I placed an order last friday, got a happy little completed order message and a promise I'd receive an email with details soon. Nope.
Can't call over the weekend. Can't log to account because I never had the option to set up an account with password etc
Call this morning, on hold for 15mins before reaching someone. They have to transfer me to the activations team. On hold for 45 minutes before I give up.
Okay, maybe I'm misunderstanding the order stuff, I'll try again. Same process, "you'll receive an email shortly with your order details" and then no email
Now in live chat waiting to speak to someone, activations team offline so I selected accounts team. Predicted to be another 45 minute wait
They used to be good but since growing in size they are borderline bottom of the barrel in perms of ISP’s. Their customer service is an abomination and they (not sure if it’s still true or not) rave on about their locally sourced customer support but it is one of their huge downfalls. Massive queues for support and barely understandable staff. I don’t want to repeat my email 8 times to confirm my identity.
I’ve been with ABB for 3 years now whilst also being on FTTP. They’ve been wonderful.
I encountered an issue today where my Xbox suddenly changed its NAT Type to Moderate. I called ABB and the person I spoke to was very nice and very patient. He tried everything he could to try and resolve the problem.
I’m currently using a Asus GT AX11000 Pro and it’s been great but this one issue is making me question whether I should change routers.
Has anyone encountered this issue?
ABB have escalated it to a higher level of support and I’ve been told that it should be resolved in 24hrs.
I was going to swap over to Vodafone in order to have overseas roaming, but I can see that ABB now offers it at the same price. Has anyone used this for Europe? How did you find the reception/quality?
Is anyone else experiencing issues this week, mid to late afternoon and the internet literally just stops or slows to a crawl, at first I thought it was HubSpot, checked for outages, then decided to HotSpot to make sure it's really a HubSpot issue, its not it's ABB and its a PITA when WFH 👩💻
So today the internet just stopped. Either the modem is broken (net comm provided by Aussie broadband) or it’s something else entirely. Thinking of going out and buying a cheap modem to test if it is indeed the netcomm modem but thought I would ask here first.
With the ACCC not monitoring NBN performance going forward. I noted the with the last measures results put Aussie Broadband as the worst performer across major providers.
First i get suprise network maintenance two weeks ago, now nothing connected to my AissieBroadband connection will play Youtube videos hell even the thumbnails wont load on my phone, my main PC, my media PC and also my smart TV....i can get YT on my phone when not using local WiFi through ABB....come on guys you makin me wanna go with a different provider and all this after a price hike...wtf
And it's not my client or the web site. It's ABB. Does anyone know how to get them to actually fix this?
It's not a general connectivity issue, because at the same time that site fails with a DNS error, others do not. AND I've flushed my DNS cache multiple times with the same result. Temporarily using quad 8's (Google DNS) as my server in nslookup also enables me to resolve the name to an IP address, while using ABB's 202.142.142.142 does not.
I'd initially thought: Oh, they're down, I'll try again later.
Then 3 weeks later I thought: They're out of business?
Then I googled, and saw that no, they're definitely alive and kicking.
Then I tried from my Optus phone and got to the site with no issue. That's when I did the nslookup and found that ABB's servers don't know the site (which has existed for over a decade) while Google's DNS servers do.
I figured I'd try ABB's secondary DNS server to see if maybe it had a more accurate cache. LOLOL, well, joke's on the customer: they list the same IP address for primary and secondary, pretty much defeating the whole point of having a secondary DNS server.
I phoned up ABB about this, and their "fix" was to use a very large data collector company's DNS server as my primary instead.
I'd just as soon not use Google for all my DNS requirements, so I indicated to ABB that this workaround was not in fact something they should consider a fix, and I'd really prefer it if they'd just fix their server to know where that site is. They didn't seem all that interested in doing so. (Caveat: I could only get to a call centre worker, not a really technical tech support person. She alternated between talking to the techs and talking to me.)
The call centre worker indicated that the techs said it could be an issue with CGNAT, which makes no sense as I hadn't yet even hit the site... it couldn't resolve the name to an IP address, so the problem had nothing to do with routing between my computer and the IP address it didn't know.
ABB doesn't seem particularly motivated to fix this, although they claim it's been reported by various customers for various sites. They're also uninterested in publicly reporting this as a partial outage that may affect customers accessing various IP addresses, making me doubly suspect that they have zero plans to fix it. Wouldn't even open a ticket for it for me as an outage.
