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cocoalove

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#61518 18-May-2010 10:27
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I am on Telecom Broadband 20G capped plan. My line stats are just fine for ADSL1. (7.6 Mbps down / 0.76 Mbps up)
I'm having speed drop issue in the evening between 6 PM and 12 AM. The speed drop begins around 6 PM and it gets worse around 9 PM(400Kpbs download) and then it gets back to normal around 12 AM. I've informed this issue to Telecom support team few weeks ago. Today I've got reply from them which was quite shocking!. They said It was within scope and was case closed. I am now getting like 100Kbps at 9:30 PM every day. Of course I haven't used all 20G allowance yet. How come they could say that! Have a look at the following discussions between me and them.


Telecom Response (Sam L)  28/04/2010 12:08

=======================================
Thank you for contacting Telecom. I am sorry to hear that you are disappointed with the speed of your broadband service. 
I have forwarded your concerns to our Broadband team who will investigate and respond to you directly. If you have any further questions regarding Telecom products and services please visit our web site at http://www.telecom.co.nz



Telecom Response (Ibrar) 28/04/2010 14:40
==================================
Thank you for contacting Telecom in regards to your broadband connections. I am sorry to hear that your internet speed drops during the evening time. At this point of time I am not able to come to a conclusion. However in order to escalate this issue to our network team I require some additional testing on your part. I need from you a total of around nine speed tests performed over a three day period to assist out network team in working out what the underlying cause of your speed issues may be.

As such, can I please ask that you complete the following template using the Telecom speed test available at http://telecom.co.nz/speedmeter
REQUESTED SPEED TEST INFORMATION

DATE (DAY 1): Day/Month/10
TIME: 
SPEED:
TIME: 
SPEED:
TIME: 
SPEED:
DATE (DAY 2): Day/Month/10
TIME: 
SPEED:
TIME: 
SPEED:
TIME: 
SPEED:
DATE (DAY 3): Day/Month/10
TIME: 
SPEED:
TIME: 
SPEED:
TIME: 
SPEED:

Once I have this information I will expedite escalation to our network team and hopefully be able to come back to you with a resolution as soon as possible. I apologise for any inconvenience caused by this issue, I understand how frustrating a slow broadband connection can be and appreciate your patience while we work to resolve this for you.




feedback/questions (Me) 30/04/2010 22:18
==================================== 
Here is the requested test information.
You can clearly see the speed drop in the evening.
Please fix this problem ASAP.

REQUESTED SPEED TEST INFORMATION
------------------------------------------
DATE: 28/04/10
TIME: 3:17pm
SPEED: 5631.6 Kbps or 690.2 KB/sec

TIME: 7:53pm
SPEED: 671.9 Kbps or 82.3 KB/sec

TIME: 9:10pm
SPEED: 468.6 Kbps or 57.4 KB/sec

TIME: 10:24pm
SPEED: 866.1 Kbps or 106.1 KB/sec

TIME: 11:04pm
SPEED: 707.7 Kbps or 86.7 KB/sec
------------------------------------------
DATE: 29/04/10
TIME: 8:35am
SPEED: 5763.2 Kbps or 706.3 KB/sec

TIME: 1:15pm
SPEED: 5653.8 Kbps or 692.9 KB/sec

TIME: 8:23pm
SPEED: 759.1 Kbps or 93 KB/sec

TIME: 9:35pm
SPEED: 753.9 Kbps or 92.4 KB/sec
------------------------------------------
DATE: 30/04/10
TIME: 10:43am
SPEED: 6287.9 Kbps or 770.6 KB/sec

TIME: 6:52pm
SPEED: 1779.3 Kbps or 218.1 KB/sec

TIME: 8:03pm
SPEED: 710.4 Kbps or 87.1 KB/sec

TIME: 10:04pm
SPEED: 639.8 Kbps or 78.4 KB/sec


Telecom Response (Ibrar) 03/05/2010 10:45
=================================
Thank you for contacting Telecom regarding slow broadband and my apologies for any inconvenience caused. I understand how frustrating the situation can be and I do appreciate your patience during this time. 

I have subsequently escalated your case to our network group for further analysis. Please appreciate such issues are often complex and may take some time to address especially if network restructuring is required. As a result, I do not have a fixed time of resolution at this stage.

Your case number is xxxxxxxx.

I apologise for any inconvenience caused as I realise this must be frustrating. I thank you for your patience while we work to resolve this issue for you.



Telecom Response (Ibrar) 18/05/2010 09:11
=================================
Thank you for your patience.
I have been advised by our network team that your speeds are within scope and this case has been closed. Please let me know if you are still experiencing any issues.

If you have any further queries please don't hesitate to contact our Broadband team on 0800 22 55 98.
---------------------------------------
Complex Technical Support
Telecom New Zealand Limited
---------------------------------------



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 1 | 2
garvani
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  #331236 18-May-2010 10:33
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They have followed procedures as far as i can see. Are you new to New Zealand broadband? We have a little thing called congestion, every man and his dog is on the internet from 6pm onwards, everyone suffers the same problem, your not the only one.

freitasm
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  #331237 18-May-2010 10:36
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Have you performend an isolation test (unplug everything else from the line) to make sure there are no devices causing interference? How many computers do you have at home? Are there any other computer in use during those slow times? Do you know what this other computer is being used for?

Also I'd imagine from 6pm is when most people get back home and start using the Internet so it could be that's contention kicking in?





