[TelstraClear] Is it just me or has Telstra started going downhill?

Forums › One NZ (including Farmside) › [TelstraClear] Is it just me or has Telstra started going downhill?

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jonherries

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#720701 21-Nov-2012 12:29

Interesting discussion on the issue. I had a couple of thoughts to share...

Presuming the above conversation is correct and the fault is "outside the TC network" but only affects TC customers, I would suggest that for most customers that is irrelevant and they may choose a different ISP where this is not an issue (depending on how deperate they are to watch cat videos and then comment).

If this supposition is correct and then becomes substantive, TC may need to consider their investment in the relationship they have with Google/Youtube.

Not that this investment will necessarily fix the problem, but generally I find that lots of broken stuff gets fixed by knowing the right person and having a good relationship with them. Ironically this is the kind of investment difficult to quantify in terms of ROI.

Jon

DonGould

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#720788 21-Nov-2012 14:49

TelstraClear: Hi everyone - yes, if you do have an issue please log a fault. I can't help you if you haven't logged a fault first and the tech team have had a chance to investigate.

Also, we’re aware that some customers have reported intermittent poor YouTube performance. If there is an issue, it's outside our network. We have raised a ticket with Google.

Cheers, Gary

My bold on the important part of that post.

I took this to mean that if I had any sort of issue then to please log a fault so that TCL can see how wide spread it is.

In the past I have been told that providers do not consider faults until they've been raised by enough people! I think we've all been down this track.

With respect to the fault resolution process - would you like me to post a recording of the conversation?! (It's as bad as the last one I send you.)

TelstraClear: Guys - as mentioned, the problem is outside our network, so there is no ticket as there is no issue that we can resolve. As we do in these cases, we will continue to raise it with Google/YouTube on behalf of our customers. You should contact Google/YouTube them if you wish to log the fault. We are doing what we can to alert them that they have an issue that is impacting their users.

Cheers, Gary

Sure... you really want 'me' to log a fault with Google directly?!

Can you please advise me how your network is configured so I can best understand what I need to say to Google?

Further to the advice of your L1HD, I had a quick look at the dns configuration on 8.8.8.8

It seems you're network is intercepting port 53 and throwing it at our own ns server array, so it actually gives me exactly the same results.


dig www.youtube.com 

dig www.youtube.com 8.8.8.8

I ran the same dig test on two other providers just to compare.

Peter if you're about can you please PM me an example from your network to compare.

Before I talk to Google directly I'd like to understand a lot more about how this space works so I can ask more sensible and qualified questions.

Peter or Gary, could you also provide me with some points of contact that I might ask sensible questions to.

TelstraClear:
freitasm: I just don't think it's appropriate for one telco to comment on other telco's procedures, that's all.

Agree - especially when what is said is inaccurate :-) Please allow me to make it clear:

I agree as well. NZ and NA NOG's really are better places to be talking about network operations as this is very clearly an operational issue and that is where I will start to get a better understanding of how Google treats different providers globally.

TelstraClear: ... If there is an issue, it's outside our network. ...

Cheers, Gary



~# dig www.youtube.com

; <<>> DiG 9.7.3 <<>> www.youtube.com
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 52590
;; flags: qr rd ra; QUERY: 1, ANSWER: 17, AUTHORITY: 4, ADDITIONAL: 4

;; QUESTION SECTION:
;www.youtube.com.               IN      A

;; ANSWER SECTION:
www.youtube.com.        69688   IN      CNAME   youtube-ui.l.google.com.
youtube-ui.l.google.com. 264    IN      A       203.97.30.144
youtube-ui.l.google.com. 264    IN      A       203.97.30.148
youtube-ui.l.google.com. 264    IN      A       203.97.30.152
youtube-ui.l.google.com. 264    IN      A       203.97.30.154
youtube-ui.l.google.com. 264    IN      A       203.97.30.155
youtube-ui.l.google.com. 264    IN      A       203.97.30.159
youtube-ui.l.google.com. 264    IN      A       203.97.30.163
youtube-ui.l.google.com. 264    IN      A       203.97.30.165
youtube-ui.l.google.com. 264    IN      A       203.97.30.166
youtube-ui.l.google.com. 264    IN      A       203.97.30.170
youtube-ui.l.google.com. 264    IN      A       203.97.30.174
youtube-ui.l.google.com. 264    IN      A       203.97.30.176
youtube-ui.l.google.com. 264    IN      A       203.97.30.177
youtube-ui.l.google.com. 264    IN      A       203.97.30.181
youtube-ui.l.google.com. 264    IN      A       203.97.30.185
youtube-ui.l.google.com. 264    IN      A       203.97.30.187

;; AUTHORITY SECTION:
youtube.com.            156086  IN      NS      ns3.google.com.
youtube.com.            156086  IN      NS      ns4.google.com.
youtube.com.            156086  IN      NS      ns2.google.com.
youtube.com.            156086  IN      NS      ns1.google.com.

