Terrible spark service, need help with VDSL

Forums › Spark New Zealand (including Skinny and BigPipe) › Terrible spark service, need help with VDSL

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jeeg

351 posts

Ultimate Geek

#1419952 3-Nov-2015 15:17

Yes thats around when it was working fine.

cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1419957 3-Nov-2015 15:33

Can you check your connection now please jeeg?

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

jeeg

351 posts

Ultimate Geek

#1419959 3-Nov-2015 15:34

Just had a few minutes of 40ms and now its back to 2300ms.

cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1419961 3-Nov-2015 15:45

Ok. Jeeg, I think you are having a different issue to the other people posting here.

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

jeeg

351 posts

Ultimate Geek

#1419996 3-Nov-2015 16:23

I see, what's going to happen now?

This high latency issue is even worse than having connections time out, now nothing is usable. I'm getting 3.4KB/s from nvidia.com downloading GeForce drivers (which I assume is on local CDN), I doubt my 4G data can sustain my usage for a week.

cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1420043 3-Nov-2015 17:03

jeeg: The problem seems to have worsened this morning. Now I'm getting very high pings to every server.

Pinging 219.88.188.5 with 32 bytes of data:
Reply from 219.88.188.5: bytes=32 time=2256ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2523ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2757ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2277ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2289ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2298ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2298ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2450ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2305ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2293ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2314ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2295ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2334ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2326ms TTL=61
Reply from 219.88.188.5: bytes=32 time=2305ms TTL=61

Ping statistics for 219.88.188.5:
Packets: Sent = 15, Received = 15, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 2256ms, Maximum = 2757ms, Average = 2354ms
Control-C

Heres results from a trace route command.

Tracing route to cache.google.com [219.88.188.5]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.1.1
2 2604 ms 2337 ms 2295 ms 122-62-240-1.jetstream.xtra.co.nz [122.62.240.1]

3 * * * Request timed out.
4 2290 ms 2274 ms 2292 ms cache.google.com [219.88.188.5]

Trace complete.

I think the takeaway here is that the latency is happening on the first hop from your 10.0.1.1 (is that your Netgear?) to our BNG (the 122.62.240.1).
The BNG is replying to the ICMP in the tracert - which is why you see the reply from 122.62.240.1.
While that traffic will be deprioritised, we can see that it is not the source of the issue for the following reason. The ping (ICMP) to the 219.88.188.5 address also sees the same latency. Because that packet is not being responded to by the BNG and is destined elsewhere, the BNG treats that like any other IP packet - no special treatment. I've looked at the stats for your line on the BNG for this current session and I'm not seeing any appreciable packet drops or anything that would be cause for concern.

Given that the latency is being introduced between the Netgear and our BNG, and I have no evidence to support that it is the BNG (indeed the evidence supports that it is not), that leaves two possibilities:
1) it is occurring the Chorus access network
2) it is occurring in your LAN after the Netgear, but before the DSL link

My suggestion would be to beg or borrow a friend's router for a night, and see if that fixes that problem.
If it does, then you know what the issue is.

If that does not fix the issue, then log a fault and get a Chorus tech out. I've never seen it before (with this symptom), but it could be a faulty DSL port on the Chorus ISAM.

That is what I would do if I were you.

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

sbiddle

30853 posts

Uber Geek

Retired Mod

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Biddle Corp

Lifetime subscriber

#1420082 3-Nov-2015 17:50

Do SPM throughput graphs show anything such as saturation?

Wise

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thefunkysoulone

59 posts

Master Geek

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#1420393 4-Nov-2015 08:47

had a check of ours last night when I got home and it appears our connectivity issues have been resolved.

However our speeds from speedtest have dropped to 9 down, 5 up and 7ms ping. This isn't good enough for Ultra VDSL. Is there anything that could be causing the speed drop?

Talkiet

4792 posts

Uber Geek

Trusted

#1420402 4-Nov-2015 08:55

thefunkysoulone: had a check of ours last night when I got home and it appears our connectivity issues have been resolved.

However our speeds from speedtest have dropped to 9 down, 5 up and 7ms ping. This isn't good enough for Ultra VDSL. Is there anything that could be causing the speed drop?

Can you try it on all the Spark NZ located speedtest.net servers please? SHort answer... No, I don't know of anything that would be artificially holding down speedtest results. Can you paste your current DSL stats when you show the speedtest results from the Akl, Wn and Ch Spark speedtest.net servers?

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

sbiddle

30853 posts

Uber Geek

Retired Mod

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Biddle Corp

Lifetime subscriber

#1420419 4-Nov-2015 09:07

It's always possible you've been migrated to the new 998 profile which does have the potential to make poor quality connections better, but could also impact some poor quality connections and make them worse.

speedtest.net results are large irrelevant though without DSL sync stats.

thefunkysoulone

59 posts

Master Geek

Trusted

#1420540 4-Nov-2015 11:02

thanks, will do once i get home this evening.

jeeg

351 posts

Ultimate Geek

#1420973 4-Nov-2015 16:57

After begging for a modem from a friend with fiber and getting home, it seems my connection issues have miraculously fixed it self before I could test the modem.

Thanks to everyone that's had a hand in help me out on this one.

PRH

8 posts

Wannabe Geek

#1421063 4-Nov-2015 17:56

I'd like to second that. Thanks to the Spark bods for looking into this. Who knows what the issue was!

thefunkysoulone

59 posts

Master Geek

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#1421088 4-Nov-2015 18:36

hi,
ran some tests on speedtest

Spark Auckland - ping 6ms - 34 down - 9 up
Spark Wellington - ping 14ms - 35 down - 10 up
Spark Christchurch - ping 23ms - 34 down - 10 up

DSL Connection stats
Uptime:                                                  0 days, 0:03:03
DSL Type:                                             ITU-T G.993.2
Bandwidth (Up/Down) [kbps/kbps]:        10,357 / 36,758
Data Transferred (Sent/Received) [B/B]: 0 / 0
Output Power (Up/Down) [dBm]:             0.3 / 18.6
Line Attenuation (Up/Down) [dB]:            25.5 / 12.7
SN Margin (Up/Down) [dB]:                    19.8 / 12.1

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