Telecom Big Time plan trouble thread

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

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51 posts

Master Geek
Inactive user

#271032 8-Nov-2009 16:29

Neochick: Well I sent NCSoft the information from the test which they requested and got this reply

Hi Neochick,

Thank you for providing us your Game Advisor results. To help us better understand the cause of this issue, please send us the following information about your network setup:

-How do you connect to the Internet?

-Do you use any routers, hubs, or switches? If so, could you tell us the make and model of that equipment?

-Where are you located? Your city and state/province would be helpful.

-Are you on a home, campus, business, or military network?

-Are you using a firewall application? If so, which one?

-Do you use any Internet Security Applications (ISA) such as CYBERsitter, "Net-Nanny," ZoneAlarm?, McAfee? or Norton??

We look forward to hearing back from you so that we can help resolve this issue as quickly as possible.

Regards,
Shane
Guild Wars Technical Support

So will be giving them these details when i get home.

In other news I was able to play GW thismorning at about 8am, and I played until 9am. I still could not get onto my main account (I think it may have something to do with the fact shes ina very busy town), but I was able to get into my newbie Assasin account. ping was averaging about 300ms in town, 250ms out of town, which is about normal for me (well in pre-bigtime days) So that was a good thing for me :)

sent the same thing to me and from that they still couldnt figure it out.

Neochick

49 posts

Geek

#271057 8-Nov-2009 19:01

After a little bit more back and forth with NCSoft, I have just received this

Hello Neochick,

Thank you for the update.

I am escalating your ticket for further assistance. Once your ticket has been reviewed someone will be in contact with you as soon as possible.

Regards,
Steve

c4bb0ose

51 posts

Master Geek
Inactive user

#271118 8-Nov-2009 22:22

Neochick: After a little bit more back and forth with NCSoft, I have just received this
Hello Neochick,

Thank you for the update.

I am escalating your ticket for further assistance. Once your ticket has been reviewed someone will be in contact with you as soon as possible.

Regards,
Steve

have you told ncsoft that other people you no have similar problems?

Neochick

49 posts

Geek

#271120 8-Nov-2009 22:29

yep, i told them that i am fairly certain its not them or my router or my set up cause it only went to crap with big time.

Again with other news, my rapid share downloads were going at a measly 40kB earlier, they have been at 160kB, and right now they hovring around the 15kB mark. I could get 1500kB in my pre-big time days. i knew they would slow. 160kB is ok. i can live with that. but 15kB??

Neochick

49 posts

Geek

#271282 9-Nov-2009 13:35

more news from NCSoft

Hello,

Thanks for the information you've provided. It's not really too easy to pinpoint this sort of thing if they are limiting the connection at specific times.There is a free trial program called PingPlotter Standard which may be of some use to us in determining the health of your active Internet connection. We ask that if you are using a router, hub, or switch, to first disconnect this device and connect directly to your modem before running this utility. You may have to reboot your modem and/or computer to reestablish your Internet connection.

This program is not supported by NCsoft. You can find the program and information on how to use it at http://www.pingplotter.com/download.html

1. Please download and install the Standard version of PingPlotter.

2. Run the program and in the upper left corner you will see an "Address to Trace:" section.

3. Type in the server IP you find in game by hovering your mouse over the colored dot in the lower right hand portion of the screen and click the "Trace" button. Please allow the tool to run for at least 30 minutes even if you are unable to play, or you get disconnected during this time.

4. Click on the "Stop" button. Then, click on File -> Save Sample Set and save the file to your computer in a location that will be easy to find, such as your Desktop.

Please update your incident at the provided link and attach the report. If you encounter a problem such as excessive lag or Code=007, please tell us what time the problem occurred so that we can investigate that section of the report.

Regards,
Mike
Guild Wars Technical Support

I think i might try running this thing from my house, another big time house, and a not on bigtime house

Neochick

49 posts

Geek

#275152 22-Nov-2009 12:59

Hello,

The PingPlotter sample shows that you are getting at least 7% packet loss while on the global-gateway network. As the tickets are passing from that network to SanJose.Level3.net you are at least 25%. I don't know if your ISP will be willing to look at these samples, but they make it pretty clear that there are issues long before the information from your computer gets to the server.

