Telkom Internet Capped/Uncapped User Feedback (Pt2)

SilentCynic said:
Okay, I am officially at my wits' end with Telkom.

THE STORY THUS FAR:

About a month ago, my internet connection (2GB uncapped account with MWEB, Telkom handles the line) started dropping frequently. It drops everywhere between every two minutes and every ten hours. No static on the phone line, and Telkom initially claimed all looked fine from their side.

I made the first fault report the day after this issue began. This ticket was closed a few days later without resolving the problem.

After discovering that this fault was marked "resolved", I made another, and requested an escalation. About a week after logging this fault, I received a phone call from a Telkom staff member who informed me that a technician would definitely be dispatched the following day. Nothing happened, and this fault, too, was closed about four or five days after I got this call.

Opening a third fault, I immediately escalated it with the customer service staff member I was talking to, and, the following day, escalated it further with a deputy regional manager, who assured me that he had marked this particular fault to only be cleared after a technician has physically visited my property (which, to date, none had).

This final ticket has now also been closed, without a single shred of assistance, and the problem persists.

So, I come to you guys and gals with my hat in my hands. Any ideas?
Click to expand...
Test it with a free service from another ISP.

PS. Somebody fed you a load of BS. There is no such thing as a deputy regional manager... they aren't even regional managers!
 
Still experiencing random internet outages throughout every day in the Northern Suburbs CT.

Although these outages usually no longer last for hours at a time, they now usually cause a 100% loss of connectivity and also make the entire PPPoE connection to drop and fail to auth for periods most of the time.
 
Rudel said:
Still experiencing random internet outages throughout every day in the Northern Suburbs CT.

Although these outages usually no longer last for hours at a time, they now usually cause a 100% loss of connectivity and also make the entire PPPoE connection to drop and fail to auth for periods most of the time.
Click to expand...

This is most likely not a Telkom Internet issue, but a line stability issue. Please check if your modem indicates (e.g. in the logs) that it loses sync around the same time.

Please log a DSL line fault for intermittent sync, if you do see that the modem loses sync.
 
ranger said:
This is most likely not a Telkom Internet issue, but a line stability issue. Please check if your modem indicates (e.g. in the logs) that it loses sync around the same time.

Please log a DSL line fault for intermittent sync, if you do see that the modem loses sync.
Click to expand...

This is definitely not the case as my router has been synced for 82 hours, which was when I last reset it while getting my port reset by Telkom.

PPPoE connections do not drop every time that there is a connectivity outage, but it has happened a lot of the time over the last few days. I have seen PPPoE connections drop over 15 times in the last few days.

Before connectivity drops completely, open connections usually become extremely throttled making any open connections be unable to sustain the required throughput to function. This is exactly the same thing which myself and many other users have experienced for weeks in Cape Town, except that now it usually ends with a total loss of connectivity, often followed by PPPoE drops.
 
Rudel said:
This is definitely not the case as my router has been synced for 82 hours, which was when I last reset it while getting my port reset by Telkom.
Click to expand...

Please check the error counters on your DSL port too.

PPPoE connections do not drop every time that there is a connectivity outage, but it has happened a lot of the time over the last few days. I have seen PPPoE connections drop over 15 times in the last few days.
Click to expand...

The only times we disconnect users are:
- When a customer account is cancelled
- When an internet package is changed (upgrade/downgrade etc)
- At user request with OTP required
- For administrative reasons (e.g. refarming of IP address blocks, usually due to migrations of DSLAMs). This is quite rare at present (compared to a year ago when it was about once a month).


[/QUOTE]
Before connectivity drops completely, open connections usually become extremely throttled making any open connections be unable to sustain the required throughput to function. This is exactly the same thing which myself and many other users have experienced for weeks in Cape Town, except that now it usually ends with a total loss of connectivity, often followed by PPPoE drops.[/QUOTE]

The only possible common cause for these two problems is line quality and errors in DSL modulation between ypur modem and the DSLAM.

IPC congestion or similar could affect your throughput, but can't have any affect on the status of your PPPoE session. We don't currently even have any live RADIUS infrastructure in Cape Town at present.

There was some bandwidth shortage in Cape Town for about one to two weeks from when it was first measurable, and was resolved last week. There is no possobility that that would have influenced anyone's PPPoE session status directly. Any connectivity issues before that are not due to anything on our side.
 
SilentCynic said:
Okay, I am officially at my wits' end with Telkom.

THE STORY THUS FAR:

About a month ago, my internet connection (2GB uncapped account with MWEB, Telkom handles the line) started dropping frequently. It drops everywhere between every two minutes and every ten hours. No static on the phone line, and Telkom initially claimed all looked fine from their side.

I made the first fault report the day after this issue began. This ticket was closed a few days later without resolving the problem.

After discovering that this fault was marked "resolved", I made another, and requested an escalation. About a week after logging this fault, I received a phone call from a Telkom staff member who informed me that a technician would definitely be dispatched the following day. Nothing happened, and this fault, too, was closed about four or five days after I got this call.

