[Snap] Horrendous lag on international traffic/twitch.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Horrendous lag on international traffic/twitch.

kentrixnz

19 posts

Geek

#157397 30-Nov-2014 02:59

I'm currently using 100/50 UFB on snap(Auckland CBD). Have been getting this infuriating lag on twitch and international traffic.
Quality High is unwatchable with stuttering occurring every 5 seconds or so. Medium quality is watchable but it is 480p (still buffers every 30 sec).

I have been with snap for a year+, their customer service has been getting worse and worse and now their internet has gone to crap too.
Thanks snap for ruining my experience of Dreamhack and Dreamleague.

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#1185648 30-Nov-2014 02:59

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

HawK89

75 posts

Master Geek

#1185999 1-Dec-2014 00:28

Yeah, I've been getting the same thing for about the past 6 months now. I use www.hide.me VPN service because they pick out the best server(s) in their selection of countries. If you trace route hk.hide.me or sg.hide.me , it doesn't go through Japan and get that ridiculous 200+ ms latency.
I get no buffering problems when using their VPN, but if you want a free solution, www.tards.net - it uses multiple connections to the content server, instead of just using 1 connection via flashplayer. Once you type in the channel name and select the quality you want to watch it in, it will then open your selected video player (Media player classic by default, comes bundled with .zip) to view the live stream in.
It currently doesn't have a login, so streams that require subscriptions to view at best quality, you will only be able to view the free viewing quality options.
There is no chat, but you can go to the channel via web browser, click the gear cog in chat and pop-out the chat box.

chevrolux

4962 posts

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Inactive user

#1186022 1-Dec-2014 07:45

That latency (or lag as you like to say) looks pretty alright.

You can't beat the speed of light.

jnimmo

1097 posts

Uber Geek

#1186097 1-Dec-2014 09:24

Not really Snap's fault if Twitch aren't doing their content distribution network properly. Looks like the video streams have to come from San Jose rather than somewhere closer..
I guess fair enough to expect on UFB you should be able to stream video from the States without any issues, but international content working well relies heavily on good caching or local CDN nodes.
Nothing wrong with the 'lag' or latency on those speed tests, but that won't be showing you the true picture of packet loss you were experiencing during the stream.

kentrixnz

19 posts

Geek

#1186454 1-Dec-2014 16:01

I should have stated that it is the bandwidth problem in the title.
Seriously, I cant even achieve half of the 100mbps on Snap's own server.
I have checked with my friends who were on ADSL by another company, he could stream at 'high' just fine.
Many emails were sent to snap support and no reply so far.

kingjj

1728 posts

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#1186490 1-Dec-2014 17:21

Are you using a Wifi or Lan connection? What router are you using? (Snap supplied or your own?) Do you have any firewalls running?

If you can't even get half your line speed to Snap's servers that suggests something wrong with your setup. You should be able to max out your Fibre connection to their nodes with ease.

The best way to get a hold of Snap is on the phone, I've never waited more than 5 minutes at any time of the day. Have you tried calling them and letting them assist you with all the checks?

timmmay

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#1186495 1-Dec-2014 17:28

Snap UFB 30/10 here in Wellington, no problems at all. Singapore is a lot slower than Sydney with a 223ms ping, I guess there's something going on with routing. I'd do a traceroute but I don't know any singapore servers.

Speed test to Snap

Singapore

Sydney

Here's a ping/trace thingy with winmtr - looks like to Singapore it goes via Japan, then Hong Kong


