Slow fibre connection. 50/10 instead of 300/100

Forums › Spark New Zealand (including Skinny and BigPipe) › Slow fibre connection. 50/10 instead of 300/100

dolsen

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#293109 29-Dec-2021 10:59

Hi, I had a new fibre connection installed just before Christmas but instead of the expected 300/100 connection, the connection is maxing out at 50 down and 10 up. I will admit to testing via wi-fi rather than wired, but, 50/10 makes me suspect the wrong profile rather than interference. I have power cycle the ont and router with no change.
I have sent an email to skinny before Christmas but have not heard back.
Anyone here from skinny willing to take a look?

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#2839889 29-Dec-2021 11:04

Test wired as well. It does sound like the wrong profile but you absolutely need to rule out wireless interference being an issue on your network. If you still get 50/10 over wired then it’ll likely be a provisioning issue that is easily fixed on their end.

Mehrts

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#2839892 29-Dec-2021 11:14

I never understand why people try and test their internet speed via wi-fi, which has so many performance variables compared to a wired connection.

michaelmurfy

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#2839897 29-Dec-2021 11:23

Chat with them! https://www.skinny.co.nz/contact-us

I seriously don't understand why people bother with emails for internet issues. Most providers offer either Chat or Phone support these days.

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dolsen

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#2839911 29-Dec-2021 11:43

Mehrts:
I never understand why people try and test their internet speed via wi-fi, which has so many performance variables compared to a wired connection.

In this case, it's because there are only wireless devices here. I can see link speed of wireless as 433Mb/s and 390Mb/s for the devices. A speedtest on 1 device gives 50/10. 2 devices give a max total of only 50/10, ie each device gets 25/25 or 20/30 down, 6 up. Based on that, I'm 99% sure it's the 50/10 profile that's been loaded against the connection.

If it was different speeds I was getting, I would bring along a wired device to test with, but 50/10 is just too much of a coincidence. It's like when you see 93/94Mb/s you think 100Mb/s link.

lxsw20

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#2839941 29-Dec-2021 12:37

Surely your best first port of call is Skinny official support channels? Sure there are people on here that could probably help, but it's not fair to use them as first port of call.

dolsen

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#2839946 29-Dec-2021 12:53

lxsw20:
Surely your best first port of call is Skinny official support channels? Sure there are people on here that could probably help, but it's not fair to use them as first port of call.

Well, I did use their contact page before Christmas but haven't heard anything back from them. So I did use their system as the first point of call.

I must admit, I haven't had the best luck with their contact system in the past. Skinny thought that there was already fibre at the location and seemed unwilling to listen when I told them that there was no fibre already and I needed an install, even though the chorus system also said that there wasn't. I sent an email - no response. I spent around an hour on the chat trying to get them to acknowledge that there was no fibre and chorus needed to install it. After lots of chat I was told to check in the garage and that they would pass it on to their team. Still no call to get an install.
I then sent another email with the following image trying to get them to acknowledge there was no fibre.

Still no call.

I then found a number to call on this website (I could not find that number on their website) and finally managed to get them to schedule an install.

I have, in my opinion, had poor responses to their support options so thought I'd post this as an additional way of getting action.

michaelmurfy

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#2839948 29-Dec-2021 12:57

Geekzone is not official support so you always have to go via their customer channels. Live chat should be what you do first for any support for Skinny. This is the same with any provider.

Also noting it is the silly season so many people are out enjoying the holidays with their families.

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RunningMan

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#2839973 29-Dec-2021 14:25

Mehrts:

I never understand why people try and test their internet speed via wi-fi, which has so many performance variables compared to a wired connection.

The two most common reasons would be:
1) They have no wired devices
2) They don't have an in-depth technical understanding of radio communication and therefore how variable it may be.

In fairness, point (2) would apply to the vast majority of people who don't frequent Geekzone, and a good proportion of those who do. Most people just want the internet to work, not to have to understand a high level of technical detail about each part of it.

dolsen

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#2854794 22-Jan-2022 08:16

Just an update on this, Had a quick chat with Skinny support on the 4th, and they checked the profile and said it was correct from their end. They asked me to do the PPPoE check connected directly to the ONT which I have only been able to do now. As expected, this showed the same results (50/10).

I have now sent them this result and will see what they come back with. I also sent them the ONT serial number as there was previously some confusion around the existance of fibre at the property, so I think that that may be a contributing factor.

The email sent before Christmas that said I would be contacted within 48 hours has not been responded to. Giving Skinny the benefit of doubt, perhaps I entered an incorrect email address?

The chat on the 4th January was a signifigantly better experence than the one on the 5th of December where the agent would take 5-7 minutes to respond to each line.

Edit - well I tried to send this to them. Unfortunately, the email was not delivered with

Recipient inbox full

Your message couldn't be delivered to techsupport@skinny.co.nz. Their inbox is full or it's receiving too much mail at the moment.

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quickymart

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#2854796 22-Jan-2022 08:27

Oops :O

nztim

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#2854809 22-Jan-2022 10:09

Pinging @cbrpilot

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surfisup1000

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#2854810 22-Jan-2022 10:11

Try ONT port 2 (or 1 if you were already on 2)? Maybe your skinny connection is provisioned to the other ONT port. They do mention trying this in the email they sent to me when I connected.

cbrpilot

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#2854816 22-Jan-2022 10:37

Hi all, I'm out of the office on leave, but can take a look at it next week when I'm back if you've had no luck through the official channels by then.
I do wonder if the profile is correct on the Skinny side, but not on the LFC side...

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tecnam2003

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#2854819 22-Jan-2022 11:29

Had a similar problem. Another ISP....

It was reporting only half the speed and the ISP says all ok their end.

Tried another browser and VOILA...all as expected.

apologised profoundly to the tech guys who were very patient .

My testing was on a wired connection.

quick to try eh?

billgates

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#2854823 22-Jan-2022 11:46

Good luck getting this resolved. I switched to Skinny at start of December 2021 from my previous ISP 950/500 connection to same speed with Skinny but I was getting max 320/320 via 2 different modems (incl Skinny). Skinny support keep stating that their end incl LFC end was set correctly and asked me to do their pointless PPoE test when I told them it cannot be that their own modem and my own modem getting 950/500 earlier would slow down to 320/320. I pointed them to geekzone thread of another user hat was stuck on 320/320 who also struggled for a while with skinny support to resolve the issue. Provisioning likely has been done incorrectly and needs to be re done. It took me sending skinny support an email telling I will be switching away from them by Feb 2022 if they do not re provision my connection and I will not pay any early termination fees. Behold the speed issues were resolved within 4 or 5 days of sending that email. It took skinny close to a month to resolve the issue which they kept blaming on my cabling and PC hardware specs all along. Support is hardly technical and reads off the phone scripts.

Do whatever you want to do man.

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