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Post by Dan @ 10:38am 05/09/13 | 128 Comments
Please note, the below text is no longer valid, and AusGamers is no longer available to BigPond customers as unmetered traffic as of 28/10/2014

AusGamers is pleased to announce that starting today, web traffic from the ausgamers.com website, and all the files and videos that we host locally will no longer count toward the monthly download quotas of BigPond Broadband customers. BigPond is Australia's largest Internet service provider, so we're obviously elated that our servers have been added to its free list.

We're told that the unmetering applies to all BigPond Broadband Members, which includes those on ADSL, Cable and Wireless plans. Please note that is the BigPond Broadband brand only, and does not include Telstra Mobile's products, which will still be metered or charged for data from AusGamers' servers. More details on BigPond Unmetered data can be found here.

It's also important to note that the unmetering will only apply to content served directly from AusGamers own servers, and so while that covers all of the terabytes of files in our files library download mirror, all of the streaming videos we host ourselves here on AG, all of the screenshots and images in our local galleries, and all of our written editorial content, but it won't cover things like embedded Youtube videos in news or forum posts and other similar elements that pull their data from elsewhere on the Internet.

So have at it! And if you have any questions, ask away in the comments, or drop us a line at ausgamers.com/contact.



bigpondbigpond broadbandunmeteredbigpond unmeteredausgamersdownload





Latest Comments
TiT
Posted 10:45am 05/9/13
Does this mean you guys will be upgrading Forum, fixing up the bugs here and there?
glynd
Posted 10:48am 05/9/13
good stuff!
groganus
Posted 10:50am 05/9/13
Does bigpond/telstra still provide a content server for steam downloads (long gone are the years where you can specifically set it)
Jim
Posted 10:55am 05/9/13
yep
d^
Posted 11:10am 05/9/13
Neat, thanks guys.
ThunderBunny
Posted 11:40am 05/9/13
Thats nice. If only my steady 13mb connection hadn't drop to an intermittent average of 3mb since the optical cable for nbn started getting placed in my area. Sus....
trog
Posted 11:42am 05/9/13
Does this mean you guys will be upgrading Forum, fixing up the bugs here and there?
report bugs to www.ausgamers.com/contact as well otherwise they will never get fixed. So no, it doesn't mean that at all.
Deviouz
Posted 02:16pm 05/9/13
this is cool
ravn0s
Posted 03:20pm 05/9/13
where's the green dot?
Trauma
Posted 04:27pm 05/9/13


*content above will be metered.
Nukleuz
Posted 07:54pm 05/9/13
^That episode of south park was messed up...

About time that Telstra pulled their finger out and made AG unmetered. Niiice.
Darkhawk
Posted 09:49pm 05/9/13
Awesome!
Tyoson
Posted 10:07pm 05/9/13
Thank you AG :)
trog
Posted 03:11pm 18/9/13
We've heard from a few people that the unmetering isn't working as expected; we're chasing this up internally. I've seen a few people also say that it's working fine, so it's not exactly clear what the problem is. In the meantime if you are having problems please let me know by dropping a line in this thread.

If you have bandwidth to burn and are interested in helping us test I'd love to hear from you!
kappa
Posted 03:16pm 18/9/13
I'm happy to test some downloads tonight.
E.T.
Posted 03:35pm 18/9/13
Nice work guys.
knocks
Posted 11:14am 20/9/13
Thanks for looking into this.
trog
Posted 11:20am 20/9/13
Eorl is on BP and has downloaded a bunch of stuff on his connection; once that is done we'll have our own test case confirmed and we'll update again. At this stage I'm leaning towards it actually being unmetered but its possible there are some edge cases for downloads that are not.

kappa: if you could that would be awesome - just click through to any normal files download pages and you should get a final download link that looks something like files.ausgamers.com/1234151/filename.whatever - if it is NOT that link, something is wrong, and it probably won't be unmetered - but there's almost no way you'll get something else (he said, hopefully)
DK
Posted 11:33am 20/9/13
Does this mean more competitions? I want to win an around the world trip for 2
infi
Posted 12:17pm 20/9/13
#winning I will try some downloads tonight.
trog
Posted 10:55am 23/9/13
Eorl's experience was the few GB he downloaded definitely did not count as metered. As far as we can tell everything is working fine.

Certainly the number of complaints we've had is not high enough to make me think there's a general problem.
knocks
Posted 05:27pm 23/9/13
Unfortunately have yet to receive unmetered content with my wireless plan so something’s amiss.
Jim
Posted 07:26pm 23/9/13
Unfortunately have yet to receive unmetered content with my wireless plan so something’s amiss.


the ip you made that post from, is definitely in the ip ranges which telstra consider eligible for unmetered traffic where applicable.

so what you need to do is collect proof that downloading from ausgamers is being metered, and log a query with bigpond via the support process attached to your wireless internet account
kappa
Posted 07:40pm 23/9/13
I've tested and it was unmetered
knocks
Posted 02:29pm 24/9/13
Thanks Jim, ill give it another test, everything to date has been metered so far. Its odd as i have no issues with steam bigpond music etc tec
knocks
Posted 02:53pm 25/9/13
Gave it another try still no luck, BigPond are useless!
trog
Posted 03:45pm 25/9/13
Gave it another try still no luck, BigPond are useless!
I have an escalation path to chase this up so I'll get on this ASAP & get back to you.
Tollaz0r!
Posted 04:26pm 25/9/13
I have an escalation path to chase this up so I'll get on this ASAP & get back to you.


It goes on his 'To Do List'.

