Potential cause of TPG NBN drop outs

[hueykam]

I have had TPG NBN (FTTN) for a while.

The issues

It seems that I have to restart the NBN modem every few weeks or every few nights.

I begin to do traceroute to common sites like www.google.com

And I can see some TPG machines being the bottlenecks.

The issue does not seem to be NBN machines at all.

Analysis / Potential bottleneck

Traceroute results suggest the following devices are instable and can produce ridiculous amount of time ocassionally.

Look out for these devices in the traceroute results:

a) The "203.219.35.X" series...

203-219-35-129.static.tpgi.com.au (203.219.35.129) 

203-219-35-130.static.tpgi.com.au (203.219.35.130)

203-219-35-193.static.tpgi.com.au (203.219.35.193)

b) syd-apt-ros-crt1-be-50.tpgi.com.au (202.7.162.73)

c) 203-221-3-5.tpgi.com.au (203.221.3.5) 

Question / Implications

If the bottleneck are on these devices outside the NBN, then does that imply that the TPG NBN is actually quite pointless?

Will TPG engineers like to comment on these?

The Traceroute Results

Here are the traceroute results:

$ traceroute www.google.com
traceroute to www.google.com (216.58.200.100), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 1.285 ms 1.086 ms 1.174 ms
2 192.168.1.1 (192.168.1.1) 2.006 ms 2.142 ms 2.353 ms
3 10.20.22.133 (10.20.22.133) 46.510 ms 46.036 ms 187.957 ms
4 203-219-35-129.static.tpgi.com.au (203.219.35.129) 55.452 ms 44.714 ms 66.824 ms
5 syd-apt-ros-crt1-be-50.tpgi.com.au (202.7.162.73) 52.735 ms * 9.501 ms
6 203-221-3-69.tpgi.com.au (203.221.3.69) 16.179 ms 14.978 ms 16.289 ms
7 72.14.197.162 (72.14.197.162) 11.638 ms 10.337 ms 10.725 ms
8 108.170.247.65 (108.170.247.65) 10.505 ms
108.170.247.33 (108.170.247.33) 13.315 ms 12.722 ms
9 209.85.250.139 (209.85.250.139) 12.424 ms
209.85.254.119 (209.85.254.119) 13.214 ms
209.85.250.139 (209.85.250.139) 13.578 ms
10 syd09s14-in-f4.1e100.net (216.58.200.100) 17.559 ms 17.266 ms 16.643 ms

$ traceroute www.google.com
traceroute to www.google.com (216.58.199.36), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 1.285 ms 1.045 ms 0.910 ms
2 192.168.1.1 (192.168.1.1) 1.601 ms 2.491 ms 1.784 ms
3 10.20.22.133 (10.20.22.133) 7.449 ms 8.339 ms 18.816 ms
4 203-219-35-129.static.tpgi.com.au (203.219.35.129) 25.750 ms 39.438 ms 56.726 ms
5 * syd-apt-ros-crt1-be-50.tpgi.com.au (202.7.162.73) 11.636 ms *
6 203-221-3-69.tpgi.com.au (203.221.3.69) 11.535 ms 15.491 ms 14.742 ms
7 72.14.197.162 (72.14.197.162) 21.779 ms 21.738 ms 9.117 ms
8 108.170.247.33 (108.170.247.33) 10.865 ms 10.839 ms 14.784 ms
9 209.85.243.145 (209.85.243.145) 10.135 ms
209.85.243.243 (209.85.243.243) 9.478 ms
209.85.243.145 (209.85.243.145) 9.751 ms
10 syd09s12-in-f36.1e100.net (216.58.199.36) 10.158 ms 9.826 ms 8.780 ms

