My new ISP startup, looking for feedback

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#1075723 27-Jun-2014 19:15

Behodar: My connection went live today. All I've done so far is log into WoW; 154 ms to a west coast server (Bronzebeard). That's about the same as with Fyx. However an east coast server is another story; 210 ms to Stormrage, instead of 230 with Fyx.

Hulu works too :)

PS. This is an ADSL2+ connection in Whakatane. From what I've heard, the latency should get even better when fibre goes in :)

EDIT: This whole post may be completely wrong; I've found an issue that appears to be with my own network. As the problems began when I switched ISP I assumed that it was a Mynxnet issue, but now I suspect that I've misconfigured something during the changeover

Original post follows:

Well, things started off OK, but unfortunately it's not going so well now.

First I noticed random lag spikes in WoW; most of the time it would sit around 207-210 to my usual server (Stormrage), however I found that it would sometimes freeze up for half a second, which is of course no good in combat. I filed a ticket on Wednesday evening but have not yet had a response.

Since then I've found that it doesn't appear to be limited to WoW; I've had general browsing appear to freeze for several seconds at a time. At first this was happening while I was downloading stuff (I have a bit of a backlog now that I have unlimited data) so I didn't pay much attention, but I've subsequently seen it happen while I'm doing nothing else whatsoever.

About 25 minutes ago I found that several sites including Geekzone, YouTube, Westpac and even Mynxnet's own site were inaccessible, although Google and Macrumors continued to work. This issue persisted for about 12 minutes.

I hope that Mynxnet can do something about these issues; this weekend will be interesting as I have my scheduled WoW raids and I'm used to having a stable ping (on Fyx it was exceedingly rare for it to fluctuate by more than 2 ms). Hopefully I'll get a response to my ticket and find that they're investigating, but unfortunately this week's first impressions haven't been too good.

Just thought I should share as I don't know whether these problems are specific to me, or whether others are having issues and haven't posted. I'd be interested to hear from anyone else that's joined up.

</rant>

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#1075822 27-Jun-2014 22:48

Behodar:
Behodar: My connection went live today. All I've done so far is log into WoW; 154 ms to a west coast server (Bronzebeard). That's about the same as with Fyx. However an east coast server is another story; 210 ms to Stormrage, instead of 230 with Fyx.

Hulu works too :)

PS. This is an ADSL2+ connection in Whakatane. From what I've heard, the latency should get even better when fibre goes in :)

Well, things started off OK, but unfortunately it's not going so well now.

First I noticed random lag spikes in WoW; most of the time it would sit around 207-210 to my usual server (Stormrage), however I found that it would sometimes freeze up for half a second, which is of course no good in combat. I filed a ticket on Wednesday evening but have not yet had a response.

Since then I've found that it doesn't appear to be limited to WoW; I've had general browsing appear to freeze for several seconds at a time. At first this was happening while I was downloading stuff (I have a bit of a backlog now that I have unlimited data) so I didn't pay much attention, but I've subsequently seen it happen while I'm doing nothing else whatsoever.

About 25 minutes ago I found that several sites including Geekzone, YouTube, Westpac and even Mynxnet's own site were inaccessible, although Google and Macrumors continued to work. This issue persisted for about 12 minutes.

I hope that Mynxnet can do something about these issues; this weekend will be interesting as I have my scheduled WoW raids and I'm used to having a stable ping (on Fyx it was exceedingly rare for it to fluctuate by more than 2 ms). Hopefully I'll get a response to my ticket and find that they're investigating, but unfortunately this week's first impressions haven't been too good.

Just thought I should share as I don't know whether these problems are specific to me, or whether others are having issues and haven't posted. I'd be interested to hear from anyone else that's joined up.

</rant>

@Behodar Seems I sent my response to the wrong email address. Apologies for that. Have forwarded it to you. It has instructions on what traceroute to run so we can see at what step the extra lag has been introduced. We have not been seeing the same issues with other customers so would really like to nail down where it is coming from.

DjG

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#1076128 28-Jun-2014 16:44

Hi,

i control the transit network (AS45177), we provide to these guys, if anyone has any other routes they would like to me to look at changing how they go out and get back in id be more than happy to.

please PM me or the OP.

cheers

NonprayingMantis

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#1076139 28-Jun-2014 17:28

mynxnet:

@Behodar Seems I sent my response to the wrong email address. Apologies for that. Have forwarded it to you. It has instructions on what traceroute to run so we can see at what step the extra lag has been introduced. We have not been seeing the same issues with other customers so would really like to nail down where it is coming from.

that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

How on earth did you manage to reply to the wrong email address?

Behodar

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#1076186 28-Jun-2014 18:33

NonprayingMantis: that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

On the plus side, subsequent emails have been replied to quickly :)

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#1076187 28-Jun-2014 18:34

NonprayingMantis:
mynxnet:

@Behodar Seems I sent my response to the wrong email address. Apologies for that. Have forwarded it to you. It has instructions on what traceroute to run so we can see at what step the extra lag has been introduced. We have not been seeing the same issues with other customers so would really like to nail down where it is coming from.

that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

How on earth did you manage to reply to the wrong email address?

Oh good grief. Take a chill pill. People make mistakes. He was man enough to admit it and he and the transit provider are on the issue. Not sure what value you got from the comment.

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NonprayingMantis

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#1076200 28-Jun-2014 18:56

Behodar:
NonprayingMantis: that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

On the plus side, subsequent emails have been replied to quickly :)

That's good, and as it should be.

