Some web sites are slow on Tesco Broadband

[Zer02004]

Write to Tesco via recorded delivery fully outlining your complaint. Ask them for the name and contact details of their ADR provider (It's actually OTELO) as you wish to refer the dispute to them. Remind them that they have a duty under section 96 of the Communications Act 2003 to clearly and prominently provide details of their Alternative Disputes Resolution provider and that failure to do so is punishable by fines of up to 10% of turnover.

Tesco
Online House
The Avenue
Cleppa Park
Coedkernew
Newport
NP10 8UG

[Zer02004]

Here's a few more DNS servers to try (There are quite a few others posted elsewhere on these forums):
BT
194.72.9.34
194.74.65.68
UKFSN (EntaNet)
195.74.102.146
195.74.102.147
Pipex
62.241.162.200
62.241.163.201

It may be productive if all those affected run an ipconfig /all command and paste the results here.

[michty_me]

Thats some pretty good stuff. Think I will try them with that and see what they say. When I used the BT DNS servers, Google seemed to load really quick but thats about it. The others said the same of loading page or waiting.
As requested. Here is my results from ipconfig /all. I used my origional DNS settings though.

C:\Documents and Settings\PC>ipconfig /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : the-8c6fcb82a2b
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Description . . . . . . . . . . . : Realtek RTL8139FamilyPCIFastEthernetNIC
Physical Address. . . . . . . . . : 00-20-ED-17-CF-CC

PPP adapter Tesco Broadband:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : WAN (PPP/SLIP) Interface
Physical Address. . . . . . . . . : 00-53-45-00-00-00
Dhcp Enabled. . . . . . . . . . . : No
IP Address. . . . . . . . . . . . : 82.26.***.***
Subnet Mask . . . . . . . . . . . : 255.255.255.255
Default Gateway . . . . . . . . . : 82.26.190.134
DNS Servers . . . . . . . . . . . : 194.168.4.100
194.168.8.100

Hope that gives you enough info.

Thanks

<Edited to remove smilies>

[Zer02004]

That's the info we need and it should be gathered with the DNS servers provided by Tesco.

However, as I said previously, I believe that your particular problem is down to exchange congestion.
Running speed tests at various times of the day over a period of a couple of weeks and keeping records of those tests will strengthen your case. You should try to run these tests at more or less fixed times and these times should be spread over the day. Ensure that you have a mix of peak and off peak times and store the resultant URL as a record. A spreadsheet or similar may be useful for cataloguing these results.

[michty_me]

"That's the info we need and it should be gathered with the DNS servers provided by Tesco."

When you mention the above, Do i have to gather the info or what?

Previously when I ran speed checks I was doing them around 7:30 - 8 AM, 7 - 7:30 PM and 12 - 12:30AM.

These gave me good speeds no matter what time but pages were slower at around the 7 -7:30pm point. Which backs up also your thoughts on busy exchanges. I will start taking speed tests from today (Just use adslguide again?)

[Zer02004]

For now, I would just write as suggested and see what happens.

[michty_me]

Ok. will keep you posted. It would be interesting to find out how many people have this same problem. Do you think it will start getting worse if this tescointernetphone and broadband service takes off. Hope not or they will be getting lots of complaints. The letter is written also. Thanks for the info.

Want to hear from people with the same problems. Just make a quick post to see how bad it actually is or if it is just my area.

Thanks

[Zer02004]

Out of interest, two traceroutes to a poorly performing site taken at a time when loading is slow and when loading is good would be interesting.

[michty_me]

Ok. Will do. I will look for a poor loading site later and see what i can find. I did try to get on www.bebo.com before but that took several minutes to load and is normally ok. Could try that one or do you have a specific one you would like me to try?
I dont understand that on the day my package changed it was fine all day that day. (Saturday 01/07/06) Then been back to the usual slowness. Strange.

[Zer02004]

The bebo site loads fine for me but I do know that it's heavily used. Any site will do as long as I can compare a "slow loading" site with a "quick loading" site.

[michty_me]

I just logged another call with them and actually got someone that said similar to what you said. I asked him to contact BT about it and he said it was not up to them to do this unless my speeds were below 200kbps. Might just phone BT and see what they say (prob just get back to tesco about it). He also spent ages typing out a fault report for me and said someone will get back to me within 3 days! Hopefully so. Lets hope everything goes smoothly.

[VTech_Nullified]

Yea thats the problem, If for example it was down to the line and your 512K connection was slow but had a connection speed of 250, instead of 512K

BT Wholesale will simply ignore this as it doesnt fall into their boundries.

