[TelstraClear] Telstra Clear ADSL Speed Issues (wiring or other fault?)

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Telstra Clear ADSL Speed Issues (wiring or other fault?)

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#619768 4-May-2012 19:28

lookout:
sbiddle: ?

7616 suggests you're connected at an ADSL profile rather than ADSL2+

Yeah, that'd be right as I live in the middle of nowhere! Still, why am I getting such slow speeds when the modem says it can get 7.6Mbps?

Where abouts in Auckland are you? Possibly you are connected to an older ADSL1 cabinet, or non upgraded exchange, so could be congestion.

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mercutio

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#619777 4-May-2012 19:41

DMC: ok - happy to stand corrected.

What I am trying to work out in my mind is that this seems to be a problem with congestion given it is only a major problem in the evening - which I assume is because everyone comes home from work and onto the internet,

If congestion I presume it is either a physical constraint somewhere in which case changing provider won't do much (but I think you are saying that it will not be a physical problem) or a problem with the TCL capacity that it is reserving, or the way it is peering etc (which may be the case given the TCL speedtest always shows good speeds when the other tests often show very poor speeds) in which case changing provider would solve the problem.

And yes I wouldn't mind VDSL (Chorus mapping tool says I can get it) but last time I looked (which was admittedly a while ago) it was expensive (often because there seemed to be an assumption that if you were on VDSL you wanted a lot of data which is not necessarily true).

i've heard of a few people having congestion on telstraclear. i'd assume it's handover congestion, just like other isp's hit earlier. telstraclear have their own equipment in some exchanges, but a lot of people are on cabinets these days. although if their own speed test is going fine, then maybe they're doing up stream shaping to fit within their dimensioning which their own speed test bypasses.

generally speaking i find it more useful to do "distant" speed tests. it's like when you have a wireless problem and you check the signal in the same room -- it's always going to work better when you're in close range. but if you have a problem, then you could have issues when you get further away. and just like wireless isn't very helpful when you're in the same room as you can just plug a cable in -- it's not nearly as useful to have internet to nearby places when all the juicy content is far away.

DMC

78 posts

Master Geek

#621209 7-May-2012 19:49

AndrewTarr - FYI latest response from TCL - may be of interest given you are also in Tauranga.

We have recently received a few similar reports of decrease in download speeds in your Tauranga area during peak hours. We have feedback to our suppliers to investigate if this is a network congestion issue. This issue is expected to be temporary, and there are already plans to upgrade the network capacity for Tauranga & surrounding districts within the next few weeks.

I have asked them what a "few weeks" means ....

TelstraClear

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#621754 8-May-2012 16:30

Hi everyone.

TelstraClear has bought more international data capacity to give customers a better Internet experience. Our customers have been taking advantage of our network and keen pricing to use the Internet to its fullest.

However, this is more data more quickly than we anticipated and has caused some people to experience slower than desirable Internet browsing at peak periods (most evenings). To again improve our customer experience we are substantially increasing our international capacity. Work is underway to add the infrastructure needed for this, and we expect the extra capacity to be in place by the end of next week.

Please note that there are many other factors that can impact on Internet speeds and you may not always notice a difference. In some cases, particularly where our customers are on a wholesale network that is already congested, you may notice little, if any, change. We are aware of these situations and have asked our wholesaler to increase its capacity to improve the service our customers receive.

I hope this update is helpful.

Gary

Superdan

7 posts

Wannabe Geek

#621881 8-May-2012 20:21

TelstraClear: Hi everyone.

TelstraClear has bought more international data capacity to give customers a better Internet experience. Our customers have been taking advantage of our network and keen pricing to use the Internet to its fullest.

However, this is more data more quickly than we anticipated and has caused some people to experience slower than desirable Internet browsing at peak periods (most evenings). To again improve our customer experience we are substantially increasing our international capacity. Work is underway to add the infrastructure needed for this, and we expect the extra capacity to be in place by the end of next week.

Please note that there are many other factors that can impact on Internet speeds and you may not always notice a difference. In some cases, particularly where our customers are on a wholesale network that is already congested, you may notice little, if any, change. We are aware of these situations and have asked our wholesaler to increase its capacity to improve the service our customers receive.

I hope this update is helpful.

Gary

This has been happening for at least two months according to Truenet.
https://www.truenet.co.nz/articles/truenets-march-report-isp-broadband-speed

Takes you that long to fix something?
Seriously going to move off this POS internet connection, 0.8 MB/s DL and 0.15 MB/s UL, bottom 8% in terms of internet connection speed in the country right now because its 8pm.

DMC

78 posts

Master Geek

#621898 8-May-2012 21:06

I must say I share the sentiment.

Have been a loyal TCL customer for nearly 15 years but I think it might be about time to chuck it in.