Opening a third fault, I immediately escalated it with the customer service staff member I was talking to, and, the following day, escalated it further with a deputy regional manager, who assured me that he had marked this particular fault to only be cleared after a technician has physically visited my property (which, to date, none had).

This final ticket has now also been closed, without a single shred of assistance, and the problem persists.

So, I come to you guys and gals with my hat in my hands. Any ideas?
Click to expand...

For starters, post your line stats.
 
Anyone having issues? Can't access Xbox Live, can't refresh my emails on the windows mail app (Win10, outlook account) certain sites don't work.
 
NorthPole said:
Anyone having issues? Can't access Xbox Live, can't refresh my emails on the windows mail app (Win10, outlook account) certain sites don't work.
Click to expand...

There was an issue affecting SAIX coonectivity to Microsoft (including SAIX DNS, which we still provide to TI DSL users by default). If you were using other DNS (Google or OpenDNS or our new DNS which we haven't cut users over to, 105.225.0.1 and 105.225.0.2) you should not have been affected.

The SAIX issue was resolved by abut 11h10.
 
ranger said:
There was an issue affecting SAIX coonectivity to Microsoft (including SAIX DNS, which we still provide to TI DSL users by default). If you were using other DNS (Google or OpenDNS or our new DNS which we haven't cut users over to, 105.225.0.1 and 105.225.0.2) you should not have been affected.

The SAIX issue was resolved by abut 11h10.
Click to expand...

Thanks for the info ranger:)
 
Having unreliable ADSL for about a month now. Seems to be okay on weekday mornings only and at all other times its pretty terrible. Below are 2 traceroutes with times shortly before and after the drop in performance. Can I expect anything to improve in the next few months?

Mon Jul 25 15:12:37 SAST 2016

1 10.0.0.2 (10.0.0.2) 3.631 ms 0.766 ms 0.694 ms
2 wtvw-ip-bb-1.south.dsl.telkomsa.net (105.224.136.1) 11.393 ms 11.425 ms 11.294 ms
3 wbs-ip-hsll-2-gi4-0-0-vl102.telkom-ipnet.co.za (105.226.0.21) 16.397 ms 15.962 ms 14.718 ms
4 ipc-2-up.south.dsl.telkomsa.net (105.226.0.22) 15.249 ms 15.647 ms 14.212 ms
5 ipc-aggr-2.south.dsl.telkomsa.net (105.226.0.57) 14.646 ms 14.814 ms 15.488 ms
6 ct1-pr-01-te0-0-0.net.telkomsa.net (105.187.249.138) 15.394 ms 14.729 ms 14.013 ms
7 hetzner2.ixp.capetown (196.10.140.21) 14.364 ms 16.456 ms 14.426 ms
Click to expand...

Mon Jul 25 16:26:46 SAST 2016

1 10.0.0.2 (10.0.0.2) 3.646 ms 0.735 ms 0.729 ms
2 wtvw-ip-bb-1.south.dsl.telkomsa.net (105.224.136.1) 76.823 ms 100.260 ms 104.652 ms
3 wbs-ip-hsll-2-gi4-0-0-vl102.telkom-ipnet.co.za (105.226.0.21) 3236.712 ms 1817.059 ms 2175.820 ms
4 ipc-2-up.south.dsl.telkomsa.net (105.226.0.22) 157.428 ms 187.451 ms 175.017 ms
5 ipc-aggr-2.south.dsl.telkomsa.net (105.226.0.57) 178.084 ms 172.263 ms 173.357 ms
6 ct1-pr-01-te0-0-0.net.telkomsa.net (105.187.249.138) 164.831 ms 172.028 ms 155.147 ms
7 hetzner2.ixp.capetown (196.10.140.21) 157.586 ms 175.819 ms 191.502 ms
Click to expand...
 
tehtorq said:
Having unreliable ADSL for about a month now. Seems to be okay on weekday mornings only and at all other times its pretty terrible. Below are 2 traceroutes with times shortly before and after the drop in performance. Can I expect anything to improve in the next few months?
Click to expand...

2nd traceroute indicates the DSLAM backhaul is congested, none of the results after hop 2 can be trusted (unless you use a tool such as mtr/winmtr which ping all hops simultaneously and can thus provide a more accurate picture than looking at different hops at different times).

Since this issue is out of our (Telkom Internet's) control and we are not allowed any more visibility on these issues than other ISPs, all I can recommend is that you log a DSL fault for DSLAM congestion indocating when it seems slow.
 
Is it just me or are games kind of unplayable? I've tried playing league of legends(intl servers) and BF4 on the local servers and it seems like some kind of packet loss I'm guessing. Like the connection cuts off for less than a second and the game suddenly jumps to catch up. It's only the Telkom account that causes this.

And Youtube is an absolute nightmare, I can't even stream 480p smoothly....
 
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