[TelstraClear] Slow International Browsing Thursday am

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Quinny

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#490552 7-Jul-2011 12:43

TCL Christchurch business account here so not just Hutt Valley people.

Cant load anything international pretty much here. Even this page is stuck on ping.chartbeat.net which is prob an ad.

Gbowering

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#490555 7-Jul-2011 12:47

Thanks - we're looking into it now and will keep you updated.

Gremlin

83 posts

Master Geek

#490561 7-Jul-2011 12:56

Looks to me like perhaps one of TCL's peer's is the problem rather than specifically with TCL although even stuff.co.nz seems to be loading images quite a bit slower today

Tracing route to twitter.com [199.59.149.230]
over a maximum of 30 hops:

1    <1 ms    <1 ms    <1 ms E3000 [10.10.10.1]
2     *        *        *     Request timed out.
3     8 ms    12 ms     7 ms lo0.internet.ivpn.pe25.telstraclear.net [218.101.61.124]
4     *        *        *     Request timed out.
5    19 ms    18 ms    17 ms ie1-g-0-0-0.telstraclear.net [203.98.50.1]
6    18 ms    19 ms    19 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]
7    19 ms    31 ms    22 ms 203.167.233.10
8   149 ms   144 ms   143 ms unknown.net.reach.com [202.84.142.110]
9   143 ms   142 ms   143 ms i-3-3.eqla01.bi.reach.com [202.84.251.170]
10   711 ms   713 ms   712 ms gblx-peer.eqla01.pr.reach.com [134.159.63.202]
11     *        *      730 ms twitter-inc.tengigabitethernet4-3.ar2.pao2.gblx.net [64.213.78.230]
12   735 ms   736 ms     *     199.16.159.49
13   737 ms   735 ms   736 ms www4.twitter.com [199.59.149.230]

Trace complete.

Kiwihosting.net

mattbush

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#490568 7-Jul-2011 13:15

I am surprised that you are aware of it just recently when I have logged 3 calls today with your call centre!!!

really

whats going on here

greminn

181 posts

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#490612 7-Jul-2011 15:04

Well there is obviously nothing wrong and it is all our fault!.. as the so called "Status" page still says "No known problems" - even tho if you ring faults there is a automated message saying that there is a problem...

dumb and dumber

Whats going on there at telstraclear?

Quinny

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#490617 7-Jul-2011 15:14

Looks fixed. Thanks for the hard work guys.

I have 1-2 pages not loading still but could be them. Majority just came right.

Lego

Shop now for Lego sets and other gifts (affiliate link).

Gbowering

58 posts

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#490638 7-Jul-2011 15:24

This issue appears to have been resolved. Thanks everyone for your help and apologies for the inconvenience. Having Geekzoners provide the problematic sites helped pinpoint the issue.

The problem was outside our network and was with an upstream provider. Our network was and is operating as expected.

Thanks again,

Gary

Gbowering

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#490672 7-Jul-2011 16:25

Hi all - a final update for you. We're told the problem is resolved. We’ve also been told that Telecom customers would have also been affected. I guess the speed and quality of our cable service meant our customers noticed the problem first (and more). Again, our apologies.

TelstraClear

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TelstraClear

#490677 7-Jul-2011 16:33

Gbowering: Hi all - a final update for you. We're told the problem is resolved. We’ve also been told that Telecom customers would have also been affected. I guess the speed and quality of our cable service meant our customers noticed the problem first (and more). Again, our apologies.

Thanks Gary, couldn't have said it better myself ;)

greminn

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#490682 7-Jul-2011 16:47

Gbowering: Hi all - a final update for you. We're told the problem is resolved. We’ve also been told that Telecom customers would have also been affected. I guess the speed and quality of our cable service meant our customers noticed the problem first (and more). Again, our apologies.

yes- thanks! Awesome to have service restored to normal, thanks for your hard work guys!

One little thing... (mentioned in jest)

Gbowering

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#490688 7-Jul-2011 16:58

Hi Gremmin.

We had to test to see if there was a network issue first (as I understand it, it doesn't seem to have affected everyone and not all the time for each user or site). As soon as we identified it, we notified the upstream supplier, and they fixed it before we had time to change the service status. I guess that's a good thing though - means a quick fix!

Gary

HP

Shop now for HP laptops and other devices (affiliate link).

greminn

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#490730 7-Jul-2011 18:51

Gbowering: Hi Gremmin.

We had to test to see if there was a network issue first (as I understand it, it doesn't seem to have affected everyone and not all the time for each user or site). As soon as we identified it, we notified the upstream supplier, and they fixed it before we had time to change the service status. I guess that's a good thing though - means a quick fix!

Gary

Thanks Gary - really appreciate your reply!

Look - i know that things happen, and i know that things sometimes take time to fault find and fix - i dont have an issue with that at all. And as above, we all appreciate the work you guys do to get things fixed ASAP.

But what i was asking about is why was your network status page not updated?

You say above that you didnt have time to update it... but I spoke to your faults team at 8:45am this morning and their exact words were: "we are aware of the issue, there is some optimization work being done and this should be resolved by mid-day". Byt midday you even had a recorded message on the faults line (half way thru the day) to state that there is an issue... yet still the status page was not updated. The issue was resolved at 4/5pm.. and the status page was never updated...

Im guessing there is a status page for a reason right? For customers to check to see if there is an issue? I check this first before ringing faults - why should I waste peoples time (mine and faults) if i know that there is an issue?

Why have a status page if you are not going to update it?

</rant off - sorry>

Cheers!!!

Simon

MikeB4

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#490771 7-Jul-2011 20:18

greminn:
Gbowering: Hi Gremmin.

We had to test to see if there was a network issue first (as I understand it, it doesn't seem to have affected everyone and not all the time for each user or site). As soon as we identified it, we notified the upstream supplier, and they fixed it before we had time to change the service status. I guess that's a good thing though - means a quick fix!

Gary

Thanks Gary - really appreciate your reply!

Look - i know that things happen, and i know that things sometimes take time to fault find and fix - i dont have an issue with that at all. And as above, we all appreciate the work you guys do to get things fixed ASAP.

But what i was asking about is why was your network status page not updated?

You say above that you didnt have time to update it... but I spoke to your faults team at 8:45am this morning and their exact words were: "we are aware of the issue, there is some optimization work being done and this should be resolved by mid-day". Byt midday you even had a recorded message on the faults line (half way thru the day) to state that there is an issue... yet still the status page was not updated. The issue was resolved at 4/5pm.. and the status page was never updated...

Im guessing there is a status page for a reason right? For customers to check to see if there is an issue? I check this first before ringing faults - why should I waste peoples time (mine and faults) if i know that there is an issue?

Why have a status page if you are not going to update it?

Cheers!!!

Simon

Telstraclear did state the following here....

"The problem was outside our network and was with an upstream provider. Our network was and is operating as expected."

Therefore they could not put a status statement re their Network as the issue was outside their Network. It would false to do otherwise. It maybe semantics but they need to be careful with status statements.

Here is a crazy notion, lets give peace a chance.

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