Telecom Big Time plan trouble thread

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Uber Geek
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#286759 3-Jan-2010 22:15

System: Still doing ping tests two and a half hours after it started and it is still high its averaging around 400-500ms at the moment so im hoping its starting to drop now, we will see...

What does a reverse tracert (from somewhere else on the internet to your ip address) show?

You should be able to find out your WAN IP address from your router or via http://www.whatsmyip.org/

Then use something like http://traceroute.optusnet.com.au/ to do a trace from them to you.

System

521 posts

Ultimate Geek

#286762 3-Jan-2010 22:23

$ traceroute 125.238.224.80
traceroute to 125.238.224.80 (125.238.224.80), 30 hops max, 38 byte packets
1 mas4-vl300.gw.optusnet.com.au (211.29.132.2) 0.288 ms 0.304 ms 0.233 ms
2 xe-3-1-0.sd12.optus.net.au (119.225.4.1) 0.236 ms 0.230 ms 0.238 ms
3 61.88.241.254 (61.88.241.254) 1.992 ms 1.984 ms 1.860 ms
MPLS Label=4832 CoS=5 TTL=1 S=0
4 61.88.224.139 (61.88.224.139) 1.984 ms 1.859 ms 1.867 ms
MPLS Label=833 CoS=5 TTL=1 S=0
5 61.88.221.47 (61.88.221.47) 1.981 ms 1.981 ms 1.988 ms
6 ConnectCom.un2.optus.net.au (61.88.171.206) 83.814 ms 165.744 ms 87.307 ms
7 xe7-0-0-322.sybr4.global-gateway.net.nz (202.50.238.221) 2.235 ms 2.476 ms 2.612 ms
8 xe0-0-0-2.sybr6.global-gateway.net.nz (202.50.232.241) 2.990 ms 2.854 ms 2.741 ms
9 so2-0-0.sybr7.global-gateway.net.nz (203.96.120.85) 3.112 ms 2.979 ms 2.988 ms
MPLS Label=206656 CoS=5 TTL=1 S=0
10 so5-0-0.akbr4.global-gateway.net.nz (122.56.127.29) 28.842 ms 35.459 ms 27.344 ms
MPLS Label=118848 CoS=5 TTL=1 S=0
11 xe0-0-0-2.akbr5.global-gateway.net.nz (202.50.232.78) 27.716 ms 28.086 ms 27.843 ms
12 mdr-ip20e-1-2-1.akbr5.global-gateway.net.nz (202.37.244.222) 28.471 ms 28.085 ms 28.096 ms
13 210-55-64-32.adsl.netgate.net.nz (210.55.64.32) 43.213 ms 43.068 ms 42.216 ms
MPLS Label=17 CoS=5 TTL=1 S=0
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Edit: the ping problem completely dissapeared at almost exactly 10:30pm tonight so it lasted for almost exactly 3 and a half hours

Edit 2: Just after posting the ping sky rocketed again so the problem is still persisting

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

l43a2

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#286767 3-Jan-2010 22:41

it will be back dont worry :)

ktimes

2 posts

Wannabe Geek

#287334 6-Jan-2010 09:29

It good people from telecom still reading this thread, could you perhaps help me with my connection issue as well please?

I have trouble connecting world of warcraft server located in Taiwan, normally before 9am my ping in game is around 400-800 ms (which is very acceptable because I got used to it). But once the off-peak time has finished, the latency increases sharply to 2-5 seconds range and frequently causes disconnections.

Here is the tracerout from my home router, I believe the W.O.W. servers in Taiwan also uses port 3724:

traceroute to wowtaiwan.com.tw (203.66.142.57), 30 hops max, 40 byte packets
1 10.1.1.1 (10.1.1.1) 1.644 ms 1.232 ms 1.144 ms
2 ip210-55-69-240.kc.net.nz (210.55.69.240) 40.206 ms 41.058 ms 43.648 ms
3 * * * Request timed out.
4 xe6-0-0-10.akbr5.global-gateway.net.nz (202.37.244.221) 57.673 ms 57.893 ms 177.484 ms
5 xe0-0-0-2.akbr4.global-gateway.net.nz (202.50.232.77) 58.230 ms 58.980 ms 56.941 ms
6 ae1-10.tkbr9.global-gateway.net.nz (202.50.232.37) 58.913 ms 57.582 ms 57.510 ms
7 so7-0-1.sybr6.global-gateway.net.nz (122.56.127.42) 81.536 ms 120.134 ms 81.396 ms
8 xe2-0-0-2.sybr4.global-gateway.net.nz (202.50.232.242) 81.574 ms 81.326 ms 81.297 ms
9 ge-0-2-0.r00.sydnau01.au.bb.gin.ntt.net (129.250.12.65) 81.981 ms 81.806 ms 81.555 ms
10 as-1.r20.tokyjp01.jp.bb.gin.ntt.net (129.250.4.20) 200.486 ms 201.237 ms 200.495 ms
11 r33-s2.tp.hinet.net (211.72.233.90) 284.536 ms 286.258 ms *
12 tp-crs11.router.hinet.net (220.128.1.162) 283.115 ms 281.553 ms 286.297 ms
13 ty-fo-crs11.router.hinet.net (220.128.3.105) 286.920 ms 285.660 ms 280.184 ms
14 ty-fo-c76r2.router.hinet.net (220.128.8.221) 275.181 ms 276.494 ms *
15 211.22.39.225 (211.22.39.225) 389.421 ms * 280.927 ms
16 203.66.220.141 (203.66.220.141) 287.505 ms 281.754 ms 281.158 ms
17 * 203.66.142.57 (203.66.142.57) 281.888 ms 281.837 ms
18 203.66.142.57 (203.66.142.57) 276.100 ms 280.651 ms 419.794 ms
19 203.66.142.57 (203.66.142.57) 280.985 ms 315.660 ms 281.742 ms
Trace complete