Once it gets escalated that far, well .. lets just say the next QGL LAN will happen first.
Whoop
Posted 05:01pm 25/9/13
Thanks Jim, ill give it another test, everything to date has been metered so far. Its odd as i have no issues with steam bigpond music etc tec

I once got owned for downloading stuff of the bigpond file mirror and I'm on bigpond cable so yeah, I trust "unmetered" content about as much as I'd trust a jellyfish as a masturbation aid.
greazy
Posted 05:33pm 25/9/13
That's normal for you though Whoop. I think you're the most cynical bastard in all of QGL. For that you have my love.
Whoop
Posted 08:43pm 25/9/13
Even Mulder trusted Scully. I was smart when the smoking man told me to trust no one, I listened.
trog
Posted 10:25am 26/9/13
I once got owned for downloading stuff of the bigpond file mirror and I'm on bigpond cable so yeah, I trust "unmetered" content about as much as I'd trust a jellyfish as a masturbation aid.
I would have to say that statistically - you probably did it wrong. We investigated so many cases and to the best of my recollection never found any that weren't user error. People found so so so so many different ways of breaking downloads - in many cases totally not their fault, they'd installed some dopey software that proxied their connection or tried to "help" by downloading from other sources, or whatever.

Even in this case I've got two comprehensive reports of metered AusGamers traffic from two BigPond users who both should be eligible for unmetered traffic, are going through the right process, but are still getting metered traffic - and I am still leaning towards there being something wrong with their particular setup that I haven't been able to figure out yet.

Because generally (in my experience) the BigPond unmetering process has been almost spectacularly flawless.

Again if you are on BigPond and are having problems please log an inquiry with us at http://www.ausgamers.com/contact so I can collect your details and pass them on to BigPond. So far I only have two reports that are "confirmed" as far as I can confirm them.
shadow0001
Posted 07:39am 28/9/13
https://go.telstra.com.au/helpandsupport/-/bigpond-unmetered-sites

Ausgamers.com isn't on thier published list so I'm not sure either.

I'm download 6GB from your servers right now so I'll report back if it metered or not.

I've got a download manager downloading it but I've locked it down so it doesn't download from mirrors/metered servers etc.

Shadow0001
shadow0001
Posted 08:53am 28/9/13
ok guys, I've just been to Bigpond Customer Support and they are saying that ausgamers.com aka this site (well duh...) is 100% METERED.

I am really s*** confused now, WE've got people here saying it's been tested and thier say it's unmetered while we have the bigpond sales team saying it's unmetered.


WTF is going on!

Can't people make up thier minds??????


~Shadow0001
knocks
Posted 09:00am 28/9/13
Wish my own stupidity was the answer however I have monitored connections with tcpview, tried using my mac instead of pc for downloads and I find nothing funny going on. Are we both on wireless plans?
shadow0001
Posted 10:40am 28/9/13
Cable for me
Malthius
Posted 03:15pm 28/9/13
ok guys, I've just been to Bigpond Customer Support and they are saying that ausgamers.com aka this site (well duh...) is 100% METERED.


I would suspect that the person you asked went to the list other people have posted, not found AusGamers, and told you that it isn't included in the deal. It isn't like the front of house support people have access to a list of unmetered IP addresses and the knowledge of how to use them.

Knocks: if you are on wireless, and don't mind me asking, can you tell me the exact wireless plan you are one, even (if possible) linking to it on the BP website? That might help, I've dealt with a few fringe cases before where the exact plan the customer was using wasn't properly setup or didn't qualify for some small print reason.
knocks
Posted 04:13pm 28/9/13
I"m on BigPond Mobile Super G Liberty 15GB guess its called XL now

http://telstra.com.au/internet/mobile-broadband/plans/big-pond-mobile-broadband-plans/
RuleofBooKz
Posted 05:01pm 28/9/13
Please note that is the BigPond Broadband brand only, and does not include Telstra Mobile's products, which will still be metered or charged for data from AusGamers' servers
knocks
Posted 05:30pm 28/9/13
And your point being?
shadow0001
Posted 08:24pm 28/9/13
knocks I've checked the bigpond website. This is a wireless plan right?
shadow0001
Posted 08:27pm 28/9/13
RUleofBooKz knocks is using a mobile broadband plan, otherwise known as Bigpond Wireless.

Knocks, I can confirm that your plan is eligible for unmetered usage on ausgamers.com
RuleofBooKz
Posted 01:44am 29/9/13
Well im not claiming to be an expert (or insider like some here) on bigpond plans or what not but the plan has the word "mobile" in it. It also seems to acquire its data over 3G (or over the Next G® network if you have coverage and if you have a 4G capable device and you're in a 4G coverage area) which would mean its not supported if you read the OP and the quote i made from the OP just above.

Another clue is that i found the plan listed on bigponds website listed under "mobile broadband"

here for business
https://www.telstra.com.au/online-shop/business/business-mobile-broadband.cfm
and here from home/ personal
http://www.telstra.com.au/internet/mobile-broadband/plans/telstra-mobile-broadband-freedom-plans/index.htm

that is your XL plan at the end there?

ATM network providers are keeping Mobile data over the G network as expensive because its very convenient. its why its like 100 bucks for 15G and they dont give it away free. The fact that you can get the data from the Next G network "wireless" seems to be the source of confusion but it is a mobile plan
shadow0001
Posted 07:08am 29/9/13
I concede your point.

This is the website where I gave my answer from http://go.bigpond.com/wireless/
knocks
Posted 09:14pm 29/9/13
There is “Telstra Mobile broadband plans” and “BigPond Mobile broadband plans” one charges excess usage one slows your connection. Stupidly plans are named the same.

http://telstra.com.au/internet/mobile-broadband/plans/telstra-mobile-broadband-freedom-plans/

http://telstra.com.au/internet/mobile-broadband/plans/big-pond-mobile-broadband-plans/

As a BigPond customer I gain unmetered content with my plan.
trog
Posted 09:28am 30/9/13
Yes, I find the plans confusing in the extreme, not to mention the fact that they're both technically on the Telstra website.

