Really bad international speeds on Spark

Forums › Spark New Zealand (including Skinny and BigPipe) › Really bad international speeds on Spark

MooCube

8 posts

Wannabe Geek

#171676 27-Apr-2015 17:57

Hi everyone I'm on spark fibre, and I'm getting really bad international speeds.
When I do speedtest.net to Wellington, I get 25- 29 mbps: https://www.speedtest.net/my-result/4315440663
And internationally, I get around 7mbps: https://www.speedtest.net/my-result/4315408921

Traceroute to bbc.co.uk : http://pastebin.com/y5VYiefA

Netflix is unwatchable; it's either really low res, or it times out. I also play Guild Wars 2 and I keep getting disconnected from their servers. Is there anything I can do to fix this from my end, or to help troubleshoot where the problem is? I've told Spark about it on Twitter, and been DMing someone there for over two weeks now, and received no new information since a week ago. I also rang the helpdesk last night who questioned why I was using international servers O.o

Anyway, after pestering them, they said they'd investigate and call back within 24 hours. They have 15 minutes.

I'm starting to get really annoyed now; I'm paying fibre, and I'm paying for Netflix which I haven't been able to use for over 2 weeks now!

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#1292361 27-Apr-2015 17:57

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.

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DonGould

3892 posts

Uber Geek

#1292371 27-Apr-2015 18:01

review the forum. This is not the only complaint.

Spark staff have asked for feed back in some of the other threads.

They have acknowledged there was a problem last night (magic smoke escaped) which has mostly been fixed.

I recommend reviewing other threads.

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Jase2985

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#1292379 27-Apr-2015 18:23

i take it you are on a 30/10 plan?

where are you located?

cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1292380 27-Apr-2015 18:26

Can you please pm me your line number so I can take a look?

My views are my own, and may not necessarily represent those of my employer.

MooCube

8 posts

Wannabe Geek

#1292382 27-Apr-2015 18:31

@Dan: The problem has been ongoing for just over 2 weeks now. I saw the threads about the problems last night, but this has been going on longer than that. Plus I don't think it's related to DNS which I saw in another thread as I used OpenDNS, and Google DNS and results were the same.

@Jase: I'm in Wellington, and on the 30/10 plan

@cbrpilot: PM incoming

PANiCnz

990 posts

Ultimate Geek

#1292389 27-Apr-2015 18:43

I'm experiencing similar issues on VDSL. Logged a fault this evening, chap on the phone suggested a response will take up to 5 working days. Fingers crossed.

Jase2985

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#1292390 27-Apr-2015 18:48

im currently getting 14/10 140ms to LA dreamhost on spark VDSL, all the rest i tested to in SF or LA were over 10/10 and around 130-150ms

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Tinshed

278 posts

Ultimate Geek

#1292392 27-Apr-2015 18:52

Can't be related I guess, but speeds on Vodafone cable are appalling tonight.

Tinshed
Wellington, New Zealand

PANiCnz

990 posts

Ultimate Geek

#1292405 27-Apr-2015 18:58

A bit of Google'ing suggests there are a fair few others out there at the moment having issues with Spark, don't think its an isolated problem.

Jase2985

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#1292454 27-Apr-2015 19:24

Tinshed: Can't be related I guess, but speeds on Vodafone cable are appalling tonight.

dont bring cable into the discussion, its a completly different network to even vodafones fibre/ADSL network

there has been months and months of issues on that network, just go and have a read of the 2=3 long threads discussing this

MooCube

8 posts

Wannabe Geek

#1293153 28-Apr-2015 21:39

Well, it's been over 48 hours since the helpdesk told me they'd contact me within 24 hours. Really poor customer service if nothing else .

Meanwhile, still can't watch Netflix unless I accept a pixelated mess. And while I appreciate the help I got by a Spark employee on this forum, it shouldn't be that you have to go outside of official channels to get any help. I have a problem with the service I'm paying for, and noone is helping me! The helpdesk the other night just tried to brush me off telling me not to use international servers!

Inphinity

2780 posts

Uber Geek

#1293159 28-Apr-2015 21:44

Seems OK to me (Spark Fibre in Auckland), you're not testing over wifi are you?

MooCube

8 posts

Wannabe Geek

#1293161 28-Apr-2015 21:47

No, I'm not.

Technofreak

6530 posts

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#1293169 28-Apr-2015 21:57

It's slow here too on overseas sites, real slow. We have Spark VDSL.

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michaelmurfy

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#1293218 28-Apr-2015 23:41

Please, I repeat please ensure you're using your providers DNS servers as this is needed for proper caching. Try and set up Sparks DNS which are 122.56.237.1 and 210.55.111.1 and see if your speeds improve.

Google DNS won't ensure proper caching and OpenDNS is pretty horrible when it comes to this.

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