Deteriorating VF cable performance - is it worth complaining?

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johnr

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#1259695 15-Mar-2015 15:59

Sideface: An update re my dying "100/10Mbps" cable connection.
At my second attempt I managed to get onto VF faults after "only" 35 minutes.
The CSR was helpful and friendly and advised me that I should ring before 7am to avoid a long wait <<< Geekzoners, take note

I was talked through connecting my PC directly to my modem, in case my router was the cause of the slow connection (it wasn't).
I've been asked to record my "routerless" speeds for 2 days and then ring back.

So far my speeds are even slower than yesterday - by 3pm I was already down to 10Mbps - this does not "normally" happen until after 6pm - I await 9pm with interest.

Will keep you posted ...

Also post your location down to street if you don't mind doing so, If not then DM me your fault ticket number

Sideface

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#1261393 18-Mar-2015 08:23

UPDATE:

The Story so Far

A previously rock-steady VF 100/10 Mbps cable connection in Island Bay, Wellington progressively slows down during peak hours over 2 months.

I phoned VF faults on Sunday and was asked to measure speeds with my PC wired directly to the Cisco modem.
I phoned back VF faults this morning, as requested, and was answered within seconds! (at 7am). Helpful and courteous, as usual.

Typical downstream local speeds from the VF Wellington speed test server, measured PC-to-modem:

12 midnight to early afternoon: 100 Mbps, as per normal
by 4pm: below 50 Mbps
by 6pm: 10-20 Mbps
by 9pm: well below 10 Mbps (see screen capture)

I was told that local capacity was saturated at prime time, that there was "nothing we can do" and that they were not aware of any upgrades pending.

I'll be resuming TrueNet speed testing this week, and it will be interesting to see the results.

Fibre will not be available here until late 2019, so I'm stuck with cable.

3/10 Mbps at 9pm on Monday night (IP erased)

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johnr

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#1261402 18-Mar-2015 08:44

@Sideface the person you are dealing with may not be aware of any changes but I am as I have already posted

mattbush

784 posts

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#1261408 18-Mar-2015 09:02

I recall JohnR saying VF was doing huge things to cable late last year?

Has that been canned?

From the number of issues posted cable seems to be far from in a good state.

johnr

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#1261420 18-Mar-2015 09:32

mattbush: I recall JohnR saying VF was doing huge things to cable late last year?

Has that been canned?

From the number of issues posted cable seems to be far from in a good state.

No that was not canned and all work as planned was completed, This speed issue impacting some customers is not related

Sideface

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#1264335 20-Mar-2015 22:24

UPDATE

Normal services have been resumed

100/10 Mbps cable, Island Bay Wellington

After several weeks of severe peak-time congestion, up to and including last night, cable speeds have suddenly improved today.

Last night at 10pm - less than ADSL speed

Tonight at 10pm - 20 times faster!

(IP address erased)

My thanks to whoever fixed it - the cable service here is now back to 2014 standard.

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#1264835 22-Mar-2015 09:13

UPDATE

Normal services have been resumed - Part 2

100/10 Mbps cable, Island Bay, Wellington

After two glorious days of full local speeds (high 90s at 9pm!) I have noticed that my international speeds have improved too.

At 4pm yesterday I was able to download from a UK proxy server at 90Mbps (using a download manager, downloading 4 large files simultaneously).

Happy Camper

Sideface

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