To the best of my knowledge also. knocks should be getting unmetered content. But I also have a cable customer still reporting metered content so it doesn't seem to be an issue just for wireless customers.
RuleofBooKz
Posted 11:36am 30/9/13
yup i give up
InterKnight
Posted 10:06am 01/10/13
Wow, plan is a few GB off being capped now with 20 days of my month left. I have a Bigpond Ultimate 4G device on a 15GB Bigpond plan. Really unhappy with getting metered downloads. Even made sure I was downloading ONLY from Ausgamers.com. Will have a look at my APN though and make sure it's running through Bigpond and not Telstra. Will probably ring them up soon too.
trog
Posted 11:04am 01/10/13
FYI we are now correctly listed here: https://go.telstra.com.au/helpandsupport/-/bigpond-unmetered-sites

(thanks copius, link fixed)
copuis
Posted 10:55am 01/10/13
trog the link is broken :(


Wow, plan is a few GB off being capped now with 20 days of my month left. I have a Bigpond Ultimate 4G device on a 15GB Bigpond plan. Really unhappy with getting metered downloads. Even made sure I was downloading ONLY from Ausgamers.com. Will have a look at my APN though and make sure it's running through Bigpond and not Telstra. Will probably ring them up soon too.


youporn isn't unmetred, just saying
trog
Posted 03:50pm 01/10/13
An update on this (in advance of BF4):

I've passed on a few details to the BigPond team, who are still looking into it. So far there are only a very very very small number of users reporting problems, but having gone through them extensively it certainly doesn't look like they're doing anything wrong.
shadowstealer7
Posted 04:05pm 02/10/13
I think the BF4 is metered, did a bit last night and only had 50 mb count as unmetered. now i only have 300 mb left until the 20th
trog
Posted 04:08pm 02/10/13
I think the BF4 is metered, did a bit last night and only had 50 mb count as unmetered. now i only have 300 mb left until the 20th
If you mean playing, the only thing that would be metered is anything that happens in the game that doesn't communicate with the game servers.
shadowstealer7
Posted 09:07am 03/10/13
I meant the download from here
trog
Posted 11:09am 03/10/13
I meant the download from here
The download from here actually comes from an old GA file server that has never been metered and was set up specifically for that purpose. If you're getting metered downloads on that, you have problems!
Dondi
Posted 09:14pm 04/10/13
Hi, I was wondering if there is going to be unmetered content for Steam like Game Arena had just recently introduced a few months before they shut down. Since their closure Steam has been metered for me whereas before it was unmetered. I was using Steam limiter to make sure it was downloading unmetered. Do I just have to change some settings or is this no longer available. Thanks in advance.
Jim
Posted 12:13am 05/10/13
gamearena's steam content servers are still running and are still unmetered for customers that are supposed to receive unmetered traffic. if you're a bigpond customer and are using steam from a bigpond ip, valve's system should detect this and direct you to the gamearena steam content servers
Dondi
Posted 10:30am 05/10/13
Hmm, that's strange because it was working for me unmetered, but stopped after gamearena changed/shut down.
Mage
Posted 09:05pm 05/10/13
well bigpond's billing department knows nothing about this and it is showing up as meter usage. Bigpond tech send you to billing for usages issues.
knocks
Posted 05:32pm 06/10/13
Odd i have not had any problems with steam being metered, ausgamers yes.
Dondi
Posted 07:56pm 06/10/13
Yeah i realised there is a newer version of steam limiter so i downloaded that. Will see if it downloads unmetered now.
knocks
Posted 12:33pm 09/10/13
Any news from BigPond?
trog
Posted 02:42pm 09/10/13
No updates from BigPond; everything looks fine from their end and most customers are not experiencing this problem. We've liaised directly with the humans who put the rules into the software and they've confirmed everything is set up right with our IP addresses so there's nothing else we can see causing this problem.

I've also personally tested on a BigPond cable service and confirmed it's unmetered (on a service here in Qld).

At this stage I can only advise people having problems to go to BigPond billing and log a complaint with them to get it escalated upwards. I would direct them to the unmetered listing page if they say it's not supposed to be unmetered.
Mage
Posted 05:40pm 10/10/13
Hi Trog,

I tried that, went through billing who knew nothing about the deal what so ever, who then passed me to tech support who then escalated to lvl2 with a call back in 3-4 working days. Then case was Closed 5 days later with no contact, nor was the issue resolved.

When I contact their support to re-open the case it is another 3-4 working days...
trog
Posted 11:20pm 10/10/13
Hi Trog,I tried that, went through billing who knew nothing about the deal what so ever, who then passed me to tech support who then escalated to lvl2 with a call back in 3-4 working days. Then case was Closed 5 days later with no contact, nor was the issue resolved.When I contact their support to re-open the case it is another 3-4 working days...
That sucks man but (from prior experience) you just have to beat your head against it for a bit to get through to a human being that will talk to you about it and then (hopefully) you should be right. I've spoken to one guy in the last few days who managed to get a "refund" on his data so I know they're at least doing that, but that doesn't solve the unmetering issue.
WhiteKnight
Posted 01:54am 12/10/13
I also have the problem of AusGamers not being unmetered for me through Bigpond.

I just wanted to prompt people that are also having this problem to log it with Bigpond Support. I know it's an ordeal, but I think the only way we're going to get this fixed is if enough people log it to give them reason to spend time looking into it (and data to help them work out what is going wrong).

From my experience, here are some tips to make the process easier:


1) First, run a conclusive test to be sure you can demonstrate that you have the problem...

1a) (Optional, but helpful) For the entire test day, midnight to midnight, don't access any other unmetered content. This includes everything listed on https://go.telstra.com.au/helpandsupport/-/bigpond-unmetered-sites, but also Steam which is unmetered if you can get the right server. Note you ideally don't want to check your usage meter on the test day, as that is an unmetered site!

1b) Just before running your test download, go to whatismyip.com and note your IP address (unmetering works by IP addresses).

1c) Note the current date and time that you are starting the test.

1d) Go to the AusGamers site and choose a file to download. Even just accessing the homepage should be unmetered, but we want to make sure a decent chunk has been downloaded... say a 100MB file. Note the exact size (in MB will do) and the final full address of the file you will download, for future reference.

1e) Download the file. DO NOT USE A DOWNLOAD MANAGER! Just use the browser's built in downloader. Bigpond Support will ask you about a download manager and you will save yourself some grief if you can just say you didn't use one.

