customer number: 320930979
Hi. I've been having a problem with 15-25% packet loss for a week. I called this in and got referred to your engineers that handle these requests. The response I got was:
"This is to inform that as per checking done by our engineers, packet loss started outside Bayan’s network – which is beyond our control."
These are sample traceroutes from today.
Target Name:
www.yahoo.com IP: 98.137.149.56
Date/Time: 3/12/2010 7:15:18 PM to 3/12/2010 7:16:57 PM
Hop Sent Err PL% Min Max Avg Host Name / [IP]
2 100 0 0.0 13 205 22 121.96.128.1.bti.net.ph [121.96.128.1]
3 100 0 0.0 13 277 27 121.96.0.138.BTI.NET.PH [121.96.0.138]
4 100 0 0.0 13 289 27 121.96.0.138.BTI.NET.PH [121.96.0.138]
5 100 0 0.0 13 275 21 [202.78.119.9]
6 99 10 10.1 357 600 374 if-13-3-0.core3.HK2-HongKong.as6453.net [116.0.82.77]
7 100 20 20.0 363 574 378 if-10-0-0-945.mcore4.PDI-PaloAlto.as6453.net [216.6.95.118]
8 99 11 11.1 362 430 379 ix-11-0-3.mcore4.PDI-PaloAlto.as6453.net [207.45.196.90]
9 37 5 13.5 361 450 372 UNKNOWN-216-115-107-75.yahoo.com [216.115.107.75]
10 53 2 3.8 361 408 368 te-8-1.bas2-1-prd.sp2.yahoo.com [67.195.128.243]
11 100 5 5.0 377 458 396 ir1.fp.vip.sp2.yahoo.com [98.137.149.56]
Target Name:
www.download.com IP: 216.239.122.178
Date/Time: 3/12/2010 7:30:11 PM to 3/12/2010 7:31:50 PM
Hop Sent Err PL% Min Max Avg Host Name / [IP]
2 100 0 0.0 12 63 18 121.96.128.1.bti.net.ph [121.96.128.1]
3 100 0 0.0 13 255 37 121.96.0.138.BTI.NET.PH [121.96.0.138]
4 100 0 0.0 13 245 35 121.96.0.138.BTI.NET.PH [121.96.0.138]
5 100 0 0.0 13 61 19 121.96.0.114.bti.net.ph [121.96.0.114]
6 100 0 0.0 13 54 19 [202.78.96.222]
7 100 0 0.0 13 46 19 s32.lvlup3.bt-ix.bti.net.ph [202.78.96.221]
8 100 0 0.0 13 233 25 [202.78.119.1]
9 100 9 9.0 335 386 353 [12.119.139.13]
10 100 7 7.0 375 417 384 cr2.sffca.ip.att.net [12.122.136.66]
11 99 10 10.1 374 414 381 cr2.la2ca.ip.att.net [12.122.31.133]
12 100 15 15.0 376 422 382 cr2.dlstx.ip.att.net [12.122.28.177]
13 100 15 15.0 375 461 383 gar10.dlstx.ip.att.net [12.122.138.125]
14 99 19 19.2 375 517 386 [12.87.121.22]
15 100 11 11.0 374 451 382 c18-rb-gtm2-tron-xw-lb.cnet.com [216.239.122.178]
As you can see, the problem is happening during the jump between bayantel (202.78.119.x) and the first hop out of the country and I disagree with your engineer's assessment that this is not within bayantel's control. I emailed back with a suggestion that they contact the provider up the chain to see what's happening and maybe collaborate on a solution to this issue but I've received no response. Clearly they're simply passing on the blame and not really interested in looking for solutions to customer problems.
I will concede that there is no problem with my connection to bayantel itself, but because the problem is beyond the first few hops, I must believe that this is happening to other customers too and not a specific problem to my setup.
By the way, my internet connection is primarily used for voice calls and this issue leads to frustrating dropped calls and repeatedly going 'hello? can you say that again??'. I can imagine most web surfers would not feel this problem but this issue is probably affecting other streaming applications as well.