Existing customers appear to be getting screwed over capacity wise - tonight I am struggling to even use my gmail account, dropping connection to the works CITRIX server etc - and they are still advertising on TV to pick up more customers and make the situation worse.

I would have thought good practice would be let existing customers know there is a problem before we waste a lot of time trying to figure it out and be more specific in terms of timeframes for resolution.

In response to my question about what a few weeks meant the response was "There is no specific timeline on the resolution of this slow speed issue because this is still being investigated to determine the root cause."

Meanwhile I sit here paying full price for poor service ... for who knows how long.

TelstraClear

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Ultimate Geek

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TelstraClear

#622106 9-May-2012 10:21

Many things affect broadband speed, as stated in the last paragraph of our post above. There is also useful information on this on the Consumer NZ website.

This post also has some explanation of how the Internet and broadband works.

If you are having specific problems with your connection and you think there is a fault, please log it so that we can investigate.

Hope that's useful.

Gary

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#622134 9-May-2012 11:40

I think many here will have covered the basics Gary. We appreciate the feedback, but fundamentally there are larger issues which hopefully do get rectified soon as you allude to above.

I came from a Vodafone broadband plan with stunning speeds and using exactly the same modem/line/wiring setup have noticed significant drops in speed, especially at peak periods. To the point that my ipad buffers 20 seconds of a youtube clip and stops etc. At times certain tasks are basically a write off, and then at other periods of the day it's close to the original Vodafone offering again. The gear is certainly capable, and that hasn't changed between suppliers.

DMC

78 posts

Master Geek

#623294 10-May-2012 23:13

I did log a problem with the help-desk and they asked for the speed tests, which I sent, and the response to date has been that they are investigating and it may get resolved shortly.

Your post was illuminating and for the moment is keeping me from changing in the hope that this will be fixed by the end of next week - the family are a lot less tolerant than me and are very suspicious that I have done something to mess up their "internetness".

My observation would be that that information you provided should be given out by the help desk, how many TCL users would know to come to geekzone for an explanation. This issue is clearly affecting many users based on the comments on this forum and I would have thought it sensible to let people know more publicly that there is a problem before they all assume this is usual service level and thus "regret" shifting across.

I and I am sure the other posters would appreciate a regular status update as to how the resolution is tracking

As I sit here waiting 30mins to download a 30meg file the frustration builds ...

coffeebaron

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#623397 11-May-2012 09:40

As I sit here waiting 30mins to download a 30meg file the frustration builds ...

Oh how our expectations have changed - people would have been blown away by the possibly of downloading such an insane amount of data in an incredibly short amount of time just 5-10yr ago :)

What next? Wanting their mobile to have 200% nationwide coverage? (Oh, i think people expect that now too).

P.S. not a dig at you, just highlighting the ever changing world we live in and how our expectations have changed with it.

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DMC

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Master Geek

#623571 11-May-2012 15:17

Yes I know, I remember when I started working 20 odd years ago in a bank where we had this computer installed near the IT department with a dial-up modem where you could access the internet - and the pages took ages to load - not that at the time most of us knew what to do with it!

Should have paid some more attention, could have been well retired by now ...

In this case though the fustration is not the product, its the variation in service delivery given that we know what service should be and is often but not all the time.

mercutio

1392 posts

Uber Geek

#623576 11-May-2012 15:30

DMC: Yes I know, I remember when I started working 20 odd years ago in a bank where we had this computer installed near the IT department with a dial-up modem where you could access the internet - and the pages took ages to load - not that at the time most of us knew what to do with it!

Should have paid some more attention, could have been well retired by now ...

In this case though the fustration is not the product, its the variation in service delivery given that we know what service should be and is often but not all the time.

dialup with text based pages wasn't too bad.. but any graphics/java and argh.

AndrewTarr

30 posts

Geek

#624583 13-May-2012 23:24

Hi DMC,

Sorry, I disappeared on my Honeymoon

. Back and recovered now.

The speeds are good tonight, but were slow earlier. I'm very hopeful there will be a resolution in the next few days.

When it's going good it's great, when it's slow, I still have pages failing to load. During these times I cannot even ping some sites e.g. Google.

I'll keep checking and if needed I'm happy to provide Telstra with statistics. I haven't logged a call yet. We'll see how it goes based on the info they provided you.

Thanks

Mehul

13 posts

Geek

#625782 15-May-2012 21:44

I hope they fix it but I definitely wont be recommending TC to anyone anytime soon though...

DMC

78 posts

Master Geek

#627468 18-May-2012 19:05

Well back on the 8th new capacity would be on the way and by the end of next week all would be good. Well as I sit here on Friday night (being the end of next week) and the family is complaining is about the useless internet, a geekzone speed test returns a download speed of 0.68 (upload of 0.80) we are clearly not fixed

- no communication from TCL
- no idea when things will improve

Time to change ISP I think

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