Fanpass Problem on 2degrees

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rodloc

55 posts

Master Geek

#252998 20-Jul-2019 20:45

Hi All,

just wondering if anyone else has been having issues with Fanpass on 2degrees broadband. As i have just had conversation with fanpass support citing issues with 2degrees customers and fanpass.

Currently my issue is that i cannot access FanPass on any of my devices that are connected to my network. (though i can access other streaming sites).

If i connect my phone to mobile network i can watch it. So it definitely is something on my network or the connection with FanPass and 2degrees. (I have restarted my modem)

I am also very annoyed with FanPass support as they have been unable to give feedback or reasoning behind the possible disruption. there first response was that i should use mobile data to watch the All Black game tomorrow morning (which i have limited supply so i should not have to watch it at home my device when i have paid for watching it on tv).

Anyone else have this issue and possible solution. (though i believe FanPass maybe looking into the issue after i mentioned is there anyway to get a refund if i cannot watch it on my home network).

Thanks

Rod

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#2280443 20-Jul-2019 20:48

If its an issue with 2Degrees, why is that a Fanpass problem? Off course they will want to help and no doubt are in contact with 2Degrees, but if its with an ISP, then it seems to be the ISP at fault.

Linux

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#2280447 20-Jul-2019 20:55

@rodloc Are you using 2degrees DNS or have you changed to a 3rd party DNS?

rodloc

55 posts

Master Geek

#2280448 20-Jul-2019 20:56

Hi tdgeek,

My feeling it is not a 2degrees problem and but a fanpass problem. My reasoning is that i can watch all other streaming services fine (netflix, prime, youtube, tvnz ondemand) so if all my other services are working and fanpass is not then it cannot be 2degrees.

I am just checking to see if anyone else has had similar issues with fanpass previously (even with another ISP). i am hoping that fanpass could respond with a reason why then i could take that 2Degrees to get sorted.

Thanks,

Rod

rodloc

55 posts

Master Geek

#2280450 20-Jul-2019 20:59

hi @Linux,

Currently modem is setup to get automatically from ISP.

do you know what 2degrees DNS should be so i can compare with modem

Thanks,

Rod

Linux

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#2280454 20-Jul-2019 21:02

rodloc:

hi @Linux,

Currently modem is setup to get automatically from ISP.

do you know what 2degrees DNS should be so i can compare with modem

Thanks,

Rod

@rodloc They will be correct don't touch anything around DNS settings!

tdgeek

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#2280601 21-Jul-2019 10:25

rodloc:

Hi tdgeek,

My feeling it is not a 2degrees problem and but a fanpass problem. My reasoning is that i can watch all other streaming services fine (netflix, prime, youtube, tvnz ondemand) so if all my other services are working and fanpass is not then it cannot be 2degrees.

I am just checking to see if anyone else has had similar issues with fanpass previously (even with another ISP). i am hoping that fanpass could respond with a reason why then i could take that 2Degrees to get sorted.

Thanks,

Rod

If Fanpass is working on other ISP's but not well on 2Degrees (and I dont see others lining up with complaints here) then it seems to be 2 Degrees. 2D is small compared to Spark and Voda, you would expect more noise.

Linux

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#2280608 21-Jul-2019 10:47

@NickMack Can you add any value here?

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NickMack

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#2280614 21-Jul-2019 10:52

Linux: @NickMack Can you add any value here?

Team have been looking into this for a few hours and working with Akamai. Once we know more, I'll update.

Thanks for your patience.

Nick

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

rodloc

55 posts

Master Geek

#2280624 21-Jul-2019 11:28

@NickMack

Thanks for the update.

NickMack

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#2280664 21-Jul-2019 13:21

Hi All,

We have made to call to make the problematic caches inaccessible (filtered them out) while we continue to work with Akamai on this (removing the impact on our customers). We have plenty of capacity elsewhere on the network to cover the load. Traffic to these nodes has significantly dropped since the change at 1pm, and is continuing to reduce. If you are still experiencing issues, please restart you PC/any active sessions to ensure you are now using our other caches.

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

janaakaree

4 posts

Wannabe Geek

#2280715 21-Jul-2019 13:59

This was a problem with 2 degrees and after talking to customer service they have sorted it out. Must say there was a long long wait period

Was using 2 degree mobile data in the mean time and it was fine. Tried to check with 2 degree if i could be credited with my mobile data.. No such luck.

Linux

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#2280716 21-Jul-2019 14:04

janaakaree: Was using 2 degree mobile data in the mean time and it was fine. Tried to check with 2 degree if i could be credited with my mobile data.. No such luck.

Fair enough to! You should of checked before using mobile data and wanting it credited back

tdgeek

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#2280718 21-Jul-2019 14:14

janaakaree:

This was a problem with 2 degrees and after talking to customer service they have sorted it out. Must say there was a long long wait period

Was using 2 degree mobile data in the mean time and it was fine. Tried to check with 2 degree if i could be credited with my mobile data.. No such luck.

Not everything is a 2 minute fix. Usually after 4.6 minutes people start asking for compensation. :-(

NickMack

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#2280720 21-Jul-2019 14:17

janaakaree:

This was a problem with 2 degrees and after talking to customer service they have sorted it out. Must say there was a long long wait period

Was using 2 degree mobile data in the mean time and it was fine. Tried to check with 2 degree if i could be credited with my mobile data.. No such luck.

Hi Neil,

I thought I'd provide a bit more background information for you - Customers buy a service from a provide for connectivity to the internet. Various content owners (Spark sport, SkyTV, Microsoft etc.) store their content on caches as a delivery mechanism (a bunch of reasons why - Speed, Lower latecy, reducing international costs, resiliency etc.). Technology isn't perfect and sometimes things don't go as planned. The Akamai caches are supplied to providers to put on their network to serve up data, as such any issues observed with these need to be escalated to the cache provider for resolution.

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

janaakaree

4 posts

Wannabe Geek

#2280721 21-Jul-2019 14:17

Linux:
janaakaree: Was using 2 degree mobile data in the mean time and it was fine. Tried to check with 2 degree if i could be credited with my mobile data.. No such luck.

Fair enough to! You should of checked before using mobile data and wanting it credited back

Totally agree with you. However, All black game, more than 20 mins spent on the phone. Waiting without getting on to news channel not to watch the score. Spent time with FAN PASS prior as this was the logically source of the problem. Am not complaining it's just head banging frustrating that this should happen on the one day I actually want to use FAN PASS

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