Slow YouTube (and other Google services) recently

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709 posts

Ultimate Geek

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#2706386 12-May-2021 08:45

rugrat: I haven’t disabled IPv6 in the fritz modem. The green IPv6 shows at top of page in Geekzone, yet YouTube is running perfectly here. 99.9% time I’m running it in an applic, not web browser if that makes any difference.

For what it's worth, YouTube seems okay for me on my LG CX. But on my desktop I often get slow speeds to Drive, Photos, Docs/Sheets, Gmail, etc.

I do also work from home and we use Google Workspace quite extensively. Maybe I need to do some shopping around as well.

morganbrowne

161 posts

Master Geek

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#2706394 12-May-2021 08:50

Hi, as mentioned, I'd come back when I hear back from our network team, which I now have.

We’ve tried replicating the issue at our end but haven’t been able to. We've also been asking our care team but seems like there haven’t been customer reports about it to us directly, aside from the report I pulled from your feedback.

Our network team have also taken it up with Google but couldn’t find any sort of issues. We are doing some more testing which will take more time. Initially we're thinking that if you're using your own DNS servers and routers that may be the problem here but we can’t be too sure as a lot of variables come into play for end users.

We're doing more testing.

Cheers

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

Khann

28 posts

Geek

#2706411 12-May-2021 09:08

I’m one of the people having problems and I use ISP DNS with the provided Fritz modern.

That said, disabling IPv6 solves the issue.

freitasm

BDFL - Memuneh
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#2706426 12-May-2021 09:30

arnies:

michaelmurfy:

Any update here? The responsiveness to incidents, especially networking incidents has severely degraded over the last year :(

Coincides with a GZ user leaving too? 🤔😀

Yep, seems fitting.

Noodles

487 posts

Ultimate Geek

#2706524 12-May-2021 12:29

Any updates here? This is getting to be very frustrating. Both home and work are on 2D gigabit fibre, but there's times when Youtube struggles to stream HD streams and says the network connection is only 2Mb/s whereas Speedtest shows 500Mb/s down, 350Mb/s up (due to Wi-Fi)

arnies

525 posts

Ultimate Geek

#2706556 12-May-2021 13:37

Noodles:

Any updates here? This is getting to be very frustrating. Both home and work are on 2D gigabit fibre, but there's times when Youtube struggles to stream HD streams and says the network connection is only 2Mb/s whereas Speedtest shows 500Mb/s down, 350Mb/s up (due to Wi-Fi)

This is the update https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=284325&page_no=6#2706394

I'm not sure how 2D can't reproduce when it seems to easy to reproduce for us here.

michaelmurfy

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#2706558 12-May-2021 13:40

morganbrowne:

We’ve tried replicating the issue at our end but haven’t been able to. We've also been asking our care team but seems like there haven’t been customer reports about it to us directly, aside from the report I pulled from your feedback.

Our network team have also taken it up with Google but couldn’t find any sort of issues. We are doing some more testing which will take more time. Initially we're thinking that if you're using your own DNS servers and routers that may be the problem here but we can’t be too sure as a lot of variables come into play for end users.

We're doing more testing.

Cheers

In the past with these types of incidents 2degrees have worked directly with the customers affected to determine if the issue resides on their own network, or on 2degrees. Given this is affecting customers who are using the 2degrees provided Fritz!Box also like I say there is a wider issue here.

Service is "working" but very slowly. It is a frustrating experience. To be perfectly honest I don't think people without a technical background would be able to diagnose what the issue is to escalate this in the first place. We know the issue and it is related to IPv6 on some connections and we've had IPv6 issues before (see: https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=231816) which @NickMack triaged and sorted for us.

For me, I can't disable IPv6 as I use it extensively but I can confirm that if I disable IPv6 it "resolves" the issue with Google services.

Issue still persists with the Fritz!Box 7490 on my connection.

I'm personally using 2degrees DNS servers on my network and issue still persists if I use any other DNS server so the issue doesn't seem to be related on the DNS level. Happy for somebody from the network team to contact me and diagnose it on my connection if necessary.

Michael Murphy | https://murfy.nz
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aseni

52 posts

Master Geek

#2706576 12-May-2021 14:02

morganbrowne:

We’ve tried replicating the issue at our end but haven’t been able to. We've also been asking our care team but seems like there haven’t been customer reports about it to us directly, aside from the report I pulled from your feedback.

Happy to provide remote access to a VM on my network if that helps with troubleshooting? Or packet captures comparing good vs bad behaviour?

morganbrowne:

Our network team have also taken it up with Google but couldn’t find any sort of issues. We are doing some more testing which will take more time. Initially we're thinking that if you're using your own DNS servers and routers that may be the problem here but we can’t be too sure as a lot of variables come into play for end users.

