Telecom Big Time plan trouble thread

Forums › Spark New Zealand (including Skinny and BigPipe) › Telecom Big Time plan trouble thread

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521 posts

Ultimate Geek

#314235 2-Apr-2010 19:32

Downloading from Non-P2P and RS like sites has been painfully slow outside of 2am-9am ever since the start with small periods where it was alright, how long has this plan been out? i don't see that as a reasonable amount of time to change it, if it hasn't been changed for that long then how can we think it will be changed at all?

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clark007e

66 posts

Master Geek
+1 received by user: 2

#314236 2-Apr-2010 19:38

I'm guessing everyone else is unable to stream ustream, justin.tv etc as well? That normally doesn't work for me though

Sheagae

208 posts

Master Geek
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#314237 2-Apr-2010 19:43

clark007e: I'm guessing everyone else is unable to stream ustream, justin.tv etc as well? That normally doesn't work for me though

Hasn't worked at all for me mate. There was several hours last week I think it was that my connection was unthrottled, but thats been the only time.

clark007e

66 posts

Master Geek
+1 received by user: 2

#314238 2-Apr-2010 19:47

Like wise for me, this is one of the things which annoys me about this plan. I just presume that because p2p and downloads are throttled it means those sites are as well.

Sheagae

208 posts

Master Geek
+1 received by user: 7

#314240 2-Apr-2010 19:50

clark007e: Like wise for me, this is one of the things which annoys me about this plan. I just presume that because p2p and downloads are throttled it means those sites are as well.

Its pretty much anything that will consume large amounts of data that they try to limit, because otherwise their network will get too stressed. They're able to provide good youtube viewing, however because they cache a lot of it.

ArranH

161 posts

Master Geek
+1 received by user: 1

#314242 2-Apr-2010 19:55

Sheagae:
clark007e: Like wise for me, this is one of the things which annoys me about this plan. I just presume that because p2p and downloads are throttled it means those sites are as well.

Its pretty much anything that will consume large amounts of data that they try to limit, because otherwise their network will get too stressed. They're able to provide good youtube viewing, however because they cache a lot of it.

From what I've seen what is and isn't throttled seems to change constantly, as things work sometimes and not others. Earlier downloading a 3mB file off a sourceforge mirror, something that is clearly not p2p or in any way illegal, was limited madly. Whats weird to me is that I seem to find more throttling in the offpeak hours, which is why i think it could be something else rather than straight throttling, as they'd be mad to throttle off peak more than on peak (and shouldn't be throttling it at all from their own statements)

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clark007e

66 posts

Master Geek
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#314243 2-Apr-2010 19:55

Yup. I was wondering if the 20gb plan once you use 20gb of data if the speed it goes down to would be worse than Big Time?

Sheagae

208 posts

Master Geek
+1 received by user: 7

#314244 2-Apr-2010 19:58

ArranH:
Sheagae:
clark007e: Like wise for me, this is one of the things which annoys me about this plan. I just presume that because p2p and downloads are throttled it means those sites are as well.

Its pretty much anything that will consume large amounts of data that they try to limit, because otherwise their network will get too stressed. They're able to provide good youtube viewing, however because they cache a lot of it.

From what I've seen what is and isn't throttled seems to change constantly, as things work sometimes and not others. Earlier downloading a 3mB file off a sourceforge mirror, something that is clearly not p2p or in any way illegal, was limited madly. Whats weird to me is that I seem to find more throttling in the offpeak hours, which is why i think it could be something else rather than straight throttling, as they'd be mad to throttle off peak more than on peak (and shouldn't be throttling it at all from their own statements)

When downloading files without a download manager, they pretty much stop. Pretty sad really.

nitrotech

1285 posts

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#314247 2-Apr-2010 20:18

Talkiet:

While of course you are free to lay a complaint with whoever you wish, you're also free to move to another plan, or even another ISP if you value performance on demand for all protocols above the benefit of no download cap. Please read the Bigtime T&Cs before stating how it's promoted. It's been VERY clearly advertised since day one that it won't be suitable for all users and specifically P2P, downloaders and gamers may find other plans more suitable.

