Telkom ISP users report Google problems (16 January 2012)

[Flowerhat]

I use Google maps during most of my working day and Hell Yes!

 

[ranger]

Telkom ISP users report Google problems (16 January 2012)

Numerous users report problems using Google’s services on their Telkom ISP ADSL connections

Please provide a source. If you really want the technical people to be able to investigate, you need to provide more than forum hearsay.

From the article:

Telkom was contacted for feedback, but the company did not respond by the time of publication.

From: Rudolph Muller
Sent: 16 January 2012 02:12 PM
Subject: Telkom comment needed

Article published less than 3 hours later. Speaking for one team involved in providing a response, most people in the team had spent a large part of Sunday and Monday morning recovering many services from a failed power cutover, and were not in the office on Monday afternoon. We have in the past few weeks already been enquiring with SAIX regarding some user experience issues, and, instead of just providing a boiler plate response, would like to investigate the issue to its full resolution.

Telkom’s helpdesk said that they have no way of seeing whether users are experiencing problems with Google services on ADSL,

This is entirely true at present (assuming "Telkom's helpdesk" refers to the TelkomInternet Help Desk).

instead referring all queries to SAIX.

IMHO this is incorrect, they should have been logging FQs on behalf of customers and escalating internally (of which I can see no evidence). Please, provide more details here. We can't fix what we don't see/hear.

 

[ranger]

Only problem I had was trying to send an email with a recipient's email address ******(at)telkomsa.net. Maybe it was our email server?

Caused by a UPS failure on Sunday morning during testing. While most servers recovered fine, some network equipment (including load balancers) did not. The equipment vendor can not explain the problem, and have asked for traces and packet captures. In the meantime, some workarounds (that should not be needed, and should in actual fact have no effect) eventually restored all services early on Monday morning.

 

[Other Pineapple Smurf]

Well I'm still having problems trying to log into my Google accounts with my Telkom account, switch to Afrihost and all is well in the Land of Nod - must say that this is the first time in the nearly two years of using Telkom as my ISP that I've had any issues.

 

[DaKatzMudder]

Telkom installed my trial for uncapped ADSL about 2 weeks ago and now I can't get my gmail or any international sites since Friday. Going mad.

 

[Electron1]

One of my clients using Telkom ISP also had problems with gmail - the accounts are configured to use IMAP. Outlook basically was hanging while trying to sync, and only downloading headers.

Today does seem better though, so I wonder what has been done to improve it.

 

[ranger]

There was an initiative to increase peering with Google in the UK, but it seems that just after bringing up the peering link, problems (apparently a routing loop inside Google's network) were experienced. Troubleshooting with Google began early on the 17th. Around midday on the 18th (delays seemed to be on Google's side), Google requested SAIX to switch to peering in Hong Kong while they tried to resolve the routing issue. The traffic was switched to the new London peering link again late on the 18th, but Google reported that an automated process had reverted some of the manual mappings that had addressed the problem, and the traffic was reverted to peer in Hong Kong early on the 19th.

I haven't heard anything since then.

 

[Grouter]

I have just been to a client experiencing just this problem as described above - google fine, can ping pop.gmail.com, but can't access gmail through any browser. International working fine, skype also fine. Client is on a 1 Gb capped telkomsa account. Anyone with any news?