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2019-05-22 06:28 PM
Hi guys, I'm on the Glenfield Park 2650 (2WAG) FTTN network. As of 1 week ago I began experiencing huge packet loss (50-70%) which seems to be worse when contacting U.S based sites. This has made gaming impossible as it can take 10 minutes to simply be able to log in and once i am i get disconnected within minutes. Sites like Netflix / Stan / Youtube are working but quality is reduced and I frequently buffer as the packet loss means that my 30mbps connection is only having 2 in 5 packets actually reaching destination.
I contacted Optus last week and they said they would put me on a stability profile and get their backend team to look into it, however after contacting them again the person I talked to had no idea what i was talking about, did not understand what packet loss was and was more concerned about how many devices I had connected (I have actually been running diagnostic tests in isolation with 1 computer connected to the modem via ethernet) and couldn't understand what I meant when I told her that my sync speed is fine (33mbps down 7mbps up) but that the packet loss is making loading web pages take 3 or 4 attempts and gaming imposible.
I have tried to contact Optus today as my internet is basically useless to me at the moment and have currently been on hold for 90 minutes as of writing this.
I have restarted and factory reset my modem multiple times and tried 2 other FTTN compatible modems, neither of which have made a difference. Running traceroutes and pingtests show that the hops from my modem to Optus are fine, then 4 or 5 timed out events resending each time, finally gets a response on their end then tries to send data back before Optus side has another 4 or 5 timeout events before data can maybe get back to me. Sometimes it times out too many times and simply decides to cancel.
Running pings/ traceroutes to aussie based services have less issues but overseas sites like ebay.com, amazon.com, newegg.com, battle.net all have massive packet loss.
Tracing route to battle.net [22.214.171.124]
over a maximum of 30 hops:
1 4 ms 3 ms 3 ms mygateway.home [192.168.0.1]
2 19 ms 18 ms 18 ms n114-73-0-1.sbr1.nsw.optusnet.com.au [126.96.36.199]
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 18 ms 19 ms 19 ms 188.8.131.52
7 21 ms 20 ms 19 ms 184.108.40.206
8 * * * Request timed out.
9 * * * Request timed out.
10 200 ms 201 ms 230 ms 220.127.116.11
11 * 219 ms * 18.104.22.168
12 312 ms 317 ms 293 ms ae-12.a01.newthk03.hk.bb.gin.ntt.net [22.214.171.124]
13 * 317 ms 322 ms ae-12.r03.tkokhk01.hk.bb.gin.ntt.net [126.96.36.199]
14 * 295 ms * ae-11.r24.tkokhk01.hk.bb.gin.ntt.net [188.8.131.52]
15 * * 302 ms ae-12.r30.tokyjp05.jp.bb.gin.ntt.net [184.108.40.206]
16 * 296 ms * ae-2.r01.tokyjp08.jp.bb.gin.ntt.net [220.127.116.11]
17 299 ms 325 ms 310 ms ae-2.a00.tokyjp03.jp.bb.gin.ntt.net [18.104.22.168]
18 * 351 ms * 22.214.171.124
19 * * * Request timed out.
20 * * * Request timed out.
21 311 ms * 311 ms et-0-0-2-br01-swlv10.as57976.net [126.96.36.199]
22 * 303 ms 323 ms et-0-0-31-pe01-swlv10.as57976.net [188.8.131.52]
23 * * * Request timed out.
24 * 315 ms 305 ms 184.108.40.206
25 306 ms 300 ms * 220.127.116.11
26 * * * Request timed out.
27 282 ms 282 ms * 18.104.22.168
28 * 302 ms * 22.214.171.124
29 311 ms 301 ms * 126.96.36.199
30 * 303 ms * 188.8.131.52
Tethering my phone and running off of 4g eliminates the packet loss completely but adds 200ms or so of latency so while its better than constant disconnects it's still not ideal for gaming.
Hoping someone from Optus with a bit of technical knowledge sees this and can look into why there is such huge packet loss on Optus's internal network.
2019-05-22 01:50 PM
You may/should have heard this automated message when you called:
We’re aware some callers may be having problems with their internet service. Our Technicians are working hard to fix the problem.
This is this known issue for the last 24 hours or so.
However is yours has been happening for about a week, I would suggest logging a fault as this is not something we can assist with on the forum.
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.
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