There are a vast number of people happy with BigTime, and at least dozens complaining about it.

All that said, the traffic management is under continuous review and if it actually turns out to be the rules or the traffic management box that is genuinely slowing normal (non P2P / RS type DL / non gaming etc) traffic to 22bytes/sec than I'm sure that changes will be made.

Also remember that this forum is NOT the official grievance airing point for performance issues. You can't expect Telecom to take offhand reports of terrible performance as an item to action. Log the issues and have all the normal troubleshooting done.

At the end of the day though, we're not holding a gun to your head, you're free to change plan.

Cheers - N

I can smell the corporate arrogance over the Rotorua sulphur tonight ..........

Fact is it's sold as a 'broadband plan' and 'optimised for adsl2+' telecom can not hide behind the traffic managment policy as all they say is 'reduced speeds' and for a lot of people is practically at a stand still.

According to the above there seems to be little chance of anyone at telecom taking any interest in fixing it which is why comcom seems the only option.

We are paying good money for a service, and just like any serivce there are minimum standards - big time is way below the minimum.

Talkiet

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#314254 2-Apr-2010 20:55

nitrotech:
Talkiet:

While of course you are free to lay a complaint with whoever you wish, you're also free to move to another plan, or even another ISP if you value performance on demand for all protocols above the benefit of no download cap. Please read the Bigtime T&Cs before stating how it's promoted. It's been VERY clearly advertised since day one that it won't be suitable for all users and specifically P2P, downloaders and gamers may find other plans more suitable.

There are a vast number of people happy with BigTime, and at least dozens complaining about it.

All that said, the traffic management is under continuous review and if it actually turns out to be the rules or the traffic management box that is genuinely slowing normal (non P2P / RS type DL / non gaming etc) traffic to 22bytes/sec than I'm sure that changes will be made.

Also remember that this forum is NOT the official grievance airing point for performance issues. You can't expect Telecom to take offhand reports of terrible performance as an item to action. Log the issues and have all the normal troubleshooting done.

At the end of the day though, we're not holding a gun to your head, you're free to change plan.

Cheers - N

I can smell the corporate arrogance over the Rotorua sulphur tonight ..........

Fact is it's sold as a 'broadband plan' and 'optimised for adsl2+' telecom can not hide behind the traffic managment policy as all they say is 'reduced speeds' and for a lot of people is practically at a stand still.

According to the above there seems to be little chance of anyone at telecom taking any interest in fixing it which is why comcom seems the only option.

We are paying good money for a service, and just like any serivce there are minimum standards - big time is way below the minimum.

Sorry mate, I'm in no way a corporate spindoctor - I'm giving accurate information which is in stark contrast to the majority of posts here which are emotionally charged and usually vary between almost accurate and wildly wrong.

ALL broadband in NZ is a best efforts service, and there aren't any (significant) specific standards committed to by any ISP (that I am aware of) on residential broadband plans.

You state "big time is way below the minimum".. .Please quote this minimum standard you speak of. Note I say "standard"... I'm not talking about what you want, or generally accepted interpretations of some words - but a standard that Telecom has committed to.

My comments in the above post are meant to indicate that it's totally unreasonable to expect ISP staff to poll all sorts of online forums for problem reports, instead of their own reporting systems and helpdesk. You're being very unrealistic if you think that's a good idea. Most of the 'reports' in the forum here lack any form of details that would actually help in determining the problem, with the odd notable exception. I have also forwarded these odd posts with useful info to the product manager - but I don't bother him with the emotive, inaccurate stuff.

Even though an individual helpdesk ticket may not (and I am sorry about this) result in heaps of staff dropping everything else to address your problem, it DOES contribute to certain thresholds being hit and the problem (or class of problem) being escalated.

As for Broadband... I refer you to wikipedia to see what it actually means..

http://en.wikipedia.org/wiki/Broadband

And 'Optimised for ADSL2+' is Telecom corporate-speak for simply not having a 128k upstream limit... It in no way guarantees that you'll get high ADSL2+ speeds at any given time to any given location.

I understand your frustration and Telecom is (as I have said) reviewing the traffic management rules (plus other streams of work to optimise the BB network), but I can't tell you how fast these things will progress or if they will improve Big time to your individual satisfaction.

