Imagine Telecom / Magnet service

Praetorian

The service with Imagine / Magnet going on many weeks has been awful. Incredibly bad call quality (over isdn lines). Calls to certain countries not working at all. Vdsl cutting out constantly. I have a few different offices on their network and it's been a total and unmitigated disaster for many weeks now. They are in the process of being taken over by magnet. If there ever was a bad joke in the Irish telecoms market this is it. Ireland's worst provider takes over Ireland's 2nd worst provider.

I'm desperately and urgently looking to make a move away from them on all my business's and related business's. I urge anyone else suffering through this nightmare to do the same.

godskitchen

Praetorian wrote: »

The service with Imagine / Magnet going on many weeks has been awful. Incredibly bad call quality (over isdn lines). Calls to certain countries not working at all. Vdsl cutting out constantly. I have a few different offices on their network and it's been a total and unmitigated disaster for many weeks now. They are in the process of being taken over by magnet. If there ever was a bad joke in the Irish telecoms market this is it. Ireland's worst provider takes over Ireland's 2nd worst provider.

I'm desperately and urgently looking to make a move away from them on all my business's and related business's. I urge anyone else suffering through this nightmare to do the same.

I'm having a problem on one of my sites which I am 90% sure is the VDSL connection with Imagine.

The internet in site went down for 2 minutes last Friday after never having gone down over the past 2 years.

I am having problems reaching Google and other sites but strangely not bing.com or Facebook (I have not tested many others)

The connection stayed up all day yesterday but has been going off or misbehaving today again.

It's a server environment and the domain server is acting as DNS with external DNS settings from Google.

What symptoms are you experiencing?

Kensington

Came across a similar issue a few weeks ago as well, seems to be an MTU change further downstream in their network.

Had outgoing MTU set at 1492 working fine for years on end on a bridged Sonicwall, all of a sudden, a lot of sites stopped working intermittently.

Dropped MTU down to 1464 and all back working flawlessly again.

ED E

Major outage last week as well, down for the majority of a business day. Friend lost multiple sites and all their VOIP (No failover, tut tut!) causing chaos.

Hopefully its just teething and they clean up their act post merger.

godskitchen

When I called them, I was first blaming a move from 38/9 VDSL connection to 70/20 as the site is 600 meters away from the cabinet .

I'm now thinking it's a different problem.

Will they admin anything if I call them and is there anything that can be done to fix it?

Praetorian

I'd say with a fair degree of certainty that any imagine problems are nothing to do with a profile changes.

My issues have been going on for weeks. We do have some redundancy, but it's creaking under the strain now.

An unbelievable shambles this is.

If you are relying on VOIP only on imagine god help you.

Magnet HQ is very near here, maybe I can go give out to Mark Kellett personally.

Praetorian

Kensington wrote: »

Came across a similar issue a few weeks ago as well, seems to be an MTU change further downstream in their network.

Had outgoing MTU set at 1492 working fine for years on end on a bridged Sonicwall, all of a sudden, a lot of sites stopped working intermittently.

Dropped MTU down to 1464 and all back working flawlessly again.

I've changed the MTU as well on 3 sites and they appear to be working today.

What's frustrating is the number of communications I had with them, why didn't they tell me to make that change.

Goes to show the shambles they are in.

9726_9726

If there is a sudden MTU reduction, sounds like they are tunnelling traffic back to some point in order to facilitate the migration. And making a bags of it.

godskitchen

Where are you changing the MTU value lads?

Praetorian

godskitchen wrote: »

Where are you changing the MTU value lads?

We're using sonicwall's with Imagine's CPE set in bridge mode. On the sonicwalls you can change the MTU with a couple of clicks.

I'm unsure if there is an accessible setting on the vdsl CPE as I've had no need to look for it.

godskitchen

Praetorian wrote: »

We're using sonicwall's with Imagine's CPE set in bridge mode. On the sonicwalls you can change the MTU with a couple of clicks.

