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jpc82

join:2011-02-13
Woodbridge, ON

[Internet] Corrupt Downloads

My mother in law has been dealing with Bell for over 2 weeks now and they can't seem to help her so I was hoping someone here may have an idea.

About 2 weeks ago she noticed that apps on her iPhone and iPad would not update and if they did it was after multiple retries, but she didn't think much about it. Then OSX 10.8.2 came out and it kept saying download was corrupt. She then wasn't able to update MS Office either, or update the iPad or iPhone to iOS6 without a corruption error. Also, if she switched over to 3G she was able to update without an issue.

I came over to take a look and tried to download OSX 10.8.2 from apple multiple times from all her computers (2 windows computers, and 1 Mac, 1 is wired 2 are wireless) and every time the download was corrupt. I checked the MD5 of the files and every single copy was different, so corruption isn't even the same. I download the files from my house 3 times and checked the files, and the md5 was exactly the same each time for me.

We called Bell and they walked us through resetting the modem and we tested the file again, and it was still corrupt. So they told us someone would call us back. They have now sent out tech's multiple times, replaced the modem, changed ports on the outside (not sure what that means), tested for a short in the house, changed her profile, and still she is getting corrupt downloads. The corruption seems to be either slightly better or went away for a bit since she was able to update iPhoto (120MB file) without a corruption error, but still can't download 10.8.2 (700MB file).

Another thing, when you download the file from Apple it comes in through http, so I thought maybe https would provide some protection against corruption. So I got the URL and manually changed it to https. When I did this the file completely stopped with less then 50mb of the full 700mb downloaded. With http the files was always the right size, but always corrupt.



The Doctor

join:2011-11-25
Montreal,Qc

Could please perform " Line Quality - Ping Test
Test latency, jitter and packet loss to your IP address, including identification of any problems en-route to you."
»/pingtest


jpc82

join:2011-02-13
Woodbridge, ON
reply to jpc82

I got her to run the test but at the moment she is not pingable. I will try to connect to her computer later and see if there is a setting on her modem to allow pinging, but for now here are the results

1 minute MTR (hop loss analysis) from Central - USA
Hop Host LOSS Rcv Sent Best Avg Worst
0 ae-1.bb-d.slr.lxa.us.oneandone.net 0% 60 60 0.43 4.18 69.55
1 ae-10.bb-d.ga.mkc.us.oneandone.net 0% 60 60 0.89 2.06 57.55
2 kanc-b1-link.telia.net 0% 60 60 0.79 0.82 0.86
3 dls-bb1-link.telia.net 0% 60 60 11.32 12.59 45.94
4 ix-7-1-0-0.tcore1.DT8-Dallas.as6453.net 0% 60 60 11.37 12.44 40.71
5 ??? 100% 0 60 0.00 0.00 0.00
6 if-8-2.tcore1.TTT-Scarborough.as6453.net 0% 60 60 50.12 53.30 111.04
7 206.82.131.10 4% 58 60 35.37 35.43 35.51
8 ??? 100% 0 60 0.00 0.00 0.00

pass

1 minute MTR (hop loss analysis) from West Coast - USA
Hop Host LOSS Rcv Sent Best Avg Worst
0 h-67-100-37-242.noclli.covad.net 0% 60 60 1.67 2.88 68.60
1 207.88.3.181.ptr.us.xo.net 0% 60 60 2.08 2.20 2.31
2 ge11-1-2d0.mcr1.fremont-ca.us.xo.net 0% 60 60 2.10 7.13 112.32
3 vb1500.rar3.sanjose-ca.us.xo.net 0% 60 60 2.25 8.18 14.41
4 ae1d0.cir1.seattle7-wa.us.xo.net 2% 59 60 19.44 20.18 37.73
5 207.88.15.18.ptr.us.xo.net 0% 60 60 19.57 19.71 19.86
6 206.111.7.18.ptr.us.xo.net 0% 60 60 19.18 19.30 19.47
7 core1-seattle_POS1-0-0.net.bell.ca 0% 60 60 80.51 80.72 81.39
8 core3-vancouver_pos12-0-0_core.net.bell.ca 0% 60 60 80.57 80.70 80.97
9 tcore3-toronto12_POS0-8-0-0.net.bell.ca 0% 60 60 81.29 85.37 145.29
10 core2-toronto12_POS0-2.net.bell.ca 0% 60 60 80.57 80.72 81.07
11 bas1-toronto29_GE1-0_147.net.bell.ca 0% 60 60 82.39 83.53 93.96
12 ??? 100% 0 60 0.00 0.00 0.00

pass


The Doctor

join:2011-11-25
Montreal,Qc

Once you get the sagemcom modem pingable please post the test results.


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico
reply to jpc82

I've been experiencing the exact same problem over the past 2 weeks and have been trying to get it sorted in the Bell Direct Forum but without success as of yet. At least now I know for certain it's just not me!

I'm seeing corrupt downloads on large files (as well as slow download speeds) across three different PCs (1 Win7, 2 Win XP) as well as on 2 Android Smartphones. Along with the corrupt downloads, I'm seeing slow(er) download speeds...

At first I thought it may have been a MS update that was causing the issue, but after testing with the smartphones and seeing the same result, that ruled that out.

Further to that, I proceeded to download the same file using the cellular network and all was good - including a download using the phone tethered to one of the PCs above.

I then swapped out the 2Wire modem with an older Speedtouch modem I have - same issue - that ruled out the modem. I replaced the phone line, disconnected all other phones and filters - always the same issue.

Leads me to believe there's a problem with the Bell Network itself.

No solution forthcoming as of yet...