Any comment or help is greatly appreciated.

System

521 posts

Ultimate Geek

#287778 7-Jan-2010 13:49

After ringing telecom with a ping of over 1000ms they explained to me that the latency is part of the throttling of the plan and that once you exceed 2GB of downloads in a day they will start throttling you which will effect both bandwidth and latency

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

Talkiet

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#287782 7-Jan-2010 14:14

System: After ringing telecom with a ping of over 1000ms they explained to me that the latency is part of the throttling of the plan and that once you exceed 2GB of downloads in a day they will start throttling you which will effect both bandwidth and latency

I feel compelled to note that the second part of this sounds like utter garbage. (The 2 GB bit) I strongly believe this is not what happens and would suggest that either the phone rep you spoke to was mistaken or you misinterpreted what he/she said.

If you can quote me an incident number on which this information was given to you, then I'll see to it that the rep gets some better information. Feel free to PM this information.

The general comment that shaping can affect latency is true to an extent, but again, if this is being experienced to telecom.co.nz then something is still wrong.

Regards
N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

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System

521 posts

Ultimate Geek

#287785 7-Jan-2010 14:20

Talkiet:
System: After ringing telecom with a ping of over 1000ms they explained to me that the latency is part of the throttling of the plan and that once you exceed 2GB of downloads in a day they will start throttling you which will effect both bandwidth and latency

I feel compelled to note that the second part of this sounds like utter garbage. (The 2 GB bit) I strongly believe this is not what happens and would suggest that either the phone rep you spoke to was mistaken or you misinterpreted what he/she said.

If you can quote me an incident number on which this information was given to you, then I'll see to it that the rep gets some better information. Feel free to PM this information.

The general comment that shaping can affect latency is true to an extent, but again, if this is being experienced to telecom.co.nz then something is still wrong.

Regards
N

Ok thanks i will PM you the number he gave me, i did not misinterpret the information those were his exact words and this was after he had a talk to his superior

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

Krisando

84 posts

Master Geek
Inactive user

#287982 8-Jan-2010 05:54

It may have nothing to do with your connection, WOW servers are known for their bloated high latency (300-800ms) latency.

Ragnor

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#288289 8-Jan-2010 21:19

Krisando: It may have nothing to do with your connection, WOW servers are known for their bloated high latency (300-800ms) latency.

Americans in LA playing on servers hosted in LA get good latency. I'm sure Taiwanese playing on servers hosted in Taiwan get good latency too.

It's quite likely to be a Big Time traffic management issue, I believe they made some changes to the rules they are using to resolve problems for wow players playing on US servers... if these rules are based on ip addresses or domain names they probably won't be applied to wowtaiwan.

The helpdesk will be of little use, I would try to contact Doozy the product manager at Telecom who helps look after Big Time, he's posted in this thread... why not pm him. He'll probably be able to explain or help you (assuming he's not on leave).

ktimes

2 posts

Wannabe Geek

#288467 9-Jan-2010 16:41

Thank you Krisando and Ragnor for you comments.

I been experiencing two different performances in these two days. While most of times I got pings from 6 seconds to 20 seconds, I also got pings less than 300ms occasionally.

I believe engineers of telecom are tweaking the traffic filter (thank you for your effort) so I'll wait a week or two to see how it goes. If the ping is still bad I'll contact Doozy directly.

Cheers.

Magitek

7 posts

Wannabe Geek

#292904 25-Jan-2010 16:17

Magitek: I have the same issue with connection randomly jumping 500ms for 5m-2hr whenever it feels like it.

Idle connection statistics:
1 <1 ms <1 ms <1 ms mygateway [10.1.1.1]
2 643 ms 654 ms 543 ms 210.55.69.16
3 * * * Request timed out.
4 503 ms 431 ms 333 ms x6-0-0-v20.akcr10.global-gateway.net.nz [202.50.
238.49]
5 490 ms 475 ms 415 ms g0-1-0-4.akcr8.global-gateway.net.nz [210.55.202
.49]
6 506 ms 539 ms 521 ms telecom-sdn-ak1-dom.akcr8.global-gateway.net.nz
[203.96.65.198]
7 461 ms 572 ms 564 ms 146.171.18.210
8 396 ms 429 ms 351 ms telecom.co.nz [146.171.18.242]

