[TelstraClear] YouTube poor performance on TelstraClear

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81 posts

Master Geek
+1 received by user: 8

#298684 13-Feb-2010 17:05

Looks like Metservice is now going from TCL via ICONZ back to WIX and not via USA currently, so that is a bit of an improvement there....

jmacg

45 posts

Geek

#298686 13-Feb-2010 17:09

Did you give them a summary of what it's all about in non-technical layman's terms? Sure hope so: this thread would be incomprehensible to your average TV show researcher or producer.

Jmacg

Wellington, NZ

peroski

37 posts

Geek

#298690 13-Feb-2010 17:24

jmacg: Did you give them a summary of what it's all about in non-technical layman's terms? Sure hope so: this thread would be incomprehensible to your average TV show researcher or producer.

Summarised in laymans terms and focused more on the fact that they know there is an issue but won't communicate with their customers. I also referenced their ad campaign http://www.youtube.com/watch?v=RIaZnK4FV-g which emphasises their speed as being superior to their competitors and also gave them a link to the NBR article which reported the ASA ruling on that campaign http://www.nbr.co.nz/article/asa-telstraclears-tc-too-mean-bill-114417
Perhaps somebody with more technical knowledge could contact them to assist.

Stix

81 posts

Master Geek
+1 received by user: 8

#298691 13-Feb-2010 17:25

Good point - Peter G is a technology reporter and will understand the issues if it is news worthy enough for them/him...
Cheers

Screeb

698 posts

Ultimate Geek
+1 received by user: 52

#298705 13-Feb-2010 18:37

anatoki:
How do you know that TCL isn't working on a fix with Google?

On top of what others have said, it's still besides the point - the fact is that for the last 5 months, YouTube performance on TCL has been terrible. 5 months, no official acknowledgement, no apology, no compensation, nothing except behind-the-scenes rumours and mumblings. Why is it OK that our service can be crippled for half a year, with no acknowledgement, just because it's supposedly being worked on months after the issue was first raised?

jmacg

45 posts

Geek

#298707 13-Feb-2010 18:51

peroski:
jmacg: Did you give them a summary of what it's all about in non-technical layman's terms? Sure hope so: this thread would be incomprehensible to your average TV show researcher or producer.

Summarised in laymans terms and focused more on the fact that they know there is an issue but won't communicate with their customers. I also referenced their ad campaign http://www.youtube.com/watch?v=RIaZnK4FV-g which emphasises their speed as being superior to their competitors and also gave them a link to the NBR article which reported the ASA ruling on that campaign http://www.nbr.co.nz/article/asa-telstraclears-tc-too-mean-bill-114417
Perhaps somebody with more technical knowledge could contact them to assist.

Great stuff. The only thing I would have added is that TCL uses its alleged performance advantage, plus (I always thought curiously) winning user polls in the past, as an excuse to charge a premium price - indeed to have actually increased the price last year, right against the usual trend in ISP pricing.

Jmacg

Wellington, NZ

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anatoki

85 posts

Master Geek

Trusted

#298739 13-Feb-2010 22:12

Screeb: Why is it OK that our service can be crippled for half a year, with no acknowledgement, just because it's supposedly being worked on months after the issue was first raised?

So because you're having issues with one particular website, that means your [internet] service is crippled?

For the whole time I've been a member of these forums, you've always had a very negative attitude towards TCL but yet still remain a customer of TCL. Why is this?

The YouTube issues are frustrating but they're not the end of the world, and certainly not a deciding factor for me in choosing an ISP.

In regards to the service status pages - Why would ANY ISP report that they're having connectivity issues to one particular website?

peroski

37 posts

Geek

#298762 14-Feb-2010 00:39

anatoki:
Screeb: Why is it OK that our service can be crippled for half a year, with no acknowledgement, just because it's supposedly being worked on months after the issue was first raised?

So because you're having issues with one particular website, that means your [internet] service is crippled?

For the whole time I've been a member of these forums, you've always had a very negative attitude towards TCL but yet still remain a customer of TCL. Why is this?

The YouTube issues are frustrating but they're not the end of the world, and certainly not a deciding factor for me in choosing an ISP.

In regards to the service status pages - Why would ANY ISP report that they're having connectivity issues to one particular website?

That one website is the worlds 4th most visited website (Alexa rank).

Putting aside customer service and Youtube they IMO provide the best internet connection

If I were a manager at TCL I would report it as a fault on the website because I would see 15,000 views of a thread discussing our poor performance (that being customer service and Youtube performance)

Screeb

698 posts

Ultimate Geek
+1 received by user: 52

#298763 14-Feb-2010 00:43

anatoki:
So because you're having issues with one particular website, that means your [internet] service is crippled?

