complicated browsing issue on FTTP NBN

[Wyzak]

Logged under Ticket 8729937 with TPG

I have a complicated browsing issue on my FTTP line which my previous ISP could not fix. I finally gave up and migrated to TPG in the hopes that the issue will resolve, but unfortunately it has not made a difference.

The issue seems to start a few minutes after I form a new PPPOE connection. For the first few minutes everything is fine, but then I start running into issues where websites primarily (but not exclusively) only load 99% of the way and then get stuck on waiting for .... and waiting for ..... If I ping those waiting for websites I get a response and I have run some traceroutes to them below. These tend to be fringe websites from content delivery networks or advertisement networks and aren't the main website that I'm trying to access.

I believe the fault needs to be logged with NBNco for investigation. I have tried to do so with reference number 03708867, but likely nothing will come of this unless TPG pushes it from there side.

Speedtest result: http://www.speedtest.net/result/7587759883
Video showing issue: https://youtu.be/mZpac-qvukU - this is the video that I gave to my previous ISP. The issue today is still unchanged.

I have pulled the power and disconnected the battery from my NBN NTU. This did not help.
I have bypassed my router completely by plugging my devices straight into the NBN NTU. This did not help.
I have bypassed the cabling completely, by using new and different cables. This did not help.
I have bypassed my Antivirus by using different antiviruses on different machines and switching them off. This did not help.
I have eliminated my machine by using several different machines. They all have the same problem.
I have tried different browsers. This did not help.
I have flushed my cache. This did not help.
I have tried a different DNS server. This did not help.
The issue does not just occur on websites, it occurs on other applications as well such as the app store on my iPhone when connected to the WiFi, or discord messenger service.
I had the exact same issue with my previous ISP. They were unable to resolve the issue.

My previous ISP also had me change the MTU and MSS to 1300, but also did not make any difference and in fact made my connection considerably slower.

Pings and tracerts will not provide useful information for this fault as they always return good values. It seems to me as a certified network engineer that the issue lies with a maximum number of connections somewhere upstream. Alternatively half-open / closed connections are not properly disposed off. As such all websites seem to eventually load, but it takes them 10-15 minutes in some cases to reach 100% completion. It looks like they keep on waiting until a socket becomes available and they then grab that socket and finally finish loading.

If however I form a VPN connection to my workplace and I push all of my traffic through the VPN tunnel then I have no problems whatsoever and all websites load instantly and continue doing so until I disconnect from the VPN connection, where my issues shortly return. This again points to me that there is an issue handling multiple connections at the same time as the VPN connection is effectively just a single or just a handful of connections on my FTTP line and the rest of the connections happen remotely on a line that does not have issues.

The IPs / websites below are the websites that TPG technical support asked me to ping, and then some of the websites which I've had waiting for .... messages appear.

Microsoft Windows [Version 10.0.17134.191]
(c) 2018 Microsoft Corporation. All rights reserved.

ipconfig
Windows IP Configuration
PPP adapter TPG:
Connection-specific DNS Suffix . :
IPv4 Address. . . . . . . . . . . : 203.63.225.55
Subnet Mask . . . . . . . . . . . : 255.255.255.255
Default Gateway . . . . . . . . . : 0.0.0.0
Ethernet adapter Ethernet:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . :
IPv4 Address. . . . . . . . . . . : 192.168.1.6
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.1.1

ping 203.63.225.55
Pinging 203.63.225.55 with 32 bytes of data:
Reply from 203.63.225.55: bytes=32 time<1ms TTL=128
Reply from 203.63.225.55: bytes=32 time<1ms TTL=128
Reply from 203.63.225.55: bytes=32 time<1ms TTL=128
Reply from 203.63.225.55: bytes=32 time<1ms TTL=128
Ping statistics for 203.63.225.55:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

tracert 203.63.225.55
Tracing route to puter [203.63.225.55]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms puter [203.63.225.55]
Trace complete.

ping 192.168.0.1
Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.1.1: Destination host unreachable.
Reply from 192.168.1.1: Destination host unreachable.
Reply from 192.168.1.1: Destination host unreachable.
Reply from 192.168.1.1: Destination host unreachable.
Ping statistics for 192.168.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

ping www.google.com
Pinging www.google.com [172.217.25.132] with 32 bytes of data:
Reply from 172.217.25.132: bytes=32 time=51ms TTL=55
Reply from 172.217.25.132: bytes=32 time=52ms TTL=55
Reply from 172.217.25.132: bytes=32 time=52ms TTL=55
Reply from 172.217.25.132: bytes=32 time=52ms TTL=55
Ping statistics for 172.217.25.132:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 51ms, Maximum = 52ms, Average = 51ms