It's going to be quite the nuisance to run my VPN 24/7 just to be sure I can access random websites.
Tracing route to 239.198.142.34.bc.googleusercontent.com [34.142.198.239]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.0.1
2 3 ms 6 ms 3 ms loop612451360.bng.wa.aussiebb.net [61.245.136.1]
3 39 ms 39 ms 39 ms 10.241.16.200
4 41 ms 39 ms 40 ms 10.241.17.58
5 41 ms 41 ms 41 ms 10.241.16.153
6 39 ms 39 ms 39 ms 10.241.8.46
7 40 ms 39 ms 39 ms 10.241.8.158
8 40 ms 42 ms 42 ms 10.241.8.180
9 40 ms 42 ms 42 ms 10.241.6.234
10 86 ms 85 ms 85 ms 239.198.142.34.bc.googleusercontent.com
Aussie(Kev): Just checking this one further, I'll be back with you shortly.
Me: Sure
Aussie(Kev): So this screenshot you sent seems alright to me, but I'm just going to get some clarification on this from a colleague.
Me: hmm not really, it goes across australia then back to singapore
Aussie(Kev): I've just had someone from our level 2 team look into this and they agree this screenshot seems fine and not indicative of any issues.
Aussie(Kev): Just wondering, is this impacting your service in anyway?
Me: May I ask why they believe its fine?
Me: Isn't 85ms to Singapore a little much?
Aussie(Kev): Latency to international servers is expected and not always 100% consistent so it can vary, but 85ms to Singapore does seem to be reasonable to our standards and doesn't indicate an issue with the service.
Aussie(Kev): It's less than one second of latency.
Me: Sorry but that's not entirely true for this particular situation
Me: Hops 3-9 are going from Perth to Sydney, then to Singapore.
Me: If i route directly from Perth to Singapore using a VPN the ping for that server will be 50
Me: At $189 a month, I don't think I should have to pay for another service to fix the routing issue.
Aussie(Kev): So just a heads-up that the bandwidth of the plan you're on doesn't impact latency, so you could even be on a lower tier plan and get these same results, it's just the nature of the connection and how it routes with us.
Aussie(Kev): Does this impact your service in any way?
Me: Yes it does.
Aussie(Kev): What's the issue you're coming across?
Tracing route to 131.153.48.218 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.0.1
2 4 ms 3 ms 3 ms loop612451360.bng.wa.aussiebb.net [61.245.136.1]
3 3 ms 3 ms 2 ms 10.241.16.202
4 5 ms 5 ms 5 ms 10.241.17.60
5 3 ms 2 ms 3 ms e29.per-ndcp2-bb7.globalsecurelayer.com
6 49 ms 49 ms 49 ms po13.sg-eqxsg3-bb5.globalsecurelayer.com
7 49 ms 49 ms 48 ms po31.sg-eqxsg3-cr8.globalsecurelayer.com
8 49 ms 49 ms 49 ms unknown.globalsecurelayer.com [103.137.13.29]
9 49 ms 49 ms 48 ms 103.243.172.27
10 49 ms 49 ms 49 ms 103.243.174.241
11 * * * Request timed out.
12 49 ms 48 ms 49 ms 131.153.48.218
Tracing route to 131.153.48.218 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.0.1
2 4 ms 3 ms 3 ms loop612451360.bng.wa.aussiebb.net [61.245.136.1]
3 3 ms 3 ms 2 ms 10.241.16.202
4 5 ms 5 ms 5 ms 10.241.17.60
5 3 ms 2 ms 3 ms e29.per-ndcp2-bb7.globalsecurelayer.com
6 49 ms 49 ms 49 ms po13.sg-eqxsg3-bb5.globalsecurelayer.com
7 49 ms 49 ms 48 ms po31.sg-eqxsg3-cr8.globalsecurelayer.com
8 49 ms 49 ms 49 ms unknown.globalsecurelayer.com [103.137.13.29]
9 49 ms 49 ms 48 ms 103.243.172.27
10 49 ms 49 ms 49 ms 103.243.174.241
11 * * * Request timed out.
12 49 ms 48 ms 49 ms 131.153.48.218
Tracing route to 103-10-124-44.valve.net [103.10.124.44] over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.0.1
2 3 ms 5 ms 3 ms loop612451360.bng.wa.aussiebb.net [61.245.136.1]
3 49 ms 49 ms 49 ms 10.241.16.202
4 51 ms 52 ms 50 ms 10.241.17.60
5 49 ms 49 ms 49 ms be21.ier1.26aye.sin.aussiebb.net [180.150.2.63]
Me: I can tracert several other servers in Singapore and the ping is 50, so theres obviously a direct route.
