Streamyx outage – 8 July 2009

Media Conference Statement :

For the whole of this morning there was critical network disruption with Streamyx.
1.
The network disruption severity depends on destination and source. Destination is the website you surf to, and source, is your Streamyx connection.

The simple quantitative measurement for problem with network is via packet loss. And I quote from wikipedia :

Packet loss occurs when one or more packets of data travelling across a computer network fail to reach their destination. Packet loss is distinguished as one of the three main error types encountered in digital communications …

This morning, packet loss to :

• limkitsiang.com stand between 45% and 60%
• mirror.switch.ch stands around 50%
• www.adobe.com stands between 50% and 80%
• fedoraforum.org stands between 40% and 65%
• news.bbc.co.uk stands above 50%
• www.facebook.com stands between 45% and 55%

Due to the very high packet loss, websites like www.adobe.com and fedoraforum.org could not load at all. And Mr Lim’s blog is also virtually unreachable from our office.

Those were some of the destinations that were affected.

2.
Regarding Source :

What make matters worst is that TM Net does not practise network neutrality.

I would like to quote network neutrality from wikipedia:

Network neutrality (also net neutrality, Internet neutrality) is a principle proposed for residential broadband networks and potentially for all networks. A neutral broadband network is one that is free of restrictions on content, sites, or platforms, on the kinds of equipment that may be attached, and on the modes of communication allowed, as well as one where communication is not unreasonably degraded by other communication streams.

TM Net discriminate the Internet Protocol (IP) address of its customers. They do this by reserving class or groups of IP address according to package. And in their network set up, they give priority to some IP address over the other.

How this relates to the packet loss? Because of the lost of network neutrality, TM Net bandwidth are not distributed equally and fairly which related to my point earlier that the level of disruption is dependent on the source and destination.

3.
I would like to highlight a ridiculous point of Package Detail on Streamyx website :

Standard packages

Streamyx Package Details

xv.Streamyx download and upload speed is guaranteed for local content access only. TM is not responsible for the low speed of either download or upload of international content access.

For the record, TM Net through is parent company Telekom Malaysia owns exclusive landing rights for International Submarine Communication cables up to this year. Up to this year because Maxis have joined Telekom in Asia-America Gateway (AAG) which suppose to come online this year.

Here I list the International Submarine Communication cables which Telekom Malaysia is part of :

With 11 International Submarine Communication tables, how can TM Net disclaim the International Internet speed?

As a final point, I would like to quote Streamyx Terms and Condition :

Streamyx Terms and Condition

22.2     TM shall use its best endeavours to ensure the continuity and efficiency of the Service at all times but shall not be liable for any loss, damage, consequential or otherwise, arising out of any failure of the Service caused unless such default, error, omission or loss is due to the willful neglect or fault of TM. Notwithstanding the aforementioned, the extent of

TM Net have failed since December 2008 to address the issue of packet loss due to its network problems. In conversation with TM Net personal, TM Net is only concern that users are able to have Internet service, how unreliable or slow is not of their concern.

The problem with I have described earlier, namely packet loss to “selected” (for lack of a better word) destination from “unlucky” source have been on going since end of last year. This issue was highlighted in Parliament by Sdr Chong Chien Jen MP for Bandar Kuching on 18th March 2009 yet till today, we keep on seeing the same problem getting very worst at different time.

A total liberalisation of Internet service, whether it is at distribution (last mile) or whether it is landing site for International Submarine Cable is a must, to lift this plague of horrible Internet service by TM Net.