1f) Wait at least 12 hours before logging into your Bigpond usage meter (and not on the same day as the test). If everything went according to plan your detailed usage will have "-" (none) for both unmetered and unrated usage on the test day. You can now more easily explain to Bigpond Support that AusGamers isn't unmetered for you. Note if you skip (1a) you could still do the test so long as you download more from AusGamers than from all the other unmetered sites combined that day (so you can say "I downloaded X MB from AusGamers, but my unmetered usage is less than X").


2) When you contact Bigpond Support, have your Account Number ready, and your detailed Usage Meter open (or a screenshot of it in case your login times-out while you wait).

You should now be able to explain very clearly that the unmetered website AusGamers.com is not being counted as unmetered for you, and give details of the test you performed ("I downloaded x MB and the usage meter shows none/less then x MB unmetered usage for that day").

To convince them that AusGamers should be unmetered you can direct them to the Games section of this list:
https://go.telstra.com.au/helpandsupport/-/bigpond-unmetered-sites.

If they further ask if the AusGamers website has a special "unmetered green dot", you can tell them it does and direct them to the top right corner of this page:
http://www.ausgamers.com/news/read/3349845/ausgamers-website-and-downloads-now-unmetered-traffic-for-bigpond-broadband-customers

You will then be transferred to tech support who can check your usage meter details and will ask if you used a download manager, which you can say you didn't if you followed the test above. You should then have your issue escalated to level 2, and need to wait for a callback in 4-5 days.

They may offer to refund your usage, but make sure you get them to understand that it is an on-going problem that hasn't been resolved yet.


Well, sorry if this posting is a bit long. Hopefully we can help get this issue resolved if we all log the problem with Bigpond!
TicMan
Posted 09:44am 12/10/13
I grabbed BF4 from the AGN mirror on Monday and the BigPond usage meter is only showing 200Mb of unmetered traffic for the day.

Hit me up on FB or email if you want some specific testing to be done, I've got ~100Gb left until rollover in 8 days.

Edit: interestingly the 6th shows ~4.5Gb (BF4 download size) unmetered but I didn't download it or anything else on Sunday that should be unmetered..
knocks
Posted 11:03am 12/10/13
BigPond support is a total PITA, i have tried going through complaints now, supposedly i have a case manager but still yet to see any evidence to the contrary.

http://www.telstra.com.au/help/contact-us/complaints/
knocks
Posted 09:23pm 16/10/13
FYI we are now correctly listed here: https://go.telstra.com.au/helpandsupport/-/bigpond-unmetered-sites (thanks copius, link fixed)


The drama continues, you have been removed from the list now.
trog
Posted 10:14am 17/10/13
The drama continues, you have been removed from the list now.
How bizarre. That has happened in the last ~24 hours; I checked yesterday and we were there (gamenow.com.au has also been removed).
trog
Posted 10:23am 17/10/13
I grabbed BF4 from the AGN mirror on Monday and the BigPond usage meter is only showing 200Mb of unmetered traffic for the day.Hit me up on FB or email if you want some specific testing to be done, I've got ~100Gb left until rollover in 8 days.Edit: interestingly the 6th shows ~4.5Gb (BF4 download size) unmetered but I didn't download it or anything else on Sunday that should be unmetered..
ticcles, if you have time and are willing, doing a wireshark traffic dump or something would be awesome. I've checked web server-level stuff and confirmed that from the application level the traffic certainly seems to be flowing correctly (and I cannot imagine any scenario in which the network layer is any different) but if you could track some packets that would be rad.

Also: if you downloaded BF4 from GA you should have gotten a .gamearena.com.au URL anyway, which has been unmetered since forever.

The Sunday/monday thing is interesting - I wonder if DST caused a hiccup? Because it sounds like you got it unmetered but just on the wrong day.
trog
Posted 01:43pm 17/10/13
The drama continues, you have been removed from the list now.
and, now we're back :)
knocks
Posted 03:25pm 17/10/13
Wish I was benefitting from this…
trog
Posted 03:59pm 17/10/13
knocks, if Ticman is having the problem he should be able to ninja up some packet dumps for us so we can pass them on to BP's tech people to look at. I'm not convinced he's having the problem yet though...
WhiteKnight
Posted 07:10pm 17/10/13
knocks, if Ticman is having the problem he should be able to ninja up some packet dumps for us so we can pass them on to BP's tech people to look at. I'm not convinced he's having the problem yet though...


Ticman's problem seems to be different since he did get a sizable amount of unmetered content recorded (although on the wrong day), and it was related to the BF4 client (from a GA server, not an AG server). I have never got any unmetered usage recorded for AG content at any time since it went unmetered, as far as I can tell (testing most days).

Trog, is it possible for you to give us some instructions on exactly how to get any data you think would help the Bigpond tech guys? Note I've already done some testing for you on the AG side of things (see [Issue #311783]), but is there anything else I, or anyone else, can do?

I'm pretty technically proficient and very eager to help get this fixed but I just can't seem to get past the brick wall of BP Support people to get to the tech guys who know what's going on. :S If only BP would help us to help them!
ItsAConspiracy
Posted 07:33pm 17/10/13
Bigpond is notorious for not recording peoples usage properly. If you read the fine print under your meter usage or even ring up bigpond, they will tell you that the usage meter is simply an "estimation" Not everything will be recorded properly.
trog
Posted 10:38am 18/10/13
I'm pretty technically proficient and very eager to help get this fixed but I just can't seem to get past the brick wall of BP Support people to get to the tech guys who know what's going on. :S If only BP would help us to help them!
I have been trying to find time to write up some instructions but I haven't had a chance yet - the only thing I think that would be genuinely useful would be doing a Wireshark packet dump of an entire session but even that I think might not help much.

