ticket was closed due to no fault found (connection was active)
- Second tech came out twice and checked / re-terminated connections at every point between the ETP and exchange
- During the tech's second visit he tried changing the DSL port - this resulted in an increase in sync speed from 11Mbps to 16Mbps
- Was stable for a few hours after this but the fault was closed
- I called the tech and he said he wanted to try a port change but was told he couldn't by the 'Chorus IT team' unless the line had gone hard down during a 24 hour monitoring window

The problem is it may not go down during this period, but we continue to experience the outages as described above.

Bigpipe have not done any more real investigation or provided any sort of meaningful technical response in the last 3 weeks. They can only say 'our hands are tied, we cannot request a port change', but no investigation has been performed elsewhere to my knowledge.

When I try to reply to the email trail requesting an update (now 38 long) I get a useless response from a L1 engineer telling me to run a continuous ping test.

I had a couple of responses last week from escalations but still haven't heard back from a senior engineer this week as promised.

I have provided so much technical evidence but it seems even this isn't enough to get someone to fix our connection.

What is even more disappointing is that this is Bigpipe, but you could be forgiven for thinking it was Vodafone or Spark.

Comeon Bigpipe, we know you can do better than this!! Help me get my connection sorted! 


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620 posts

Ultimate Geek
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  Reply # 1396317 29-Sep-2015 08:53
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My best guess is that there are a lot of errors on the connection, Eventually the errors get so bad it kicks the connection all together.

If this is the case you should be able to tell but not all modems display these stats, The ISP can run a ELT (this is the 24 hour test although there are shorter variants) and should be able to confirm this is the case.




Perpetually undecided.

122 posts

Master Geek
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BigPipe

  Reply # 1396429 29-Sep-2015 10:33
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Hey - sorry to hear about how much trouble you've been having getting connected. Just letting you know that we're on this case now and will be back in touch ASAP to let you know what the story is. 




www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 


 
 
 
 


122 posts

Master Geek
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BigPipe

  Reply # 1396692 29-Sep-2015 16:05
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Update: 

 

We've been been monitoring your case under escalation, which is Level 2, for the last 6 days. Operations have been running a test but can not see any connection drops, and we've run two 24 hour line tests and had zero drop out on the line. The long and short of it is - we suspect the problem is on your end. We realise that this isn't great to hear when you're tearing your hair out in frustration, and it's never fun trying to suss network stuff from home, but we'll keep trying until we've got a resolution. There's a few things you can try on your end to give us a hand: 

 

  • I understand that Support asked for you to send us a traceroute a few days back? If you haven't seen that message yet, can you have a look at the support emails, and flick the results through to us? Could help a lot.
  • Also, if you could do your testing with a local service first to figure out if there are any drop outs, that'd be mint. 
  • If you do find there are drop outs, can you do the trace route or path pings and email us back the results so we can investigate further.

 

 

 

Note: the above tests should be done only when there just one device online (all other off or disconnected ) and no download / VPN running on the machine it's being tested from. 

 

 

 

One other thing you could try is connecting a different modem to see if that makes a difference. There are modems (not many, but a few) that really don't play nice with our service, or it's possible that yours is just playing up. 

 

 

 

Let us know if any of this helps; we're keen to get you back online. 




www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 




113 posts

Master Geek
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  Reply # 1396700 29-Sep-2015 16:16
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Hi Josh,

I'm not sure if you've read all of the emails I've sent but I'll give you the benefit of the doubt.

It cannot be my end simply because:

1) I see the same behaviour with 2 modem/routers (Draytek DV120, HP MSR 935)

2) (And this is the big one) Ping times to the directly connected network (Bigpipe BRAS I assume) range from timeout, to 3000ms, to normal, as evidenced by the output from my router below:

Routing table:

210.54.35.129/32    Direct 0    0            210.54.35.129   VT1

Ping results

  PING 210.54.35.129: 56  data bytes, press CTRL_C to break
    Request time out
    Reply from 210.54.35.129: bytes=56 Sequence=1 ttl=255 time=1455 ms
    Reply from 210.54.35.129: bytes=56 Sequence=2 ttl=255 time=238 ms
    Reply from 210.54.35.129: bytes=56 Sequence=3 ttl=255 time=364 ms
    Reply from 210.54.35.129: bytes=56 Sequence=4 ttl=255 time=762 ms


Clearly these indicate a problem somehwere between my jack point and your BRAS, but the below have been thoroughly checked and re-terminated, multiple times in some cases:
- Jack point
- ETP
- Pillar at the top of driveway
- Local cabinet (note this is not an ISAM cabinet)
- Exchange

These are the things have not been checked / changed
- DSL Port (although when the tech tried a different one temporarily things improved immensely)
Backhaul between Exchange / Chorus / Bigpipe.

Like I have said many times, the connection may not necessarily show up any problems on a Chorus line test because it is not actually dropping out all the time. However I have had another 3 outages today.

Seriously...this should not be a difficult problem to fix.

