[TelstraClear] Low bandwidth, high latency in Tauranga

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33 posts

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#624578 13-May-2012 22:59

DonGould:
allistar: A sign that people have gone to bed and congestion is lower?

Yip

I'll see what TelstraClear say. If it is congestion related and they don't fix it, then that's pretty poor customer service

What would you consider an acceptable time frame for them to sort it out?

A week is too long. I'd say a few days. I do a lot of after hours work from home and rely on a decent connection.

mercutio

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#624579 13-May-2012 23:01

allistar:
DonGould:
allistar: A sign that people have gone to bed and congestion is lower?

Yip

I'll see what TelstraClear say. If it is congestion related and they don't fix it, then that's pretty poor customer service

What would you consider an acceptable time frame for them to sort it out?

A week is too long. I'd say a few days. I do a lot of after hours work from home and rely on a decent connection.

my guess is you'd be looking at a couple of weeks for them to fix it.. you never know though. maybe they can migrate your connection to a different handover.

allistar

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#624580 13-May-2012 23:05

mercutio:

my guess is you'd be looking at a couple of weeks for them to fix it.. you never know though. maybe they can migrate your connection to a different handover.

I have a business account with them. I'll see if this same problem exists in the evening from that connection (thanks to the ease of ssh) and then I can use business clout to get them to sort it out. They tend to be a bit more responsive to business users.

mercutio

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#624581 13-May-2012 23:07

allistar:
mercutio:

my guess is you'd be looking at a couple of weeks for them to fix it.. you never know though. maybe they can migrate your connection to a different handover.

I have a business account with them. I'll see if this same problem exists in the evening from that connection (thanks to the ease of ssh) and then I can use business clout to get them to sort it out. They tend to be a bit more responsive to business users.

i dunno if you have linux on either of these connections.. but smokeping is really good for graphing these kinds of things.

http://oss.oetiker.ch/smokeping/

cacti also has a plugin that can do a http request every polling period.. which you can use to check how long it takes to pull down a file.. but that uses more bandwidth than ping, and is more complicated to setup. smokeping is pretty easy as long as you have a linux vm or host that runs all the time.

DoomlordVekk

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#624589 14-May-2012 00:05

Where's DV tonight? He'll know if there's a BRAS in Tauranga. I would think there would be given the size of the place. I'd guess it would be servicing the whole region.

I'm lurking and trying to avoid being Don' Magic 8 Ball as far as what bit of which pipe connects to the bandwidth widget in Tauranga... :P

We'll have a chat with the men that plumb the data around the place and see if we can identify any backed up sewer pipes in TGA.

The correct thing to do is log a fault with the Service Desk, yes, I'm aware I might be condeming someone to a 40 minute episode of Muzak but that does start the wheels turning and gives life to the process.

"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

allistar

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Geek
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#624597 14-May-2012 07:29

allistar:
I have a business account with them. I'll see if this same problem exists in the evening from that connection (thanks to the ease of ssh) and then I can use business clout to get them to sort it out. They tend to be a bit more responsive to business users.

I have noticed that my business account (also with TC) connects to the exact same gateway. Pinging it from my work computer see an average is 30ms (at 7:30am). I consider this to be far too slow.

I have a client in Auckland whose servers I have access to. They are with Orcon. Pinging the 121.75.96.1 gateway from there takes about 5ms. And that's done in 8 hops. It's only 1 hop from me and yet takes 30ms. Something is not right with that.

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frizianz

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#624631 14-May-2012 08:59

allistar:
allistar:
I have a business account with them. I'll see if this same problem exists in the evening from that connection (thanks to the ease of ssh) and then I can use business clout to get them to sort it out. They tend to be a bit more responsive to business users.

I have noticed that my business account (also with TC) connects to the exact same gateway. Pinging it from my work computer see an average is 30ms (at 7:30am). I consider this to be far too slow.

I have a client in Auckland whose servers I have access to. They are with Orcon. Pinging the 121.75.96.1 gateway from there takes about 5ms. And that's done in 8 hops. It's only 1 hop from me and yet takes 30ms. Something is not right with that.