|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| fritz.box - 0 | 21 | 21 | 0 | 0 | 1 | 0 |
| 64.37.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 2 | 3 | 5 | 4 |
| 80.53.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 2 | 4 | 22 | 3 |
| 32.27.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 11 | 20 | 63 | 16 |
| 33.27.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 11 | 13 | 15 | 14 |
| ae5-2.akbr7.global-gateway.net.nz - 6 | 18 | 17 | 11 | 12 | 14 | 11 |
| xe0-0-4.sgbr3.global-gateway.net.nz - 0 | 21 | 21 | 34 | 35 | 37 | 36 |
| ae2-10.sgbr4.global-gateway.net.nz - 0 | 21 | 21 | 35 | 36 | 38 | 37 |
| 202.68.67.117 - 0 | 21 | 21 | 34 | 35 | 38 | 36 |
| xe-5-1-0.r00.sydnau02.au.bb.gin.ntt.net - 0 | 21 | 21 | 35 | 36 | 38 | 36 |
| as-0.r22.tokyjp01.jp.bb.gin.ntt.net - 0 | 21 | 21 | 155 | 156 | 162 | 157 |
| ae-8.r24.tokyjp05.jp.bb.gin.ntt.net - 0 | 21 | 21 | 152 | 154 | 159 | 156 |
| ae-8.r22.tkokhk01.hk.bb.gin.ntt.net - 6 | 17 | 16 | 202 | 211 | 235 | 203 |
| ae-5.r02.newthk02.hk.bb.gin.ntt.net - 0 | 21 | 21 | 204 | 208 | 220 | 209 |
| ae-2.r02.newthk02.hk.bb.gin.ntt.net - 0 | 21 | 21 | 204 | 209 | 214 | 214 |
| 203.208.178.37 - 0 | 21 | 21 | 210 | 212 | 215 | 213 |
| 203.208.178.37 - 0 | 21 | 21 | 216 | 227 | 250 | 237 |
| 203.208.151.253 - 0 | 21 | 21 | 235 | 243 | 287 | 246 |
| 203.208.175.78 - 0 | 21 | 21 | 236 | 247 | 296 | 238 |
| 203.208.175.78 - 0 | 21 | 21 | 229 | 236 | 246 | 246 |
| 165.21.49.126 - 0 | 21 | 21 | 237 | 238 | 240 | 239 |
| 203.125.232.130 - 0 | 21 | 21 | 241 | 243 | 247 | 242 |
| 203.125.232.130 - 0 | 21 | 21 | 234 | 242 | 250 | 248 |
| 203.127.23.18 - 0 | 21 | 21 | 233 | 241 | 248 | 235 |

Quic Broadband

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kentrixnz

19 posts

Geek

#1186496 1-Dec-2014 17:34

kingjj: Are you using a Wifi or Lan connection? What router are you using? (Snap supplied or your own?) Do you have any firewalls running?

If you can't even get half your line speed to Snap's servers that suggests something wrong with your setup. You should be able to max out your Fibre connection to their nodes with ease.

The best way to get a hold of Snap is on the phone, I've never waited more than 5 minutes at any time of the day. Have you tried calling them and letting them assist you with all the checks?

I can't get half on the server hosted by snap but i can achieve this at another server.

I tried calling and all they say is that they have no problem on the network and ask me to send the speedtest data and tracert to them. I did and i got no reply from them.
I'm using a ASUS RT-N56U with ethernet connection.

kentrixnz

19 posts

Geek

#1186498 1-Dec-2014 17:37

timmmay: Snap UFB 30/10 here in Wellington, no problems at all. Singapore is a lot slower than Sydney with a 223ms ping, I guess there's something going on with routing. I'd do a traceroute but I don't know any singapore servers.

Speed test to Snap

Singapore

Sydney

Here's a ping/trace thingy with winmtr - looks like to Singapore it goes via Japan, then Hong Kong


|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| fritz.box - 0 | 21 | 21 | 0 | 0 | 1 | 0 |
| 64.37.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 2 | 3 | 5 | 4 |
| 80.53.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 2 | 4 | 22 | 3 |
| 32.27.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 11 | 20 | 63 | 16 |
| 33.27.69.xxx.static.snap.net.nz - 0 | 21 | 21 | 11 | 13 | 15 | 14 |
| ae5-2.akbr7.global-gateway.net.nz - 6 | 18 | 17 | 11 | 12 | 14 | 11 |
| xe0-0-4.sgbr3.global-gateway.net.nz - 0 | 21 | 21 | 34 | 35 | 37 | 36 |
| ae2-10.sgbr4.global-gateway.net.nz - 0 | 21 | 21 | 35 | 36 | 38 | 37 |
| 202.68.67.117 - 0 | 21 | 21 | 34 | 35 | 38 | 36 |
| xe-5-1-0.r00.sydnau02.au.bb.gin.ntt.net - 0 | 21 | 21 | 35 | 36 | 38 | 36 |
| as-0.r22.tokyjp01.jp.bb.gin.ntt.net - 0 | 21 | 21 | 155 | 156 | 162 | 157 |
| ae-8.r24.tokyjp05.jp.bb.gin.ntt.net - 0 | 21 | 21 | 152 | 154 | 159 | 156 |
| ae-8.r22.tkokhk01.hk.bb.gin.ntt.net - 6 | 17 | 16 | 202 | 211 | 235 | 203 |
| ae-5.r02.newthk02.hk.bb.gin.ntt.net - 0 | 21 | 21 | 204 | 208 | 220 | 209 |
| ae-2.r02.newthk02.hk.bb.gin.ntt.net - 0 | 21 | 21 | 204 | 209 | 214 | 214 |
| 203.208.178.37 - 0 | 21 | 21 | 210 | 212 | 215 | 213 |
| 203.208.178.37 - 0 | 21 | 21 | 216 | 227 | 250 | 237 |
| 203.208.151.253 - 0 | 21 | 21 | 235 | 243 | 287 | 246 |
| 203.208.175.78 - 0 | 21 | 21 | 236 | 247 | 296 | 238 |
| 203.208.175.78 - 0 | 21 | 21 | 229 | 236 | 246 | 246 |
| 165.21.49.126 - 0 | 21 | 21 | 237 | 238 | 240 | 239 |
| 203.125.232.130 - 0 | 21 | 21 | 241 | 243 | 247 | 242 |
| 203.125.232.130 - 0 | 21 | 21 | 234 | 242 | 250 | 248 |
| 203.127.23.18 - 0 | 21 | 21 | 233 | 241 | 248 | 235 |