ping www.facebook.com
Pinging star-z-mini.c10r.facebook.com [157.240.8.38] with 32 bytes of data:
Reply from 157.240.8.38: bytes=32 time=51ms TTL=56
Reply from 157.240.8.38: bytes=32 time=51ms TTL=56
Reply from 157.240.8.38: bytes=32 time=51ms TTL=56
Reply from 157.240.8.38: bytes=32 time=51ms TTL=56
Ping statistics for 157.240.8.38:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 51ms, Maximum = 51ms, Average = 51ms

ping secure.adnxs.com
Pinging ib.sin1.geoadnxs.com [103.243.221.75] with 32 bytes of data:
Reply from 103.243.221.75: bytes=32 time=89ms TTL=52
Reply from 103.243.221.75: bytes=32 time=95ms TTL=52
Reply from 103.243.221.75: bytes=32 time=101ms TTL=52
Reply from 103.243.221.75: bytes=32 time=88ms TTL=52
Ping statistics for 103.243.221.75:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 88ms, Maximum = 101ms, Average = 93ms

ping cdn.bizible.com
Pinging s11.gp1.wac.alphacdn.net [117.18.237.116] with 32 bytes of data:
Reply from 117.18.237.116: bytes=32 time=41ms TTL=49
Reply from 117.18.237.116: bytes=32 time=41ms TTL=49
Reply from 117.18.237.116: bytes=32 time=41ms TTL=49
Reply from 117.18.237.116: bytes=32 time=41ms TTL=49
Ping statistics for 117.18.237.116:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 41ms, Maximum = 41ms, Average = 41ms

tracert cdn.bizible.com
Tracing route to s11.gp1.wac.alphacdn.net [117.18.237.116]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms 10-20-25-96.tpgi.com.au [10.20.25.96]
2 40 ms 37 ms 37 ms 203-219-57-129.tpgi.com.au [203.219.57.129]
3 42 ms 38 ms 38 ms 202.7.173.5
4 37 ms 37 ms 37 ms nme-sot-dry-wgw1-be-10.tpgi.com.au
[203.219.155.8]
5 41 ms 41 ms 40 ms 203-219-107-202.static.tpgi.com.au
[203.219.107.202]
6 39 ms 40 ms 39 ms
61-69-45-186.mel.static-ipl.aapt.com.au [61.69.45.186]
7 42 ms 41 ms 41 ms 117.18.237.116
Trace complete.

tracert secure.adnxs.com
Tracing route to ib.sin1.geoadnxs.com [103.243.221.17]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10-20-25-96.tpgi.com.au [10.20.25.96]
2 2 ms 2 ms 2 ms 203-219-57-195.tpgi.com.au [203.219.57.195]
3 2 ms 2 ms 2 ms 203-219-57-38.tpgi.com.au [203.219.57.38]
4 7 ms 6 ms 7 ms
Bundle-Ether13.wel-edge902.perth.telstra.net [165.228.23.133]
5 9 ms 6 ms 7 ms
bundle-ether7.wel-core3.perth.telstra.net [203.50.6.190]
6 13 ms 13 ms 14 ms
tengige0-3-1-0.pthw-core01.perth.net.reach.com [203.50.13.230]
7 50 ms 51 ms 51 ms i-15154.sgcn-core01.telstraglobal.net
[202.84.140.18]
8 50 ms 52 ms 53 ms i-91.istt04.telstraglobal.net [202.84.224.197]
9 51 ms 50 ms 50 ms 61.8.59.94
10 * * * Request timed out.
11 * * * Request timed out.
12 50 ms 51 ms 50 ms
265.bm-nginx-loadbalancer.mgmt.sin1.adnexus.net [103.243.221.17]
Trace complete.

tracert www.facebook.com
Tracing route to star-z-mini.c10r.facebook.com [157.240.8.38]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10-20-25-96.tpgi.com.au [10.20.25.96]
2 57 ms 57 ms 57 ms 203-219-57-129.tpgi.com.au [203.219.57.129]
3 59 ms 58 ms 58 ms 203-219-57-13.tpgi.com.au [203.219.57.13]
4 63 ms 62 ms 62 ms syd-gls-har-crt1-be-10.tpgi.com.au
[202.7.171.173]
5 62 ms 62 ms 62 ms syd-gls-har-dom2-be-100.tpgi.com.au
[203.221.3.6]
6 60 ms 57 ms 58 ms ae15.pr03.syd2.tfbnw.net [103.4.98.220]
7 52 ms 51 ms 51 ms po103.psw01.syd2.tfbnw.net [157.240.46.93]
8 57 ms 57 ms 57 ms 173.252.67.27
9 56 ms 56 ms 56 ms
edge-star-z-mini-shv-01-syd2.facebook.com [157.240.8.38]
Trace complete.

