Just connected to voyager UFB and having speed issues

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surfisup1000

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#272820 17-Jul-2020 18:21

I was on spark UFB, 1000/500 , would always get full speed. Changed to voyager full speed UFB as of yesterday, but UFB speed dropped to 105/23 (using speednet), using cat6 wired connection with one device connected.

Voyager connected me to the ONT port 2, because spark were on port 1 and we weren't sure which time spark would disconnect my old connection.

I'm in Tauranga, so the fibre company is UFF, not chorus, if that makes a difference.

Voyager are saying I have been correctly provisioned to the full speed plan, and it should be working at full speed. But, they are not sure what could be wrong.

I did point out that my new speeds almost match the 100/20 plan, but they said this is just a coincidence as provisioning is correct. Everything has been rebooted, ont, router, they did some things on their side too.

But, now it is 6pm on Friday and the problem is still not fixed, so I could be on slower speeds for a few days.

I'm wondering if being connected to port 2 on the ONT could be an issue? At least, they said this morning when my speed was slow, that if the ONT port 1 was active (my spark connection), then I could not get full speed on the ONT port 2. But, port 1 is now disconnected, and ONT port 2 is still slow.

Is there anything obvious I could have missed on my side? I can't think of anything, all I did was change the ont port to 2, and enter my voyager user/password in the fritzbox account information page....internet working, just very slow.

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#2524931 17-Jul-2020 19:11

Suspect this has to do with being on port 2, and limiting to 100/20.

Cannot speak for UFF but Chorus used to limit to 100/20 on port two.

ping @vygrnetworkmonkey but resolution may involve waiting to connect to port 1

Intravix

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#2524935 17-Jul-2020 19:17

I've just recently got a Voyager Max service on port 2 after having Bigpipe 100/20 on port 1 (UFF - Hamilton). Getting >900/450Mb/s constantly (before I changed to a pfsense VM on ancient hardware).

Do you know if Voyager actually checked the service profile on the ONT? I wonder if they checked their side.

surfisup1000

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#2524937 17-Jul-2020 19:19

Oh well, 100/20 is good enough until Monday. I'll see if they can switch me to port 1.

surfisup1000

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#2524939 17-Jul-2020 19:20

Intravix:

I've just recently got a Voyager Max service on port 2 after having Bigpipe 100/20 on port 1 (UFF - Hamilton). Getting >900/450Mb/s constantly (before I changed to a pfsense VM on ancient hardware).

Do you know if Voyager actually checked the service profile on the ONT? I wonder if they checked their side.

The CSR did get into contact with the provisioning team who said it was definitely on a full speed profile. But, now I'm wondering if they looked at the wrong port.

Intravix

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#2524946 17-Jul-2020 19:28

surfisup1000:

Intravix:

I've just recently got a Voyager Max service on port 2 after having Bigpipe 100/20 on port 1 (UFF - Hamilton). Getting >900/450Mb/s constantly (before I changed to a pfsense VM on ancient hardware).

Do you know if Voyager actually checked the service profile on the ONT? I wonder if they checked their side.

The CSR did get into contact with the provisioning team who said it was definitely on a full speed profile. But, now I'm wondering if they looked at the wrong port.

Probably referring to their internal provisioning team. They can do a UFF diagnostics query which should show details on ONT status, port status and service profiles. I believe any RSP staff can do this, they probably just don't know how to.

Further to your point, they could have done this but looked at the info. for ONT port 1.

Jase2985

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#2524979 17-Jul-2020 20:46

do LFC's offer gigabit services on more than one port now?

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allio

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#2525964 20-Jul-2020 11:45

surfisup1000:

But, now I'm wondering if they looked at the wrong port.

$10 on this

hio77

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#2525976 20-Jul-2020 12:15

Jase2985:

do LFC's offer gigabit services on more than one port now?

non chorus do, Chorus is a little more complicated...

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ripdog

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#2525997 20-Jul-2020 13:18

hio77:

Jase2985:

do LFC's offer gigabit services on more than one port now?

non chorus do, Chorus is a little more complicated...

I'd love to hear more detail about this :)

surfisup1000

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#2526013 20-Jul-2020 13:55

Now my speed has improved, getting around 500 down / 450 up.

Still not great though, as download speed is about half of advertised, and half of what I was getting on spark.

I talked to voyager, and the CSR said my connection is performing within their guidelines. I said that I was getting full speed on spark and did not expect to be on half speed with voyager, so they are going to take a look but he did not sound optimistic. If they cannot fix it, I will have to return to spark and get my money back from voyager. Bit of a hassle.

hio77

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#2526017 20-Jul-2020 14:14

surfisup1000:

Now my speed has improved, getting around 500 down / 450 up.

Still not great though, as download speed is about half of advertised, and half of what I was getting on spark.

I talked to voyager, and the CSR said my connection is performing within their guidelines. I said that I was getting full speed on spark and did not expect to be on half speed with voyager, so they are going to take a look but he did not sound optimistic. If they cannot fix it, I will have to return to spark and get my money back from voyager. Bit of a hassle.

As much as i invite you back, i would say give @vygrnetworkmonkey some time to have a look.

Appears the profile just hasn't been fully applied yet.

for spark this is fully automated, other, particularly smaller providers tend to have a user process around it though or a slightly delayed automated action to correct these.

I'd wait it out.

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VygrNetworkMonkey

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#2526033 20-Jul-2020 14:43

hio77:

surfisup1000:

Now my speed has improved, getting around 500 down / 450 up.

Still not great though, as download speed is about half of advertised, and half of what I was getting on spark.

I talked to voyager, and the CSR said my connection is performing within their guidelines. I said that I was getting full speed on spark and did not expect to be on half speed with voyager, so they are going to take a look but he did not sound optimistic. If they cannot fix it, I will have to return to spark and get my money back from voyager. Bit of a hassle.

As much as i invite you back, i would say give @vygrnetworkmonkey some time to have a look.

Appears the profile just hasn't been fully applied yet.

for spark this is fully automated, other, particularly smaller providers tend to have a user process around it though or a slightly delayed automated action to correct these.

I'd wait it out.

Thanks for the ping @hio77 !

@surfisup1000 - can you please private message me your details, and I'll take a look.
If you can include your account details, and the fault ticket, that would of great help.

Voyager Internet - Network Monkey

surfisup1000

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#2526036 20-Jul-2020 14:47

hio77:

As much as i invite you back, i would say give @vygrnetworkmonkey some time to have a look.

Appears the profile just hasn't been fully applied yet.

for spark this is fully automated, other, particularly smaller providers tend to have a user process around it though or a slightly delayed automated action to correct these.

I'd wait it out.

Roger that! Hopefully just a configuration issue .

allio

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#2526043 20-Jul-2020 15:28

surfisup1000:

Now my speed has improved, getting around 500 down / 450 up.

Still not great though, as download speed is about half of advertised, and half of what I was getting on spark.

I talked to voyager, and the CSR said my connection is performing within their guidelines. I said that I was getting full speed on spark and did not expect to be on half speed with voyager, so they are going to take a look but he did not sound optimistic. If they cannot fix it, I will have to return to spark and get my money back from voyager. Bit of a hassle.

I switched to Voyager on Friday, did this speedtest a couple of hours ago:

Have faith - I don't think Voyager are an ISP that only aims to deliver 500 down on their gigabit plans.

surfisup1000

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#2527291 22-Jul-2020 16:42

The good folk at voyager have been investigating, identified an issue and are working on a solution. Thanks to the people who have been helping out :)

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