And the fault report might take slightly longer to process if it reaches BT

2-3 days with the teams at the call centers and then if it needs to be handed to BT thier turnaround is 72 hours....which isnt the best.

[michty_me]

Im not bothered in waiting 3 days each way considering this problem has been ongoing for a few months now. Maybe I will get somewhere now or maybe im just getting my hopes up. Hope not anyway!!!

[Zer02004]

If this is down to congestion, then because this is a DataStream based provision, BTw won't even come into the picture and attempting to get BTr involved may even confuse things.

[Ivan]

It would be great to know how you get on, as I e-mailed them to day with exactly the same problems. All they could say wasYou may be experiencing slow connections and slow browsing due to low system resources on your computer.
To check what system resources are available:

Go to Start, Settings, Control panel, System and look at the performance tab, it will display your current usage of System resources.
For XP users press CTRL + ALT + DELETE and then choose Task manager, select performance to view your resource usage.
This kind of problem is normally caused by TSR (Terminate-and-Stay-Resident) programs, these are programs that start to run as soon as you boot up windows.

Programs such as adware, spyware or update software are TSR programmes, and each one uses up a percentage of your system resources, by disabling the start up of some programs you may be able to free up some system resources and improve your connection.

Pretty much a standard answer from looking at your conversations on here.

[Zer02004]

Pretty much a standard answer from looking at your conversations on here.

Originally Posted by Ivan

Hi Ivan.... Pretty much a load of drivel too!
I'm willing to guide anyone through extensive virus/malware tests which will provide results for their "technicians" to analyse. I would even allow Tesco to contact me as to the health of your systems if it will in any way combat their complete ineptitude.

In the meantime, write to them as discussed earlier and then take your cases to their ADR provider. After that it's time to get tough and bring in Trading Standards to start with, then the DTI and other avenues after that.

[michty_me]

zero2004 is pretty much right. Im on my comp now at 1:55AM (plus been to pub)and its goooooood! best time for me to go on even though it makes me late for work. Zero I have a letter typed. Is it possible for you to have a look without me posting it on the forums. Would much appreciate it if you managed to look and advised if I had to add anything.

Thanks

[Zer02004]

You can PM me the contents if you wish.

[Zer02004]

After chatting to a few knowledgeable folks it seems that the NTL DSL network is very congested indeed, particularly in the North of England. I believe East London may also be affected.
Work was supposed to be in progress to alleviate this but no-one seems to know when or if any completion dates are available or indeed if any work has progressed at all.

[michty_me]

Ok thanks for the useful info. How did you find out about all the NTL congestion? I am in scotland so it must be pretty bad here also (Aberdeen area) Is there a place where you can find out about the congestion or are you going through friends?

[Zer02004]

All I can say is that the situation gets worse. Tesco/NTL have been aware of these problems since at least the beginning of this year and have received very many complaints about it.

[michty_me]

I thought they knew about but not for that amount of time. A help desk assistant told me that there were problems and I assumed it would be something like what you have just said. Its just annoying how they know about the problem but still try to blame their customers equipment. Very poor if you ask me.

[michty_me]

here are the trace routes for www.bebo.com

I have posted good and bad page loading times. Here we go :-

C: \Documents and Settings\PC>tracert www.bebo.com
GOOD SPEED PAGES
Tracing route to www.bebo.com [207.7.149.50]
over a maximum of 30 hops:

1 26 ms 15 ms 14 ms edin-bam-1.inet.ntl.com [194.
2 14 ms 15 ms 15 ms edin-t2core-a-ge-wan63.inet.n
7]
3 30 ms 30 ms 30 ms edin-t2core-b-ge-wan64.inet.n
0]
4 30 ms 30 ms 41 ms lee-bb-b-so-220-0.inet.ntl.co

5 30 ms 30 ms 30 ms man-bb-a-so-700-0.inet.ntl.co

6 30 ms 30 ms 30 ms 212.187.137.1
7 30 ms 30 ms 46 ms so-6-1-0.mp2.Manchesteruk1.Le
118]
8 45 ms 30 ms 30 ms so-1-1-0.bbr1.London1.Level3.
9 29 ms 30 ms 30 ms ae-12-55.car2.London1.Level3.

10 30 ms 30 ms 30 ms ge11-1.mpr2.lhr1.uk.above.net

11 108 ms 108 ms 108 ms so-4-0-0.cr1.dca2.us.above.ne
12 123 ms * 124 ms so-6-1-0.mpr2.atl6.us.above.n
13 123 ms 124 ms 123 ms so-0-0-0.mpr1.atl6.us.above.n
14 139 ms 139 ms 139 ms so-4-3-0.mpr2.iah1.us.above.n
15 139 ms 139 ms 139 ms so-0-0-0.mpr1.iah1.us.above.n
16 170 ms 170 ms 170 ms so-5-0-0.mpr2.lax9.us.above.n
17 170 ms 170 ms 170 ms so-0-0-0.mpr1.lax9.us.above.n

18 170 ms * 170 ms so-7-2-0.mpr4.sjc2.us.above.n

19 170 ms 170 ms 170 ms so-0-0-0.er10a.sjc2.us.above.