tracert www.google.com
Tracing route to www.google.com [172.217.25.164]
over a maximum of 30 hops:
1 2 ms 1 ms 1 ms 10-20-25-96.tpgi.com.au [10.20.25.96]
2 57 ms 57 ms 56 ms 203-219-57-194.tpgi.com.au [203.219.57.194]
3 59 ms 58 ms 58 ms 203-219-57-25.tpgi.com.au [203.219.57.25]
4 63 ms 62 ms 62 ms syd-gls-har-crt2-be-10.tpgi.com.au
[202.7.173.17]
5 64 ms 62 ms 62 ms 203-221-3-69.tpgi.com.au [203.221.3.69]
6 56 ms 56 ms 56 ms 72.14.197.162
7 52 ms 52 ms 52 ms 108.170.247.65
8 57 ms 57 ms 56 ms 108.170.235.195
9 52 ms 52 ms 51 ms syd09s13-in-f164.1e100.net [172.217.25.164]
Trace complete.

tracert 192.168.0.1
Tracing route to 192.168.0.1 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.246.17
2 192.168.246.17 reports: Destination host unreachable.
Trace complete.

ping m.addthisedge.com

Pinging e3615.a.akamaiedge.net [23.219.32.54] with 32 bytes of data:
Reply from 23.219.32.54: bytes=32 time=339ms TTL=53
Reply from 23.219.32.54: bytes=32 time=340ms TTL=53
Reply from 23.219.32.54: bytes=32 time=339ms TTL=53
Reply from 23.219.32.54: bytes=32 time=339ms TTL=53

Ping statistics for 23.219.32.54:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 339ms, Maximum = 340ms, Average = 339ms

tracert m.addthisedge.com
Tracing route to e3615.a.akamaiedge.net [23.219.32.54]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.246.3
2 2 ms 1 ms 1 ms 10.20.25.96
3 2 ms 2 ms 1 ms 203-219-57-130.tpgi.com.au [203.219.57.130]
4 46 ms 47 ms 44 ms 203-219-57-25.tpgi.com.au [203.219.57.25]
5 57 ms 63 ms 57 ms syd-gls-har-crt2-be-10.tpgi.com.au [202.7.173.17]
6 60 ms 63 ms 63 ms 203-221-3-3.tpgi.com.au [203.221.3.3]
7 203 ms 205 ms 203 ms las-b24-link.telia.net [213.248.95.232]
8 204 ms 203 ms 203 ms ntt-ic-326358-las-b24.c.telia.net [213.248.103.171]
9 205 ms 204 ms 204 ms ae-2.r22.lsanca07.us.bb.gin.ntt.net [129.250.3.16]
10 311 ms 311 ms 312 ms ae-15.r25.osakjp02.jp.bb.gin.ntt.net [129.250.2.177]
11 348 ms 348 ms 350 ms ae-4.r21.taiptw01.tw.bb.gin.ntt.net [129.250.4.182]
12 339 ms 339 ms 338 ms ae-1.r02.taiptw01.tw.bb.gin.ntt.net [129.250.2.83]
13 362 ms 366 ms 363 ms ae-0.akamai.taiptw01.tw.bb.gin.ntt.net [61.58.33.158]
14 339 ms 339 ms 339 ms a23-219-32-54.deploy.static.akamaitechnologies.com [23.219.32.54]
Trace complete.

Any advice / help would be greatly appreciated.

[Erika]

Hi @Wyzak, 

Welcome to the Community!

I've searched for your account using your Community details and was able to find a match.

Appreciate all the information provided and checks done to isolation this issue. It will definitely help us to resolve this case.

I've had a look through the notes in your account and can see that this case has been escalated to our Engineering team.

Our Engineering team has arranged a TPG Field technician to attend to your premises tomorrow, 30 August between 3:00pm - 5:00pm. This means we require you or a person over 18 years of age to be home for the appointment.

If your initial schedule time is not suitable, please let us know so that we can coordinate and rearrange this with our Engineering team.

Cheers,

[JongR]

Hi @Wyzak

Have you already tried resetting the Windows TCP/IP stack?
If you haven't already, please read on.

The TCP/IP stack Winsock settings in Windows can sometimes get corrupted by various networking software installations, or computer virus infections.

Corrupt Winsock can cause various networking errors, including inability to surf the internet with "Page cannot be displayed" browser error, even though the network card appears to be connected.

The following steps will guide you in resetting winsock and reinstalling TCP/IP on your Windows 10 computer.

Note: You must be logged on to the computer as an administrator to perform the steps.

