Telkom international having issues?

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biltong

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Suddenly everything but local sites are loading insanely slow, if they load at all. It was working 5 minutes ago. Anyone else affected too?
 
Hey Biltong...

There's almost certainly a problem with Telkom ISP for all the Intl.
My intl. has been dog slow (0.5mbps) since yesterday.
I've checked out my FNB Connection account and things are better at 2mbps.
Note prior to this Telkom has been 3.5mbps.
Hope they fix this soon!!!

Rgds,
SD.

PS: Yes - local is still flying at 3.5mbps... but there's an occassional hiccup now and then.
 
steel_dog said:
Hey Biltong...

There's almost certainly a problem with Telkom ISP for all the Intl.
My intl. has been dog slow (0.5mbps) since yesterday.
I've checked out my FNB Connection account and things are better at 2mbps.
Note prior to this Telkom has been 3.5mbps.
Hope they fix this soon!!!

Rgds,
SD.

PS: Yes - local is still flying at 3.5mbps... but there's an occassional hiccup now and then.
Click to expand...

Are you both in Cape Town? no problems at all here
 
Hey all,

Thanks for the feedback.
Things have not improved today. Speedtests from...

FNB Connect
1. Optimum Online, NY, USA: 3.14mbps.
http://www.speedtest.net/result/2415592898.png
2. Vodafone London, UK: 2.46mbps
http://www.speedtest.net/result/2415596760.png


Telkom ADSL US is dismal. UK is very very erratic
1. Optimum Online, NY, USA: 0.8mbps; 0.34mbps; 0.29mbps
http://www.speedtest.net/result/2415616066.png
http://www.speedtest.net/result/2415618174.png
http://www.speedtest.net/result/2415621670.png

2. Vodafone London, UK: 0.52mbps; 1.35mbps; 3.38mbps; 1.08mbps (all in sequence)
http://www.speedtest.net/result/2415605185.png
http://www.speedtest.net/result/2415608329.png
http://www.speedtest.net/result/2415611660.png
http://www.speedtest.net/result/2415613206.png


Any suggestions guys on how I could a resolution on this?
Telkom ISP continually deny issues :(. Does anyone know of someone from Telkom on the forums I can escalate to?

Update: The problem is with Telkom Internet and NOT Telkom ADSL...
Update: Have logged a call with Telkom Internet. They claim no issues (duh!!!). They couldn't argue my case ie. it's an ISP issue, so it's been escalated to the Tech Lead. Here's hoping I get some answers.
 
Last edited:
Logged a call with Telkom Internet. It's 24hrs since logging it. They promised to have someone call me right away... well... as it typical of a disaster of a company - no one has called back.
Here's the current dismal state of the connection...
Intl 0.32mpbs: http://www.speedtest.net/result/2417529287.png

As before local is perfect!!! 3.6mbps.

Help guys...
Is there any Telkom person in the forum that I can escalate to?
 
Received this email earlier in the week:

Dear Telkom Internet User

In keeping with our continuous transformation towards improved services and customer experience, Telkom Internet will be conducting system maintenance. While it is possible that you may experience intermittent service interruption during the maintenance period, rest assured that your ISP will be taking every measure possible to prevent the same.

The maintenance period is Friday, 04 January 2013 from 23:00 to Saturday, 05 January 2013, 01:00.

Please feel free to contact our Technical Support call Centre on 10210 should you have any queries in this regard.
Warm regards
Telkom Internet Technical Support
Click to expand...
 
@MickeyD: Thanks man! Might be the explaination. Will see how things are today and report back.
@Big Bean: Think I'm gonna have to check out Webafrica... What's your experience with them? Consistent speeds?
 
Speeds are still dismal with Telkom Internet. 0.18mbps.
FNB Connect is still perfectly okay - albeit running out of available cap.

Telkom ADSL report that the line is perfectly fine - and I must agree given the symptom. They stated it's a Telkom Internet issue to deal with.
Telkom Internet - After 3 hrs on the line yesterday... and another 1.5hrs, the supervisor on duty promised to escalate the call to a senior technician (as they promised on Saturday). The promised person is apparently on leave... so the call is just sitting there.

Anyway come to suspect that their big change to throttled uncapped has probably messed some users up. They appear to be wary of that 'cause as soon as I mentioned it they conversation went from being "we don't know" to okay "it's a very complex issue and we'll have the senior technician call you."

