Bigpipe UFB connection - Seems to come and go

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe UFB connection - Seems to come and go - Upload speed around 0.5Mbps

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BigPipeNZ

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#2081368 30-Aug-2018 13:54

Definitely seems that something is not right here with both of your connections @robjg63 & @Kowalski.

@robjg63 - I can see our tech lead has looked into your case and has logged a fault with Chorus. It looks like they've decided to come out and replace the ONT tomorrow. Fingers crossed this fixes the issue.

@Kowalski - We believe you and @robjg63's connection are both being affected by the same issue. Pending how @robjg63's site visit from Chorus goes tomorrow we'd like to look into logging a fault on your connection with Chorus also. We'll be in touch via email to let you know what's going on shortly.

Looking forward to getting this sorted!

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Kowalski

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#2081396 30-Aug-2018 14:10

After 10 days of seeing upload speeds of less than 1Mbps aka 5% of the advertised speed I am just this minute seeing a 15.35Mbps upload to Worldnet and a 16.02Mbps to Spark. I have been out all morning so I have no idea when this happened but noone has touched anything at my end.

BigPipeNZ

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#2081406 30-Aug-2018 14:32

Kowalski:

After 10 days of seeing upload speeds of less than 1Mbps aka 5% of the advertised speed I am just this minute seeing a 15.35Mbps upload to Worldnet and a 16.02Mbps to Spark. I have been out all morning so I have no idea when this happened but noone has touched anything at my end.

That's an interesting development! Highly possible Chorus has made some changes on the network which has fixed your upload speed. Please let us know if anything changes so we can chase this.

@robjg63 - Due to the above development, would you possibly be able to run some speed tests tonight and report back to us please? We'd really like to get to the bottom of this ASAP :)

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robjg63

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#2081430 30-Aug-2018 15:14

Just got home....

Ran 3 speedtests.

Download speeds fine as normal.

Uploads now Spark: 15.79mbps, 16.15 Worldnet: 15.76 Myrepublic: 17.23

So I ran an iperf command - now I know what that does:

UPLOAD:

Connecting to host 166.179.76.8, port 5201
Reverse mode, remote host 166.179.76.8 is sending
[ 4] local 192.168.1.4 port 49618 connected to 166.179.76.8 port 5201
[ ID] Interval Transfer Bandwidth
[ 4] 0.00-1.00 sec 12.8 MBytes 108 Mbits/sec
[ 4] 1.00-2.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 2.00-3.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 3.00-4.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 4.00-5.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 5.00-6.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 6.00-7.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 7.00-8.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 8.00-9.00 sec 12.4 MBytes 104 Mbits/sec
[ 4] 9.00-10.00 sec 12.4 MBytes 104 Mbits/sec
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval Transfer Bandwidth Retr
[ 4] 0.00-10.00 sec 126 MBytes 106 Mbits/sec 0 sender
[ 4] 0.00-10.00 sec 125 MBytes 105 Mbits/sec receiver

iperf Done.

While I was doing this I had Chorus call to arrange to come and replace my ONT.

@BigPipeNZ - Should I put them off? I could not really see that it could be the ONT

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

slingynz

154 posts

Master Geek

#2081438 30-Aug-2018 15:29

That looks like your download iperf

robjg63

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#2081447 30-Aug-2018 15:41

New upload iperf

(was in a hurry before - sorry)

Connecting to host 166.179.76.8, port 5201
[ 4] local 192.168.1.4 port 49616 connected to 166.179.76.8 port 5201
[ ID] Interval Transfer Bandwidth
[ 4] 0.00-1.01 sec 1.75 MBytes 14.6 Mbits/sec
[ 4] 1.01-2.00 sec 1.62 MBytes 13.7 Mbits/sec
[ 4] 2.00-3.00 sec 1.38 MBytes 11.6 Mbits/sec
[ 4] 3.00-4.00 sec 1.25 MBytes 10.5 Mbits/sec
[ 4] 4.00-5.01 sec 1.75 MBytes 14.5 Mbits/sec
[ 4] 5.01-6.00 sec 1.62 MBytes 13.8 Mbits/sec
[ 4] 6.00-7.00 sec 1.00 MBytes 8.39 Mbits/sec
[ 4] 7.00-8.00 sec 1.50 MBytes 12.6 Mbits/sec
[ 4] 8.00-9.00 sec 1.88 MBytes 15.7 Mbits/sec
[ 4] 9.00-10.01 sec 1.25 MBytes 10.4 Mbits/sec
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval Transfer Bandwidth
[ 4] 0.00-10.01 sec 15.0 MBytes 12.6 Mbits/sec sender
[ 4] 0.00-10.01 sec 14.8 MBytes 12.4 Mbits/sec receiver

iperf Done.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

BigPipeNZ

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#2081463 30-Aug-2018 16:03

robjg63:

New upload iperf

(was in a hurry before - sorry)

