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tintin

join:2013-07-19
Scarborough, ON

[Cable] Anyone just had Cable internet issue fixed today? Post h

Guys, just want to see how many people's cable internet issue were fixed this morning.

I had some intermittent issue when browsing the web for several days last week. I believe it was due to some technical issue related to TekSavvy DNS service, and had pin-pointed this out yesterday, and followed through this with TekSavvy. As a result, TekSavvy fixed the issue this morning.

If you have had similar problem with TekSavvy cable internet service, ie., intermittent problem browsing the web (sometimes some website take longer to access, take several tries to work, or just not accessible at all), and if now your problem is gone, please post here, please post which area you are in too.

I'd like to see the demographics, the scale of the issue that I've experienced. This will help everyone as a customer to better understand what was wrong.

sadatsaeed

join:2009-01-19

Re: [Cable] Anyone just had Cable internet issue fixed today? Po

From Toronto East, I am still encountering exact same issue as you described.

I work from home so if not fixed today, I will have to look at alternative.

iasi2050

join:2013-09-08
reply to tintin
I'm in the L3T area and my cable internet seems to have gone back to normal.

tintin

join:2013-07-19
Scarborough, ON
reply to sadatsaeed
sadatsaeed and everyone who's interested, let's do a little trouble-shooting. Please follow the following steps to see if you have the DNS problem:

1) Make sure that your computer is directly plugged into your cabel modem, not through a router;

2) In Windows: click Start > All Programs > Accessories > Command Prompt

Then in the command prompt window,

3) Type “ipconfig /all” (without the quotation marks), copy the results (right click upper/left corner of the area you want to copy, select 'Mark', then drag the cursor to the lower/right corner, then press 'Enter'), paste into your posting;

For privacy reasons, you might want to mask the 'Physical Address', and the last section of your 'IP Address'. eg. mine is like:

C:\WINDOWS>ipconfig/all

Windows IP Configuration

Host Name . . . . . . . . . . . . : xxxxxx
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek RTL8102E/RTL8103E Family PCI
-E Fast Ethernet NIC
Physical Address. . . . . . . . . : xxxxxxxxxxxxxxxx (masked)
Dhcp Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IP Address. . . . . . . . . . . . : 24.52.253.xxx (masked)
Subnet Mask . . . . . . . . . . . : 255.255.255.224
Default Gateway . . . . . . . . . : 24.52.253.193
DHCP Server . . . . . . . . . . . : 24.246.76.65
DNS Servers . . . . . . . . . . . : 206.248.154.22
206.248.154.170
Lease Obtained. . . . . . . . . . : Saturday, September 07, 2013 8:55:00
PM
Lease Expires . . . . . . . . . . : Saturday, September 14, 2013 8:55:00
PM

4) Type 'nslookup microsoft.com' and press 'Enter' key, run it several times (5 to 10 times).

If there's any 'Timed out'/'time-out' problem, copy the results, paste into your posting;

You might tell the success rate, eg., mine was 3 out of 10 times failure (which means the DNS was not reliable) before they fixed it.

shenaini71

join:2013-09-07
reply to tintin
I'm in Richmond Hill and it seems that my internet is finally functioning normally today too...but let's wait and see.....

cm9552

join:2005-10-28
Having same issue for the past couple of hours in Markham. Have had this issue occur sporadically over the past month or so. Getting to the point where the internet is unusable.

Frustrating issue where by the time you can contact TSI support, it temporarily has resolved.

Seriously considering dropping TSI for me and my family's accounts due to this.

sadatsaeed

join:2009-01-19
Thanks for helping out tintin, I did nslookup couple of times. First attempt only got 2 timeouts for 20 requests. Second attempt got 5 timeouts for 7 requests. See output below.

C:\Users\User>nslookup microsoft.com
Server: dns.pppoe.ca
Address: 206.248.154.22

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to dns.pppoe.ca timed-out

C:\Users\User>nslookup microsoft.com
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 206.248.154.22

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to UnKnown timed-out

sadatsaeed

join:2009-01-19
reply to cm9552
Thanks for helping out tintin.

