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slow and unreliable downloads from Apple Content Distribution Network (App store)

rjw
Neighbour

I have had Telus 15Mbit ADSL for many years and just recently have come across an issue accessing content on Apple's Content Distribution Network (CDN) that is negatively impacting our house – and likely those of other customers as well. 

 

For the past several weeks we have been having problems in our home downloading content from Apple's CDN, most notably IOS 8.0 (1GB per device) and most recently the MAC OS Yosemite upgrade (5GB).   Downloads from Apple's CDN are extremely slow (estimate of 5+ days to download MAC OS Yosemite update, and 2+ hours for 69MB IOS 8.1 update), and downloads often fail before completing.    Downloads from other content providers we use have been working reliably with throughput close to our connection speed, so this problem appears to affect only some content providers, and maybe only Apple's CDN. 

 

I have verified our internet connection both wirelessly and wired using speedtest.net which produced results of 14+Mbit/sec download and +.75Mbit/sec uploads wired and slightly less wirelessly.   The problem with extremely slow and failed downloads occurs on both wired and wireless devices.  

 

I spent some time troubleshooting in the last couple of days.   Our regular router has been assigned IP address 50.92.132.X/255.255.252.0 with default gateway 50.92.132.1 and DNS Servers 75.153.176.9 and 75.153.176.1 by Telus through DHCP.   During my testing I observed the Apple App store establishes a connection with ussea2-vip-lx-001.aaplimg.com or ussea2-vip-lx-001.aaplimg.com for the download.

 

Yesterday, out of desperation, I connected a borrowed router (same make and model), which was assigned IP address 75.156.108.X/255.255.252.0 with default gateway 75.156.108.1 and DNS Servers 75.153.176.9 and 75.153.176.1 by Telus through DHCP.   I tested the connection using speedtest.net and got nearly identical results as with my normal router of 14+Mbit/sec download and +.75Mbit/sec upload wired.    I then tried to access the MAC OS update from the Apple App store and found that it downloaded all 5+GB in less than an hour!  For what it is worth, the network stats I gathered showed the download was from the same host as previous attempts – which to me indicates some kind of bottleneck related to routing to the network my assigned IP address is on.

 

Today, in an effort to understand the source of the issue, I switched back to my regular router, which was assigned an IP on the 50.92.132.X network and the problems accessing content on Apple's CDN returned immediately.   I then configured my regular router to use the MAC address of the borrowed router that I connected last night, and just like the borrowed router, my regular router was assigned IP address  75.156.111.X/255.255.252.0 with default gateway 75.156.108.1 and DNS Servers 75.153.176.9 and 75.153.176.1.   With this change MAC address and in assigned IP address - nothing else, content on Apple's CDN such as the MAC OS update could be accessed and downloaded at expected speeds using my regular router.

 

My conclusion:   For some reason, being assigned an IP address on 50.92.132.X/255.255.252.0 network is resulting in extremely poor throughput and unreliable transfers accessing content from Apple's Content Distribution Network and possibly other content providers.   As long as I have a MAC address that continues to get an IP address on the 50.92.132.X network, I can reproduce the problem very easily.

 

Does anyone know how Telus assigns IP addresses these days?   I know many years ago you had to register devices with Telus to get internet routable IP addresses, but that URL does not seem to be accessible anymore and I seem to be able to get an internet routable IP address to devices not registered with Telus, so I am guessing the registration process (at least the manual one) has been eliminated.

 

Has anyone else experienced anything similar with Apple or other content providers?

1 ACCEPTED SOLUTION

dru
Community Manager
Community Manager

Dru from TELUS here.

 

Thank you all for bringing this to our attention! 

 

Your input was invaluable in helping us identify a challenge at a connection point between our networks. We are working closely with Apple to increase peering capacity and everything should be resolved soon.

 

On behalf of the TELUS Neighbourhood team, thank you so much for your patience on this matter and sorry about the inconvenience.


View solution in original post

64 REPLIES 64

For what it is worth... I haven't had a chance to look at this issue in a few days... this morning I resumed my Yosemite download and all seems to be good - the download is set to complete in a little under an hour.  So, I'm not sure what's changed...

 

At my end all that has changed in the interim days is a hard reset of my Actiontec Modem (seemed to be prudent after a seemingly failed modem firmware update process) and somewhere in there I "reset" my computer DNS pointers to match the numbers in the Actiontec (75.153.176.1, 75.153.176.9).  I also followed some instructions on the net about deleting the original partial download, though I don't think that contributed to the solution as I recall the next attempt was similarly slow.  And of course the computer has been power cycled a few times.

