Slow connection

[Erika]

Hi @PauSum02!

Thanks for looping us in. 

Please monitor the connection and should the issue reoccurs, please make sure that the computer is connected to the modem directly through ethernet cable, the wireless is turned off on the modem, no other device is connected to the network & there are no application or software on the background that are active doing downloads/uploads/updates while doing the speedtest.

Furthermore, please also send me the results of the tests below, please do a set of test in the morning, afternoon & evening should you noticed any changes on your speed on a specific day.

• ping tpg.com.au -n 1000
• ping facebook.com -n 1000
• ping 10.20.20.38 -n 1000
• tracert tpg.com.au
• tracert facebook.com

I would only need the pinging statistics once the tests are done. 

Currently, our tests does not shows a physical line fault. However, these tests will help us identify where the issue lies. 

Cheers, 

[PauSum02]

Done at about 21:10 on 1st July 2018

ping tpg.com.au -n 1000

Ping statistics for 203.26.27.38:
Packets: Sent = 12, Received = 12, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 61ms, Maximum = 63ms, Average = 62ms

Ping statistics for 203.26.27.38:
Packets: Sent = 40, Received = 40, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 61ms, Maximum = 67ms, Average = 62ms

ping facebook.com -n 1000

Ping statistics for 157.240.8.35:
Packets: Sent = 14, Received = 14, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 61ms, Maximum = 65ms, Average = 62ms

ping 10.20.20.38 -n 1000

Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.

tracert tpg.com.au

Tracing route to tpg.com.au [203.26.27.38]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms 192.168.1.1
2 19 ms 11 ms 11 ms 10.20.25.94
3 56 ms 57 ms 55 ms 203-219-57-130.tpgi.com.au [203.219.57.130]
4 67 ms 61 ms 62 ms syd-pow-cla-csw1-tengi-3-2.tpgi.com.au [202.7.173.9]
5 59 ms 62 ms 62 ms syd-apt-ros-crt2-be-10.tpgi.com.au [202.7.171.153]
6 59 ms 55 ms 56 ms 203.29.134-15.tpgi.com.au [203.29.134.15]
7 63 ms 64 ms 61 ms www.tpg.com.au [203.26.27.38]

tracert facebook.com

Tracing route to facebook.com [157.240.8.35]
over a maximum of 30 hops:

1 4 ms 3 ms 3 ms 192.168.1.1
2 14 ms 15 ms 16 ms 10.20.25.94
3 67 ms 68 ms 67 ms 203-219-57-130.tpgi.com.au [203.219.57.130]
4 68 ms 66 ms 70 ms 203-219-57-25.tpgi.com.au [203.219.57.25]
5 85 ms 78 ms 81 ms syd-gls-har-crt2-be-10.tpgi.com.au [202.7.173.17]
6 74 ms 71 ms 69 ms 203-221-3-6.tpgi.com.au [203.221.3.6]
7 67 ms 94 ms 80 ms ae15.pr03.syd2.tfbnw.net [103.4.98.220]
8 62 ms 63 ms 62 ms po103.psw02.syd2.tfbnw.net [157.240.47.63]
9 61 ms 62 ms 62 ms 173.252.67.67
10 67 ms 66 ms 67 ms edge-star-mini-shv-01-syd2.facebook.com [157.240.8.35]

[Joseph_D]

@PauSum02

The latency from WA to NSW is okay, and the path it took did not show any issues.

Was the test done when the speed was okay?

Does the speed drop during specific time or at random?

When the speed drops, do you switch the router off and on? Does it have any effect?

Apologies if some of these questions are redundant.

Kind regards,

Joseph D

[PauSum02]

Hi Joseph D,

the speed was ok when I did the test so the results can be used as baseline results.

[Anonymous]

Hi @PauSum02,

Thanks for the additional details. We'll keep an eye on your connection and in case you experience the same issue do not hesitate to drop us a message.

Cheers!

[Anonymous]

Hi @PauSum02,

Thanks for sending me a message about your service. I ran tests on your connection it shows 1d 15h 24m and no dropouts occurred on the line.

If you experience latency issue. Please try to turn off the modem/router for 2-3mins and turn it back on again.

Let me know how it will go.

Regards,