I did nslookup microsoft.com...in first attempt I got timeout on 2 out of 20 requests. After 5 minutes tried again got 5 timeouts for 7 requests.
Here is the output from my console.

C:\Users\User>ipconfig /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : xxxxx
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection 2:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Intel(R) 82579LM Gigabit Network Connecti
on
Physical Address. . . . . . . . . : xxxxxxxxx
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : xxxxxxxx(Preferred)
IPv4 Address. . . . . . . . . . . : xxxxxxxx(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.224
Lease Obtained. . . . . . . . . . : Sunday, September 08, 2013 4:24:46 PM
Lease Expires . . . . . . . . . . : Sunday, September 08, 2013 5:24:45 PM
Default Gateway . . . . . . . . . : 24.246.84.97
DHCP Server . . . . . . . . . . . : 173.230.177.225
DHCPv6 IAID . . . . . . . . . . . : 502324977
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-18-3A-D3-61-A0-88-B4-8F-AF-EC

DNS Servers . . . . . . . . . . . : 206.248.154.22
206.248.154.170
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : TAP-Win32 Adapter V9
Physical Address. . . . . . . . . : xxxxxxxxx
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

C:\Users\User>nslookup microsoft.com
Server: dns.pppoe.ca
Address: 206.248.154.22

Non-authoritative answer:
Name: microsoft.com
Addresses: 65.55.58.201
64.4.11.37

C:\Users\User>nslookup microsoft.com
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 206.248.154.22

Non-authoritative answer:
Name: microsoft.com
Addresses: 65.55.58.201
64.4.11.37

C:\Users\User>nslookup microsoft.com
Server: dns.pppoe.ca
Address: 206.248.154.22

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to dns.pppoe.ca timed-out

C:\Users\User>nslookup microsoft.com
DNS request timed out.
timeout was 2 seconds.
Server: UnKnown
Address: 206.248.154.22

DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
DNS request timed out.
timeout was 2 seconds.
*** Request to UnKnown timed-out


TSI Gabe
Router of Packets
Premium,VIP
join:2007-01-03
Gatineau, QC
kudos:7
reply to sadatsaeed
I checked your connection with the info you provided and you are most definitely not affected by this problem. The issue tintin was experiencing was limited to Richmond Hill.

It appears that you are experiencing packet loss. Have you already started troubleshooting process with our techs?

draggydragon

join:2013-09-07
Richmond Hill, ON
reply to tintin
Richmond Hill area (Bayview and Hwy 7) here. Been having connection issues on and off for the past couple of weeks, trouble connecting to websites and so on. It was terrible the last couple of days, so I finally decided to perform a power cycle on my modem...and my connection's been down ever since. Never could seem to get an IP. Been power cycling it every so often hoping it'd do the trick...and it finally worked!(5:45 pm today if anyone's wondering)

Modem's got an IP, although it's in a range I've never seen in my life. Usually it'd be 24.52.***.*** but now it's 135.23.***.***. Why is that?? My own highly uneducated guess would be DHCP issues.


(Speedtest thinks the closest server's located in Manitoba...700 miles away. Could someone explain to me why??)

Works though, so not complaining. Fingers crossed though, I feel like this isn't the end of it yet...


Rudi

@teksavvy.com
These are my speeds in downtown TO


Rudi

@teksavvy.com
Click for full size
Here are my speeds in downtown Toronto


TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5

1 edit
reply to draggydragon
said by draggydragon:

(Speedtest thinks the closest server's located in Manitoba...700 miles away. Could someone explain to me why??)

Works though, so not complaining. Fingers crossed though, I feel like this isn't the end of it yet...

Old geolocation information on the IP block its from.

Nothing to worry about. On the speed test you can set it to use Teksavvy. Just choose whats closest to your geographic location.



--

!- From the mind located in the shadows of infinity -!
Nine.Zero.Burp.Nine.Six
Twitter = @TwiztedZero
Chat = irc.teksavvy.ca

draggydragon

join:2013-09-07
Richmond Hill, ON
Oh I see! Thanks.

sadatsaeed

join:2009-01-19
reply to TSI Gabe
said by TSI Gabe:

I checked your connection with the info you provided and you are most definitely not affected by this problem. The issue tintin was experiencing was limited to Richmond Hill.