The most useful thing in the short term is log a ticket with us via www.ausgamers.com/contact and include:

- what service you're on (Bigpond cable/DSL, full plan name + bandwidth allocation)
- your geographical location (suburb + state is all I need)
- confirmation you're downloading files from URLs like files.ausgamers.com or gamearena.com.au (full URL would be fine)
- if possible, a screenshot from your account page showing the metered usage matching the size of the file you were downloading (might be hard unless you're not doing a lot of other stuff that day)
Bigpond is notorious for not recording peoples usage properly. If you read the fine print under your meter usage or even ring up bigpond, they will tell you that the usage meter is simply an "estimation" Not everything will be recorded properly.
It's weird; we've had BigPond cable at my parents place since shortly after it was rolled out in the area, and in all that time I don't recall a single incident of incorrect unmetering. We've diagnosed a lot of issues while managing GA and with the exception of one instance that I can only vaguely recall where there was some problem with the back end, none of them have been actual problems with the metering service.

So far though I only have three reports of people who have logged tickets with us confirming the issue that look weird - everything else looks fine from my side. Need more data!
ph33x
Posted 12:43pm 18/10/13
So far though I only have three reports of people who have logged tickets with us confirming the issue that look weird

Why does it matter how weird the people look? Fix it! :)
WhiteKnight
Posted 03:21pm 18/10/13
I have previously had a problem with unmetering of GA for a duration of about a month or two. That was a couple of years ago though, and apart from that it has been very reliable. Do you think there is any way that some kind of custom fix they implemented for me for GA is now effecting AG unmetering? I can't imagine how, but we are getting to the point where we need to look at remote possibilities!

Apart from that, if I am successfully receiving files from AG, and AG servers are successfully sending the correct unmetering logs to BP for the download (as checked by the testing we did together, I assume), doesn't that leave the only possible source of the problem being somewhere in BP's networking/logging? If so, surely they (and only they) can run a trace on the packet flow during a download and see exactly what is going wrong, right?

Are BP receiving the unmetering log data from AG at all? Are they processing it correctly? As a programmer I realise software is usually more complex than you imagine, but those are the only options that seem possible given the testing we have done so far.

And how long could it take to test those 2 options? Is anyone even working on it at BP? Sorry, Trog, I don't mean to vent. It's just that it's getting a little frustrating that it takes so long to fix a finite problem, and that I can't help BP work on it because I can't get past Support, and that I've had to cut back on all the gaming goodness from GA/AG because I'll go over my usage limit, and I missed the BF4 beta...

When will this all end?! SERENITY NOW! :P (Yes, that's a Seinfeld reference!)
TicMan
Posted 03:04pm 19/10/13
I'm doing the wireshark dump now, I'll email it through to you once I get about ~1gb of data. it's running in a VM to cut down on all the other s*** I've got installed (Skype, Dropbox, etc) so hopefully it's clean to read.

In saying that, the link I'm downloading from is http://files.ausgamers.com/downloads/1382155338/L2_Interlude_Live_Client.zip which resolves to;

10.115.232.110.in-addr.arpa domain name pointer vip-110.232.115.10.mammothmedia.com.au.

So all looks OK from that perspective.
TicMan
Posted 03:39pm 19/10/13
I cut it short at 500Mb as it was only going at 260kb/sec. Should be in your email soon troggles.
Hogfather
Posted 03:47pm 19/10/13
F*** you ticcles, I still have a headache and feel like s***.
TicMan
Posted 08:53am 20/10/13
The call was made at 11.30 .. "Go hard or go home", probably should've opted to go home.

Troggles: BP usage meter reports 564Mb of unmetered traffic for yesterday so it looks right.
trog
Posted 09:44pm 20/10/13
Thanks bro, will check it out tomorrow!
trog
Posted 11:11am 21/10/13
TicMan's packet dump looks exactly like what we'd expect (although there's a bunch of traffic to hotandbotheredgoats.com that might be hard to explain); so no surprises there, especially considering it all showed up as unmetered anyway.

For those still experiencing this problem, I will see if I can figure out how to explain how to setup Wireshark simply so that you can do a packet dump.
I have previously had a problem with unmetering of GA for a duration of about a month or two. That was a couple of years ago though, and apart from that it has been very reliable. Do you think there is any way that some kind of custom fix they implemented for me for GA is now effecting AG unmetering?
Hmmm. I would rate this as unlikely - but not impossible.
doesn't that leave the only possible source of the problem being somewhere in BP's networking/logging?
That, or some absolutely bizarre thing I've never seen before.
If so, surely they (and only they) can run a trace on the packet flow during a download and see exactly what is going wrong, right?
Well, correct to a point - you can run a packet dump to confirm that the bytes are really going back and forth to the right IP addresses (though if you did the download test with me via email already I do not expect any surprises here).
Is anyone even working on it at BP? Sorry, Trog, I don't mean to vent. It's just that it's getting a little frustrating that it takes so long to fix a finite problem, and that I can't help BP work on it because I can't get past Support, and that I've had to cut back on all the gaming goodness from GA/AG because I'll go over my usage limit, and I missed the BF4 beta...When will this all end?! SERENITY NOW! :P (Yes, that's a Seinfeld reference!)
No problems dude, totally understand it's a problem.

At the moment I believe the BP guys are not looking into this in any great detail; they're waiting on some more data from us so we can pass on details if we indicate there's a problem. Their advice at the moment, for better or for worse (ok, for worse) is to go through the billing machine and see if that it percolates through far enough to trigger a check.
WhiteKnight
Posted 01:05pm 23/10/13
I finally got a call back from BP support (it took 13 days, not 4), and the guy said someone looked into it and he wanted to confirm that there is no problem with my usage, and to check windows automatic update settings as they can add to usage! -_-

After explaining the problem yet again (about the 5th time), and explaining that I had already done testing with the guys at AG that setup the unmetered, he said he would escalate the problem and ring me back. He couldn't give any kind of time-frame (of course), so I am left waiting for them to contact me again in who knows how long. :S

At least my issue doesn't appear to have been closed yet, like Mage's was. BTW, any progress on your issues Mage and Knocks?
knocks
Posted 02:59pm 23/10/13
I contacted them yet again today. All previous escalations to date have been never actioned/ignored. Expecting yet another call from them. My patience is wearing thin!
TicMan
Posted 07:19pm 23/10/13
What? I was just browsing Crusher's blog..
knocks
Posted 01:35pm 27/10/13
I did the email tests earlier, would a wireshark dump be helpful? Starting to get desperate.
WhiteKnight
Posted 09:29pm 30/10/13
I got another callback today. Again they said it seems to be working, and to test again. So foolishly I did yet another detailed test. When I contacted BP Support again to confirm it definitely wasn't fixed they told me the issue had been closed and they couldn't open a new ticket for the same issue within 3 days. So I have to contact them again in 3 days with the same details I just gave them! Arrgh!