Point to Point Protocol - Means you wont see whats in between you and it as it will be traveling over the Chorus network. For all you know it could be in China.

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mercutio

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#624689 14-May-2012 10:16

allistar:
allistar:
I have a business account with them. I'll see if this same problem exists in the evening from that connection (thanks to the ease of ssh) and then I can use business clout to get them to sort it out. They tend to be a bit more responsive to business users.

I have noticed that my business account (also with TC) connects to the exact same gateway. Pinging it from my work computer see an average is 30ms (at 7:30am). I consider this to be far too slow.

I have a client in Auckland whose servers I have access to. They are with Orcon. Pinging the 121.75.96.1 gateway from there takes about 5ms. And that's done in 8 hops. It's only 1 hop from me and yet takes 30ms. Something is not right with that.

most of that will be adsl versus ethernet. although you may want to ask to have interleaving disabled.

allistar

33 posts

Geek
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#625142 14-May-2012 22:24

I have heard back from TelstraClear support:

While this is being said, we are also investigating a speed issue in your area and while some upgrades were put in place late last week we're still conducting a few more to help alleviate the issues. It is a rather widespread problem and has therefore been given top priority. I've created case T6475735 for you and attached it to the master case for this fault. Unfortunately there's no ETA I can give you at this stage.

I find this completely unacceptable. I have 3 separate TC account (2 residential and 1 commercial) and all 3 are next to useless during the evenings. It basically means I cannot work in the evenings, which is costing me.

Why do they fail to show such service failings on their service status page? I would consider a "maximum speed" service only being able to deliver 30kB/s as something worthy of being mentioned as a service outage.

Fingers crossed TC fix this issue very promptly.

In the meantime I am installing smokeping to see what it finds (though downloading the source for it and required packages will be painful with such a primitive connection speed).

Behodar

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#625260 15-May-2012 09:10

I reported the issue ten days ago (it's affecting Whakatane too) and had the following back:

Your case is being looked into, the investigations findings will be logged in ticket T6450660. We have recently received a few similar reports of decrease in download speeds in your Tauranga & surrounding Whakatane districts during peak hours. We have feedback to our suppliers who is currently investigating this.

A couple of hours later the job was changed to "solved" with no further information, but clearly still wasn't working correctly.

allistar

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#625267 15-May-2012 09:20

Behodar: I reported the issue ten days ago (it's affecting Whakatane too) and had the following back:

Your case is being looked into, the investigations findings will be logged in ticket T6450660. We have recently received a few similar reports of decrease in download speeds in your Tauranga & surrounding Whakatane districts during peak hours. We have feedback to our suppliers who is currently investigating this.

A couple of hours later the job was changed to "solved" with no further information, but clearly still wasn't working correctly.

Time for people to start complaining heavily. I will be asking for a discount off my 3 TC accounts until this has been fixed. The problem is starting to cost me some serious money.

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DonGould

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#625673 15-May-2012 19:25

allistar: Time for people to start complaining heavily. I will be asking for a discount off my 3 TC accounts until this has been fixed. The problem is starting to cost me some serious money.

If it's costing you money I think it's well time that you got a Telecom service in your place as well, and a 3G back up service.

It always makes me scratch my head over people who work from home on $2.50 a day of comms but have two cars in the drive way, more than one shirt, spare shoes, you get the idea!

Seriously, you're earning $200 a day, you have to allow for some expenses.

$2.50 is more than most people in Wellington pay to get on the bus or train each day to work from a city.

As for complaining to TCL, as DV has said above, make sure you've raised a trouble ticket with the helpdesk.

I've dealt with crap like this in other countries before. I've found it very effective to post the trouble ticket numbers in the public forum space.

When you call the HD, quote the collection of other peoples numbers at the same time so that the CSR can link your problem with the other people having the same issue. Doing this can often help to get more traction more quickly.

