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449 posts

Ultimate Geek
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  Reply # 102247 30-Dec-2007 09:24
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this has been going on for nearly two months to my knowledge  so the excuse of being looked at by the Vendor is wearing a bit thin. At what point does Customer service become No1 and the vendor replaces the hardware or whatever. cheers George

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Uber Geek
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  Reply # 102248 30-Dec-2007 09:41
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GEOMAX:

this has been going on for nearly two months to my knowledge so the excuse of being looked at by the Vendor is wearing a bit thin. At what point does Customer service become No1 and the vendor replaces the hardware or whatever. cheers George


There is always a trade off between how long it takes to ship equipment from overseas and how much time the vendor spends working on this (and all his other) problem.  It also depends how WxC obtained the equipment.  It it is through a local supplier, then we will have to wait.  I am an electronic engineer and time and again get frustrated by local suppliers telling me an item will take 6 to 8 weeks from the AU factory, then I phone Farnell (those that know, they are usually very expensive but very fast) and they also have to get it from the same factory an apologize that it will take 7 to 10 days (and turns out to be cheaper than the local supplier!).

I was fortunate in that I was affected only once, but I feel sorry for all the people plauged by this and I feel sorry for WxC staff who really can't do much about it.  We have a workaround that delays us only 20 seconds waiting for the modem to reboot, so really can't be that bad.

It's holidays, all vendors are closed so we will just have to wait.




You can never have enough Volvos!


 
 
 
 


449 posts

Ultimate Geek
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  Reply # 102253 30-Dec-2007 09:59
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Niel,
      a large ISP will have a SLA will pretty good deliverables. This would include working 100% long ago. It is starting to look like Xnet staff are muzzled like when Phil was in the US. iT IS TIME FOR SOMETHING A BIT BETTER THAN SORRY. cheers George

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Master Geek


  Reply # 102270 30-Dec-2007 11:46
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Im a little confused as to why this only started happening 2months ago if it has something to do with the hardware? would this not mean it was something xnet has changed on there end?

449 posts

Ultimate Geek
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  Reply # 102274 30-Dec-2007 11:58
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there was a post about late October  from xnet explaining how their hardware was being upgraded using routers which were (?) 50 times more powerful than anything else in New Zealand. Cant find it anymore but if anybody else can post a copy it may  be helpful. cheers George

493 posts

Ultimate Geek
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  Reply # 102346 30-Dec-2007 22:45
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I think this may be what you are talking about George http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=16255&page_no=12

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Uber Geek
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WorldxChange

  Reply # 102366 31-Dec-2007 10:33
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GEOMAX:
Niel,
a large ISP will have a SLA will pretty good deliverables. This would include working 100% long ago. It is starting to look like Xnet staff are muzzled like when Phil was in the US. iT IS TIME FOR SOMETHING A BIT BETTER THAN SORRY. cheers George


George, this isn't the case the issue is rather complicated and may be due to the code and how it is deployed within our network and is taking longer than we or you would like to be resolved, intially we though we had resolved the problem but this was not the case and this took some time to identify first time, we are now looking at the latest problem with the vendors working with them trying to work out the trigger which cause this this problem, it may appear from the outside that we are doing nothing but this far from the case trying to find the trigger when you have thousands of connections and finding one or two of these when they drop to these speeds is   rather difficult, SLA's cover equipment failures and software support but in cases where their may be a bug in the code, vendors have to fully address any issue they find in their code they also have to test, regession test and test again to make sure that any changes do not have a impact on these core routing devices, the equipment depolyed here is not something you rush a fix into unless it is hugely service impacting as determined by the equipment vendors, this particular issue is random and effects it seems a small amount of people at random times, getting a resolution to this does take time I'm sorry and since this is back with the equipment vendors we are dependent on them. Sorry dosn't cut it I know we are not happy with this ourselves but we don't have any more info  to pass on than this,




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

449 posts

Ultimate Geek
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  Reply # 102373 31-Dec-2007 11:39
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Phil,
      here is an article from your leader about 2 months ago with an inference that more information would follow.
http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=16255&page_no=12
Do you think this has been done?
cheers,
George



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  Reply # 102374 31-Dec-2007 11:42
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Hi Phil,