# whois 203.97.30.144

inetnum:        203.97.0.0 - 203.97.127.255
netname:        TELSTRACLEAR-NZ
descr:          TelstraClear Ltd
country:        NZ
admin-c:        TAC3-AP
tech-c:         TTC7-AP
notify:         apnic.changes@team.telstraclear.co.nz
mnt-by:         APNIC-HM
mnt-lower:      MAINT-NZ-TELSTRACLEAR
status:         ALLOCATED PORTABLE
changed:        hm-changed@apnic.net 19960101
changed:        netobjs@clear.net.nz 20010624
changed:        hm-changed@apnic.net 20041214
changed:        hm-changed@apnic.net 20050216
source:         APNIC

This IS an issue in side your network Gary.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

TelstraClear

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#720828 21-Nov-2012 15:47

Hi everyone. I'll keep you updated on this. Google have acknowledged our ticket and advised that they're looking into this. We are passing on to Google any posts that will assist their troubleshooting (such as this one by MaxLV).

Don - thanks for your post, but it's the troublesome embedded content that is important as Google needs to determine where it is served from (content can be served from many different places into the one webpage) and not where the general page content is served.

Please note - the problem is definitely outside our network but we will work with Google and any other providers as required to improve the YouTube experience for our customers.

If you are experiencing this intermittent issue with YouTube videos, and want to provide a good description that may assist Google to troubleshoot, please post or PM it and we'll pass it on.

If you are experienceing problems with all YouTube videos (as I think someone mentioned) please PM me as well and we'll look into that for you as that could indicate a problem with your connection.

Cheers, Gary

Ropata

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#720888 21-Nov-2012 17:15

Hey Gary, how do i log a fault? I've already had a tech around this week which seems to have improved my download but check out my upload. Should i PM you all my details or ring up?

BurningBeard

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#721039 21-Nov-2012 23:02

Ropata:
Hey Gary, how do i log a fault? I've already had a tech around this week which seems to have improved my download but check out my upload. Should i PM you all my details or ring up?

Dang, I need to get on the phone too. I get around 15mbps download and about 2 upload.

My very metal Doctor Who theme

DonGould

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#721125 22-Nov-2012 09:16

BurningBeard:
Ropata:
Hey Gary, how do i log a fault? I've already had a tech around this week which seems to have improved my download but check out my upload. Should i PM you all my details or ring up?

Dang, I need to get on the phone too. I get around 15mbps download and about 2 upload.

Ya, that's controlled by profile settings on your account in one system.

To get 100/10 you need the newer DOCSIS3 modem which they provide for free when you upgrade to a warp speed plan.

Ropata's account looks like it's just had the wrong value set on the up stream side. Though if he's had a tech visit and this wasn't picked up, one wonders what's really going on.

D

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

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TelstraClear

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#721156 22-Nov-2012 09:51

Hi guys. PM your account numbers and I'll ask the team to look into it.

Cheers, Gary

SteveON

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#721161 22-Nov-2012 09:54

I hope Vodafone put a push into their set top boxes, OMG ... Changing channel is super frustratingly slow & delayed.

CourtJester

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#723352 27-Nov-2012 05:46

jim.cox:
freitasm: Somehow I don't think Vodafone will have an impact in the network side of the business any time soon.

But with any luck Vodafone will be able to teach them a thing or two about customer service

Step one for Vodafone will be to eliminate the TelstraClear call center on the 9th floor of the Philipian Stock Building in Manila, step two will be retiring the NZ based residential customer services team (excluding tech support) and employing and resourcing staff to Vodafone's vastly supperior standard.

One really has to wonder where telstraclear's management are having lunch? And whether they ever review call centre logs and / or customer complaints?

keenbee

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#723428 27-Nov-2012 09:25

SteveON: I hope Vodafone put a push into their set top boxes, OMG ... Changing channel is super frustratingly slow & delayed.

I know right.... Changing channel on the tbox takes forever, as well as just dijg everyday tasks. The non t box units on the other hand are super fast.

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