My traceroute to singapore :

1    <1 ms    <1 ms    <1 ms router.asus.com [192.168.1.1]
2     2 ms     2 ms     2 ms 57.35.69.111.static.snap.net.nz [111.69.35.57]
3     2 ms     2 ms     3 ms 56.35.69.111.static.snap.net.nz [111.69.35.56]
4     1 ms     2 ms     2 ms 32.27.69.111.static.snap.net.nz [111.69.27.32]
5     3 ms     2 ms     3 ms 33.27.69.111.static.snap.net.nz [111.69.27.33]
6     2 ms     1 ms     3 ms ae5-2.akbr7.global-gateway.net.nz [210.55.202.21
3]
7    25 ms    26 ms    27 ms xe7-0-2.sgbr3.global-gateway.net.nz [202.50.232.
10]
8    27 ms    26 ms    27 ms ae2-10.sgbr4.global-gateway.net.nz [202.50.232.2
46]
9    27 ms    26 ms    27 ms 202.68.67.117
10    27 ms    26 ms    26 ms xe-5-1-0.r00.sydnau02.au.bb.gin.ntt.net [202.68.
64.126]
11   145 ms   146 ms   178 ms as-0.r22.tokyjp01.jp.bb.gin.ntt.net [129.250.6.1
09]
12   215 ms   216 ms   222 ms ae-5.r21.sngpsi05.sg.bb.gin.ntt.net [129.250.7.3
9]
13   216 ms   220 ms   217 ms ae-13.r00.sngpsi02.sg.bb.gin.ntt.net [129.250.4.
74]
14   220 ms   231 ms   219 ms 116.51.26.198
15   219 ms   216 ms   220 ms GE-5-1.kovan.singnet.com.sg [165.21.12.50]
16   215 ms   217 ms   214 ms 165.21.43.58
17     *        *        *     Request timed out.
18   219 ms   228 ms   219 ms 203.126.100.199

kentrixnz

19 posts

Geek

#1186501 1-Dec-2014 17:46

@timmmay
I just dug out my fritzbox and the results i get are exactly the same.

New tracert here : http://pastebin.com/X5i34bW5

jnimmo

1097 posts

Uber Geek

#1186609 1-Dec-2014 20:18

Don't expect an immediate response on an email to them regarding speeds, your connection is working, and can nearly be maxed out to another provider..
You've posted a tracert from the Fritz!box but what about a speedtest? Also, is the Fritz running Snap firmware?

The SEA-ME-WE-3 cable to Singapore is cut at the moment which will be affecting Global Gateway routes to Singapore from memory, which would explain why going through Japan first. Does that have anything to do with Twitch though, I thought they were San Jose.

RalphFromSnap

776 posts

Ultimate Geek

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Snap Internet

#1186693 2-Dec-2014 00:30

kentrixnz: @timmmay
I just dug out my fritzbox and the results i get are exactly the same.

New tracert here : http://pastebin.com/X5i34bW5

Hey kentrixnz

Can you please PM me your username and I'll look into this.
We're aware of issues with our Christchurch speedtest.net server showing inaccurate results and are working to resolve this ASAP, Linux is being grumpy :(

^RO

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

ddwwqqaa

4 posts

Wannabe Geek

#1186700 2-Dec-2014 02:03

I'm also experiencing recent issues with Snap 100/50 UFB (Auckland). From the testing I've done it seems to be all international traffic. If I download any of the Linux Mint distros from servers that aren't located in NZ, it's really slow.

michaelmurfy

meow
13244 posts

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#1186743 2-Dec-2014 08:29

ddwwqqaa: I'm also experiencing recent issues with Snap 100/50 UFB (Auckland). From the testing I've done it seems to be all international traffic. If I download any of the Linux Mint distros from servers that aren't located in NZ, it's really slow.

Ensure you're using Ethernet then download via http://ucmirror.canterbury.ac.nz for all your *nix goodness, it should max out your line.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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steve98

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#1189680 5-Dec-2014 23:09

People with poor international performance on Snap UFB. Go to your fritzbox, click on System then Internet Connection tab. Look through the log and somewhere it will tell you what PoP you are connected to. See if it's SNAP-08. I've had these same experiences and have narrowed it down to this PoP. if you're on SNAP-08 ask to be moved.

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