@Biltong: Are you still experiencing issues?
 
Hey all,
Still major problems with the Telkom Internet connection.
Telkom has been COMPLETELY unresponsive despite HOURS on the phone trying to get this resolved.
There's been missed promise and after missed promise to get back to me. They have not answered a single email and neither has anyone called. They (ADSL Support) have escalated the issue but still no progress.
I have lodged a complaint with ICASA after being told today by the ADSL Fault line to call the Internet line. That was the last straw. After 4 days of an issue being opened and 6 days since the start of the problem. Pathetic!!!!!
ICASA certainly isn't a silver bullet tho... I'll be collecting those here ;-)

Here's what I've noted. There appears to be high latency on their Intl. route (that I'm using).
Have a look at this traceroute - feel free to aid the analysis as I'm not a pro at this.

Code: 
[SIZE=2]Tracing route to [url]www.optimumonline.com[/url] [66.54.17.93]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.0.1
  2    10 ms    11 ms    16 ms  dsl-243-88-01.telkomadsl.co.za [41.243.88.1]
  3    11 ms    10 ms    10 ms  196.43.21.146
  4     *        *        *     Request timed out.
[COLOR="#FF0000"]  5    81 ms   154 ms   310 ms  196.43.10.130
  6   744 ms   773 ms   841 ms  rrba-ip-lir-1-gig-2-0-0-201.telkom-ipnet.co.za [196.43.33.5]
  7   263 ms   332 ms   253 ms  ams-ip-hsll-1-gig-0-1-0.telkom-ipnet.co.za [196.43.9.82][/COLOR]  8  1272 ms  1098 ms   258 ms  213.19.192.1
  9   257 ms   278 ms   256 ms  ae-52-52.csw2.Amsterdam1.Level3.net [4.69.139.185]
 10   251 ms   249 ms   250 ms  ae-58-223.ebr2.Amsterdam1.Level3.net [4.69.153.209]
 11   264 ms   263 ms   340 ms  ae-47-47.ebr2.London1.Level3.net [4.69.143.78]
 12   333 ms   440 ms   332 ms  ae-44-44.ebr1.NewYork1.Level3.net [4.69.137.78]
 13   335 ms   402 ms   410 ms  ae-81-81.csw3.NewYork1.Level3.net [4.69.134.74]
 14   335 ms   331 ms   377 ms  ae-82-82.ebr2.NewYork1.Level3.net [4.69.148.41]
 15   399 ms   362 ms   456 ms  ae-3-3.ebr2.Dallas1.Level3.net [4.69.137.121]
 16   477 ms   408 ms   409 ms  ae-92-92.csw4.Dallas1.Level3.net [4.69.151.165]
 17     *      383 ms   360 ms  ae-41-90.car1.Dallas1.Level3.net [4.69.145.195]
 18   363 ms   375 ms   363 ms  EDS.car1.Dallas1.Level3.net [4.78.221.146]
 19   360 ms   464 ms   408 ms  205.141.208.11
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22   456 ms   408 ms   359 ms  66.54.17.93

Trace complete.[/SIZE]

Traceroute shows excessive ping times enroute (hops 5 to 7) - unusually high on the Telkom part of the network. Link from SA to UK also appears excessive. What's odd is the hop to Amsterdam and back to London :confused:

Anyway... would be cool if you guys could share a "working" tracert and any other comments you have.

... Oh and to top it off... My connection is currently dropping every 5mins since 20h45... The blooming buggers are probably messing with the line ::mad:

On the warpath :twisted:,
SD.
 
Last edited:
@steel_dog: Also having high international latency past few days(2mb uncapped) - tracert results slightly WORSE than yours :(
 
The disconnects i can attest to but i haven't noticed a major degradation on this part of KZN besides one particular downtime about week or so ago. I was able to watch for 9hrs +- straight all the conferences from CES 2013 on ustream.tv using the 2MB uncapped account. I haven't been downloading much so perhaps i must do some tests in that area. Browsing seems fine. I do however switch on the proxy from time to time and have set as default google's dns server.
P: 8.8.8.8 S: 8.8.4.4 Proxy is dsl-cache.saix.net Port: 8080 so while this may not sort all your issues out, please try and see if it makes a difference for you guys. :)

Have you guys noticed no SAiX noticeboard messages are coming through? I check daily that website posted in that section called Networkfail to keep a close eye out. Am not associated with that site but it does give updates from all ISPs which is why i am mentioning it.

