Broadband users suffer service delays

Telstra BigPond ADSL and cable customers have again reported problems with the ISP’s broadband network, this time relating to accessing the Internet.

According to an official post added to the Telstra BigPond service status page yesterday, the latest disruption to hit the network commenced at 9.25 a.m. Tuesday and affected BigPond ADSL broadband customers in NSW.

“Customers will experience (impact example: errors when attempting to connect). Technicians are treating this issue as a priority and are working on the problem,” the latest post states.

Telstra spokesperson Kerrina Lawrence said the delays yesterday were “the result of some upgrade activity to create additional capacity across the network”.

Lawrence said the issue had been resolved by 1pm yesterday.

But BigPond broadband customers discussing the latest service delays on broadband forum site Whirlpool were still complaining of being unable to access the Web at 10.00 a.m. today.

Another post added to the Telstra service status page at 8.42 a.m. today stated the ISP was investigating problems with ADSL services.

As well as BigPond retail customers, broadband users subscribed to services provided by Telstra Wholesale’s ADSL customers iiNet, Internode and Swiftel have also reported huge issues with connectivity yesterday and today. Problems were primarily reported across NSW services.

According to information posted on ISP Internode’s service status site, the problems are being caused by a “Telstra routing problem”.

A service status e-mail sent to Swiftel customers on Tuesday afternoon was more informative, stating “Telstra originally advised that the problems that began at 2.00 a.m. [Tuesday] in some parts of NSW had been resolved at approximately 10.45 a.m. this morning.

“Telstra have now amended their statement to ‘Most areas of NSW are now unaffected by the recent forced upgrade in the Telstra DSLAM but the fault has been re-opened as approximately 15 per cent of NSW remains affected’.”

While unable to confirm the reasons cited by either Swiftel or Internode, Lawrence said the network upgrade did have an affect on Telstra Wholesale customers.

The network connection issue identified yesterday is the second such issue to affect the NSW BigPond broadband service over the past week.

Preceding Tuesday’s service status post from Telstra is information relating to a connection/timeout error which also occurred across the ADSL and cable networks in NSW. The post, added to the service status site at 10.00 a.m. on Friday 7 November, warns NSW BigPond customers may experience slow response times whilst surfing the Web.

“The problem has been traced to a faulty server. Our technical staff have now resolved the issue and are continuing to monitor the situation,” the post stated.

Lawrence said the delays reported last Friday were the result of a domain name server (DNS) issue. Although the problem was resolved on Friday, Telstra left the service status message on its site yesterday in the event that customers experienced any residual impact from the issue, Lawrence said.

The DNS issues were not related to the latest ADSL Internet connection problems, she said.

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Nadia Cameron

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