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2015-12-16 10:55 PM
I changed the DNS settings but still can't download el capitan (says it will take anything from 1 to 4 days, then falls over).
2015-12-16 06:02 AM
Finally managed to download El Capitan, so I guess something has been improved!
2015-12-16 09:36 AM
I've tried the dns changes with no improvement. Rang Optus who blamed Apple. Rang Apple who remote access my mac book pro and said nothing wrong with Mac problem lies with Optus. Rang Optus who got me to sign up to home premium service. One of the techs there spent over an hour on remote access tried to configure Mac to improve download. Cable speed test was 32Mbps. Then did tracer route test and found to google was av 9.2 ms but to Apple was 342.5 ms. He said problem was with Optus. He refunded subscription. Spoke with Optus networking who blamed Apple servers for slow response. Took Mac to an apple service provider shop and used their internet and in half an hour downloaded 4.5GB of El Capitan as opposed to the 6 day response time I was getting from Optus. The shop uses Telstra. Went home and rang Optus back and asked Why Telstra works and Optus doesn't? I've Ben given a job number with a promise someone will call. Not good enough Optus!!!!
2015-12-16 10:31 AM
There are two options for resolving this problem, both of which have worked 100% for me:
1). On your Optus router, set your primary DNS to 220.127.116.11 (Internode's DNS).
2). Switch to Telstra for your internet service. Optus are not competent to run one.
In either case, El,Capitan will download in under 10 minutes.
2015-12-16 10:47 AM
Yesterday morning I spoke with Apple Support and Optus Support. While each organisation's support person was helpful in as much as listening to my problem and offering suggestions, neither organisation's support person was able to resolve the issue.
However, I was able to resolve my problem by listening to each organisation's support person and using bits they each said.
My setup is:
- Cisco DOCSYS Cable Modem connected to a firewall (router) using a network cable (Ethernet).
- Computer plugged into a Firewall network interface using a network cable.
- Firewall setup in the usual manner doing network address translation (NAT)
- Firewall Internet interface setup for Dynamic Host Configuration Protocol (DHCP)
- Firewall Internet interface setup to pass on DNS server IP addresses to the internal LAN DHCP pool of addresses
- DHCP pool setup to propagate IP settings recieved from the Internet interface via DHCP
After speaking with the Optus support person who had suggested resetting the Cisco DOCSYS Cable modem, here is what happened... It took a few trial and error iterations though.
I removed the firewall from the network setup. This let me work out whether my firewall was playing a part in the poor performance I was experiencing. Reset the cable modem. At first there was no difference. It was as if I still had the firewall connected.
Reset the cable modem again and waited for it to "reboot". No success.
Reset the cable modem again and waited for it to "reboot". This time the reboot behaviour was different. The modem kept cycling through the "reboot" process; that is how it seemed to me.
After around 3 minutes of watching the cable modem do this I removed the cable modem's battery, then disconnected the power cable and waited one minute. I reconnected the power cable and returned the battery.
Opened App Store and resumed to process the available updates - Xcode and 10.11.2. They downloaded and installed in a "reasonable" time, inline with past experience.
Once I was able to see that my computer, connected directly to the Cisco DOCSYS Cable modem, was able to download as in the past, I reconnected the Cisco DOCSYS Cable modem back to the firewall and my computer back into the firewall.
Went into iTunes, this time, and purchased a music album with many tracks. Downloaded speedily. SUCCESS.
Went into Apple TV and played music from iCloud. No pauses during playback. SUCCESS.
Also, watch out for network interface characteristics mismatches; particularly DUPLEX. Unfortunately we have no way of seeing the speed/duplex settings of the network interface on the cable modem. Nor can we hard set speed and duplex on the cable modem. However you may be able to on the firewall/router you have. While I did not do it on my firewall it may be something you can try.
SPEED and DUPLEX mismatches will cause the symptoms experienced.
What threw me originally was that it was isolated to Apple downloads only.
Hope this helps someone, some many.
2015-12-16 10:52 AM
Oops. I meant to write that when I removed the firewall from the network setup I connected my computer directly to the cable modem using a network cable.
Also, another thing you can try is new network cables. I have had network cables not do what they are supposed to do too.
2015-12-16 02:54 PM
Thanks for suggestions. I have reset router and tried numerous suggested DNS changes. None successful. I have been been told that Optus restricts some port access but can't verify this.
All aside these fix it ideas are too technical for average customers who pay good money for a service that isn't delivering. Considering Apple products are extremely popular I think ultimately, frustrated customers will eventually abandon Optus. I'm seriously considering this option.
2015-12-16 06:02 PM
Apple community is also onto this and here is one post
"Definitely ISP dependent with Optus - both companies are well aware of it. I have been speaking with Apple the last two days. Apparently a major issue - lot of call volume coming in to Apple. We tried the DNS change with no luck. But a hotspot through Telstra mobile worked fine.
Very happy with the Apple service - was bumped up to a specialist the first time who ran some diagnostics for their engineering team to cross reference against other users, then Apple called back again the second night to go through some other scenarios.
They are working on it - surprised Optus are not more concerned, lot of mobile volume in addition to traditional."
Optus does not return phone calls - I am now going to look to see what ISP's are available on my cable service
2015-12-17 06:39 AM
I managed to download El CApitan and install it, but now it wants to update to version 10.11.2 and that is taking forever (being going overnight and and so has downloaded 767 mb of 1.39 gb). Frustrating!
2015-12-17 02:31 PM
Spoke with Optus tech support call centre supervisor who advised that this is a major issue and their engineers are working to resolve it. Hopes to have it fixed by Christmas Eve and asked for patience. If you have experienced delays you are entitled to compensation. Be sure to ask for it. They are getting a lot of complaints with people buying Apple products for Christmas. It's a competitive game Optus you need to be responsive if you want to keep customers.