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

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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
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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
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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
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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
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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
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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
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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
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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.
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Complex Technical Support
Telecom New Zealand Limited
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