In regards to the service status pages - Why would ANY ISP report that they're having connectivity issues to one particular website?

Responding to both of these with the same answer: Because YouTube is an extremely popular site. It's also not just about YouTube. Lack of peering is the root cause (or at least would be a solution), and it slows down a whole heap of other things, like anything from CityLink.

anatoki:
For the whole time I've been a member of these forums, you've always had a very negative attitude towards TCL but yet still remain a customer of TCL. Why is this?

Because it's not my decision to make. Trust me, if I could switch ISPs, I would.

freitasm

BDFL - Memuneh
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Geekzone

Lifetime subscriber

#298807 14-Feb-2010 10:56

anatoki:
Screeb: Why is it OK that our service can be crippled for half a year, with no acknowledgement, just because it's supposedly being worked on months after the issue was first raised?

So because you're having issues with one particular website, that means your [internet] service is crippled?

For the whole time I've been a member of these forums, you've always had a very negative attitude towards TCL but yet still remain a customer of TCL. Why is this?

The YouTube issues are frustrating but they're not the end of the world, and certainly not a deciding factor for me in choosing an ISP.

I will jump into that... Someone asked in my blog "so why don't you change from TelstraClear?" simply put because they still offer the most reliable Internet service here. Upload speeds are consistent, as download speeds. You get the same speed anywhere in the HFC network, unlike DSL technologies where your speed degrade as your distance to a connection point increases.

I work from home and use my 80GB share and more some months - online backups (that upload speed again!), tests, digital media from iTunes (entire movies come down in less than 20 minutes in most days) and so on.

But YouTube is a popular site and a lot of content is hosted there. There's is no way around it.

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freitasm

BDFL - Memuneh
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#298811 14-Feb-2010 11:01

peroski:

If I were a manager at TCL I would report it as a fault on the website because I would see 15,000 views of a thread discussing our poor performance (that being customer service and Youtube performance)

Also another 15,000 views on my blog post so far... 30,000 views for a New Zealand-only problem on a New Zealand ISP is quite a good number for a very niche problem - technology is a barrier for a lot of people.

This also means a few TCL people read these discussions. They know about this. Also means a few MSM journalists saw it too, but decided it's not "newsworthy". Probably because they didn't grasp the whole "peering/content traffic" problem yet.

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nzfatmatt

114 posts

Master Geek
+1 received by user: 13

#299124 15-Feb-2010 15:39

It's usable today.

4 minute 30 video at 480p, was downloaded after 3 minutes 25 of watching, so no stutter.
2 minute 25 video at 720p, Had 3 short (less than 5 seconds each) buffers as it caught up as watching.

So a lot better then the last few days, especially since there was no buffering on anything under 720p, but could always be better.

Kelburn, Wellington

eXDee

4033 posts

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#299145 15-Feb-2010 16:36

I'm currently using the following hosts file from tehyitz on gpforums.
It redirects all traffic to a faster server, and now youtube is usable.

http://www.gpforums.co.nz/thread/381621/2/attachment.php?s=&postid=6811872

Note that you will have to watch this thread to see if it gets fixed to revert the changes. Also if youtube stops working or has issues, its also suggested to remove this.

mattbush

784 posts

Ultimate Geek
+1 received by user: 102
Inactive user

#299147 15-Feb-2010 16:47

I am not changing anything...I want m ISP to tellme whats wrong and how to fix it.

I see people trying to change all sorts of things..but its a TCL problem, not mine. Youtube is a key site for people to use worldwide and if TCL wont let its cable customers access it to a usable degree then they are providing a product/service that is not usable in the way it is intended.

Youtube is as much a business tool nowdays as it is a entertainment tool and this degree of ignorance by TCL is appalling.

It took geekzone patrons anger to get TCL to admit there was an issue with ARP on Wellington cable a year or so ago, which has made the cable service unusable for gaming customers.

Simply not good enough.

JonC

425 posts

Ultimate Geek

#299161 15-Feb-2010 17:55

nzfatmatt: It's usable today.

4 minute 30 video at 480p, was downloaded after 3 minutes 25 of watching, so no stutter.
2 minute 25 video at 720p, Had 3 short (less than 5 seconds each) buffers as it caught up as watching.

So a lot better then the last few days, especially since there was no buffering on anything under 720p, but could always be better.

Kelburn, Wellington

Same for me - big improvement today from last week. Be interesting to see if it's watchable during peak traffic times - i.e. in the evening.

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