@steel_dog , hope someone contacts you soon, not nice to hear how much effort you put in to get some help and we don't know if anyone is really listening :/.
 
steel_dog said:
Hey all,
Still major problems with the Telkom Internet connection.
Click to expand...

At present, Telkom Internet is a reseller of 'SAIX ADSL', no portion of your normal internet traffic goes over any equipment we control. Troubleshooting issues like this is quite a challenge. If you received a reference number from the Telkom Internet call centre, please supply it, and I can ensure someone is looking at it (they should have logged a request or FQ to SAIX, but we should have a ticket open for it on our side too).

Have a look at this traceroute - feel free to aid the analysis as I'm not a pro at this.

Code: 
[SIZE=2]Tracing route to [url]www.optimumonline.com[/url] [66.54.17.93]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.0.1
  2    10 ms    11 ms    16 ms  dsl-243-88-01.telkomadsl.co.za [41.243.88.1]
  3    11 ms    10 ms    10 ms  196.43.21.146
  4     *        *        *     Request timed out.
[COLOR="#FF0000"]  5    81 ms   154 ms   310 ms  196.43.10.130
  6   744 ms   773 ms   841 ms  rrba-ip-lir-1-gig-2-0-0-201.telkom-ipnet.co.za [196.43.33.5]
  7   263 ms   332 ms   253 ms  ams-ip-hsll-1-gig-0-1-0.telkom-ipnet.co.za [196.43.9.82][/COLOR]  8  1272 ms  1098 ms   258 ms  213.19.192.1
  9   257 ms   278 ms   256 ms  ae-52-52.csw2.Amsterdam1.Level3.net [4.69.139.185]
 10   251 ms   249 ms   250 ms  ae-58-223.ebr2.Amsterdam1.Level3.net [4.69.153.209]
 11   264 ms   263 ms   340 ms  ae-47-47.ebr2.London1.Level3.net [4.69.143.78]
 12   333 ms   440 ms   332 ms  ae-44-44.ebr1.NewYork1.Level3.net [4.69.137.78]
 13   335 ms   402 ms   410 ms  ae-81-81.csw3.NewYork1.Level3.net [4.69.134.74]
 14   335 ms   331 ms   377 ms  ae-82-82.ebr2.NewYork1.Level3.net [4.69.148.41]
 15   399 ms   362 ms   456 ms  ae-3-3.ebr2.Dallas1.Level3.net [4.69.137.121]
 16   477 ms   408 ms   409 ms  ae-92-92.csw4.Dallas1.Level3.net [4.69.151.165]
 17     *      383 ms   360 ms  ae-41-90.car1.Dallas1.Level3.net [4.69.145.195]
 18   363 ms   375 ms   363 ms  EDS.car1.Dallas1.Level3.net [4.78.221.146]
 19   360 ms   464 ms   408 ms  205.141.208.11
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22   456 ms   408 ms   359 ms  66.54.17.93

Trace complete.[/SIZE]
Click to expand...

This trace is a bit inconsistent. Notice that the latency from you to Rosebank was significantly higher than the latency from you to Amsterdam.

Since you say your line has been dropping, I suspect line quality is the problem here. Please try and ping a local device in your trace (e.g. 196.43.33.5) and see if there is a large deviation. If so, work back (e.g. 41.243.88.1). If the deviation is high on the closest IP, it points to exchange congestion or line quality. If the deviation is on the further end, it points to backhaul contention.

In future we should have more visibility on issues like this, but for now we have to log tickets to wholesale and networks and hope we get decent answers.

(The path to the U.S. going via Amsterdam is too surprising, as far as I know, Telkom's major IP peering locations are London, Amsterdam and I think Frankurt. The trip through London again was on the transit provider's network, and they may for some reason advertise a lower 'cost' to the U.S via Amsterdam than whichever transit provider is used in London).
 
@ranger: Thanks man. Have refs :-( and absolutely no resolution yet. The call as been closed multiple times too. I'll PM you with the details.
Rgds,
SD
 
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