20 170 ms 170 ms 170 ms 64.124.73.34.available.above.

21 170 ms 170 ms 170 ms core-01.ge-1-2.sfo1.gni.com [
22 170 ms 170 ms 170 ms 64.127.105.236
23 170 ms 186 ms 170 ms www.bebo.com [207.7.149.50]



Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
SLOW SPEED PAGES
CDocuments and Settings\PC>tracert www.bebo.com

Tracing route to www.bebo.com [207.7.149.50]
over a maximum of 30 hops:

1 17 ms 17 ms 17 ms edin-bam-1.inet.ntl.com [194.145.148.189]
2 16 ms 15 ms 18 ms edin-t2core-b-ge-wan62.inet.ntl.com [62.253.0.21
7]
3 25 ms 22 ms 20 ms lee-bb-b-so-220-0.inet.ntl.com [213.105.174.125]

4 21 ms 20 ms 20 ms man-bb-a-so-700-0.inet.ntl.com [62.253.185.193]

5 21 ms 20 ms 22 ms 212.187.137.1
6 21 ms 20 ms 20 ms so-6-1-0.mp2.Manchesteruk1.Level3.net [4.68.113.
118]
7 29 ms 28 ms 28 ms so-1-1-0.bbr1.London1.Level3.net [4.68.128.73]
8 * 28 ms * ae-12-55.car2.London1.Level3.net [4.68.116.144]

9 * 29 ms 30 ms ge11-1.mpr2.lhr1.uk.above.net [208.185.188.185]

10 101 ms * 101 ms so-7-0-0.cr1.dca2.us.above.net [64.125.31.186]
11 * 113 ms 122 ms so-6-0-0.mpr2.atl6.us.above.net [64.125.27.62]
12 * 112 ms * so-0-0-0.mpr1.atl6.us.above.net [64.125.27.49]
13 138 ms 141 ms * so-3-1-0.mpr2.iah1.us.above.net [64.125.29.62]
14 138 ms 137 ms * so-0-0-0.mpr1.iah1.us.above.net [64.125.31.61]
15 169 ms 170 ms * so-4-1-0.mpr2.lax9.us.above.net [64.125.29.101]

16 173 ms 170 ms * so-0-0-0.mpr1.lax9.us.above.net [64.125.31.101]

17 171 ms * * so-6-0-0.mpr4.sjc2.us.above.net [64.125.30.129]

18 * 167 ms * so-0-0-0.er10a.sjc2.us.above.net [64.125.30.94]

19 * * * Request timed out.
20 * 169 ms 168 ms core-01.ge-5-16.sfo1.gni.com [64.127.96.17]
21 167 ms * 167 ms 64.127.105.236
22 168 ms * * www.bebo.com [207.7.149.50]
23 * 171 ms 168 ms www.bebo.com [207.7.149.50]

Trace complete.

[Zer02004]

As I suspected, both are similar.
Here's one from me. Take no notice of the times as I have other things going on but the similarity does suggest that something is very wrong within the NTL network.

Tracing route to www.bebo.com [207.7.149.50]
over a maximum of 30 hops:

  1    37 ms    29 ms    29 ms  loopback1.ar3.he1.systems.pipex.net [62.241.161.230]
  2    30 ms    29 ms    29 ms  ge-0-0-0.cr2.he1.systems.pipex.net [62.241.161.177]
  3    30 ms    29 ms    29 ms  pc2.cr05.hx2.bb.pipex.net [62.72.143.49]
  4    30 ms    29 ms    29 ms  v3952.cr05.tn5.bb.pipex.net [62.72.137.9]
  5    30 ms    29 ms    28 ms  902.g9-2.mpr2.lhr1.uk.above.net [209.249.203.137]
  6    30 ms    29 ms    29 ms  so-2-1-0.cr2.lhr3.uk.above.net [208.184.231.65]