Please let us know if we can be of further assistance.

Regards,
Timothy
NCsoft Technical Support

c4bb0ose

51 posts

Master Geek
Inactive user

#275194 22-Nov-2009 14:37

there has been no word from telecom about a solution which they aid they wpuld be working on :/

Neochick

49 posts

Geek

#275593 23-Nov-2009 19:25

well, me and my friend are both playing GW on big time right now. its awesome. i hope they have fixed it and this isnt just some random fluke

nate

6408 posts

Uber Geek

Moderator

Trusted

Lifetime subscriber

#275619 23-Nov-2009 20:58

Neochick: well, me and my friend are both playing GW on big time right now. its awesome. i hope they have fixed it and this isnt just some random fluke

Last night and tonight I'm getting amazing speeds, so whatever they've fixed, hopefully it'll stick.

c4bb0ose

51 posts

Master Geek
Inactive user

#275795 24-Nov-2009 14:06

whne I post this im getting gay lag spikes, but nothing compared to what it was say a spike to 5k ping then back down, still meens its relativly unplayable, but its better.

clark007e

66 posts

Master Geek

#275801 24-Nov-2009 14:38

nate:
Neochick: well, me and my friend are both playing GW on big time right now. its awesome. i hope they have fixed it and this isnt just some random fluke

Last night and tonight I'm getting amazing speeds, so whatever they've fixed, hopefully it'll stick.

The speed throttler was down for the last couple of days, considering for a change i could use Justin.tv, download legal torrents at speed. Seems that they throttler is back on now though.

Neochick

49 posts

Geek

#275802 24-Nov-2009 14:41

yea my GW has gone back to unplayable right now

clark007e

66 posts

Master Geek

#275808 24-Nov-2009 14:47

I actually wonder how Justin.tv can run awesomely for me one minute (all monday) and then 12pm today it turns back to its usual crappy laggy self.

c4bb0ose

51 posts

Master Geek
Inactive user

#275836 24-Nov-2009 15:42

possibly a test, idk, still not a resolution.

ottenpat

73 posts

Master Geek

#276787 27-Nov-2009 10:09

Hello
I am new to Telecom and new to BigTime.

Overall I am pretty happy. I have done a bit of P2P and that work pretty good for me after hours.

When I was sold the product they explained the whole shaping thing and that was ok for me especially as they said my normal interneting should work fine with good performance. (they even quoted youtube should go well).

Well they are right for the majority of what they said. Browsing is fast and youtube very rearly buffers for me even at peek times.(only very occasionally with HD content. I emphasizes the rearly)

I have run into problems in the last two days which I can't understand. My partner has been trying to watch TVNZ on demand (Masterchef Aussie). It loads buffers 20 second then I get to watch 5 secs etc etc.

I don't understand why it would be slow to TVNZ:
1. It is local content
2. Telecom and TVNZ must be in bed together with Tivo etc so there must be a decent pipe between them.

Ok so some facts on my connection and timing.
Was trying to do this last night(and the previous night) around 8:30pm: Speedtest.net at the time running around 6.5 Mb/sec.
Tried again around 11pm still having the same problem with TVNZ. My Speedtest.net at this time was running at about 10.5 Mb/sec.
My max linespeed is about 11.75 Mb/sec. Interleaving is switched off and nothing else was running. I am in Auckland on ADSL2+

Rung Telecom and they did not seem to be able to help. They suggested it was because I choose Bigtime and that they need to shape more than P2P to make the experience good for all. I highlighted the sales pitch that they used that it should not effect normal interneting such as youtube. I would have thought that ondemand is normal interneting as well especially when it is local content.

So the million dollar question. Is this a Bigtime problem or a TVNZ problem as I seem to be rolling in bandwidth that does not look like it is being shaped optimally.

Any comments or advice

Thanks
Patrick

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