Something else to toss into the mix here. I have noticed some issues of variable speeds over the last little while. It may be congestion at the exchange, or heavy Christmas / New Year loads; but it could possibly be related to this on going issue too. What I am finding is sometimes my connection slows off, confirmed by a poor speedtest result, but then a minute or so later, full speed returns. Or sometimes the speed is just rather variable and gappy. Here are a couple of stats from a few minutes ago:


Speed test statistics
---------------------
Download speed: 2050880 bps
Upload speed: 653872 bps
Quality of service: 34 %
Download test type: socket
Upload test type: socket
Maximum download pause: 409 ms
Average download pause: 8 ms
Minimum round trip time to server: 1 ms
Average round trip time to server: 2 ms

and:


I'll continue to monitor this and if it seems to continue I'll get a few more stats together and log a fault.




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com




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  Reply # 102377 31-Dec-2007 12:06
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Hmmm, double strange; a reboot did fix it this time, but why was my speed to speedtest.xport.co.nz twice as fast as speedtest.net?

Stats now:

Speed test statistics
---------------------
Download speed: 2835752 bps
Upload speed: 641992 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 20 ms
Average download pause: 5 ms
Minimum round trip time to server: 2 ms
Average round trip time to server: 3 ms

and




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


449 posts

Ultimate Geek
+1 received by user: 11


  Reply # 102384 31-Dec-2007 13:01
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Fraser,
          I asked the help desk before Christmas ( Simon) about the differences in speed and was told off net speed tests are notoriously inaccurate so only use this one available through the support page
http://www.xnet.co.nz/speedtest/

In testing I have done  all off-net  sites show an upload speed 300k less .
I would like to know if anyone without VFX has the same problem.
cheers,
George
 



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  Reply # 102390 31-Dec-2007 14:43
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GEOMAX: Fraser,
          I asked the help desk before Christmas ( Simon) about the differences in speed and was told off net speed tests are notoriously inaccurate so only use this one available through the support page
http://www.xnet.co.nz/speedtest/

In testing I have done  all off-net  sites show an upload speed 300k less .
I would like to know if anyone without VFX has the same problem.
cheers,
George
 

George,

Yes you are correct that off net tests are not as accurate, and this is taken into account here. speedtest.xport.co.nz is "on net", and was compared to speedtest.net Auckland "off net". These tests based on long-term trends are generally comparable, but in this case were significantly different. You will note in the second set of tests after the router was reset, the two tests were comparable again, and in line with my router sync speed (approx 3meg).




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


3267 posts

Uber Geek
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  Reply # 102422 31-Dec-2007 17:47
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coffeebaron: ... and in line with my router sync speed (approx 3meg).


I wish my line speed was anything near my sync speed: 3.7M line speed but 9M to 11M sync speed 3km from the Pakuranga exchange.  Was always like that.

From Phil's reply it sounds like what I suspected.  You get different levels of support.  Our company offer 3 levels to service centres depending on which product it is related to.  Level 1 is the cervice centre has full circuit diagrams to replece individuel components, level 2 is they have block diagrams and can replace module, and level 3 is they have nothing and can replace only fully assembled chassis.  If the required service level is beyond what they are allowed to do, then the job has to be referred back to the factory service centre or R&D.  When it comes to software problem, it always gets refered back to R&D and I am well familiar with the debugging processes that Phil was talking about.  It is not as simple as changing a few lines of code, because you have no idea what else changed.  You can even get compiler bugs where there is nothing wrong with your source code but the compiler itself introduces a fault.

So Phil, thanks for your response (as always) and hope we get this sorted soon.




You can never have enough Volvos!


449 posts

Ultimate Geek
+1 received by user: 11


  Reply # 102423 31-Dec-2007 17:49
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all very confusing but I get from
http://www.xnet.co.nz/speedtest/
download 6951k
upload  780k

from here https://www.speedtest.net/
download 6977k
upload 421k

why the big difference in upload?
will it change if I cancel VFX and both be the same or will my service continue to slowly reduce to nothing and require an reboot?
It sounds easy but I don't want to come home as I did after 3 days at christmas and find everything stopped dead in its tracks and noboby in the family new  how to fix it.
I need a reliable system.
Enough said.
Cheers.
George

19 posts

Geek


  Reply # 102426 31-Dec-2007 18:22
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Although i haven't noticed the problem for a while, i too would like to thank Phil for the info. Although this issue doesn't matter as much to me as it seems to others, I'm glad to hear its still being worked on.

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