I'm unsure if there is an accessible setting on the vdsl CPE as I've had no need to look for it.

Thanks,

This is a pure cluster ####.

If it wasn't for you lads on here I would still be trying to fix the problem internally....

I have to now go and find out if I can change the MTU on the modem....

godskitchen

It seems I can't change my MTU...

The connection went to pot there over the last 2 hours.

From the router page I noticed this morning I only had one ISP supplied DNS, in the primary DNS section. Nothing in secondary at all, just a blank. I can't recall what the DNS was that they supplied but I'm sure it was in the 66. range

I restarted the router in hope half an hour ago and I now have both primary and secondary DNS

89.127.199.138 & 89.127.199.142

My pings to Google are now seemingly consistent at around 22ms. They were all over the place before .

Can anyone shed any light on the DNS change on imagines end? I'm not sure I have seen an ISP DNS settings change before...

Kensington

godskitchen wrote: »

It seems I can't change my MTU...

The connection went to pot there over the last 2 hours.

From the router page I noticed this morning I only had one ISP supplied DNS, in the primary DNS section. Nothing in secondary at all, just a blank. I can't recall what the DNS was that they supplied but I'm sure it was in the 66. range

I restarted the router in hope half an hour ago and I now have both primary and secondary DNS

89.127.199.138 & 89.127.199.142

My pings to Google are now seemingly consistent at around 22ms. They were all over the place before .

Can anyone shed any light on the DNS change on imagines end? I'm not sure I have seen an ISP DNS settings change before...

There were also problems with their DNS a few backs as well - around the same time as the MTU change.

Support were unhelpful, we were left to troubleshoot the issue entirely ourselves.

What make/model of modem have you got and are you using "fibre" (which is IPoE), DSL (PPPoE) or "fibre" with a static IP (PPPoE)?

godskitchen

Kensington wrote: »

There were also problems with their DNS a few backs as well - around the same time as the MTU change.

Support were unhelpful, we were left to troubleshoot the issue entirely ourselves.

What make/model of modem have you got and are you using "fibre" (which is IPoE), DSL (PPPoE) or "fibre" with a static IP (PPPoE)?

VDSL on a Huawei HG658c with a fixed IP

Could the change of their DNS settings that they push to the router have fixed the problem?

Kensington

Should be on the same page where you have set WAN mode to "PPPoE" (which you would have had to do to get a static IP). Don't have a HG658C to hand so can't check exact screen for you...

godskitchen

This router has very little info and very little can be changed on it.

There is no where that I can see anything to do with PPPoE. It's pretty simple to find on other routers but I can't see it at all.

Kensington

Sounds like Imagine may have it locked down so.

Your next challenge is to try and get through to Tier 3 support in Imagine to have someone reduce the MTU on the modem

That's usually why a bridged modem with a decent firewall or router behind it is much better as it avoids trying to wrangle with locked down ISP configurations. Of course budgets don't always permit such a setup unfortunately...

godskitchen

Kensington wrote: »

Sounds like Imagine may have it locked down so.

Your next challenge is to try and get through to Tier 3 support in Imagine to have someone reduce the MTU on the modem

That's usually why a bridged modem with a decent firewall or router behind it is much better as it avoids trying to wrangle with locked down ISP configurations. Of course budgets don't always permit such a setup unfortunately...

Thanks for the reply and help...

A Friday on a bank holiday weekend is possibility the second worst time to try and get something done.... Christmas being the first !

The connection seems to be stable now since the change of their DNS settings in the modem.

I'm imagining the connection from this site is now routing through a different set of gear then it was before...? If so, maybe the MTU won't have to be changed..?

Praetorian

Seems like a logical conclusion alright godskitchen, time will tell of course.

godskitchen

I'll keep an eye on it over the weekend and see what happens....

I will report back in when I have more info .

Thanks again for the help.