[TelstraClear] Page Not Loading, TelstraClear Followup Help?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Page Not Loading, TelstraClear Followup Help?

phantomdb

583 posts

Ultimate Geek

Lifetime subscriber

#103439 7-Jun-2012 09:16

In all fair ness this is a follow up as i posted about this problem a short while ago so for further info the web site that wouldent load was http://www.austech.info/ at 09:13am ThursdaY 7 June

Error Message:
The connection was reset, The connection to the server was reset while the page was loading.

But after 10 am this will work fine.

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phantomdb

583 posts

Ultimate Geek

Lifetime subscriber

#637144 7-Jun-2012 09:19

Won't work from Internet Explorer, Firefox Or a different Computer
Forgot to mention on Cable In Christchurch

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johnr

19282 posts

Uber Geek
Inactive user

#637149 7-Jun-2012 09:22

trace route when it's failing?

phantomdb

583 posts

Ultimate Geek

Lifetime subscriber

#637154 7-Jun-2012 09:27

Tracing route to www.austech.info [112.137.166.196]
over a maximum of 30 hops:

1     1 ms     1 ms     1 ms 192.168.0.234
2     *        *        *     Request timed out.
3    11 ms     9 ms     9 ms 218.101.61.101
4    23 ms    26 ms    57 ms ie2-g-0-0-0.telstraclear.net [203.98.50.2]
5    25 ms    25 ms    23 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]
6    28 ms    24 ms    27 ms 203.167.233.10
7    49 ms    52 ms   433 ms i-0-1-4-1.sydo-core02.bx.telstraglobal.net [202.84.140.181]
8    51 ms    50 ms    49 ms i-0-3-2-0.sydo-core01.bi.telstraglobal.net [202.84.220.190]
9   106 ms   103 ms   106 ms i-3-2.pthp-core01.bi.telstraglobal.net [202.84.249.193]
10   153 ms     *      150 ms i-5-0-0.6ntp-core01.bx.telstraglobal.net [202.84.141.174]
11   157 ms   155 ms   156 ms i-0-3-0-0.6ntp02.bi.telstraglobal.net [202.84.243.82]
12   166 ms   165 ms   171 ms telekom_malysia-peer.6ntp02.pr.telstraglobal.net [134.159.124.114]
13     *        *        *     Request timed out.
14     *        *        *     Request timed out.
15     *        *        *     Request timed out.
16     *        *        *     Request timed out.
17     *        *        *     Request timed out.
18     *        *        *     Request timed out.
19     *        *        *     Request timed out.
20     *        *        *     Request timed out.

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phantomdb

583 posts

Ultimate Geek

Lifetime subscriber

#637164 7-Jun-2012 09:43

As of 09:43am Thursday 7th the page is now loading and the trace route is still failing as i orignally posted

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phantomdb

583 posts

Ultimate Geek

Lifetime subscriber

#637372 7-Jun-2012 15:23

Telstra Clear im looking for some feed back on this

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TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#637383 7-Jun-2012 15:33

phantomdb: Telstra Clear im looking for some feed back on this

Hi phantomdb. As posted in other threads (see below) you need to log any issues if you want them investigated. The Austech Forums load fully and quickly for me, and no one else has reported your problem in the thread. Without an issue logged, and without good information we cannot investigate and resolve issues.

Cheers, Gary

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