Finally, bear in mind you're paying peanuts for an uncapped service - there are customers pulling in _LOTS_ of data.

Feel free to move to another ISP offering a better unlimited ADSL plan, or to a Telecom Pro plan.

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.

DravidDavid

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#314258 2-Apr-2010 21:04

amiga500: I think this might GO on to be a LARGE problem for Telecom.

Ahh, I see what you did there!

Could it be that everyone having issues is on ADSL 2+? I'm on ADSL1 and find it fine for pretty much everything except VoIP, downloading (anything) and TVNZ On-Demand.

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freitasm

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#314262 2-Apr-2010 21:10

ArranH: Frankly, your attitude seems arrogant, something that at present I will contribute to you personally rather than that of Telecom, as I believe that Telecom do not wish to be seen as having a 'Touch sh*t, if you do not like it then move' attitude. Especially amongst people on this website, many of who will have the influence in their workplaces to move business either towards or away from Telecom.

Now, now. No need for personal attacks. It's against the FUG and scare people away.

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ArranH

161 posts

Master Geek
+1 received by user: 1

#314265 2-Apr-2010 21:14

Talkiet:

ALL broadband in NZ is a best efforts service, and there aren't any (significant) specific standards committed to by any ISP (that I am aware of) on residential broadband plans.

You state "big time is way below the minimum".. .Please quote this minimum standard you speak of. Note I say "standard"... I'm not talking about what you want, or generally accepted interpretations of some words - but a standard that Telecom has committed to.

Then lucky we have the Consumer Guarantees Act and the common law.

Talkiet:

You state "big time is way below the minimum".. .Please quote this minimum standard you speak of. Note I say "standard"... I'm not talking about what you want, or generally accepted interpretations of some words - but a standard that Telecom has committed to.

That would be the level of standard that a reasonable person would expect. What a reasonable person would expect is up to the court to interpret, but my guess is that transfer speeds slower than dialup would not be reasonable from an ADSL connection.

Talkiet:

My comments in the above post are meant to indicate that it's totally unreasonable to expect ISP staff to poll all sorts of online forums for problem reports, instead of their own reporting systems and helpdesk. You're being very unrealistic if you think that's a good idea. Most of the 'reports' in the forum here lack any form of details that would actually help in determining the problem, with the odd notable exception. I have also forwarded these odd posts with useful info to the product manager - but I don't bother him with the emotive, inaccurate stuff.

And what we've said on many times is that we have spoken to your staff on numerous occasions. We aren't posting on here in hope something will be done, this is a forum where we can discuss the issues. Yes, we're trying to find solutions here as well because there is nothing coming from Telecom, but posting here does not mean we aren't following the Telecom recommended procedures. And so far those procedures are failing.

Talkiet:

Finally, bear in mind you're paying peanuts for an uncapped service - there are customers pulling in _LOTS_ of data.

It doesn't matter if we've giving Telecom an acorn in exchange for the service (legal joke, not a good one I admit), the service must still be delivered. Up to three weeks ago it was, then it started going all over the place.

Thanks for the posts though, will be useful if anyone does deicde to go after Telecom for a breach of contract in any way.

ArranH

161 posts

Master Geek
+1 received by user: 1

#314267 2-Apr-2010 21:15

freitasm:
ArranH: Frankly, your attitude seems arrogant, something that at present I will contribute to you personally rather than that of Telecom, as I believe that Telecom do not wish to be seen as having a 'Touch sh*t, if you do not like it then move' attitude. Especially amongst people on this website, many of who will have the influence in their workplaces to move business either towards or away from Telecom.

Now, now. No need for personal attacks. It's against the FUG and scare people away.

Sorry, my apologies, and you're right, it was out of line.

Talkiet

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#314269 2-Apr-2010 21:21

ArranH: [snip]
Thanks for the posts though, will be useful if anyone does deicde to go after Telecom for a breach of contract in any way.

I'm confident I have said nothing inaccurate but I dislike the tone you're taking so I'm electing to not respond to you any further.

Regards
Neil G

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.

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