[TelstraClear] TC Cable slowdowns 4-6-2012

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] TC Cable slowdowns 4-6-2012 - anyone else?

1 | 2 | 3 | 4 | 5 | 6 | 7

8042 posts

Uber Geek

Trusted

#637166 7-Jun-2012 09:50

I too can't believe it hasn't been made more public, as surely most users will be experiencing this with any international sites, which include the main popular ones such as facebook, youtube etc. Can only assume many users browse NZ only sites, ie read stuff and use trademe only.

T/C's new deal locks people in for 12 months. This is the bit I'm interested in, as I'm in that boat too. Surely if it keeps on like this they're heading for trouble with people wanting to exit early and it will be interesting to see what stance T/C take on that situation.

Poll

343 posts

Ultimate Geek

#637208 7-Jun-2012 11:03

Add me to the boat of people having trouble with international traffic on cable in Christchurch.

Lias

5589 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#637238 7-Jun-2012 11:30

Ditto for crap international lately.

Upgrade to DOCSIS3, and go absolutely nowhere fast.. *sigh*

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

Ragnor

8219 posts

Uber Geek

Trusted

#637323 7-Jun-2012 13:48

As a work around wouldn't using https (facebook, google, youtube) where possible and/or a VPN bypass the proxy cluster?

I guess if the DPI/classifying part of the network is affected this won't help but it's worth a try.

Jaxson

8042 posts

Uber Geek

Trusted

#637362 7-Jun-2012 15:11

Ragnor: As a work around wouldn't using https (facebook, google, youtube) where possible and/or a VPN bypass the proxy cluster?

I guess if the DPI/classifying part of the network is affected this won't help but it's worth a try.

Thanks, I'll give that a go. Appreciate any info from anyone which helps, even if it's not a permanent fix.

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#637375 7-Jun-2012 15:27

Hi everyone.

A few weeks ago TelstraClear bought substantial extra international capacity for its network and most customers are noticing an improved Internet experience. Please remember that there are many factors that can impact on Internet speeds and you may not always notice a difference. Consumer NZ has a good backgrounder to this here: http://www.consumerspeedtest.org.nz/about.php

Some customers, particularly those in the Bay of Plenty and parts of Waikato, Taranaki and Manawatu, were also being affected by congestion. Most of these have been addressed, although there is still work being done in some places.

If you are in other parts of the country and are experiencing slower speeds than you usually get please log this so that we can investigate. We cannot track a problem and resolve it if you do not provide us with good information. Please let us know what websites you are finding slow to load and what time you tried accessing them. The information we need includes:

The website and whether it’s HTTP or HTTPS
Day and time you tried accessing the website
The behaviour you observed (eg, very slow loading, only some parts loading etc)
Error messages your browser returned
Traceroute data if possible, or anything else that you think might help us find and resolve your issue
Result of the TelstraClear speed test at http://www.telstraclear.co.nz/customer-zone/speedtest/

You can log an issue by calling us on 0508 888 800 or online at https://telstraclear.custhelp.com/app/residential/ask/p/383 (Under ‘Topic’ choose ‘Residential’, ‘HighSpeed Internet’, ‘HighSpeed Internet Fault’. You can attach documents from the form, so you can send us screenshots, logs etc. If you use this facility to log something you will then be able to log in to your account on Customer Zone and see your support history, associated reference numbers, your messages to us and the TelstraClear responses.

Please also keep a note of your ticket number and update us with other sites that you find are slow to load or do not load at all, or other behaviour that could help us isolate the issue. When you log an issue you will be given an email address that you can send this extra information to.

Note that the results of other speed test sites do not help us identify problems. This is because there are too many variables involved (as noted in the Consumer NZ backgrounder) for the results to have any meaning. For example, how many others are accessing that test site when you are, and the different servers and networks routes that can be causing bottlenecks between your machine and the speed test site.

Hope this is useful. Gary

mattbush

784 posts

Ultimate Geek
Inactive user

#637414 7-Jun-2012 16:35

Gary,

Do you have any advise on how to connect to a reasonable operator who understands what we request. Most of us have given up now.

I am sure that if you reread this thread you will see that its ALL about international speeds and NOT national and is seeming to affect cable customers more and has been occurring in all cable areas ie chch kapiti and Welly.

Also as stated, it is a very very obvious speed dip when it occurs and is very easy to replicate on most international sites usually in the evenings only. Please feel free to try for yourself, although things appear a bit better today so i am hoping it has been fixed.

Most of us usually do call your helpdesk but get brushed off with it being a browser error etc so write about it here to see if anyone else is getting the same problem.

Thanks for your response.

Lenovo

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

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#637422 7-Jun-2012 16:54

Hi all,

Not everyone is seeing what some here are reporting. Our network has been extensively checked and tested and it is working to specification, so we need more information to try and work out what you're reporting.

You need to log any issues if you want them investigated, either by calling or using the online form.

This is important: without an issue logged, and without good information on that issue, we cannot properly investigate and resolve it.

Trying to pinpoint Internet issues without good information is like expecting a taxi to pick you up from your house when all you've told the driver is what suburb you live in.

Please log the issue and provide the information. We take network performance very seriously, but cannot look into reported issues without good data.

Cheers, Gary

timmmay

20578 posts

Uber Geek

Trusted

Lifetime subscriber

#637438 7-Jun-2012 17:11

I have to say that right now it's working just fine. If it comes back I'll log it as requested.

thewanderingv

185 posts

Master Geek

#637514 7-Jun-2012 20:51

+1 for problems out of Wellington over the last few days. TelstraClear's speedtest gives me 99 MB/s, but then downloading the Spotify app took me close to an hour at 14 KB/sec. That's close to dial-up. Some sites are quick, most either don't load, or load at very slow speeds. Given that I've been a happy customer for 9 months, I really do think there seems to be something wrong.

