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10 posts

Wannabe Geek


#268501 22-Mar-2020 17:13
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Hello,

 

First time poster, occasional reader. Any help would be greatly appreciated. I’m not a network engineer but am more knowledgable than your average Joe.

 

I work from home for a multi-channel commerce business using VOIP software running on a Twilio backend. I’ve worked using this software at three addresses – one with Spark, one with Slingshot, and one with Trustpower. All except Trustpower have been fine.

 

We moved into a new place a few months ago with our landlords living upstairs. They have a preexisting fibre connection with Trustpower and have setup an Ethernet port in my office that runs to their router. 

 

Even since moving into this place I’ve had intermittent issues with calls dropping out (after maybe 5-10 minutes.) The issue is not bad enough that other services seem to be affected. (Normal webpages, streaming, etc. still tends to be mostly okay.) This issue happens for a few days every couple of weeks – enough to make working from home near impossible. Speaking with my ops team at work they can see every call is tagged as high latency and think this is the reason the calls are dropping. 

 

I’ve spoken to Trustpower directly and they’ve been hugely unhelpful. They see no issues on their end and think the software is to blame. We’ve eliminated potential local issues (reset the router, tried different devices/cables, etc.) Again, same software is working fine from other locations (and has for months.) We also have many other employees across New Zealand and the rest of the world not having issues.  

 

I’ve been reluctant to look into this but am now considering setting up with our own ISP – likely either 2degrees or Voyager. Would anyone be able to guess whether a new ISP would likely be a solve to this? I’ve run trace routes and speed tests that have been mostly inconclusive to my eyes – although loaded latency with fast.com does seem higher on Trustpower than with Spark. I wouldn’t want to switch to another ISP to have the same issue if it comes down to wiring or something like that. 

 

Thanks in advance for any help!


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  #2443959 22-Mar-2020 17:33
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Hi doubt latency will be an issue, but the fact that Trustpower use CG-NAT maybe, ie you are behind a double nat which might be a problem or more likely the CG-NAT is closing off connections sooner than your app desires, this is a not uncommon issue with CG-NAT

@noroad might be able to shed some light



Cyril



10 posts

Wannabe Geek


  #2443972 22-Mar-2020 17:56
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cyril7: Hi doubt latency will be an issue, but the fact that Trustpower use CG-NAT maybe, ie you are behind a double nat which might be a problem or more likely the CG-NAT is closing off connections sooner than your app desires, this is a not uncommon issue with CG-NAT

@noroad might be able to shed some light



Cyril

 

 

 

Thanks for getting back to me so quickly! Assuming I'm following you correctly, I don't think it's a double NAT issue. I've tried being connected to the landlord's router directly (through the Ethernet jack in the wall) as well as through our own router > ethernet jack > their router and the difference is negligible – maybe a 1ms or 2 higher at the beginning of a trace route for example. Our router is in bridging mode too and is more than happy to let the Trustpower router handle the DHCP server. 

 

If it's any help, here's a comparison between our Trustpower connection and one from Spark (at a different location) a few days ago:

 

Trustpower: https://screenshot.click/03-22-s2ymr-nl1wb.png (just now)

 

Spark: https://screenshot.click/03-22-hfeq2-kxv4z.png (couple days ago)

 

Cheers!


 
 
 
 


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  #2443975 22-Mar-2020 17:58
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Hi, I think you missed a point, because there is a NAT between the Internet and customers in Transpowers network, then a NAT in your Router, you have double NAT, this is what CG-NAT does, it has nothing to do with you internal network.

 

Cyril


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Master Geek


  #2443976 22-Mar-2020 18:00
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the latency all depends on how far away from the speedtest server you are, however i would recommend using the ookla one and to the trustpower server as it will give you a more accurate test



10 posts

Wannabe Geek


  #2443978 22-Mar-2020 18:02
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cyril7:

 

Hi, I think you missed a point, because there is a NAT between the Internet and customers in Transpowers network, then a NAT in your Router, you have double NAT, this is what CG-NAT does, it has nothing to do with you internal network.

 

Cyril

 

 

Ah, okay! So assuming that's the issue, I'd basically need another ISP that doesn't use a CG-NAT (like 2degrees with a static IP) or Voyager? Appreciate your advice :) 




10 posts

Wannabe Geek


  #2443981 22-Mar-2020 18:05
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halper86: the latency all depends on how far away from the speedtest server you are, however i would recommend using the ookla one and to the trustpower server as it will give you a more accurate test

 

Here's those results:

 

https://www.speedtest.net/my-result/d/169974379


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Ultimate Geek


  #2443984 22-Mar-2020 18:06
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Personally I would go with Voyager over 2D, there is a one off charge of $15 for a static IP.

 

I have had nothing but fantastic support from Voyager, I have hardly had to call them.

 

John





I know enough to be dangerous


 
 
 
 


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  #2443985 22-Mar-2020 18:07
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Hi, Simon, so that speedtest is 11mS to Auckland, where are you

 

Cyril




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Wannabe Geek


  #2443995 22-Mar-2020 18:24
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cyril7:

 

Hi, Simon, so that speedtest is 11mS to Auckland, where are you

 

Cyril

 

 

 

 

Wellington. There are closer servers, just no Trustpower ones I could see. 


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  #2444000 22-Mar-2020 18:27
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OK, so 11mS is normaly for Welly to Auck.

 

Cyril




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Wannabe Geek


  #2444004 22-Mar-2020 18:30
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SATTV:

 

Personally I would go with Voyager over 2D, there is a one off charge of $15 for a static IP.

 

I have had nothing but fantastic support from Voyager, I have hardly had to call them.

 

John

 

 

Appreciate the recommendation! From everything I've read Voyager are good. The only thing that would put me off is that they're lesser known – which isn't really a fair knock against them, especially considering how much people seem to like them on Geekzone. They also work out cheaper versus 2degrees so they'd probably going to be my go-to unless there's any good reason I should go with 2degrees. Our mobile is with 2degrees and has been fine, but as they're more expensive month to month that doesn't really win me over at all. 


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  #2444011 22-Mar-2020 18:38
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You can just pay Trustpower $4.95/month for a static IP.





Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+. UAP, UAP AC Pro, UAP AC Pro Mesh, Apple TV 4, Apple TV 4K, iPad Air 1, iPhone 6s, VodaTV Gen 2. If it doesn't move then it's data cabled.




10 posts

Wannabe Geek


  #2444067 22-Mar-2020 19:48
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Spyware:

 

You can just pay Trustpower $4.95/month for a static IP.

 

 

If that turns out to be the fix for the calls dropping I'll be overjoyed. Neither our ops team or Trustpower have ever mentioned that could be a fix (only high latency.) A static IP will be my likely step one, failing that then I'll switch to Voyager. Thanks!


'That VDSL Cat'
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  #2444069 22-Mar-2020 19:59
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cyril7: Hi doubt latency will be an issue, but the fact that Trustpower use CG-NAT maybe, ie you are behind a double nat which might be a problem or more likely the CG-NAT is closing off connections sooner than your app desires, this is a not uncommon issue with CG-NAT

noroad might be able to shed some light



Cyril

 

Pretty sure @taneb1 would be your man, last i checked noroad didnt play a hand in trustpowers network....





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


'That VDSL Cat'
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  #2444070 22-Mar-2020 19:59
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Spyware:


You can just pay Trustpower $4.95/month for a static IP.



they also give dynamic free on their max plan too from memory...





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

 


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