For all I've seen so far, it really looks like a problem at Google's end. I can see different behaviour between sessions to the same IP address going through the same route (as far as I can tell). Seems to indicate a problem with one of the servers behind a load balancer or something like that.

Kodiack

709 posts

Ultimate Geek

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#2706579 12-May-2021 14:05

I am also happy to help provide additional troubleshooting and information.

@michaelmurfy thanks for linking that thread. This issue actually seems surprisingly similar - even down to it capping around 280 KB/s!

Thankfully the current issue doesn't seem to be near as widespread, but it is still highly problematic and it's been ongoing for a while now.

freitasm

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#2706584 12-May-2021 14:12

Not to be the pessimist (but being the pessimist), we have seen this before when Vodafone could not find problems with their cable network until they could not hide it anymore...

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=171348

NickMack

962 posts

Ultimate Geek

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#2706586 12-May-2021 14:15

michaelmurfy:

morganbrowne:

We’ve tried replicating the issue at our end but haven’t been able to. We've also been asking our care team but seems like there haven’t been customer reports about it to us directly, aside from the report I pulled from your feedback.

Our network team have also taken it up with Google but couldn’t find any sort of issues. We are doing some more testing which will take more time. Initially we're thinking that if you're using your own DNS servers and routers that may be the problem here but we can’t be too sure as a lot of variables come into play for end users.

We're doing more testing.

Cheers

In the past with these types of incidents 2degrees have worked directly with the customers affected to determine if the issue resides on their own network, or on 2degrees. Given this is affecting customers who are using the 2degrees provided Fritz!Box also like I say there is a wider issue here.

Service is "working" but very slowly. It is a frustrating experience. To be perfectly honest I don't think people without a technical background would be able to diagnose what the issue is to escalate this in the first place. We know the issue and it is related to IPv6 on some connections and we've had IPv6 issues before (see: https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=231816) which @NickMack triaged and sorted for us.

For me, I can't disable IPv6 as I use it extensively but I can confirm that if I disable IPv6 it "resolves" the issue with Google services.

Issue still persists with the Fritz!Box 7490 on my connection.

I'm personally using 2degrees DNS servers on my network and issue still persists if I use any other DNS server so the issue doesn't seem to be related on the DNS level. Happy for somebody from the network team to contact me and diagnose it on my connection if necessary.

Hi All,

As an observation/comment - Customers have been asked to supply IP Address, login Account etc. by Morgan which is being pass onto the team looking into this. Since 2degrees have been unable to reproduce this fault which many are experiencing, maybe some of you would like to provide the steps you have to reproduce (incl. specific content (URL), time/date information, and any tracing you can supply to assist) this may assist in troubleshooting further.

Nick

@Aspired @Morganbrowne @pwner

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

Kodiack

709 posts

Ultimate Geek

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#2706587 12-May-2021 14:16

freitasm: Not to be the pessimist (but being the pessimist), we have seen this before when Vodafone could not find problems with their cable network until they could not hide it anymore...

https://www.geekzone.co.nz/forums.asp?forumid=40&topicid=171348

As someone who was affected by that and was on the notorious WKH node, that brings back some bad memories. At least Vodafone to their credit gave us free internet for a few months after I escalated it to TDR. I wouldn't expect similar from 2degrees given there's a "workaround".

Kodiack

709 posts

Ultimate Geek

Trusted

#2706602 12-May-2021 14:53

NickMack:

Hi All,

As an observation/comment - Customers have been asked to supply IP Address, login Account etc. by Morgan which is being pass onto the team looking into this. Since 2degrees have been unable to reproduce this fault which many are experiencing, maybe some of you would like to provide the steps you have to reproduce (incl. specific content (URL), time/date information, and any tracing you can supply to assist) this may assist in troubleshooting further.

Nick

@Aspired @Morganbrowne @pwner

This is mostly information that's been provided already, but as a test, here's a simple bash script that will run curl forcibly over IPv6 and download Chrome for Mac.

#!/bin/bash

for i in {1..20}; do
echo "Running iteration $i"
curl -Lo /dev/null https://dl.google.com/chrome/mac/universal/stable/GGRO/googlechrome.dmg
done

It's beyond simple, but it will pick up the issue. For me, I tend to be affected over 50% of the time (i.e. over half of the downloads cap at 280 KB/s). Another mate on IPv6 with 2d seems to be affected fewer than 1 in every 10 runs, but it is still reproducible. Here's an example run for me where it managed to have two good downloads, then was stuck at 280 KB/s for the third download attempt: