High latency to Japan

[zonE]

Hi,

I am on the NBN50 plan (HFC) and am experiencing high ping and strange routing when connecting to a Japanese server (47.91.24.239 or 8.209.245.30). Both seem to route to Japan but then to China and then back to Japan. Over the past year, my latency to this server has sometimes dropped to around 100ms (for weeks/months at a time) but other times it sits around 190-200ms. It has been around 190ms for the past few months. When I connect to the same server via my phone internet or test using other ISPs the tracert looks different and the latency is lower. My tracert output below:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 11 ms 14 ms 10 ms 10.20.21.28
3 11 ms 11 ms 11 ms syd-gls-har-int2-be200.tpgi.com.au [203.221.3.68]
4 111 ms 110 ms 109 ms ix-xe-1-1-2-0.tcore1.tv2-tokyo.as6453.net [180.87.181.192]
5 111 ms 111 ms 111 ms if-et-15-2.hcore1.ovc-tokyo.as6453.net [120.29.217.10]
6 111 ms 119 ms 112 ms softbank221110034233.bbtec.net [221.110.34.233]
7 * * * Request timed out.
8 198 ms 198 ms 193 ms 101.203.70.86
9 194 ms 194 ms 195 ms 116.251.83.81
10 * * * Request timed out.
11 * * * Request timed out.
12 195 ms 193 ms 194 ms 47.91.24.239

Is this something TPG can fix on their end?

Thanks,

Damien

[Angeli]

Hi Damien, 

To make it easier for us to identify the exact nature of the problem, we'd be asking you to conduct a series of tests with your network. 

Please run these tests during the time when the issue happens.

Please be aware that these instructions are for WINDOWS Computers. Should you be using a MAC computer or any other operating system please let us know so we could check if we have instructions for you.

Once you're done, please send the screenshots to helpdesk@tpg.com.au

======================================================
BEFORE STARTING THE TEST, PLEASE TAKE NOTE OF THE FOLLOWING:
These tests would require you to access the command prompt of your computer (for Windows XP, Windows Vista and Windows 7).

To access it please follow these instructions:

• WINDOWS XP:
  • Click Start > Run.
  • On the text box type "cmd" without the quotations and click RUN.
  • A black screen will appear. This is the command prompt.
• WINDOWS VISTA/WINDOWS 7:
  • Click Start and look for the "Start Search" box.
  • Type "cmd" without the quotations and click RUN.
  • A black screen will appear. This is the command prompt
• WINDOWS 8
  • Search for application / program cmd

SCREENSHOTS:

Also, these tests would require you to be able to get screenshots of your computer. A Screenshot is a function on your PC which allows you to save a copy of what your desktop looks like at the moment.

To make screenshots, push the "PRT SCR" or "PRINT SCREEN" button on your keyboard. (Usually found on the upper right hand side across the F12 and beside the Scroll Lock).

Once done, open up a Microsoft Word document or Microsoft Paint.
Click Edit > Paste and you will see a picture of your desktop saved on the document.

======================================================
ADDITIONAL TESTS:

I. CONTINUOUS PING:

• To conduct a continuous ping, ensure that none of your other PCs are doing internet activity.
  • Open up the command prompt of one of your PCs.
  • Type the following in "ping <IP address> -n 1000" without the quotations.
    • ping 192.168.1.1 -n 1000
    • ping 10.20.22.148 -n 1000
    • ping tpg.com.au -n 1000
• Wait for the test to finish and for the PING STATISTICS, found at the end, to show up.
• Just send us a screenshot or a copy of the PING STATISTICS to this email.

We should have 3 ping test results

  II. TRACE ROUTE

•  
  • To conduct a trace route,
    • Open up the command prompt of one of your PCs.
    • Type the following in "tracert tpg.com.au" without the quotations.
    • EXAMPLE: tracert tpg.com.au
    • Copy a screen shot of the trace route result

  III. SPEED TESTS:

•  For speed tests, please run the speed tests at :  http://www.speedtest.net
• Please just get a screenshot after the test is complete.
• Please don\'t forget to indicate the timestamps for these tests.

We hope to hear from you soon.

Thank you.