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336 posts

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# 241069 9-Oct-2018 16:14
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I am with Spark for more than 6 months now and it has always bugged me that I never reach the advertised 20mbps upload speed. I normally get 15mbps or on a good day 16 when i do my speed test around 4am with WiFi access disabled and modem freshly rebooted and my PC connected directly to the router via gigabit LAN. I have no problems with the DL speeds as from time to time I go over 100mbps.

 

Now I had the chance to get in touch with Spark to query my issue and the response I got from technical support was that apart from sending me a replacement modem, there is nothing they can do. I declined the modem replacement for 2 reasons. First I dont think that is the issue. Two I have 2 spare modems one being the exact same model as the one provided by Spark and get the same issue.

 

Now the main reason for this post is I would like to get some feedback from others as I was also told that the reason there is nothing else they can do is due to my current upload speeds being within acceptable levels. So I asked the question. What is the acceptable level and was told its 50%. So as long as I get 10mbps and up, then thats the end of it. Is this level common with other ISP's?

 

Yes I agreed to the terms up to 20mbps. Hence I am doing my research now in preparation for when my contract ends.


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  # 2104008 9-Oct-2018 16:19
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How are you measuring the upload speeds?

 

If you're using speedtest.net, please use the windows 10 app for it instead of the webpage. Also try fast.com.. (Run it once then click 'show more info' and it will run an upload test as well)

 

Cheers - N

 

 





--

 

Please note all comments are the product of 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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  # 2104018 9-Oct-2018 16:40
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Talkiet:

 

How are you measuring the upload speeds?

 

If you're using speedtest.net, please use the windows 10 app for it instead of the webpage. Also try fast.com.. (Run it once then click 'show more info' and it will run an upload test as well)

 

Cheers - N

 

 

I use the speed test directly from Spark's website https://www.spark.co.nz/myspark/myinternet/testyourspeed which am guessing is configured to use the best server possible for Spark. I also tested using speedof.me and get similar results.


 
 
 
 


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  # 2104020 9-Oct-2018 16:43
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CrashAndBurn:

 

Talkiet:

 

How are you measuring the upload speeds?

 

If you're using speedtest.net, please use the windows 10 app for it instead of the webpage. Also try fast.com.. (Run it once then click 'show more info' and it will run an upload test as well)

 

Cheers - N

 

 

I use the speed test directly from Spark's website https://www.spark.co.nz/myspark/myinternet/testyourspeed which am guessing is configured to use the best server possible for Spark. I also tested using speedof.me and get similar results.

 

 

You should also try the 2 options I mentioned above. I know the speedtest servers intimately and trust me, I am recommending the best possible way (short of you setting up an iperf server somewhere) of testing your connection.

 

speedof.me in particular is not a good test if you're trying to confirm access speeds.

 

Cheers - N

 

 





--

 

Please note all comments are the product of 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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  # 2104021 9-Oct-2018 16:45
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Try the Windows app instead.


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  # 2104022 9-Oct-2018 16:48
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The first bullet point on the Spark page you link to recommends using the Speedtest apps instead of browser based...

 

This is the direct link to the windows 10 app..

 

 

 

https://www.microsoft.com/en-nz/p/speedtest-by-ookla/9nblggh4z1jc

 

 

 

Cheers - N





--

 

Please note all comments are the product of 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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  # 2104023 9-Oct-2018 16:51
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I'd also note that I have seen some variable results from the entire Ookla platform recently (website, App, the direct custom link on our support site)... so I would also recommend the fast.com site again.

 

It uses the Netflix server you are mapped to and I know those have _heaps_ of spare capacity, all the time.

 

 

 

Cheers - N

 

 





--

 

Please note all comments are the product of 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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  # 2104026 9-Oct-2018 16:57
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I have downloaded the app. First pass is 104DL thru the whole test. But for upload, it burst to as high as 23 then slowly went down to 15 and ended up with am guessing an average reading of 18mbps which to me is more acceptable than the 15 i normally get.