I guess I will log a complaint. I have a lot of respect for Gary and his team, but a lot less respect for TelstraClear's main traditional support channels... so my expectations are very limited.

DoomlordVekk

129 posts

Master Geek

Trusted

#637525 7-Jun-2012 21:30

timmmay: I have to say that right now it's working just fine. If it comes back I'll log it as requested.

Has it been 'ok' for the evening thus far?
As opposed to it's recent 'sub-optimal' delivery?

"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

Shoes2468

785 posts

Ultimate Geek

#637527 7-Jun-2012 21:31

I must say this morning for me was super bad, I will lodge a ticket when this happens again, pings to googe.co.nz would some times time out and other times get through and I struggled to load Google and various other sites.

timmmay

20578 posts

Uber Geek

Trusted

Lifetime subscriber

#637532 7-Jun-2012 21:34

DoomlordVekk:
timmmay: I have to say that right now it's working just fine. If it comes back I'll log it as requested.

Has it been 'ok' for the evening thus far?
As opposed to it's recent 'sub-optimal' delivery?

Yes this evening has been good, quick and snappy even in peak times, the way it usually is.

wiifm69

6 posts

Wannabe Geek

#637585 8-Jun-2012 00:26

TelstraClear:

If you are in other parts of the country and are experiencing slower speeds than you usually get please log this so that we can investigate. We cannot track a problem and resolve it if you do not provide us with good information. Please let us know what websites you are finding slow to load and what time you tried accessing them. The information we need includes:
The website and whether it’s HTTP or HTTPS
Day and time you tried accessing the website
The behaviour you observed (eg, very slow loading, only some parts loading etc)
Error messages your browser returned
Traceroute data if possible, or anything else that you think might help us find and resolve your issue
Result of the TelstraClear speed test at http://www.telstraclear.co.nz/customer-zone/speedtest/
You can log an issue by calling us on 0508 888 800 or online at https://telstraclear.custhelp.com/app/residential/ask/p/383 (Under ‘Topic’ choose ‘Residential’, ‘HighSpeed Internet’, ‘HighSpeed Internet Fault’. You can attach documents from the form, so you can send us screenshots, logs etc. If you use this facility to log something you will then be able to log in to your account on Customer Zone and see your support history, associated reference numbers, your messages to us and the TelstraClear responses.

Hi Gary,

I have just logged a ticket with you guys around this issue. Below is a copy of my ticket in case it helps anyone else out

------------------------------------------------------------------

Hi there,

Ever since upgrading to the 100 Mbit plan on your Wellington cable network, my international traffic performance has been abysmal. For me, a browse a lot of sites, that use high volumes of data.

A primary channel for me is Youtube.

Prior to the 'upgrade' (on 15 Mbit down), I could happily stream 720p from all the latest podcasts/videos etc on Youtube.

Ever since the the 'upgrade' I am forced to constantly buffer, and can show proof that even a 240p video will *still* buffer on my current connection.

Details that Gary asked to provide on the Geekzone forums

1) The website and whether it’s HTTP or HTTPS

It is Youtube over HTTPS (all traffic)

2) Day and time you tried accessing the website

Anytime, no difference is made. I am currently experiencing the issue, it sure as anything is not peak time (it is 12.18am)

3) The behaviour you observed (eg, very slow loading, only some parts loading etc)

Videos constantly buffer, some just flat out refuse to even start buffering. This is evident with both the flash based player and the HTML5 player

4) Error messages your browser returned

Just a frustrating video that will never download

5) Traceroute data if possible, or anything else that you think might help us find and resolve your issue

Here are two URL's that are loaded from your caching proxies, that clearly do not work as expected

On a side note - what does "algorithm=throttle-factor" even mean?

and the video itself

A traceroute if that helps:

C:\Users\sean>tracert o-o.preferred.telstraclear-akl1.v14.lscache1.c.youtube.com

Tracing route to o-o.preferred.telstraclear-akl1.v14.lscache1.c.youtube.com [203
.97.30.141]
over a maximum of 30 hops:

1    2     *        *        *     Request timed out.
3    11 ms    11 ms    11 ms lo0.internet.ivpn.pe19.telstraclear.net [218.101
.61.100]
4    19 ms    19 ms    33 ms 203.97.30.131
5    23 ms    19 ms    23 ms o-o.preferred.telstraclear-akl1.v14.lscache1.c.y
outube.com [203.97.30.141]

Trace complete.

6) Result of the TelstraClear speed test at http://www.telstraclear.co.nz/customer-zone/speedtest/

58 Mbit down
9.50 Mbit up

Will be posting this to Geekzone as well. Please keep me in the loop as to what can be done here, this is getting ridiculous

Regards
Sean

Jaxson

8042 posts

Uber Geek

Trusted

#637620 8-Jun-2012 08:01

wiifm69:

1) The website and whether it’s HTTP or HTTPS

It is Youtube over HTTPS (all traffic)

2) Day and time you tried accessing the website

Anytime, no difference is made. I am currently experiencing the issue, it sure as anything is not peak time (it is 12.18am)

3) The behaviour you observed (eg, very slow loading, only some parts loading etc)

Videos constantly buffer, some just flat out refuse to even start buffering. This is evident with both the flash based player and the HTML5 player

4) Error messages your browser returned

Just a frustrating video that will never download

+1

Solve this issue and you'll no doubt be solving mine.

1 | 2 | 3 | 4 | 5 | 6 | 7