I've sent the test details through via email to the guys at AG. Hopefully they can do something useful with them, although I think it's just the same information we already know from the last test. :S

Hope... fading...... :(
TicMan
Posted 09:44pm 30/10/13
What is the URL when you go to download something and your current IP address?
WhiteKnight
Posted 02:17pm 31/10/13
I'm on cable so I have a dynamic IP, but for this test it was: 58.172.220.187

http://files.ausgamers.com/downloads/1383100499/batmanarkhamorigins_launch.mov (175MB)

Using nslookup, files.ausgamers.com resolved to an IP of: 110.232.115.10
files.ausgamers.com/downloads resolved to an IP of: 199.101.28.130
Unfortunately, I was outside the 5 minute download window when I tried
to do a nslookup of files.ausgamers.com/downloads/1383100499/ and all I
could get was "unknown domain", so I don't know if that is significant (probably not - it's likely just a subfolder rather than a domain).

From testing I've done with the AG guys, they said the IPs (mine and theirs) all check out within the ranges they should for unmetered to work.

My usage meter clearly shows no usage before the test (I tested first thing of the day), and after the test I then waited several hours without any internet usage (except for a very small Windows update) and my usage showed 182MB downloaded usage, 5MB unmetered usage (from looking up the usage meter, not from AusGamers, I assume), and no unrated usage (so all usage had been processed).

Clearly there is still a problem for me. :(
knocks
Posted 02:39pm 31/10/13
I download a 30mb movie as a test this morning, and I think I might have gotten my first unmetered content (touchwood) possibly my first download since ausgamers started enforcing a www url.

I just did another download test, with the latest unity i had mirrored, download link was

http://files.ausgamers.com/downloads/1383188270/UnitySetup-4.2.2.exe

902mb content was downloaded from, vip-110.232.115.10.mammothmedia.com.au

Let see what it shows tomorrow.
ph33x
Posted 02:42pm 31/10/13
Another way to test this is to go to open Resource Monitor (W7 and W8) and watch the network traffic.

Sort by bandwidth usage, you can see what IP (or in some cases, how many IPs) you are downloading from. Since this is the exact traffic being metered, it's probably the easiest way to diagnose where you are downloading from.

vwat2wI.png
WhiteKnight
Posted 07:09pm 31/10/13
Yeah, good tip there Ph33x, thanks. :)

Knocks, I'm hoping you are right and the problem is fixed for you! We'll wait until you can confirm it tomorrow, but here's hoping...

If it is fixed, do you know of anything else that has changed (apart from the enforced www urls you mentioned)? Did Bigpond Support change anything?
knocks
Posted 07:45am 01/11/13
Unfortunately nothing’s changed all data recorded as metered content. As I am restricted to wireless, GA mirrors where an invaluable service!

BigPond is ignoring all requests of support on the issue!
trog
Posted 09:54am 01/11/13
Unfortunately nothing’s changed all data recorded as metered content. As I am restricted to wireless, GA mirrors where an invaluable service!BigPond is ignoring all requests of support on the issue!
I'll let them know the problem continues. My experience with BP support is they don't ignore requests unless people give up - if you keep just pinging them on the same issue every now and then, they eventually get sick of it and someone actually does something - but it's a war.
Jim
Posted 10:42am 01/11/13
Using nslookup, files.ausgamers.com resolved to an IP of: 110.232.115.10
files.ausgamers.com/downloads resolved to an IP of: 199.101.28.130

the first line makes sense
the second line does not, and the ip address you've quoted there has *nothing* to do with ausgamers nor telstra/bigpond - I have no idea how you got that from anything :)



I download a 30mb movie as a test this morning, and I think I might have gotten my first unmetered content (touchwood) possibly my first download since ausgamers started enforcing a www url.

we've been redirecting into www.ausgamers.com for ages - long before telstra chose to include ausgamers downloads as unmetered.
but this www redirect has nothing to do with file downloads anyway, they don't come from www.ausgamers.com
knocks
Posted 12:36pm 01/11/13
we've been redirecting into www.ausgamers.com for ages - long before telstra chose to include ausgamers downloads as unmetered.but this www redirect has nothing to do with file downloads anyway, they don't come from www.ausgamers.com


I'm clutching at straws here, noticed my old bookmark was throwing a 403 a week or so ago, maybe it was just maintenance.
ph33x
Posted 02:12pm 01/11/13
Download a file while checking where the file is coming from as per my post above. nslookups often don't reveal what's really going on. The server could be redirecting you to another mirror for download after you've clicked the link.

This way you can simply say: "Is this IP address unmetered?" but at the moment you haven't yet proven where the file is coming from.
knocks
Posted 02:57pm 01/11/13
I linked where i downloaded the file from a few posts ago, i use TCPView it was downloaded through my browser in a single piece.
WhiteKnight
Posted 01:27am 02/11/13
Sorry to hear you're still having problems Knocks. :( At least I'm not in this alone though (assuming our problem has the same cause).

I should point out that I've done a custom test with AG support where they setup a special download link on their side so it logged when I downloaded. They assure me that the download for that test (which also counted as metered) was all working from their end, and I did actually receive the file I downloaded, so I assume it was tracked and came from their servers. So after that I have not been so concerned with where it is coming from as that should have been tested far better than any of us can from outside AG's network. It seems like more of a problem in the Bigpond network.