122 posts

Master Geek
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BigPipe

  Reply # 1396709 29-Sep-2015 16:45
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Okay, thanks for that info. I'm going through this with ops/support now; I'll get back to you as soon as I can put together a point-by-point response to the above and make sure everything is being addressed properly. Be with you shortly. 




www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 


122 posts

Master Geek
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BigPipe

  Reply # 1396735 29-Sep-2015 17:39
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chrispchikin: Hi Josh,

I'm not sure if you've read all of the emails I've sent but I'll give you the benefit of the doubt.

It cannot be my end simply because:

1) I see the same behaviour with 2 modem/routers (Draytek DV120, HP MSR 935) 

2) (And this is the big one) Ping times to the directly connected network (Bigpipe BRAS I assume) range from timeout, to 3000ms, to normal, as evidenced by the output from my router below:

Routing table:

210.54.35.129/32    Direct 0    0            210.54.35.129   VT1

Ping results

  PING 210.54.35.129: 56  data bytes, press CTRL_C to break
    Request time out
    Reply from 210.54.35.129: bytes=56 Sequence=1 ttl=255 time=1455 ms
    Reply from 210.54.35.129: bytes=56 Sequence=2 ttl=255 time=238 ms
    Reply from 210.54.35.129: bytes=56 Sequence=3 ttl=255 time=364 ms
    Reply from 210.54.35.129: bytes=56 Sequence=4 ttl=255 time=762 ms



The IP address you’re pinging is a loopback address on a box you’re not actually connected to. That’s why you’re getting such high pings, and as such the results aren’t actually relevant. We suggest pinging our DNS servers- 203.96.123.1 as primary and 203.96.123.2 as secondary. You can also do an MTR test or equivalent depending on your OS. This is a rolling traceroute, which will give you some useful information on your connection. Hang on to the results and send them to us if you can. 



Clearly these indicate a problem somehwere between my jack point and your BRAS, but the below have been thoroughly checked and re-terminated, multiple times in some cases:
- Jack point
- ETP
- Pillar at the top of driveway
- Local cabinet (note this is not an ISAM cabinet)
- Exchange

These are the things have not been checked / changed
- DSL Port (although when the tech tried a different one temporarily things improved immensely)
Backhaul between Exchange / Chorus / Bigpipe.


Further to the the stuff that hasn't been checked yet: 

 

We’re running a 24hour LQD (a line test analyser) and we’ll check the results of that to our logs – this’ll show any DCs or any other weird activity on your connection. Could you give us your DSL logs and WAN logs for from 5 pm today until 5 pm tomorrow. This information should show us if there’s an issue with the port you’re connected to, any other Chorus equipment, or similar that we can take to Chorus and get them to deal with if the issue is on their end.

If it’s not Chorus, it could be:

 

  • an issue with your wiring.You’ve punched your own wall jack – and the tech said that he had to fix a faulty wire in the ETP when he went around on 19 September. That raises the possibility that this is related to bad wiring.
  • a setting you’ve engaged on your routers – which is why we suggest starting with a fresh router. Our suggestion is to do a factory reset on one of your routers and do a basic setup. Feel free to do this ASAP; if it's anything to do with your setup then there is a good chance this will fix the issue. 
We'll be monitoring this as closely as we can over the next 24 hours / however long it take to get resolved. However, if you've got any further issues / questions please raise them via your support ticket with Bigpipe as we can do a much better job of tracking how the case is going rather than via Geekzone. I'll make a point of checking how this case is going tomorrow and making sure everything is tracking properly when I get back in to the office tomorrow. 






www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 




113 posts

Master Geek
+1 received by user: 30


  Reply # 1396742 29-Sep-2015 18:04
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Thanks Josh,

I'll email this stuff through, but for posterity of the thread:

1) I have setup 2 MTR instances polling Bigpipe's DNS servers

2) I am collecting detailed physical debug logs for my DSL interface and the errors are pouring through:

*Sep 29 17:52:20:581 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:22:264 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:50:932 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:50:932 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:50:933 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:50:933 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:50:933 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:50:934 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:52:54:559 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 17:53:01:961 2015 rtr01 DRVDBG/7/debugging:(Atm0/0)PHY/ERR:DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment

3) Not likely to be bad wiring when it has all been thoroughly checked and re-terminated. I re-punched down the jack myself because it had been done incorrectly the first time by the sparky (new house).

4) Nothing has changed in my router configs at the time the issue began.

860 posts

Ultimate Geek
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Subscriber

  Reply # 1396745 29-Sep-2015 18:14
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I am assuming you have tried different wiring to and from the router..







113 posts

Master Geek
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  Reply # 1396746 29-Sep-2015 18:17
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Brumfondl: I am assuming you have tried different wiring to and from the router..


Yep, there is also only one jack point :)

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Uber Geek
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  Reply # 1396751 29-Sep-2015 18:43
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chrispchikin:
Brumfondl: I am assuming you have tried different wiring to and from the router..