 

So, from my perspective the issue has been fixed.  My $0.02 worth...

 

KyleMW
Neighbour

I can't add much detail to this, however, I got around the slow download of Yosemite by using a VPN with and end-point in San Jose, CA.

 

More to the point now.  I just started a double software update utilizing Apple's App Store.  There were two packages listed.  The first being a package containing Command Line Tools (OS X 10.9) 6.1, iTunes 12.0.1 and Security Update 2014-005 1.0.  The second package was version 10.0.3 of GarageBand.

 

The updates were started simultaneously with the Update All button and the results were quite astounding.  The Command Line Tools/iTunes/Security Update package, at 331MBytes,  immediately gave a download time estimate of well over 2 hours (coming in at approximately 30 to 50 Kbytes/sec.  The GarageBand update, at 405MBytes, took an estimated 1 minute and 10 seconds to complete. (approx 5MBytes/sec)

 

The Command Line Tools/iTunes/Security update is continuing at 30 - 50KBytes/sec.

 

My current IP: 172.218.120.131 on a Telus 50/10 OpTik link with the Telus Actiontec router.

 

I just found it curious that the two downloads would be so different.

 

Kyle

I am another frustrated Telus customer (eastern Fraser Valley) ... over the last 3 days, I've had multiple iOS 8.1 download FAILURES via iTunes, and now wireless. I expected the download to take some hours due to heavy demand, but have never had this kind of total denial. Which public DNS might be a solution?

NFtoBC
Community Power User
Community Power User
@KyleMW
That parallels my experience with fast downloads of iOS App updates and slow OS updates. Seems different servers are being treated differently. Some form of traffic shaping possibly, whether intentional or not?
NFtoBC
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Hmm.... I wonder if the wifi is an issue...

https://www.google.ca/search?q=Yosemite+os+x+wifi

NFtoBC
Community Power User
Community Power User
@pvanstolk
I tried Google DNS and Open DNS to no avail.
NFtoBC
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This has confirmed my suspicions that I am not the only one experiencing this extremely frustrating issue.    While a couple of workarounds that have been successful for me and/or others have been suggested, none are what I would consider and acceptable solution.

 

As per suggestion in an earlier post, I have E-Mailed the details of my experience and findings to ipsupport and peering email addresses at Telus.    Will share any feedback I get.

 

 

I had the same super-slow download problem a few days ago.  It was worked around by temporarily switching from Telus Optik DNS server for Vancouver area 75.153.176.1 to Google DNS 8.8.8.8.

 

The slow download of OS X Yosemite with the Telus DNS setting should have been running near 2 MB/sec and it was running at only about 20 - 40 KB/sec.  It ran at the expected 2 MB/sec with the Google DNS.

 

I have occasionally had slow downloads from Apple before, but the Yosemite problem was really bad. 

 

In general I can usually access the internet (and Apple material) very fast with Telus Optik, speedtest.net shows about 16 Mbit down and 0.8 Mbit up.   This is fast enough for everything I do.  Torrents run fast usually.  Apple TV runs great including HD videos of Apple presentations and recent iTunes Music Festival.  Computer access speeds are not slowed down significantly by viewing one HD TV channel from the Optik PVR box.

 

Would be interested in knowing what is causing the problem with slow downloads from Apple.

Hi all,

 

New here but was doing a quick Google of this issue over the last 24 hours and am similarly glad to hear I am not alone. I am having the same issues: located in Vancouver, Telus Actiontec router, 108.180.208.x/255.255.248.0 IP address range (same as abcd), 108.180.208.1 gateway, and 75.153.176.9/75.153.176.1 DNS IP addresses.

 

I'll send emails to the same as indicated here and will report back any findings.

NFtoBC
Community Power User
Community Power User

Fellow Telus users,

   The above string of comments shows the collaborative problem solving which caused me to join and participate in this forum. I really appreciate the effort some of you have put into offering thoughts on the problem, work-arounds and thoughts of a solution. I hope Telus is able to announce the issue resolved very soon!

 

 

NFtoBC
If you find a post useful, please give the author a "Like"

 

I just experimented with cloning the MAC address from one of my PC's on the router and it was assigned 172.218.90.X/255.255.248.0 with a default gateway of 172.218.88.1 and DNS servers 75.153.176.9 and 75.153.176.1.   