Having said that, I am certainly getting to the point where I'm clutching at straws! So when I get time I'll do some more testing and see if we can find anything strange about the IP I'm downloading from.

Trog, I might as well do this properly if I'm going to do it. Do you think you could give us details of exactly what Wireshark testing/data you think would convince Bigpond to take us seriously (or otherwise help troubleshoot)?

Thanks for all your efforts to help us guys. I really appreciate it.
trog
Posted 09:04pm 05/11/13
Trog, I might as well do this properly if I'm going to do it. Do you think you could give us details of exactly what Wireshark testing/data you think would convince Bigpond to take us seriously (or otherwise help troubleshoot)?
I don't know - I'll ask ASAP. Frankly the info I've sent them is, IMO, good enough to show it's a problem with the accounting system for some users.

I would add though, I still only have basically the two reports from you guys - none from anyone else at all. So I wonder if there's something bizarre in common with your account types.
TicMan
Posted 07:43am 06/11/13
Probably start with what Internet you have. Is it cable, ADSL, wireless and what is the name of the plan you're on.
knocks
Posted 12:19pm 06/11/13
Nothing will be resolved as long as BigPond continually refuses speaking to us. It’s close to 2 months since I first contacted them and have yet to get past their level 1 support.
WhiteKnight
Posted 01:42pm 07/11/13
I did a quick test and can confirm that Win 7 Resource Monitor says I am downloading from:
vip-110.232.115.10.mammothmedia.com.au (with matching IP address: 110.232.115.10)

My IP at the time was: 58.172.220.187

This seems to confirm what we already know, unfortunately.


@Knocks:
From the postings above it seems you are on a Bigpond Mobile Broadband Plan. I'm on a "BigPond Broadband 50GB Elite - Cable" Plan, so nothing in common there. My plan is standalone - not linked to a phone line package or anything. What about you?

I'm in Sydney. Where are you?

Oh, and how did you go with the Bigpond Complaints department/process? I'm thinking that might be my next and only option, but evidently it's just as futile as you still don't have a resolution either. :(
ph33x
Posted 01:52pm 07/11/13
Nothing will be resolved as long as BigPond continually refuses speaking to us. It’s close to 2 months since I first contacted them and have yet to get past their level 1 support.

Call them once more and tell them if they don't elevate your issue, you will go to the TIO.

Then take this thread, the BP unmetered page, and your recent experience to the TIO. They'll ask you if you've tried to fix it with the provider and you can tell them you specifically told the provider that if they didn't elevate, you'd TIO that s***.

You'll be fixed up usually within a day or two then.
knocks
Posted 02:52pm 07/11/13
I’d give my left nut for a 50gb quota :) wireless yes, located on the south coast NSW.

I finally got to speak to a level 2 support who promptly told me nothing was wrong. I gave them the info from my tests and now need to wait another 3-5 working days for them to get back to me.

ph33x I have been logging all correspondence for that specific purpose.
WhiteKnight
Posted 03:38pm 08/11/13
Yeah, I used to be on a 10GB quota until last time I had unmetered issues and had to upgrade. I'm hoping I don't have to resort to that again this time as it seems a bit like rewarding them for not helping me. In our household 50GB is constrictive. I used to get 11-15GB of unmetered usage a month (mostly GameArena). Now I only get 2GB, and that difference is pushing me over the limit every month.

Knocks, I would advise you that when you get the callback, make it VERY clear that you don't want the guy to close the ticket. The guy I talked to said it's working now so test it and get back to them if I still have problems. After this he immediately closed the ticket, without waiting for me to tell them about the test (which still failed)! I then had to wait another 3-4 days before they would open a new ticket for the same issue (it's some rule they have). :S


Speaking of which, I contacted BP support again and said how my issue was closed although it's unresolved, and this time I explicitly said I have been unable to get anyone to understand my problem for 2 months and could I please speak to someone knowledgeable (not Tech Support but a network engineer or programmer). There was then a long pause and they said they would open a new issue, reference the closed issue, and "re-escalate the issue so that our Server complex can call you back". I suspect this department is just the Level 2 guys I have already talked to, but at least I cut out all the Tech Support people this time. We shall see when they call me back "in 2-4 business days" (ie sometime in the next 2 weeks, judging from past experience).
WhiteKnight
Posted 03:40pm 08/11/13
Knocks, it might be a good idea if we take note of each other's BP issue IDs so we can get whoever we talk to at BP to look into both at the same time - maybe they'll see a link? I would hesitate to publicise our BP Account numbers, but I think the Tech Support issue IDs are only meaningful to BP and don't represent a security risk (I hope!).

My closed BP issue ID was: TT1-142726191617, and my current, re-opened issue ID is: TT1-145785408162. There may have been others they didn't inform me of, but from those they can hopefully see the details of some of the tests I have done. It would be great if we could somehow link in the tests we've done for AG too, as they are the most detailed and helpful I would think. My AG support ticket ID is: [Issue #311783].
knocks
Posted 02:39pm 11/11/13
To date I have only dealt with Muppets! BP seems to think I should just increase my quota by 10gig, bringing monthly costs to $160 :) Current ticket is TT1-144779858098
WhiteKnight
Posted 02:40pm 12/11/13
Surprisingly, I got a fairly fast call-back yesterday. Unsurprisingly, the level 2 support person was unhelpful - didn't seem to understand the problem and said she didn't even have access to the ticket notes about the details of my tests (let alone read them)! :O Long story short, I got mysteriously disconnected while being on hold waiting to be transferred to a manager.

So I picked myself up off the floor and rang back. Of course I couldn't be reconnected to L2 (that would be too easy), but the level 1 tech I got seemed very committed to getting the problem looked at quickly, so I braced myself and went through the entire problem description and latest tests in detail AGAIN. I also mentioned the testing I've done for AG, and the fact that Knocks is having the issue too (though unfortunately you hadn't put up your TT number at that point - I'll mention that next time I talk to them). She said she would escalate this and follow it up personally within the next 24 hours.