It appears that you are experiencing packet loss. Have you already started troubleshooting process with our techs?

Thanks Gabe, I tried reaching out to techs, but gave up after 2 hours and 1 hour wait time in the morning and afternoon.
I also posted on Teksavvy Direct yesterday, but no response so far.
Trying again now...at 20 min wait time right now


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·TekSavvy Cable
·WIND Mobile

1 recommendation

reply to draggydragon
said by draggydragon:

now it's 135.23.***.***. Why is that?? My own highly uneducated guess would be DHCP issues.
...
(Speedtest thinks the closest server's located in Manitoba...700 miles away. Could someone explain to me why??)

It's because TekSavvy's been allocated a new batch of IPs that don't have a correct geolocate set. Even though the ARIN entry says Chatham ON, somehow Geolocate sofware thinks it' s on the Man / Nunavut border!!!!

New IP batches are usually allocated after a node split and sometimes cause the DHCP issues ( sometimes not depending on how with it the big Red people doing the job are!).


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
reply to sadatsaeed
I'll get you some help.
--
Marc - CEO/TekSavvy


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to sadatsaeed
I asked our Manager on Duty to assign a tech to call you shortly.

Andre


Rudi

@teksavvy.com

darkzero

join:2008-06-01
I'm not in Richmond Hill, but my cable internet has been intermittent for the past week or so. I'm on the Greensboro POI so hopefully the migration happening tomorrow will fix it !

sadatsaeed

join:2009-01-19
reply to TSI Marc
said by TSI Marc:

I'll get you some help.

Thanks Marc, tech support got in touch with me and it looks good for me now.
It is great to see a leader setting the example in customer service. Very impressed with the interaction.


TSI Marc
Premium,VIP
join:2006-06-23
Chatham, ON
kudos:28
You're welcome. Glad it was sorted out.
--
Marc - CEO/TekSavvy


Flip Murray

@pppoe.ca
reply to tintin
I am L3T (Bayview/HW7).

I am still getting the 135.23.XXX.XXX IP. Is this a problem?

I have not been able to get an IP on my PS3 for a few days.

At some point I was able to get an IP on my PC (135.23.XXX.XXX).

Is there a fix for this that does not require customer support?


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
reply to tintin
I have heard that Rogers may be provisioning for just 1 single IP address. Which means you'll have to connect via a router.

chrislea

join:2008-03-29
Scarborough
reply to TSI Marc
said by TSI Marc:

...

said by draggydragon:

Modem's got an IP, although it's in a range I've never seen in my life. Usually it'd be 24.52.***.*** but now it's 135.23.***.***. Why is that?? My own highly uneducated guess would be DHCP issues.

Mine is also 135.23.xxx.xxx

I did not call TS yet about that. If speeds are improved then I want it changed.
Been like this since modem change or all the profile changes at TS.


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·TekSavvy Cable
·WIND Mobile
135.*.*.* is just another range of IP addresses assigned to TekSavvy. Unusual, yes. I believe they may have been previously assigned to Inukshuk, which has been known to cause some routing problems because not all Netops have reset their routers for new routing. But it shouldn't otherwise be a problem


TwiztedZero
Nine Zero Burp Nine Six
Premium
join:2011-03-31
Toronto, ON
kudos:5
reply to sbrook
said by sbrook:

I have heard that Rogers may be provisioning for just 1 single IP address. Which means you'll have to connect via a router.

If thats true it'll be a bit of a PITA, but not insurmountable.
--

!- From the mind located in the shadows of infinity -!
Nine.Zero.Burp.Nine.Six
Twitter = @TwiztedZero
Chat = irc.teksavvy.ca

FelDer00

join:2013-09-09
reply to tintin
FIXED? I'm under the impression that TekSavvy's fixing the internet cable is to screw someone else!

»[Cable] What is going with the speed!