Also, note the following review: »Review of Bell Sympatico by KC1215 and just seeing the topics of messages in the Bell Direct forum makes me think something is up...


jpc82

join:2011-02-13
Woodbridge, ON

I am actually glad you replied. I saw your post in the direct support but couldn't see the details since the posts are private. My mother in law is also in Etobicoke.


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico

1 edit

Just completed the Line Quality test and all appears good..

»/pingtest/nil?···l.ca&p=1

My only thoughts are that the issue only presents itself with larger size file downloads - smaller files seem to come through okay for the most part.

Eg. on the smartphones, some ~20MB downloads will intermittently fail and succeed. However, on a file approaching ~100MB, the corruption is consistent and each attempted download yields a different corrupted files (meaning MD5 checksum is never the same on the same file!)


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico
reply to jpc82

said by jpc82:

I am actually glad you replied. I saw your post in the direct support but couldn't see the details since the posts are private. My mother in law is also in Etobicoke.

Glad to - hopefully now Bell will actually deal with the issue..

This can cause serious issues for the reliability of the systems - I had one program update itself but not verify the download as it installed it (I believe it simply updated by replacing files directly - not in a zip) and soon found the program corrupt and no longer working...


Paolo
Mr. Wireless

join:2004-05-29
canada

what command/program are u using to do the 1 minute mtr?


jpc82

join:2011-02-13
Woodbridge, ON
reply to Mister_E

She is supposed to get a call from someone today, but so far they haven't been able to figure anything out.

Yes, the problem is worse on large files, but I assume it is just a statistical thing. If 1 in 100,000,000 bits is wrong then you will see that in a larger file more often. Since the smaller file may just get lucky and not get a bad bit, but it still could.

Yes, I have told her not to update anything since that is also my worry. At least Microsoft and Apple are smart enough to sign and verify their files so it gets caught, but if they didn't and the 10.8.2 update happened she could have had a broken OS.


jpc82

join:2011-02-13
Woodbridge, ON
reply to Paolo

Not sure what you mean. I just sent her to the link and then got her to click the "Test Anyway" button after it told her she was not pingable.


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico
reply to jpc82

said by jpc82:

Yes, the problem is worse on large files, but I assume it is just a statistical thing. If 1 in 100,000,000 bits is wrong then you will see that in a larger file more often. Since the smaller file may just get lucky and not get a bad bit, but it still could.

My thoughts exactly.

Whereabouts in Etobicoke - I'm in a Condo near 427 & Rathburn.

Could be an issue with the Remote or wiring or perhaps in the CO itself if we're using the same one...

jpc82

join:2011-02-13
Woodbridge, ON

said by Mister_E:

My thoughts exactly.

Whereabouts in Etobicoke - I'm in a Condo near 427 & Rathburn.

Could be an issue with the Remote or wiring or perhaps in the CO itself if we're using the same one...

She is located close to there on Odessa.

jpc82

join:2011-02-13
Woodbridge, ON
reply to jpc82

I remoted into her system, but I don't see anywhere in the router where I allow it to be pingable. Usually is says ping or ICMP but I don't see anything.


Mister_E

join:2004-04-02
Etobicoke, ON

Saw some Bell Trucks in the neighbourhood yesterday, but looks like nothing has changed - I'm still getting corrupt downloads..


jpc82

join:2011-02-13
Woodbridge, ON

Same with my mother in law. They save sent out even more techs to look into things, and they told her they think they know what the issue is, but still not working.


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico

The last response I got from Bell Darryl was that he had made a few calls and that someone would be looking into it on the network side of things. Once he knew more, he'd let me know.

It looks like we both can put a time line as to when the issue first appeared - about 2 weeks ago on Sept. 18.

Hopefully something will turn up and be fixed as the inability to download any large file makes the service useless.

As is, I can't patch certain programs as the download is always coming in corrupt. This is also leaving my systems potentially vulnerable as the latest security patches/updates may not install. Further to that, re-downloading the files continually is counting towards my cap...


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico
reply to jpc82

Well, DSL connection was down for the better part of the day (wasn't really home, so it didn't really affect me - but I did notice it - DSL light flashing on modem).

I was hoping that a fix might be taking place, and it looks like that may be what happened.

Just tried to re-download a file (176MB) that would previously consistently be received corrupt across all my devices and this time it was good! (MD5 checked out) Download speeds were also back to normal (i.e. as expected for the service).

I'll have to try a much larger file to test further, but things are looking good.

jpc82 See Profile you may want to test on your end and see if things have improved/been fixed.


jpc82

join:2011-02-13
Woodbridge, ON

Same with her, it was down for a good part of the day and so far all the issues seem to be gone.



gabriel kell

@bell.ca
reply to Mister_E

the problem is that your nic and your wilress adapter uses a mtu of 1500.... the modem is 1492, so you nic will send 1500 to the modem and the modem will drop 3% of packets.... so on that note change your mtu on your nic and wireless

netsh interface ipv4 set subinterface "Wireless Network Connection" mtu=1492 store=persistent

and wired

netsh interface ipv4 set subinterface "network interface name" mtu=1492 store=persistent


Mister_E

join:2004-04-02
Etobicoke, ON
Reviews:
·Bell Sympatico

Sorry.

I'm already aware of the 1492 vs. 1500 MTU. In any case, that shouldn't cause corruption - only split/fragmented packets (which can be problematic for secure connnections).

Furthermore, the issue only appeared ~3-1/2 weeks ago. All was fine before and I've hadn't made any changes to my MTU settings.

If you had read the entire thread, you would have read that it appears that Bell fixed the problem at THEIR end.

Expand your moderator at work