Pinging 210.55.69.16 with 32 bytes of data:
Reply from 210.55.69.16: bytes=32 time=458ms TTL=126
Reply from 210.55.69.16: bytes=32 time=366ms TTL=126
Reply from 210.55.69.16: bytes=32 time=534ms TTL=126
Reply from 210.55.69.16: bytes=32 time=418ms TTL=126
Reply from 210.55.69.16: bytes=32 time=472ms TTL=126
Reply from 210.55.69.16: bytes=32 time=498ms TTL=126
Reply from 210.55.69.16: bytes=32 time=459ms TTL=126

SNR Margin 23/15 dB
Line Attenuation 16/10 dB
Data Rate 7616/896 (ADSL1)

Also these pings are heavily affected when downloading, I'm positive all traffic passes through the filters. A 50ms ping will hit 500 just downloading @ 500KB/s. I'd expect 50 to bloat to maybe 150 or even 250.. but not half a second.
Never had issues like this on go large.

I would ring telecom, but i'm quite sure they don't care.

So I rung telecom yesterday because everyone was raging about the net being so unresponsive,
turns out they weren't interested in my complaint as expected.

Blanket response of Bigtime has traffic management, don't use it for gaming!

The tech seemed to understand it was abnormal, but did not have the authority to do anything about because it was a latency issue.

Is there any way for me to test the line? Will my adsl router show abnormality in statistics or line strength?
The problem is so intermittent that in the event a telecom linesman comes out, I don't think he's going to see it.
I don't seem to experience packetloss so i'm still skeptical that it's the line ultimately.

Lego

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Talkiet

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Uber Geek
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#292908 25-Jan-2010 16:41

Magitek:
Magitek: I have the same issue with connection randomly jumping 500ms for 5m-2hr whenever it feels like it.

Idle connection statistics:
1 <1 ms <1 ms <1 ms mygateway [10.1.1.1]
2 643 ms 654 ms 543 ms 210.55.69.16
3 * * * Request timed out.
4 503 ms 431 ms 333 ms x6-0-0-v20.akcr10.global-gateway.net.nz [202.50.
238.49]
5 490 ms 475 ms 415 ms g0-1-0-4.akcr8.global-gateway.net.nz [210.55.202
.49]
6 506 ms 539 ms 521 ms telecom-sdn-ak1-dom.akcr8.global-gateway.net.nz
[203.96.65.198]
7 461 ms 572 ms 564 ms 146.171.18.210
8 396 ms 429 ms 351 ms telecom.co.nz [146.171.18.242]

Pinging 210.55.69.16 with 32 bytes of data:
Reply from 210.55.69.16: bytes=32 time=458ms TTL=126
Reply from 210.55.69.16: bytes=32 time=366ms TTL=126
Reply from 210.55.69.16: bytes=32 time=534ms TTL=126
Reply from 210.55.69.16: bytes=32 time=418ms TTL=126
Reply from 210.55.69.16: bytes=32 time=472ms TTL=126
Reply from 210.55.69.16: bytes=32 time=498ms TTL=126
Reply from 210.55.69.16: bytes=32 time=459ms TTL=126

[snip]

So I rung telecom yesterday because everyone was raging about the net being so unresponsive,
turns out they weren't interested in my complaint as expected.

Blanket response of Bigtime has traffic management, don't use it for gaming!
[snip]

Hi there... Something looks odd from the quoted tracert and ping responses above...

The tracert looks like it goes to telecom.co.nz and resolves to 146.171.18.242 (which is the correct IP) but the ping then quoted is to 210.55.69.16.

I tried a reverse lookup for it and didn't get a match - it's a Telecom IP address by the look of it though.

What actual comment did you type for the ping command? Was it
ping telecom.co.nz
ping 210.55.69.16

or something else?

What sort of results do you get if you
ping 146.171.18.242

I'm not saying there isn't anything wrong, but we need to understand exactly what the nature of the issue is before it can be addressed further.

Cheers - Neil G

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Magitek

7 posts

Wannabe Geek

#292911 25-Jan-2010 16:58

It's my gateway.

Because it's not the ping to telecom that is the problem, it's the latency my gateway is generating.

I got 50ms to telecom at the moment. You can see my ping during the issue from the tracert also.

Talkiet

4819 posts

Uber Geek
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#292912 25-Jan-2010 17:07

Magitek: It's my gateway.

Because it's not the ping to telecom that is the problem, it's the latency my gateway is generating.

I got 50ms to telecom at the moment. You can see my ping during the issue from the tracert also.

Ah of course - I see now from the tracert.

In that case however it's _definitely_ not the Big Time traffic management as traffic between your assigned gateway doesn't go through the devices used.

If you haven't already, please log a call with the helpdesk as well and PM me the incident number, your phone number and username. After a call has been logged (don't bother logging another if you already have an incident number for this issue) I'll draw someones attention to this issue.

Regards
Neil G

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

nzpat

167 posts

Master Geek

#292913 25-Jan-2010 17:11

In other news, Big Time seems to be working pretty darn well for me at the moment (900 - 1.2mbps movie downloads), youtube is now working properly, my only gripe is damn slow rapidshare but I can live with that.

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