About the routing choices made by the users' ISPs, we have detected bandwidth and connectivity problems on Timus gateways.

• Investigation Findings
  • Ping latency spikes have been observed on the hops belonging to Level 3 and Twelve99, occasionally resulting in accessibility issues.
  • These issues appear to be related to routing preferences chosen by ISPs when connecting to Timus gateways.
• Tracing the Connection
  • When not connected to Timus gateways, you can use the tracert command on Windows or the traceroute command on macOS to inspect the hops to your gateway’s IP address.
  • You can find your gateway’s IP address in two ways:
    • If you are connected to the Timus Connect Application, go to the Connection tab to view the Public IP.
    • In Timus Manager -> Sites, click the three-dot menu at the end of the gateway row and select View. The Public IP is displayed in the upper-right corner.
  • Twelve99 can be identified as Origin AS1299, subnet 62.115.0.0/16.
  • Level 3 can be identified as Origin AS3356, subnet 4.0.0.0/9.
• Recommended Actions
  • If users encounter these issues, create a gateway by selecting a region closer to their location to potentially resolve the problem.
  • In Timus Manager -> Sites, click Create New to view available regions for your gateways. Choose the region that is most suitable for your users. Please ensure that your gateway license permits the creation of an additional gateway; otherwise, you will not be able to proceed. You can verify this in the Partner Portal or by navigating to Timus Manager -> Settings -> Organization -> Subscription.
  • If you have multiple gateways, reassign users experiencing issues to a different gateway with no reported problems:
    1. Navigate to Timus Manager -> Users & Teams.
    2. Click the three-dot menu for the affected user and remove All from the Allowed Sites section.
    3. Assign the user to the gateway that is functioning correctly.
• Dynamic IP Users
  • Restarting or rebooting the modem or router will prompt the ISP to provide a new IP address, which may resolve the issue.
• Static IP Users
  • In some cases, restarting the modem or router for users with a static IP has also resolved the issue.
• Important Notes
  • The routing choices made by a user’s ISP are entirely outside Timus’s control. We cannot intervene directly to change these routing preferences.
  • Such routing decisions may lead to packet loss, slower internet speeds, or temporary/permanent connectivity issues.
  • If necessary, contact the user’s ISP to explore additional remedies.

For illustration purposes, we will share two images: one for Level 3 and one for Twelve99.

Level 3 hop: (high latency and connectivity issues)

As shown in the image below, when the ping value is around 10–25, it suddenly increases to about 80–100 because of the Level 3 hop. This results in a delay that is about 5 to 6 times higher than normal. As you can see in the image, we highlighted this area with a red square. If you look closely, the ping suddenly jumps to around 84–87 ms.

Twelve99 hop: (connectivity issues):

As shown in the image below, there are connectivity issues at the Twelve99 hop. Interruptions occur in all traffic, including ICMP, UDP, and TCP. MSPs have reported sudden disconnections during real-time access, as well as voice distortion and cut-offs during live calls. In the section highlighted in red, the ICMP/Tracert output clearly shows these connectivity issues.
 

Updated November 03, 2025 15:48