$ traceroute www.google.com
traceroute to www.google.com (172.217.25.36), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 1.907 ms 1.871 ms 0.988 ms
2 192.168.1.1 (192.168.1.1) 1.665 ms 1.679 ms 1.789 ms
3 10.20.22.133 (10.20.22.133) 8.740 ms 8.460 ms 7.854 ms
4 203-219-35-130.static.tpgi.com.au (203.219.35.130) 11.705 ms 117.798 ms 79.684 ms
5 syd-apt-ros-crt1-be-60.tpgi.com.au (202.7.162.77) 17.685 ms 19.116 ms 16.376 ms
6 203-221-3-5.tpgi.com.au (203.221.3.5) 9.883 ms 15.018 ms 15.884 ms
7 72.14.197.162 (72.14.197.162) 9.107 ms 14.570 ms 10.002 ms
8 108.170.247.49 (108.170.247.49) 11.373 ms
108.170.247.81 (108.170.247.81) 10.276 ms 13.588 ms
9 108.170.233.195 (108.170.233.195) 9.729 ms
108.170.233.193 (108.170.233.193) 9.470 ms 22.412 ms
10 syd15s02-in-f36.1e100.net (172.217.25.36) 9.871 ms 9.916 ms 22.309 ms

$ traceroute www.google.com
traceroute to www.google.com (172.217.25.132), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 2.160 ms 0.964 ms 0.976 ms
2 192.168.1.1 (192.168.1.1) 1.713 ms 1.637 ms 1.691 ms
3 10.20.22.133 (10.20.22.133) 7.851 ms 8.103 ms 7.895 ms
4 203-219-35-193.static.tpgi.com.au (203.219.35.193) 14.423 ms 14.728 ms 56.080 ms
5 syd-apt-ros-crt1-be-50.tpgi.com.au (202.7.162.73) 144.949 ms 15.584 ms 14.911 ms
6 203-221-3-5.tpgi.com.au (203.221.3.5) 13.442 ms 14.575 ms 16.148 ms
7 72.14.197.162 (72.14.197.162) 8.787 ms 9.034 ms 14.929 ms
8 108.170.247.49 (108.170.247.49) 11.051 ms 10.566 ms 10.556 ms
9 74.125.37.155 (74.125.37.155) 10.119 ms
74.125.37.201 (74.125.37.201) 9.359 ms
74.125.37.155 (74.125.37.155) 17.351 ms
10 syd15s03-in-f4.1e100.net (172.217.25.132) 70.361 ms 115.207 ms 54.489 ms

$ traceroute www.google.com
traceroute to www.google.com (172.217.25.132), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 3.410 ms 3.602 ms 1.887 ms
2 192.168.1.1 (192.168.1.1) 3.508 ms 1.705 ms 3.843 ms
3 10.20.22.133 (10.20.22.133) 10.809 ms 9.990 ms 9.454 ms
4 203-219-35-193.static.tpgi.com.au (203.219.35.193) 9.603 ms 15.174 ms 17.008 ms
5 syd-apt-ros-crt1-be-50.tpgi.com.au (202.7.162.73) 16.700 ms 15.824 ms 16.069 ms
6 203-221-3-5.tpgi.com.au (203.221.3.5) 36.635 ms 22.398 ms 104.871 ms
7 72.14.197.162 (72.14.197.162) 8.673 ms 25.455 ms 27.625 ms
8 108.170.247.49 (108.170.247.49) 10.733 ms 13.852 ms
108.170.247.81 (108.170.247.81) 9.736 ms
9 74.125.37.155 (74.125.37.155) 10.221 ms
74.125.37.201 (74.125.37.201) 11.078 ms 9.255 ms
10 syd15s03-in-f4.1e100.net (172.217.25.132) 10.992 ms 9.916 ms 10.669 ms

$ traceroute www.google.com
traceroute to www.google.com (172.217.167.68), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 1.603 ms 1.022 ms *
2 192.168.1.1 (192.168.1.1) 3.032 ms 1.877 ms 2.043 ms
3 10.20.22.133 (10.20.22.133) 8.831 ms 8.149 ms 8.737 ms
4 203-219-35-129.static.tpgi.com.au (203.219.35.129) 16.183 ms 14.359 ms 15.918 ms
5 syd-apt-ros-crt1-be-50.tpgi.com.au (202.7.162.73) 69.086 ms 46.392 ms 144.890 ms
6 203-221-3-5.tpgi.com.au (203.221.3.5) 11.618 ms 15.250 ms 15.015 ms
7 72.14.197.162 (72.14.197.162) 10.248 ms 9.470 ms 9.618 ms
8 108.170.247.49 (108.170.247.49) 10.798 ms
108.170.247.81 (108.170.247.81) 9.919 ms 10.028 ms
9 209.85.247.127 (209.85.247.127) 10.471 ms 10.371 ms
209.85.247.133 (209.85.247.133) 10.765 ms
10 syd15s06-in-f4.1e100.net (172.217.167.68) 10.331 ms 10.282 ms 11.067 ms

[Riezl]

Hi @hueykam,

Welcome to TPG Community!