 

Now this poses new questions. Does it mean the issue is with the speed test that I use previously? How come my UL managed to burst to as high as 23 but only with the app and not with the others?


 
 
 
 


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  # 2104028 9-Oct-2018 17:02
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CrashAndBurn:

 

I have downloaded the app. First pass is 104DL thru the whole test. But for upload, it burst to as high as 23 then slowly went down to 15 and ended up with am guessing an average reading of 18mbps which to me is more acceptable than the 15 i normally get.

 

Now this poses new questions. Does it mean the issue is with the speed test that I use previously? How come my UL managed to burst to as high as 23 but only with the app and not with the others?

 

 

 

 

Short answer.... All ookla/speedtest.net tests are best guesses.. They average, they remove outliers, the extrapolate, they assume things about your connection, they use multiple threads, they are overly sensitive to packet loss at the wrong time etc...

 

Forget reading _ANYTHING_ into the numbers you see bouncing around during the test. Achieving 18 average is fine, and seeing a burst of 23 means that there's no wrong policer on your line.

 

Try fast.com as I described. It's using servers that are connected with multiple 10G interfaces at more locations than we have speedtest servers.

 

(Also with the speedtest app, you should make sure to manually select the closest Spark server - it often gets that wrong)

 

 

 

Cheers - N

 

 

 

TL;DR: Speedtests are often misleading.





--

 

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




336 posts

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  # 2104033 9-Oct-2018 17:17
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Tried the app again. This time selected VF as its the closest and got just below 19.

 

Tried fast.com and got 18.

 

Both results makes me feel a bit better.

 

But back to the question of acceptable level. Isnt 50% a bit low? I am not asking for guaranteed service as I know that comes at a price. It is more of a general question and applies to all ISP's. Imagine if you are paying for Giga UFB and get 250 instead of 500.


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  # 2104043 9-Oct-2018 17:36
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The issue is that most (yes, most, not some) calls regarding performance issues are not network issues. They are issues with the PC, the home network, the testing method, the fact someone else might be using the net at the same time or dozens of other issues. It's very infrequent that a customer call about performance turns out to be something in the network or the router we supply.

 

I don't believe 50% is an official level of expected performance either - that sounds to me like a rule of thumb derived from lots and lots of calls into the helpdesk - if you can easily get 50% upload then it's most probable that everything is working fine - especially given your context that the downstream was ok.

 

As for what you should expect? How long is a piece of string? I know people on gig plans that get under 500Mbps 24*7 because of choices they have made to prioritise convenience over performance. I know of people that INSIST their custom Linux firewall is the best thing ever and are getting worse performance than if they were to use the Huawei 659 we supply.

 

If it's truly important that you need consistent speed then there are more suitable products from several providers that are better suited than residential BB connections. However, UFB services are really good, really reliable and we are yet to see any congestion anywhere that isn't immediately addressed.

 

Cheers - N

 

 





--

 

Please note all comments are the product of 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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  # 2104048 9-Oct-2018 17:50
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You need to stop looking at speedtest results and just use the internet! You are worried about nothing

 

John


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  # 2104094 9-Oct-2018 19:26
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If you're on a 20 meg upload plan then its clearly not a priority for you in anycase.





Richard rich.ms

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  # 2104265 10-Oct-2018 09:03
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Just out of interest, which LFC area are you in? (if you know)

 

Otherwise which part of the country are you in?





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336 posts

Ultimate Geek


  # 2105607 10-Oct-2018 13:59
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Linux:

 

You need to stop looking at speedtest results and just use the internet! You are worried about nothing

 

John

 

 

I am not worried at all. It is just me making sure that I get what I pay for.




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  # 2105608 10-Oct-2018 14:00
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cbrpilot:

 

Just out of interest, which LFC area are you in? (if you know)

 

Otherwise which part of the country are you in?

 

 

Not sure which LFC but I am on Liverpool St in the CBD just behind Mayoral Drive if that makes any difference.


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