Having said that, I suspect that TCL have the message on this one ;)

With respect to credits and discounts, when you're paying $500 a month for a 1mbit CIR service with a 24/7 SLA on a dedicated fibre link, having paid more than $5,000 + GST to have it provisioned, after 12 weeks of planning, then I totally agree with you, 20 seconds down time and you get 6 months penalty payment with an apology personally signed by the CTO and CEO! But $75/month for phone and data.... anyone looking for a credit on that one, "...get ya hand off it mate".

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mercutio

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#625686 15-May-2012 19:35

DonGould:
With respect to credits and discounts, when you're paying $500 a month for a 1mbit CIR service with a 24/7 SLA on a dedicated fibre link, having paid more than $5,000 + GST to have it provisioned, after 12 weeks of planning, then I totally agree with you, 20 seconds down time and you get 6 months penalty payment with an apology personally signed by the CTO and CEO! But $75/month for phone and data.... anyone looking for a credit on that one, "...get ya hand off it mate".

keep dreaming, frame relay used to cost around that.. and have much longer than 20 second outages..

especially when it goes between cities.

the best way to have reliability for "always on" connectivity is to have multiple links that don't share backhaul/infrastructure.

allistar

33 posts

Geek
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#625698 15-May-2012 19:53

DonGould:
allistar: Time for people to start complaining heavily. I will be asking for a discount off my 3 TC accounts until this has been fixed. The problem is starting to cost me some serious money.

If it's costing you money I think it's well time that you got a Telecom service in your place as well, and a 3G back up service.

It always makes me scratch my head over people who work from home on $2.50 a day of comms but have two cars in the drive way, more than one shirt, spare shoes, you get the idea!

Seriously, you're earning $200 a day, you have to allow for some expenses.

$2.50 is more than most people in Wellington pay to get on the bus or train each day to work from a city.

I don't think it's unreasonable to expect the service they state they will provide to actually be provided. It's not unreasonable for them to expect me to pay for the service they provide me, so long as it's what we agreed would be provided. 46 hours for a 1.4Gb file is not what I agreed.

I don't mind so much that they have an issue - this stuff happens. I do mind when then cannot give an ETA, and when their status page doesn't show a hint of anything being wrong with their service. From what I've read this is impacting Tauranga through to Whakatane - a fairly significant issue I would have thought.

So why isn't it mentioned on their service status page?

As for complaining to TCL, as DV has said above, make sure you've raised a trouble ticket with the helpdesk.

I've dealt with crap like this in other countries before. I've found it very effective to post the trouble ticket numbers in the public forum space.

When you call the HD, quote the collection of other peoples numbers at the same time so that the CSR can link your problem with the other people having the same issue. Doing this can often help to get more traction more quickly.

Having said that, I suspect that TCL have the message on this one ;)

Not being able to give me an ETA doesn't seem like they've got the message to me. Not mentioning this on their network status page doesn't sound like they've got the message.

With respect to credits and discounts, when you're paying $500 a month for a 1mbit CIR service with a 24/7 SLA on a dedicated fibre link, having paid more than $5,000 + GST to have it provisioned, after 12 weeks of planning, then I totally agree with you, 20 seconds down time and you get 6 months penalty payment with an apology personally signed by the CTO and CEO! But $75/month for phone and data.... anyone looking for a credit on that one, "...get ya hand off it mate".

If I buy a dozen eggs, I expect 12. Not 10. If I buy a "maximum speed" connection and my modem connects at 18Mb/s downstream speed, I expect more that a constant 30kb/s connection from local servers.

I don't get why people would willingly pay a company for providing less of a service than they agreed to provide. Would you pay your mechanic to NOT fix your car? Sounds like that what you expect of an ISP. That just seems odd to me.

DonGould

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#625709 15-May-2012 20:10

mercutio: keep dreaming, frame relay used to cost around that.. and have much longer than 20 second outages..

especially when it goes between cities.

the best way to have reliability for "always on" connectivity is to have multiple links that don't share backhaul/infrastructure.

Telecom - CBD - 5 hour outage - Christchurch 1987.

I really think we all need some perspective ;)

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