We can really see that there are unusual spikes and we have escalated the issue to our Engineering Team for further investigation.

You will be contacted by the case engineer as soon as the assessment is completed.

Should you have a preferred contact number and time, please send it via private message.

[Riezl]

Hi @hueykam, thanks for getting back to us and for monitoring the service.

We have forwarded your recent post to our Engineering Team for further investigation and the assigned case engineer will be in touch to discuss how the case will progress.

[Riezl]

Hi @hueykam, changes are made to resolve this issue and our Engineering Team tried to contact you for service confirmation.

Feel free to drop us a message should you need further assistance.

[hueykam]

There is no need to call me during my working hours.

There are slight improvements, the chance of getting these bad traceroute is less.

But it is still happening, it still has ocassional slowness.

Can you guys explain what this node is about?

syd-apt-ros-crt1-be-60.tpgi.com.au (202.7.162.77) 

These are two bad traceroute I have just done:

traceroute to www.google.com (216.58.203.100), 64 hops max, 52 byte packets
1 10.1.1.1 (10.1.1.1) 2.056 ms 0.954 ms 0.933 ms
2 192.168.1.1 (192.168.1.1) 1.718 ms 1.677 ms 1.540 ms
3 10.20.22.135 (10.20.22.135) 7.986 ms 7.893 ms 7.859 ms
4 203-219-35-130.static.tpgi.com.au (203.219.35.130) 9.918 ms 15.321 ms 15.746 ms
5 syd-apt-ros-crt1-be-60.tpgi.com.au (202.7.162.77) 60.149 ms 127.137 ms 16.450 ms
6 203-221-3-69.tpgi.com.au (203.221.3.69) 15.084 ms 15.163 ms 15.819 ms
7 72.14.197.162 (72.14.197.162) 10.202 ms 8.880 ms 8.625 ms
8 108.170.247.65 (108.170.247.65) 10.240 ms
108.170.247.33 (108.170.247.33) 11.263 ms 11.397 ms
9 209.85.255.165 (209.85.255.165) 9.223 ms 9.417 ms
209.85.255.175 (209.85.255.175) 9.930 ms
10 syd09s15-in-f4.1e100.net (216.58.203.100) 8.896 ms 8.907 ms 8.957 ms

traceroute to 216.58.203.100 (216.58.203.100), 64 hops max, 52 byte packets
1 10.1.1.1 2.015 ms 0.944 ms *
2 192.168.1.1 3.667 ms 2.500 ms 2.492 ms
3 10.20.22.135 9.029 ms 8.999 ms 8.762 ms
4 203.219.35.130 11.629 ms 16.210 ms 15.983 ms
5 202.7.162.77 26.661 ms 64.273 ms 415.208 ms
6 203.221.3.69 15.733 ms 16.053 ms 14.803 ms
7 72.14.197.162 14.018 ms 9.745 ms 9.605 ms
8 108.170.247.65 9.581 ms
108.170.247.33 11.212 ms
108.170.247.65 10.437 ms
9 209.85.255.165 9.894 ms 9.531 ms 9.924 ms
10 216.58.203.100 9.685 ms 9.718 ms 9.804 ms

[Riezl]

Hi @hueykam, we'll have the case engineer contact you to discuss the matter. Can you provide us your availability to receive a call so we can organise for a contact to be made?

[Anonymous]

Hi @hueykam,

We'd like to make follow up on your best contact number and preferred time and we'll have the case engineer contact you.

Regards,

[BasilDV]

Hi @hueykam,

Your service seems to be stable now. Our Engineering team will be closing this case as the dropouts is resolved.

Let us know should you require further assistance.

Kind regards,

BasilDV

[hueykam]

Did somebody at TPG got dissatisfied with me that they decide to disconnect me from the NBN.

Service has been disconnected since about 7.15am this morning.

This is not good.

[Rica_R]

Please accept our sincere apologies for this issue @hueykam, a ticket has been lodged to our Engineers regarding the issue encountered. A NBN technician has been requested to rectify the concern, an update will be provided via phone call or SMS once schedule is confirmed.