Yep, there is also only one jack point :)


think hes meaning the cable from the jack point to modem



113 posts

Master Geek
+1 received by user: 30


  Reply # 1396752 29-Sep-2015 18:46
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Jase2985:
chrispchikin:
Brumfondl: I am assuming you have tried different wiring to and from the router..


Yep, there is also only one jack point :)


think hes meaning the cable from the jack point to modem


That's what the 'Yep' was to :)

860 posts

Ultimate Geek
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  Reply # 1396755 29-Sep-2015 18:56
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Jase2985:
chrispchikin:
Brumfondl: I am assuming you have tried different wiring to and from the router..


Yep, there is also only one jack point :)


think hes meaning the cable from the jack point to modem


I am, and I really meant to type 'modem' instead of 'router'.

But yes, have you replaced any and all cables connected to the modem?







113 posts

Master Geek
+1 received by user: 30


  Reply # 1396756 29-Sep-2015 19:13
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Brumfondl:
Jase2985:
chrispchikin:
Brumfondl: I am assuming you have tried different wiring to and from the router..


Yep, there is also only one jack point :)


think hes meaning the cable from the jack point to modem


I am, and I really meant to type 'modem' instead of 'router'.

But yes, have you replaced any and all cables connected to the modem?


Yes :)



113 posts

Master Geek
+1 received by user: 30


  Reply # 1396758 29-Sep-2015 19:16
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Again, putting this up for posterity. Had another outage a few minutes ago, here are some results:

Physical errors on router:

*Sep 29 19:09:32:266 2015 rtr01 DRVDBG/7/debugging: (Atm0/0)PHY/ERR: DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment
*Sep 29 19:09:36:264 2015 rtr01 DRVDBG/7/debugging: (Atm0/0)PHY/ERR: DRV_IPC_PhyRcvFromRemote(1525): Error: IPC_DeFragment

Pinging Bigpipe DNS:

64 bytes from 203.96.123.2: icmp_seq=789 ttl=62 time=2864 ms
64 bytes from 203.96.123.2: icmp_seq=790 ttl=62 time=3122 ms
64 bytes from 203.96.123.2: icmp_seq=791 ttl=62 time=3122 ms
64 bytes from 203.96.123.2: icmp_seq=792 ttl=62 time=2962 ms
64 bytes from 203.96.123.2: icmp_seq=793 ttl=62 time=2850 ms
64 bytes from 203.96.123.2: icmp_seq=794 ttl=62 time=2794 ms
64 bytes from 203.96.123.2: icmp_seq=795 ttl=62 time=2650 ms
64 bytes from 203.96.123.2: icmp_seq=796 ttl=62 time=2512 ms
64 bytes from 203.96.123.2: icmp_seq=797 ttl=62 time=1700 ms
64 bytes from 203.96.123.2: icmp_seq=798 ttl=62 time=747 ms
64 bytes from 203.96.123.2: icmp_seq=799 ttl=62 time=126 ms
64 bytes from 203.96.123.2: icmp_seq=800 ttl=62 time=111 ms
64 bytes from 203.96.123.2: icmp_seq=801 ttl=62 time=27.7 ms
64 bytes from 203.96.123.2: icmp_seq=802 ttl=62 time=1588 ms
64 bytes from 203.96.123.2: icmp_seq=803 ttl=62 time=2443 ms
64 bytes from 203.96.123.2: icmp_seq=804 ttl=62 time=2559 ms
64 bytes from 203.96.123.2: icmp_seq=805 ttl=62 time=2879 ms
64 bytes from 203.96.123.2: icmp_seq=806 ttl=62 time=3270 ms
64 bytes from 203.96.123.2: icmp_seq=807 ttl=62 time=4081 ms
64 bytes from 203.96.123.2: icmp_seq=808 ttl=62 time=4275 ms
64 bytes from 203.96.123.2: icmp_seq=810 ttl=62 time=4368 ms
64 bytes from 203.96.123.2: icmp_seq=811 ttl=62 time=4634 ms


My traceroute [v0.85]
Tue Sep 29 19:12:05 2015
Keys: Help Display mode Restart statistics Order of fields quit
Packets Pings
Host Loss% Snt Last Avg Best Wrst StDev
1. ???
2. ???
3. ???
4. 203.96.123.2 2.5% 3592 5.8 299.1 5.5 5158. 929.6



515 posts

Ultimate Geek
+1 received by user: 131


  Reply # 1396778 29-Sep-2015 19:27
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I know I'm probably retreading ground, but just for posterity:

 

 

Have you tried ensuring that your Modem is configured to exactly match the settings that BigPipe advises (Authentication, ATM, VPI, MTU, etc), and have you used one of the two Modems at an alternate location (if possible) to prove the issue isn't with the modem?

 

 

My next question would be, BigPipe, can you ask Chorus or VisionStream about the assigned ports, or more specifically, which port he was on initially while having issues, and which port he is on now? A port on a different card may have a better outcome.

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