See below guide:

1. Open command prompt in Admin mode by jointly pressing two keys “Windows logo and X” on your keyboard. The Power Menu will then appear on the left side of the screen.
2. Click the “Command Prompt (Admin)”.
3. Press “Yes” on the User Account Control confirmation message that pops up.
4. Type: netsh winsock reset and hit Enter.
5. Type: netsh int ip reset and hit Enter again.
6. Restart the computer.

Be sure to share with us the results.

[Wyzak]

Hi JongR,

I appreciate the suggestion and I will try this tonight, but it's unlikely to make a difference. The issue that I am seeing spans across multiple computers, including my phones and tablets. It spans across Ethernet and WiFi connected devices.

The issue goes away completely if I VPN (over my FTTP NBN) to my workplace and push all my traffic through the VPN. If netsh was the issue it does not make sense that it goes away when I connect to VPN.

[Wyzak]

Hi JongR,

I ran those commands and reset my PC.

C:\WINDOWS\system32>netsh winsock reset

Sucessfully reset the Winsock Catalog.
You must restart the computer in order to complete the reset.


C:\WINDOWS\system32>netsh int ip reset
Resetting Compartment Forwarding, OK!
Resetting Compartment, OK!
Resetting Control Protocol, OK!
Resetting Echo Sequence Request, OK!
Resetting Global, OK!
Resetting Interface, OK!
Resetting Anycast Address, OK!
Resetting Multicast Address, OK!
Resetting Unicast Address, OK!
Resetting Neighbor, OK!
Resetting Path, OK!
Resetting Potential, OK!
Resetting Prefix Policy, OK!
Resetting Proxy Neighbor, OK!
Resetting Route, OK!
Resetting Site Prefix, OK!
Resetting Subinterface, OK!
Resetting Wakeup Pattern, OK!
Resetting Resolve Neighbor, OK!
Resetting , OK!
Resetting , OK!
Resetting , OK!
Resetting , OK!
Resetting , failed.
Access is denied.

Resetting , OK!
Resetting , OK!
Resetting , OK!
Resetting , OK!
Resetting , OK!
Resetting , OK!
Resetting , OK!
Restart the computer to complete this action.

after the restart things started okay for a bit, and then after refreshing the websites a few times I ran into the usual problems where different sites load 99% of the way and then get stuck on waiting for...

waiting for static.chartbeat.com on www.watoday.com.au
waiting for cdn.krxd.net on www.watoday.com.au
waiting for www.news24.com on www.news24.com
waiting for scontent.fper5-1.fna.fbcdn.net on www.news24.com
waiting for cdn-gl.imrworldwide.com on thewest.com.au
waiting for pixel.mathtag.com on www.lotterywest.wa.gov.au
waiting for match.adsrvr.org on www.lotterywest.wa.gov.au
waiting for ssl.google-analytics.com on community.tpg.com.au

I then ran a speedtest which is fine - http://www.speedtest.net/result/7591117842

[JongR]

Hi @Wyzak

Thanks for sharing the results.

I understand that Moderator Erika has arranged for a TPG Field technician to attend to your premises.

I hope that this will lead us to the resolution of your browsing issue.

[Wyzak]

Hi there,

Unfortunately my issue is still unresolved even after the technician visited my premises. He plugged straight into the NBN NTU with his notebook and used his PPPOE details to form a connection which showed the same issues that I've been experiencing.

He mentioned that he was going to the exchange to see if he can find the problem, but I have not heard anything since.

Meanwhile, NBNco has come back to me and said that TPG must lodge a fault with NBNco and they will help to resolve it. Has this been done?

[Erika]

Hi @Wyzak, 

I've chased this now with our Engineering team and has forwarded your query. 

They'll be contacting you via e-mail as you've requested to them yesterday. 

Cheers!

[Erika]

Hi @Wyzak, 

I can see that one of our Engineers has tried to get in touch with you yesterday but it seems like you've missed their call. 

Based on the latest update, NBN Co has finished the investigation however, we've been advised that the have not found an issue with their network. NBN Co has transferred the service to UNID3 for testing. Please connect  your modem to UNID3 of NBN box and test your connection. 

Should the issue persists, please let us know your best contact time for us to rearrange a call from our Engineering team. 

Cheers!

[Wyzak]

Hi Erika,

Yes, I was overseas and was unable to take a call hence the missed call.

I have switched over to UNID3 and the results are looking promising so far. I have not yet been able to reproduce the issue, but I would like to continue testing for a few more days before closing the case.

If this resolves the issues, does it mean that both UNID1 and UNID2 are defective on my NBNco NTU? My previous RSP was on UNID2 which showed the same issue, and TPG was on UNID1 which showed the same issue. If that is the case, will my NTU be replaced with one that is not defective?