 

With this IP address, I could not get the download of Yosemite to even start - it sat at the Waiting state for over 10 minutes.   I even tried the google DNS server of 8.8.8.8 as someone suggested and attempted the download with similar results.   Switched the MAC address back to what I was using successfully, got an IP address of 75.156.11.X/255.255.255.252 and attempted the download again and the transfer is as expected - close to 15Mbit / sec.

 

A couple of previous posts mentioned 172.218.90.X addresses - I can confirm that obtaining an IP in that IP range is no good for me as well - in fact I couldn't even get the download to start.

 

I have collected traceroute results to the apple server from every IP address I have obtained.    The route is the same in all cases, but the time it takes for results is consistently significantly quicker with the 75.156.11.X/255.255.255.252 address.

 

Traceroute results when IP is 50.92.132.X/255.255.252.0:


iMac:~ $ time traceroute ussea2-vip-sx-002.aaplimg.com
traceroute to ussea2-vip-sx-002.aaplimg.com (17.253.20.222), 64 hops max, 52 byte packets
 1  wrt54gl1 (192.168.2.1)  0.685 ms  0.659 ms  0.544 ms
 2  10.31.148.1 (10.31.148.1)  31.906 ms  43.362 ms  40.125 ms
 3  sttlwawbci01.bb.telus.com (75.154.217.106)  30.263 ms  29.197 ms
    sttlwawbci01.bb.telus.com (75.154.217.108)  31.059 ms
 4  17.1.134.37 (17.1.134.37)  29.537 ms *  29.949 ms
 5  * 17.0.134.123 (17.0.134.123)  29.732 ms  30.822 ms
 6  ussea2.salty.aaplimg.com (17.253.20.222)  31.831 ms !Z *  30.200 ms !Z


real 0m15.416s
user 0m0.002s
sys 0m0.003s

 


Traceroute results when IP is 75.156.108.X/255.255.252.0:


iMac:~ $ time traceroute ussea2-vip-sx-002.aaplimg.com
traceroute to ussea2-vip-sx-002.aaplimg.com (17.253.20.222), 64 hops max, 52 byte packets
 1  wrt54gl1 (192.168.2.1)  0.777 ms  0.602 ms  0.552 ms
 2  10.31.148.1 (10.31.148.1)  31.708 ms  25.129 ms  41.000 ms
 3  sttlwawbci01.bb.telus.com (75.154.217.108)  31.289 ms  31.668 ms
    sttlwawbci01.bb.telus.com (75.154.217.106)  29.547 ms
 4  17.1.134.37 (17.1.134.37)  29.636 ms  31.800 ms  30.103 ms
 5  17.0.134.123 (17.0.134.123)  29.406 ms  29.772 ms  30.612 ms
 6  ussea2.salty.aaplimg.com (17.253.20.222)  30.404 ms !Z  30.791 ms !Z  32.054 ms !Z


real 0m0.574s
user 0m0.002s
sys 0m0.003s


Traceroute results when IP is 172.218.90.X/255.255.255.0:

iMac:~ $ time traceroute ussea2-vip-sx-002.aaplimg.com
traceroute to ussea2-vip-sx-002.aaplimg.com (17.253.20.222), 64 hops max, 52 byte packets
 1  wrt54gl1 (192.168.2.1)  0.721 ms  0.568 ms  0.610 ms
 2  10.31.148.1 (10.31.148.1)  31.528 ms  32.974 ms  25.673 ms
 3  sttlwawbci01.bb.telus.com (75.154.217.106)  29.335 ms  29.936 ms
    sttlwawbci01.bb.telus.com (75.154.217.108)  31.615 ms
 4  17.1.134.37 (17.1.134.37)  59.526 ms  30.788 ms  29.268 ms
 5  17.0.134.123 (17.0.134.123)  29.687 ms  30.110 ms  30.977 ms
 6  ussea2.salty.aaplimg.com (17.253.20.222)  29.345 ms !Z  29.033 ms !Z *


real 0m5.632s
user 0m0.001s
sys 0m0.003s

 

 

I will update Telus support with this information.

 

 

Nighthawk
Community Power User
Community Power User

@rjw wrote:

 

 

I will update Telus support with this information.

 

 


I wouldn't bother. There's nothing the frontline support agents can do with this information and I suspect most of them won't comprehend it anyways.


If you find a post useful, please give the author a "Like" or mark as an accepted solution if it solves your trouble. 🙂

FWIW, I can confirm as others have that neither Google (8.8.8.8) nor OpenDNS (208.67.222.222) make a difference w.r.t download speed...