 

 

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NonprayingMantis
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  #331241 18-May-2010 10:43
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cocoalove: I am on Telecom Broadband 20G capped plan. My line stats are just fine for ADSL1. (7.6 Mbps down / 0.76 Mbps up)
I'm having speed drop issue in the evening between 6 PM and 12 AM. The speed drop begins around 6 PM and it gets worse around 9 PM(400Kpbs download)


the slowest speed you gave them on the speedtest was 468kbps, and that was an outlier.  every other one was well above 600kbps

and then it gets back to normal around 12 AM. I've informed this issue to Telecom support team few weeks ago. Today I've got reply from them which was quite shocking!. They said It was within scope and was case closed.


according toi the speeds you gave them, it probably is

 I am now getting like 100Kbps at 9:30 PM every day. 


you never told them any speed that low in your list of tests, nowhere near it. 
How can they be expected to magically know you got this speed if you don't tell them?

scuwp
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  #331283 18-May-2010 11:48
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If you don't like the service then why not take your business elsewhere. I suggest it won't get any better, and may get a lot worse.

From the Herald today for the ordinary man:
http://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=10645797

Report released for the techies:
http://www.comcom.govt.nz/assets/Uploads/Report-on-New-Zealand-Broadband-Quality-July-to-December-2009.pdf







Always be yourself, unless you can be Batman, then always be the Batman



johnr
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  #331293 18-May-2010 12:00
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cocoalove have you got a SLA contract with your ISP for speed?

John

cocoalove

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  #331299 18-May-2010 12:11
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I've been using NZ broadband for 10 years and I haven't noticed such a huge speed drop in the evening before. So are these speeds I am getting are normal in the evening? Seriously?
It is getting worse. All my test were done by just one computer connected.

17/05/10 9:45 pm
Your line speed is approximately 84.8 Kbps or 10.4 KB/sec
( Where kb = kilobits and kB = kiloBytes )

I would've changed my ISP already if I didn't take the headphone deal for one year contract. sigh..
I resent above result to the Telecom support. Let's see how it goes.

johnr
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  #331302 18-May-2010 12:17
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You need to understand you are not the only person connected to the internet

John

 
 
 
 


Ragnor
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  #331308 18-May-2010 12:23
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1:  Can you post the line stats from your modem's admin ui?
2:  What exchange/cabinet are you on (http://www.telecomwholesale.co.nz/maps)?

Slow on both local and international speed tests in peak time would probably indicate exchange or backhaul congestion in your region (as opposed to congestion on the ISP's international links)

Your line > Cabinet/Exchange > Backhaul network > ISP network > ISP transit (national/international routes)

It would be useful if you can compare results from a local and international speed test in peak time

Local:
http://zeus.jetstream.co.nz/

International:
http://speedtest.net/
(Choose San Jose, CA, USA west coast)

Also remember residential internet is a shared network best effort service. You are in no way paying near enough for dedicated bandwidth. For example guaranteed dedicated 1Mbit/s (128 KB/s) not shared with anyone else is ~$600 /month.

Your monthly fee pays for use of a shared network service where performance will vary. Closest analogy is probably using the motorway in peak time.









cocoalove

9 posts

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  #331313 18-May-2010 12:35
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@Ragnor: The speeds are same both local and international from my experience. I will post line stats and test results as you suggested tonight. I understand I am on shared network and what I am paying for. Thanks for reminding that. But this is way too slow..

cyril7
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  #331355 18-May-2010 13:38
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Hi, my guess is that as you are on an old ASAM setup its probably got a limited aggregation uplink and during peak hours its saturating, resulting in poor speeds. Over the past resent years the uptake of BB has increased at such a rate that the infrastructure has not kept up with demand. To address this Telecom are upgrading all Exchanges (over 500lines) to ADSL2+ and overal service upgrade with the FTTN extention of the exchanges.

Have you checked when and if you are likely to be upgraded to ADSL2+ at your exchange or via a cabinet. The new ISAM dslams that allow this have superiour fibre based uplinks that are designed to give significant improvements in aggregation contention. Whilst Telecom could quite possibly upgrade the uplink to your current connection they may be loathed to if they have a major upgrade ready to happen soon.

Check your areas ADSL2+ upgrade possiblitys here

www.telecomwholesale.co.nz/maps

Cyril

cocoalove

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  #331375 18-May-2010 14:14
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Here is the exchange info.

This address is scheduled to be connected to a roadside cabinet using faster broadband equipment (ADSL2+ technology) by Apr 2011.

Exchange Area: East Tamaki
Show cabinets within exchange
ADSL2+ Upgrade: Dec 2007
VDSL2 Upgrade: Not yet available

Cabinet Name: ETM/BP
Upgrade Scheduled: Apr 2011

Unfortunately my house is located in old cabinet zone according to the map.

Bainn
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  #331376 18-May-2010 14:16
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Actually... all things considered, that was pretty good service. They did exactly what they said they were going to do. They were up front and informative too, even though it wasn't the outcome you were hoping for.

cyril7
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  #331384 18-May-2010 14:23
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Hi, yes according to the spreadsheet for cabinet upgrades ETM/BP is already loaded with an ASAM, therefore you can bet your bottom dollar that there is a copper or thin fibre uplink to the exchange that is limiting things.

Cyril

cocoalove

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  #331410 18-May-2010 15:09
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They could've given more information instead of just saying "In scope, case closed". For example, your area is very congested and the cabinet in your area can't keep up with demands until Apr next year. So I don't think it was a good service.

cyril7
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  #331412 18-May-2010 15:11
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Agreed

Cyril

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