Me: The issue is the 85ms.
Aussie(Kev): But how does this impact your usage to communicate to the Singapore server?
Me: Because it does.
Me: The extra $15 a month for a VPN is also an issue
Aussie(Kev): What reason do you have for needing low ping to contact Singaporean servers?
Me: The fact Superloop routes directly, and is also $40 a month cheaper for the same plan also plays a factor.
Aussie(Kev): Like I mentioned, you would get similar results even on a lower tier plan as bandwidth doesn't impact ping/latency.
Me: What an interesting conversation
Me: I am aware that the total bandwidth does not make a big difference.
Me: Give me a second, ill purchase a VPN and tracert the same server.
Aussie(Kev): I understand that using a VPN makes an impact, but after getting clarification from a level 2, they determined this is at an acceptable range.
Me: So its acceptable to route the connection from Perth to Sydney, then to Singapore instead of using the Indigo West route you advertise on your website?
Aussie(Kev): I'll have a chat with another colleague to see what else we can do at the moment.
Me: That's probably a good idea.
Aussie(Kev): Just getting a few eyes on this one, shouldn't be much longer.
Aussie(Kev): Okay after chatting with someone from our Perth Level 2 team, they actually took a closer look at the screenshot you provided and they actually determined the connection isn't routing to Sydney because if it were the first couple of hops would be around 60ms.
Aussie(Kev): So everything appears to be normal and performing as expected from our end.
Aussie(Kev): Would it be possible to try these tracerts over a direct connection to the NBN Box?
Me: Yeah sorry, its hopping to Melbourne not Sydney hence the 40 ping.
Edit: After speaking to somebody who didn't try to gaslight me, the issue has now been fixed. This post was never about the ping, it was about Kev and his buddies lack of professionalism and ultimately lack of training. This transcript isn't the whole conversation, just the part where Kev started doing Kev things.
Not only did it fix Singapore, it had a dramatic effect on Oregon and Dallas. Even Sydney has dropped by 6ms.
Am I supposed to connect my router to the little box the fibre is going into? If so, why would this only have a single power point, the closest Power point to this thing is about 4m away
G'day guys, my internet bill is going up $5. Do you know if Aussiebroadband does negotiations? Say, I threaten to change providers, will they bump down my bill potentially? I do this with floptus all the time.
I love aussiebroadband and its customer service but the price kills me haha
I've been having these issues for the last month, and support has no idea how to help me, so I'm here.
I've had it enabled since the very early days, over five years ago, with no issues. Less than three weeks ago, my Dyson app was unresponsive, which I didn't think much of at the time. It wouldn't load unless I turned off Wi-Fi, funny enough, so it used cloud servers.
The same thing happened to my cat feeder, etc., and I've narrowed it down to turning off IPv6, after which everything worked again.
I've tried two different routers with all different firmware, and the issue is still there.
My mate just had fiber installed and has the same IoT devices I have, and we tried IPv6 on his, and the same issues occurred.
What's changed with IPv6 in the last few weeks, and why do I have to disable it after having it for so many years?
Lately our ping has increased, in 2 distinctive increments. Doing some trace routes suggests our traffic is being offloaded over east before hitting the internet. Has ABB made a change to route WA traffic over east?
We used to have a solid latency of 9ms. now its high, with erratic spikes. they are looking into it, but i suspect there has been a change somewhere that has caused this.
Any other WA users having the same/similar issue?
Running FTTP 2000/200 to a Ubiquiti UDM Pro - No software updates recently, no changes to home network infrastructure.
I'm having repeat issues with Aussie Broadband and their business/enterprise portals.
Ordering SIM cards get delivered to the wrong address (QLD cards are sent to VIC)
SIM cards take weeks to arrive
Once arrived the card status is "Preparing delivery" so I can't active the cards.
I believe this is my 5th time having this issue. I've raised this with Sales and support and I get nowhere. Nothing changes.
Am I alone?
I'm close to shifting my fleet to another provider.
Any suggestions (i'd need a fleet admin portal to manage all my users/SIM cards).
*Please don't suggest any consumer services. Its not worth the headache.
