Facebook and other sites periodically not working on Telecom DSL

Forums › Spark New Zealand (including Skinny and BigPipe) › Facebook and other sites periodically not working on Telecom DSL

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#561863 27-Dec-2011 15:55

Ragnor: The fastest and least annoying way to report these kind of issues to Telecom so they know about it and can fix it is via Email us form on
http://www.telecom.co.nz/help/other/contact

The problem, especially from my POV, in reporting this problem is that is infrequent enough to be hard to reproduce, but frequent enough to be annoying. And as a software developer, I fully appreciate how difficult it can be to fix an issue you cannot reproduce. Or to know with 100% certainty that you've actually fixed it.

Ragnor

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#562041 28-Dec-2011 07:53

dclegg:
Ragnor: The fastest and least annoying way to report these kind of issues to Telecom so they know about it and can fix it is via Email us form on
http://www.telecom.co.nz/help/other/contact

The problem, especially from my POV, in reporting this problem is that is infrequent enough to be hard to reproduce, but frequent enough to be annoying. And as a software developer, I fully appreciate how difficult it can be to fix an issue you cannot reproduce. Or to know with 100% certainty that you've actually fixed it.

Still worth reporting because if they get enough reports they will likely spot a pattern, eg: regional issue or particular subnet/ip range etc.

dclegg

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#562047 28-Dec-2011 08:08

Ragnor:
Still worth reporting because if they get enough reports they will likely spot a pattern, eg: regional issue or particular subnet/ip range etc.

Yeah, thats a fair point. It happened again this morning when my wife was browsing TradeMe. One minute the server could be resolved, then it couldn't. I told her to come back a couple of minutes later, and it was all peaches and cream again.

gurumeditation

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#562050 28-Dec-2011 08:16

I'm fairly sure it is not DNS related but rather something with Telecom's Web caches that is causing the issues. Using Telecom vs External DNS servers makes no difference. We still get periodic pages not loading and like you say you reload the page a minute later and it works again. It's been happening for a while now and like many on the board I couldn't be bothered reporting it as it was intermittent enough for me not to care too much.

However, it got to the point where the wife started complaining enough for me to post here and get other people's experiences - and it seems we are not alone which is good to know.

I could try logging a case with Telecom but I know the pain and suffering that will entail trying to explain to some customer support tech in Indonesia that I don't need to reboot windows or reset my router etc. etc.!

Azzura

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#562051 28-Dec-2011 08:22

I could try logging a case with Telecom but I know the pain and suffering that will entail trying to explain to some customer support tech in Indonesia that I don't need to reboot windows or reset my router etc. etc.!

My thought exactly! Be buggered if I am going to call them up and have them walk me through the trouble shooting routine on my side.

It may be annoying.....but not as annoying as having to go through that with them ;)

BigMal

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#562104 28-Dec-2011 10:47

Same problem here. Telecom ADSL and for some reason facebook usually takes a few refreshes before it loads, same with google.co.nz/ig (iGoogle) but more so with facebook. Not a huge problem but definitley noticeable and like the other poster I'd rather put up with the pain of the page needing a few refreshes than the pain of calling Telecom support.

jonb

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#562129 28-Dec-2011 11:42

Been having similar issues using Telecom DNS settings, facebook not accessible intermittently but m.facebook is alright. "But facebook never goes down" according to the social network film,, And hotmail not working, but other live.com sites available. Ok at the moment though..

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

leaplae

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#562197 28-Dec-2011 18:20

Also having problems with google.co.nz and facebook.com, especially when using chrome. A couple of refreshes usually fixes the problem though.

garvani

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#562212 28-Dec-2011 18:58

I thought it was just me but reading this thread it seems widespread. For facebook if you goto https://www.facebook.com it will work, note the https.

Ragnor

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#562243 28-Dec-2011 20:25

gurumeditation:

I could try logging a case with Telecom but I know the pain and suffering that will entail trying to explain to some customer support tech in Indonesia that I don't need to reboot windows or reset my router etc. etc.!

Azzura:

My thought exactly! Be buggered if I am going to call them up and have them walk me through the trouble shooting routine on my side.

It may be annoying.....but not as annoying as having to go through that with them ;)

Use the "email us" option on the online form, in my experience this goes straight into their helpdesk ticket system and often someone competent will answer rather that a script reading level 1 CSR like you would get on the phone.

http://www.telecom.co.nz/help/other/contact

I would also advise trying to catch evidence of the problem by running with the network tracing part of your web browsers dev tools active

Firebug for Firefox
Ctrl Shift J for inbuilt dev tools in Chrome
F12 for inbuilt IE dev tools (IE8 and 9)

The network tab is what you want in the above ^ see if you can drill down into the http headers on requests that fail.

Screenshot and attach it to the report you're making via the online form.

It's not affecting me for some reason or I would have done the above already.

OmniouS

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#562401 29-Dec-2011 11:32

My parents are experiencing the same issue as reported above. I was just about to create a new thread but stumbled across this one first :)

Off to Telecom's site to create a ticket.

Cheers

dclegg

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#562404 29-Dec-2011 11:37

Ragnor:

I would also advise trying to catch evidence of the problem by running with the network tracing part of your web browsers dev tools active

Firebug for Firefox
Ctrl Shift J for inbuilt dev tools in Chrome
F12 for inbuilt IE dev tools (IE8 and 9)

Good idea. I'd also add that the keyboard shortcut for OSX Chrome users is Alt+Command+I

freitasm

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#562749 30-Dec-2011 00:30

And yet no one reported this in our ISP faults page.

Could you folks please report those things? Even though ISPs might not look at those, at least other users know something is up, and more data for us to get answers from ISPs.

dclegg

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#562785 30-Dec-2011 09:16

freitasm: And yet no one reported this in our ISP faults page.

Could you folks please report those things? Even though ISPs might not look at those, at least other users know something is up, and more data for us to get answers from ISPs.

Fair enough.

The reason I've not done this in the past is that by the time I've filled out the fault, the issue has resolved itself. But at least it would be another data point. Bookmarking the page now :-)

plambrechtsen

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#562839 30-Dec-2011 11:58

I've also had this issue on my home broadband connection using Firefox and have captured a LAN trace using wireshark showing the issue and logged a call via 0800 225 598.

It seems to TCP reset on certain Google / Facebook IP addresses when requesting so may be an upstream CDN issue, but not sure what the root cause is.

If anyone else has this issue please log a call via the above 0800 number and it can be investigated and linked.

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