She gave me a new "Interaction number": 1-146025459290 (not sure if this is the same as the TT numbers as she said she hadn't created the "trouble ticket" (TT?) yet, but I assume it is at least related).


So here is the most interesting thing... This morning I got an automated phone call from Telstra (it was a recorded voice) saying that my internet service would be unavailable on 14/11/2013 for a few hours while they perform "upgrades" in my area. I've never had any calls like that in my 10 years of having Bigpond Cable, and there is nothing on the Service Status webpage, so I don't think it's any standard maintenance. Seems too co-incidental to not be related to my problem. I could ring support and ask if it is related, but I don't want to throw a spanner in the works!

So here's hoping Thursday will bring some kind of progress, if not a fix! I'll keep you updated...
WhiteKnight
Posted 08:33pm 15/11/13
Well my connection went offline for the "upgrade", I then did some more testing, and it's still not working for me. :( I also got another ticket-closed-please-evaluate-us email from Telstra support, so it seems they have closed my case yet again.

2 months of this insanity is about all I can take. I don't think I can keep trying to wade through the nonsense. I hope you have better luck Knocks.
Whoop
Posted 08:58pm 15/11/13
I wonder if it only affects older customers? I've been with telstra for years because it's all I can get and pretty much everything is metered. My usage meter has never really worked properly but since I never used the net much I'd never get capped anyway so never bothered with it.

Also, I've tried steam set to the telstra content server and it's always been metered.

Which program are you guys using to limit steam manually? This one: https://code.google.com/p/steam-limiter/ or the old freys one that adds the rules into windows' ipsec thing to just deny access? (sort of like iptables reject option)
knocks
Posted 04:23pm 17/11/13
Whiteknight I highly urge you not to give up, that is exactly what is wanted.

Possibly http://www.tio.com.au/ may have better luck navigating the obtuse support system BigPond /GameArena provides, they are failing to provide an advertised service!

It’s obvious this issue has been flagged as to difficult by all involved to date, but i refuse to give up, as mentioned before this service is invaluable when restricted to a wireless service.

Whoop i use limiter but to be honest i have not used steam since this issue with ausgamers. If nothing has changed you want to be downloading from 203.39.198.136.
ravn0s
Posted 04:52pm 17/11/13
Also, I've tried steam set to the telstra content server and it's always been metered.


yeah same here. i rarely connect to the telstra content servers.
koopz
Posted 08:59pm 17/11/13
I just want to DL upadates to all my Steam games on my old connection instead of using other people's resources accidentally on other gateways...


Dondi
Posted 01:16pm 24/11/13
I use steam limiter and I am able to download unmetered through steam.
Jazza
Posted 07:33pm 29/11/13
So are all the problems with this site fixed? I just joined and wondering if all this site is unmetred now. Im on 8gb wireless broadband.
knocks
Posted 03:21pm 30/11/13
I’m also on a wireless plan, I have never received unmetered content from this site. I suggest doing a small download to check as it is the minority who are having issues. I have had BigPond confirm there is an issue with this site and my account but no resolution to date.
Jazza
Posted 08:46pm 30/11/13
Alright thanks for that, I just wish us wireless users could get more bang for our buck!
knocks
Posted 09:45pm 19/12/13
Finally got a resolution to this :)
WhiteKnight
Posted 09:52pm 24/1/14
Hey Knocks, I'm glad to hear you finally got this unmetered usage problem fixed! Did anyone ever tell you what the problem was exactly? How did you manage to convince them to look into it? I tried many times over a few months, with lots of very solid test data, talked to about 12 different people, without any success at all. How did you solve the unsolvable puzzle of how to contact someone knowledgeable at Bigpond Support? Tell us, that future generations may be enlightened! lol

I've been busy lately, but I just got around to testing the problem for myself again and I wanted to report that unmetered content from AG also seems to be working for my connection too now! Now I know why I stopped hitting my usage limit. :D It seems unlikely that the timing is a coincidence as I could reproduce the problem right up until the start of December when I gave up. So thanks for all of your very hard work, tenacity and persistence, Knocks - it seems like you may have fixed the problem for everybody!

Props, 3 cheers, and a piece of delicious cake to Knocks! :D
knocks
Posted 05:30pm 29/1/14
WhiteKnight I was only told it was a fault in the “system”, no real explanation as to why.

I stopped playing nice and eventually I got assigned a resolution coordinator on home soil who got the issue fixed in a couple of weeks.
Dondi
Posted 08:56pm 29/1/14
Well i'm glad you got your problem fixed. I was previously getting unmetered downloads from ausgamers and steam using steam limiter. But as of about 10 days ago they have been metered. Was wondering if anyone else has had any similar problems lately?
filch
Posted 03:15pm 10/2/14
The only thing that bothers me about Telstra Bigpond wireless is the lack thought for gamers who cannot get anything but wireless. With game downloads reaching 20gb+ and only allowing you to patch thru their servers.... makes gaming hell... It would be nice for Telstra to atleast acknoledge our gaming needs in regards to bandwidth and cost of......

In the past year, they have "given wireless users" a new plan.... 25gb, at the cost of $160 per month. Do they really think they are doing us wireless users a favour who can only get wireless? I am already paying $120 a month for my 2x wireless plans because during congestion, I can barely surf the net let alone at times takes me 20x to connect after forcing the modem to disconnect because it forgot it was a modem and acted as if it was offline. Wife and I are gamers so under these congestion moments, we lag ourselves because we are both online and both on voice servers for raids...

Tony Abbott government closing down the NBN upgrades in my area which were supposed to be completed before end of 2013. With that upgrade I would be on a wireless NBN. Just really frustrated atm, Tony Abbott loves wireless, put the @#$# on my connection. see how much he loves it then.

Telstra, please get with the times.
filch
Posted 04:31pm 10/2/14
Problem is not living in rural areas. Without farmers, how would you survive? Even those of us in rural areas should get a stable connection regardless of bandwidth limitations.
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