 

However, interestingly enough, when I use a US DNS service such as Blockless, the speeds return to normal. This would make sense with regards to others observation that VPNing helps to circumvent the issue. So it is definitely a DNS/routing issue on Telus' end.

KyleMW
Neighbour

Unfortunately the furor seems to be dying down.

 

I do find it curious that actual "app" downloads from the App Store (Garageband and iPad apps etc) do not seem to be affected.  However,  system downloads (OS updates, security updates, iTunes updates) for either iOS or Mac OS X are suffering from the slowdown.

 

That would imply that there are, at least, two distribution channels from Apple and Telus' connection to one of them is severely lacking in performance.

 

I'm going to call mine in, as well.  Assuming the degradation is still occurring.

 

Kyle


KyleMW wrote: 

I do find it curious that actual "app" downloads from the App Store (Garageband and iPad apps etc) do not seem to be affected.  However,  system downloads (OS updates, security updates, iTunes updates) for either iOS or Mac OS X are suffering from the slowdown.

 

That would imply that there are, at least, two distribution channels from Apple and Telus' connection to one of them is severely lacking in performance.

 

this was my experience as well a few days ago - downloads of Yosemite, iTunes and security updates were excruciatingly slow, but meanwhile other app store updates like iWork, Garageband etc were all normal speed.  only connecting via VPN restored normal speed to the OS and iTunes updates.

michel
Just Moved In

Had the same issue, 5 hours plus to download 5G??  Called telus and they claim they had not heard of this issue.  Suggested they get together with their IT department and resolve.  I went to a neighbour and used their Shaw Internet service and downloaded and installed Yosemite is less than 1 hour.  Interesting!!

My download estimates have been in the 3-5 DAYS range for the 5GB Yosemite update.

On chat with TELUS now... "I sincerely regret for any inconvenience this may have caused you. We are aware of the issue and our back end support has an ongoing investigation about this concern."

 

 

NFtoBC
Community Power User
Community Power User
@zzyzyman
If you are on your own account, and have access to your router / gateway, you could try a service such as unblock-us which is easy to set up, and free for a week, then $5 per month.
NFtoBC
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dcslack
Just Moved In

I can confirm that I have been experiencing this problem for many days now as well.  I initially thought it was that Apple's servers were overloaded so I kept trying.  Then I went on a business trip to Denver and brought my Macbook along to see if I could do the Yosemite update.  It downloaded in just over 1 hour, whereas from home (over Telus) it kept saying 5+ days and would always crap out.

 

When I got back from the business trip I tried again with another device, thinking the Apple backlog had cleared, but same problem.  That got me to checking the forums and I found this forum as well as another on Apple forums that confirmed that this seems to be a Telus specific issue.  I tried the Google DNS suggestion that seems to be solving the problem for some out there, but to no avail.

 

I broke down and called Telus technical support.  The first level support had not heard of this issue, but I offered to email him the forum links I found on the topic which confirmed many people were experiencing similar issues.  This got him to escalate it to their Premier support, who was aware of the issue and they had apparently already logged a ticket with Apple because the belief is that there is a connectivity issue between Telus and the Apple servers, but they aren't sure where the source of the problem lies.

 

My gut feeling is that Telus may be throttling traffic to/from Apple with the expectation that a lot of people would be downloading Yosemite and IOS 8.  Why can't Canada get its act together and enforce net neutrality?  

 

I would encourage any and all of you who are experiencing this problem to report it to Telus so they get innundated with calls about the issue.  Also, if you're so inclined you could report it to your local MP to get net neutrality on the government's agenda.

 

UPDATE:  I tried the recommendation of using the UK DNS (84.45.85.23) as a last ditch effort, even though I had already tried the Google DNS servers without any luck.  I'm happy to report that using the UK DNS resolved the issue.  I hope this helps Telus to find out the source of the problem.

Nighthawk
Community Power User
Community Power User

If Telus was throttling connections to Apple servers only, which it is not, then changing DNS would have zero effect. VPN more than likely. If the Google DNS still didn't work, then it's not just a Telus issue. 

 

I'm using stock Telus DNS and my downloads from Apple are 2MB/s consistently, including the one I've got running now.

 


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NFtoBC
Community Power User
Community Power User

@Nighthawk All my downloads from Apple except their OS update servers (Yosemite & iOS 8.1) were full speed, including App updates.

 

Are you having success with Yosemite & iOS 8.1?  I had none until I used a VPN last night.

NFtoBC
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