Connecting to host 166.179.76.8, port 5201
[ 4] local 192.168.1.4 port 49616 connected to 166.179.76.8 port 5201
[ ID] Interval Transfer Bandwidth
[ 4] 0.00-1.01 sec 1.75 MBytes 14.6 Mbits/sec
[ 4] 1.01-2.00 sec 1.62 MBytes 13.7 Mbits/sec
[ 4] 2.00-3.00 sec 1.38 MBytes 11.6 Mbits/sec
[ 4] 3.00-4.00 sec 1.25 MBytes 10.5 Mbits/sec
[ 4] 4.00-5.01 sec 1.75 MBytes 14.5 Mbits/sec
[ 4] 5.01-6.00 sec 1.62 MBytes 13.8 Mbits/sec
[ 4] 6.00-7.00 sec 1.00 MBytes 8.39 Mbits/sec
[ 4] 7.00-8.00 sec 1.50 MBytes 12.6 Mbits/sec
[ 4] 8.00-9.00 sec 1.88 MBytes 15.7 Mbits/sec
[ 4] 9.00-10.01 sec 1.25 MBytes 10.4 Mbits/sec
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval Transfer Bandwidth
[ 4] 0.00-10.01 sec 15.0 MBytes 12.6 Mbits/sec sender
[ 4] 0.00-10.01 sec 14.8 MBytes 12.4 Mbits/sec receiver

iperf Done.

That looks pretty good to me @robjg63.

I'll organise for a team member to flick you an email now regarding the Chorus visit.

Do let us know if this happens again!

bigpipe.co.nz
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robjg63

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#2081530 30-Aug-2018 17:03

Thanks @Kowalski for finding geekzone (and welcome!).

I am so pleased I wasnt the only one with this problem - I would have been at the point of Chorus coming out and everything would have been fine!

I would have been labelled an idiot!

Hope everything behaves itself from now on.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

Kowalski

6 posts

Wannabe Geek

#2081543 30-Aug-2018 17:06

Firstly, thanks to the person at Bigpipe who finally decided to frame this problem as something other than a faulty ethernet cable and thanks to @BigPipeNZ for giving some timely support and feedback in this forum.

I don't know how @robjg63 feels about it but I've spent a lot of hours over the last 10 days swapping routers and cables and running tests and putting up with being unable to use my VOIP phone or send large e-mail attachments because the SMTP server would time out. I understand that users, myself included, sometimes do dumb stuff, but in this case it seems that the fault lay elsewhere. In the absence of an apology for 10 days of flaky internet access I'd like the organization that caused the fault to own up and explain what happened so we can all learn from the experience.

Is that too much to ask?

hio77

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Lizard Networks

#2081547 30-Aug-2018 17:10

Kowalski:

In the absence of an apology for 10 days of flaky internet access I'd like the organization that caused the fault to own up and explain what happened so we can all learn from the experience.

Is that too much to ask?

lol, all things considered with how that "relationship" works, Yes..

It's always a problem with you, up till the moment that it was fixed. then they are the best in the world ofcourse :P

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

robjg63

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#2081584 30-Aug-2018 17:22

Well the worst part for me was trying to get past the support script at Bigpipe. It kept restarting back at the 'do you have a spare router' 'can you try a different network cable' 'Its probably your router' - it went round and round for a long time and it took me days to get past that.

I had to sign up for 12 months to get a brand new router I didn't really need and certainly didn't fix the issue.

In the last couple of days my ticket finally got owned by someone who seemed to take me seriously and that was a huge relief.

Add the bit of extra cred from @Kowalski and suddenly it was obvious there was something wrong in the network.

Must have been more than just 2 of us affected.

I realise that 99% of calls are user or user hardware issues - but geez - its sooooooooo hard to get to that next level of support.

As to getting to what the real cause was - I'm not holding my breath.

Happy now though :-)

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

BigPipeNZ

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#2082445 1-Sep-2018 15:01

@robjg63 and @Kowalski, thanks for your time with troubleshooting.

When there's no clear answer as to why there's a problem with a connection, we basically have to go through step-by-step, which makes troubleshooting longer and more complicated for both parties. In saying that, I appreciate that more care should have been taken with both of your cases, particularly when considering skipping troubleshooting that had already been done - being asked to do something you've done more than once is infuriating. I'll bring up with the team that we need to be paying more attention when troubleshooting.

Full disclosure - between when your internet connection was having issues and when it was fixed, you haven't changed anything, we haven't changed anything on our side, and Chorus have come back to us to advise they can't find any fault on their network. I've looked over the case, and have absolutely no idea where the fault lies. I'm glad to hear that it's working okay now - if you do have any problems you know where to find us. Given the troubleshooting saga you've both been through I'll be in touch privately to discuss compensation shortly.

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robjg63

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#2082453 1-Sep-2018 15:28

Just for the record - My router currently shows its been up for 2 days 2 hours and 10 minutes.

I havent reset it since I installed it a week ago, so something was reset on the connection around 1.13pm on Thursday (30 August) afternoon.

I couldnt check my connection until a couple of hours later - but that would look like some sort of reset done somewhere that fixed the issue.

Maybe @kowalski could check how long his connection has been up - I would imagine you might see a similar uptime.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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