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slow speed and continuous dropouts

Level 1a

We moved in April 2018 to a different suburb (3122 to 3146) and had issues with the internet speed and stability.

Tried all troubleshooting but nothing. Same setup (modem, laptops) was working fine in the old house. I'm guessing something not good with the cables to the house?

 

When the slowness starts, ping www.google.com is somtime not reaching. Sometime until the internet completly drops. Right now the speed is around 2.6Mbps download, 56ms ping (bit slow download?)

 

Issues are more frequent at pick hours (evenings and weekend).

 

What can we do?

Thanks.

 

Example of ping:

 

$ ping www.google.com

PING www.google.com (172.217.25.36): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

Request timeout for icmp_seq 4

Request timeout for icmp_seq 5

Request timeout for icmp_seq 6

Request timeout for icmp_seq 7

64 bytes from 172.217.25.36: icmp_seq=8 ttl=53 time=37.684 ms

Request timeout for icmp_seq 9

Request timeout for icmp_seq 10

Request timeout for icmp_seq 11

Request timeout for icmp_seq 12

Request timeout for icmp_seq 13

Request timeout for icmp_seq 14

64 bytes from 172.217.25.36: icmp_seq=15 ttl=53 time=35.845 ms

64 bytes from 172.217.25.36: icmp_seq=16 ttl=53 time=38.393 ms

Request timeout for icmp_seq 17

Request timeout for icmp_seq 18

Request timeout for icmp_seq 19

64 bytes from 172.217.25.36: icmp_seq=20 ttl=53 time=81.034 ms

64 bytes from 172.217.25.36: icmp_seq=21 ttl=53 time=82.090 ms

64 bytes from 172.217.25.36: icmp_seq=22 ttl=53 time=35.803 ms

Request timeout for icmp_seq 23

Request timeout for icmp_seq 24

Request timeout for icmp_seq 25

64 bytes from 172.217.25.36: icmp_seq=26 ttl=53 time=85.389 ms

64 bytes from 172.217.25.36: icmp_seq=27 ttl=53 time=44.871 ms

Request timeout for icmp_seq 28

64 bytes from 172.217.25.36: icmp_seq=29 ttl=53 time=214.572 ms

64 bytes from 172.217.25.36: icmp_seq=30 ttl=53 time=35.734 ms

Request timeout for icmp_seq 31

Request timeout for icmp_seq 32

Request timeout for icmp_seq 33

Request timeout for icmp_seq 34

64 bytes from 172.217.25.36: icmp_seq=35 ttl=53 time=39.165 ms

Request timeout for icmp_seq 36

64 bytes from 172.217.25.36: icmp_seq=37 ttl=53 time=224.116 ms

Request timeout for icmp_seq 38

64 bytes from 172.217.25.36: icmp_seq=39 ttl=53 time=35.535 ms

64 bytes from 172.217.25.36: icmp_seq=40 ttl=53 time=41.895 ms

64 bytes from 172.217.25.36: icmp_seq=41 ttl=53 time=129.921 ms

64 bytes from 172.217.25.36: icmp_seq=42 ttl=53 time=40.043 ms

64 bytes from 172.217.25.36: icmp_seq=43 ttl=53 time=36.599 ms

64 bytes from 172.217.25.36: icmp_seq=44 ttl=53 time=70.435 ms

64 bytes from 172.217.25.36: icmp_seq=45 ttl=53 time=97.501 ms

64 bytes from 172.217.25.36: icmp_seq=46 ttl=53 time=148.200 ms

64 bytes from 172.217.25.36: icmp_seq=47 ttl=53 time=45.804 ms

c64 bytes from 172.217.25.36: icmp_seq=48 ttl=53 time=35.383 ms

64 bytes from 172.217.25.36: icmp_seq=49 ttl=53 time=39.337 ms

^C

--- www.google.com ping statistics ---

50 packets transmitted, 23 packets received, 54.0% packet loss

round-trip min/avg/max/stddev = 35.383/72.841/224.116/54.885 ms

 

$ date

Wed 14 Nov 2018 22:13:04 AEDT

 

2 REPLIES 2
Moderator

Hi @Yohann,

 

Welcome to the community!


I was able to locate your account using your community details and ran initial tests on your service. It shows a possible line fault causing dropouts and slow connection to the service. I would like to arrange a call from one of our Technicians for further test and investigation.

 

In case you need a reference: How to send a PM.

 

Cheers!

Moderator

Hi @Yohann, we have arranged a specialist to contact you between 2pm and 3pm Victoria time today.

 

Should you have a preferred contact number and time, please send it via PM. Thank you.