I still don't see how it's possible to reply to the wrong email address. Hit 'reply' and the field is automatically populated, surely?

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#1076201 28-Jun-2014 19:00

NonprayingMantis: I still don't see how it's possible to reply to the wrong email address. Hit 'reply' and the field is automatically populated, surely?

The person that made the contact form set the From address to Mynxnet's support address instead of the customer's address. I'm guessing that it's probably been fixed by now!

NonprayingMantis

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#1076202 28-Jun-2014 19:02

networkn:
NonprayingMantis:
mynxnet:

@Behodar Seems I sent my response to the wrong email address. Apologies for that. Have forwarded it to you. It has instructions on what traceroute to run so we can see at what step the extra lag has been introduced. We have not been seeing the same issues with other customers so would really like to nail down where it is coming from.

that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

How on earth did you manage to reply to the wrong email address?

Oh good grief. Take a chill pill. People make mistakes. He was man enough to admit it and he and the transit provider are on the issue. Not sure what value you got from the comment.

This is a thread where he is specifically asking for feedback about his ISP. If you want honest feedback, then you have to accept the good with the bad.

My feedback is that replying to the wrong email address is pretty poor customer service.

Sure, he admitted it, and has put it right, and even if it is an honest mistake, it still is a bad look for the systems/processes he operates where it is even possible to reply to the wrong email address without realising it.

It's only with this sort of feedback that problems can be fixed.

richms

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#1076205 28-Jun-2014 19:10

Behodar:
NonprayingMantis: I still don't see how it's possible to reply to the wrong email address. Hit 'reply' and the field is automatically populated, surely?

The person that made the contact form set the From address to Mynxnet's support address instead of the customer's address. I'm guessing that it's probably been fixed by now!

Well if they set the from address to whatever the customer puts, then you will have to worry about whitelisting the server running the form from your spam filters on all the systems it is going thru.

Richard rich.ms

mynxnet

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#1076213 28-Jun-2014 19:12

NonprayingMantis:
Behodar:
NonprayingMantis: that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

On the plus side, subsequent emails have been replied to quickly :)

That's good, and as it should be.

I still don't see how it's possible to reply to the wrong email address. Hit 'reply' and the field is automatically populated, surely?

New systems in a startup. Reply-to field came through not set correctly. Very unfortunate yes. But the important part is to move forward and deliver for the customer!

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Behodar

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#1076216 28-Jun-2014 19:13

richms: Well if they set the from address to whatever the customer puts, then you will have to worry about whitelisting the server running the form from your spam filters on all the systems it is going thru.

Ah. Maybe I'm making things hard for the server admins at work when I do that :P

richms

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#1076217 28-Jun-2014 19:14

Behodar:
richms: Well if they set the from address to whatever the customer puts, then you will have to worry about whitelisting the server running the form from your spam filters on all the systems it is going thru.

Ah. Maybe I'm making things hard for the server admins at work when I do that :P

Yes, the from should be something at the domain that the server is authorised to send from, usually a no-reply@yourdomain or something, then set a reply-to for the customers email address.

Richard rich.ms

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#1076285 28-Jun-2014 21:28

NonprayingMantis:
networkn:
NonprayingMantis:
mynxnet:

@Behodar Seems I sent my response to the wrong email address. Apologies for that. Have forwarded it to you. It has instructions on what traceroute to run so we can see at what step the extra lag has been introduced. We have not been seeing the same issues with other customers so would really like to nail down where it is coming from.

that's really unfortunate.

your first opportunity to show the level of service you provide in the public arena and you mucked it up.

How on earth did you manage to reply to the wrong email address?

Oh good grief. Take a chill pill. People make mistakes. He was man enough to admit it and he and the transit provider are on the issue. Not sure what value you got from the comment.

This is a thread where he is specifically asking for feedback about his ISP. If you want honest feedback, then you have to accept the good with the bad.

My feedback is that replying to the wrong email address is pretty poor customer service.

Sure, he admitted it, and has put it right, and even if it is an honest mistake, it still is a bad look for the systems/processes he operates where it is even possible to reply to the wrong email address without realising it.

It's only with this sort of feedback that problems can be fixed.

I believe he wants CONSTRUCTIVE feedback which your feedback wasn't. It's not like he wasn't already aware of the issue anyway. All you were doing was sticking the boot in.

Benozo

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#1079435 3-Jul-2014 14:38

Thought I might post up my experience with MYNXNET.

I am currently on Unlimited VDSL ($109) which i was paying with previous ISP with 200GB cap and on ADSL2+.

No Contract ,Unlimitted , Netflix , cant go wrong here time to sign up.

Changeover day came and things didn't go as planned , Chorus mucked something up , and MynxNet was quick to respond to all my query over "E-Mail", next morning around 9am my VDSL connection was live , Nicely done "MYNXNET". Customer Support over email "10/10" so far.

VDSL Service over a few days was not so great compared to my ADSL from previous provider, however I installed a master splitter and the increase was crazy , from 18mb down to 38mb down, Master Splitter made the difference, to makes things as smooth as possible I used the recommended router stated on the MynxNet Website and "BOOM" 45mb down sync

, ever since then it hasn't dropped out or missed a beat, "ROCK SOLID".

"NETFLIX" , "HULU" , it works just like how they said it would, "FLAWLESSLY".
Overall I have had a positive experience with MynxNet, Keep up the good work Guys

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