  7    30 ms    29 ms    29 ms  64.125.27.233.available.above.net [64.125.27.233]
  8   100 ms    99 ms    99 ms  so-7-0-0.cr2.dca2.us.above.net [64.125.27.165]
  9   130 ms   129 ms   129 ms  so-3-2-0.cr2.dfw2.us.above.net [64.125.28.205]
 10   130 ms   129 ms   129 ms  so-0-0-0.cr1.dfw2.us.above.net [64.125.28.209]
 11   170 ms   169 ms   179 ms  so-4-1-0.mpr4.sjc2.us.above.net [64.125.29.57]
 12   170 ms   169 ms   170 ms  so-0-0-0.er10a.sjc2.us.above.net [64.125.30.94]

 13   170 ms   169 ms   179 ms  64.124.73.34.available.above.net [64.124.73.34]

 14   170 ms   179 ms   179 ms  core-01.ge-1-2.sfo1.gni.com [64.127.96.253]
 15   170 ms   169 ms   169 ms  64.127.105.236
 16   179 ms   179 ms   179 ms  www.bebo.com [207.7.149.50]

[VTech_Nullified]

[quote=Zer02004]As I suspected, both are similar.
Here's one from me. Take no notice of the times as I have other things going on but the similarity does suggest that something is very wrong within the NTL network.

[code]Tracing route to www.bebo.com [207.7.149.50]
over a maximum of 30 hops:

My example.

chris@Borked:~$ tracepath www.bebo.com
1: 192.168.1.102 (192.168.1.102) 0.153ms pmtu 1500
1: 192.168.1.159 (192.168.1.159) 1.353ms
2: lo1-lon3-adsl20.nildram.net (195.112.5.29) asymm 3 56.857ms
3: ge-1-0-1.cr2.gs1.bb.pipex.net (84.12.224.29) asymm 4 52.964ms
4: pc9.cr05.tn5.bb.pipex.net (62.72.137.13) asymm 5 52.462ms
5: 902.g9-2.mpr2.lhr1.uk.above.net (209.249.203.137) asymm 6 51.931ms
6: so-2-1-0.cr2.lhr3.uk.above.net (208.184.231.65) asymm 8 51.896ms
7: 64.125.27.233.available.above.net (64.125.27.233) asymm 9 54.381ms
8: so-7-0-0.cr2.dca2.us.above.net (64.125.27.165) asymm 10 126.295ms
9: so-2-2-0.cr2.dfw2.us.above.net (64.125.29.9) asymm 11 784.438ms
10: so-0-0-0.cr1.dfw2.us.above.net (64.125.28.209) asymm 12 151.206ms
11: so-3-0-0.mpr4.sjc2.us.above.net (64.125.29.45) asymm 18 202.468ms
12: so-0-0-0.er10a.sjc2.us.above.net (64.125.30.94) asymm 14 198.358ms
13: 64.124.73.34.available.above.net (64.124.73.34) asymm 14 198.520ms
14: core-01.ge-1-2.sfo1.gni.com (64.127.96.253) asymm 15 198.023ms
15: 64.127.105.236 (64.127.105.236) asymm 21 923.563ms
16: no reply
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Too many hops: pmtu 1500
Resume: pmtu 1500

Its not the NTL network its the fact that both of the websites are based in the US, The ping times will go up because its going transatlantic.

However zero your info's/theories or whatever you have are most appriciated and I'm very curious to know what you may have discovered.

[Zer02004]

I wasn't really concerned with the high pings. The fact that mine and the OPs traceroutes are similar suggests that page loading times should also be similar but they're not. The page loads almost instantaneously via my connection but crawls via the OPs connection.
Had there been a huge difference then that may have made pinpointing the problem easier. The OP assures us that he's using a clean, reasonably specced PC and the fact that this problem is widespread and long term points the finger directly at Tesco/NTL.

BTW, I'm coming around to thinking your way and suspecting misconfigured proxies but before we go down that route, do you know if there are any odd requirements regarding MTU etc?

[VTech_Nullified]

I belive the MTU value should be 1458. It shouldnt really make too much of a difference to be honest but thats what is advised.

[Zer02004]

The default is 1500. As you say, it probably won't make any difference but incorrect settings can result in the symptoms shown here and we are somewhat clutching at straws and need to present a perfect case if possible.
DrTCP links etc here.

[michty_me]

Well im willing to try these things. Give me advice on how to change things to whatever and I will certainly give it a try.

[Zer02004]

The hard way:
Download, extract and run DrTCP
Run the online tweak tester. When done, hit the "Results" button and set the dropdown lists accordingly.
You will now have a report detailing your optimum settings. Use DrTCP to change your current settings to match those of the test results.

The easy way:
Check your PMs, then download, extract and run the file I've pointed you to. This will set your MTU to 1458 and all other settings accordingly (The recommended settings for the BTw network). Ensure that you check the connection for the "Wan Miniport" only.

Before carrying out either tweak, it would be wise to set a restore point.