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74 posts

Master Geek


# 40004 23-Aug-2009 11:29

How long do you think it should take to buffer a 3 minute youtube video (NON-HD) to the point where you can play it without having any Loading->Play for 1 second->Loading->Play for 1 second-> etc
??
30 seconds? 1 minute? 2 minutes?! more?


If you picked "More" then you are correct. 
It takes over 8 minutes to load a 3 minute youtube video to the point where you can play it without any pauses (NOTE: It has NOT loaded the entire video) with Xnet.


Now if I switch to the Telecom connection, guess what ? Only takes 20 seconds to load the ENTIRE video.


Strange... Lets contact the Xnet technical support about this issue:


Your technical support asks me to do speed tests and trace routes the first time this happened (back in Feb 2008), fine I have no problems with doing that, and I produced an entire weeks worth of data at 9am, 1pm and 8pm every day.
You don't respond, I say to myself 'they are working on it'. 
I ring you after a week, you first deny that I ever did contact you in the first place and that I never sent any data to you. Only when you see a SS of your initial email do you magically find the conversation and backtrack on your previous statement.
But you still insist that I resend the data, fine anything to get this finally fixed.
I ring your help desk the next day and find out that someone has (quote) "filed the issue under the wrong folder".
You assure me that you will contact me on Monday at 10:30am to update me on the status of the issue.
I see a small point of light at the end of this nightmarish tunnel, finally something might be done.


Monday comes and goes, Tuesday comes and goes. 
Wednesday, I contact you and you then say that the issue is not at your end but at my end. 
Strange, because when I show you the results of my Xnet connection and then switch over to my Telecom connection you can see that when I'm on telecom it works fine, but on Xnet its like I'm sharing a dial up connection with every other Xnet customer.
You then blame Telecom for having an overloaded exchange and that, that is the problem.
Interesting but no, because if it was then I would be having the same issue on my Telecom connection.
You assure me that it is because of an exchange issue and that you have escalated the issue to Telecom.
I ring back the next week to find that Telecom has responded that there is no issue with the exchange, your help desk staff then say that they have found the real issue and that it will take another week to fix.
That week comes and goes and no change in your issue.
I contact your help desk, and now there is no record of my conversations with you, no emails, nothing.
You check if any issues have been escalated to Telecom for this and find nothing.


Thank you for opening my eyes to how bad a help desk can be.
You belittle me at every turn, you assume no responsibility and push all issues to someone else (eg: Telecom), you disregard any evidence as lies and you fail to maintain ANY record of the issue.
All the while, I just want to be able to watch a 3 minutes non-HD youtube video, without having to wait for 8 minutes.




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48 posts

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  # 249785 23-Aug-2009 11:48
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i have had a similar experience - have been getting line drops every day at peak times (weekday evenings and weekends during the day). have rung numerous times, and been fobbed off onto telecom, teleocm tells me nothing is wrong with the infrastructure side of things. I personally think it because XNET tried to buy a little bandwisth as possible, and share it between all their customers, no matter how many they have. So when everyone is online, watching Youtube, downloading etc, the network is bottlenecked and so some people get dropouts and slow connection etc. Of course when I ask the idiot on the help desk, he tells me its either Telecoms fault or my fault. I have had an telecom engineer out to fit a dedicated linesplitter (for free! booya) , have setup my modem right, neighbour is on the same exchange and different provider - no problems, and yet somehow the helpdesk idiot tells me it is not XNEt's fault. If it wasnt for the fact that XNEt is the only provider which allows customisation of download cap size, and has reasonable prices, I would GTFO and never go back to them. As it is, I can't afford similar caps on other providers, so I get sh!t service. You get what you pay for, or in XNET's case, you dont get what you pay for.

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  # 249798 23-Aug-2009 12:33
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Without trying to defend Xnet have either of you performed basic tests such as isolating your modems or looking at ADSL stats?

Probably 75% of people's ADSL problems are *nothing* to do with the ISP. They are wiring related issues primarily related to poor household wiring.

Dropped ADSL connections are almost certainly nothing to do with the ISP involved, they're almost certainly a wiring issue.

If you want decent ADSL / ADSL2+ speeds the installtion of a master filter is essential.

What are you sync rates, attenuation and S/N figures?




 
 
 
 


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Master Geek


  # 249800 23-Aug-2009 12:42
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All thing consider, quite obviously Kyro switch to Telecom and just change the user /pw using the same modem and wiring. The speed difference clearly point at Xnet bandwidth. issue.

Yes I am thinking of changing too.

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  # 249802 23-Aug-2009 12:51
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Try Woosh Wireless,

Your service will be much better...

/sarcasm

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  # 249805 23-Aug-2009 12:55
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JUPITER2K: All thing consider, quite obviously Kyro switch to Telecom and just change the user /pw using the same modem and wiring. The speed difference clearly point at Xnet bandwidth. issue.

Yes I am thinking of changing too.


You can't just change a username and password and switch between ADSL providers. A single POTS line is tied back to a single ISP.


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  # 249835 23-Aug-2009 16:15
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Xnet has been well known for "not very good" peak time performance since mid-late 2007.

Best plan of action is to change ISP.


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  # 249851 23-Aug-2009 17:05
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The ONLY plan of action if you want better speeds, especially during *peak* times is to change ISP. But then you're also going to have to switch to a paid cap, rather than a customer adjustable pay-as-you-go system.

 
 
 
 


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Master Geek


  # 250185 24-Aug-2009 19:14
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Hi, I just changed from xnet pay per gig plan to Telecoms big time, and the speeds for everything is INFINITELY better.

Webbrowsing, facebook, remote desktop, youtube and torrents all now work perfectly fine. I logged into my home pc this morning from work and found I was downloading torrents at around 1000 kB/s (give or take 50 kB). Even during peak time it's easy to get about 100kB steady download while the nets still completely usable.

I waited a long time for xnet to get better, and it did slightly, but now I'm getting a far better service for less money.


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Master Geek


  # 250188 24-Aug-2009 19:27
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is there anywhere that holds a current comparison of plans / pricing to xnet?



Nate wants an iphone
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  # 250215 24-Aug-2009 20:59
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HybridE506r: is there anywhere that holds a current comparison of plans / pricing to xnet?



Here and here.




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Master Geek


  # 250218 24-Aug-2009 21:02
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HybridE506r: is there anywhere that holds a current comparison of plans / pricing to xnet?





NZ Connections wiki list plans and pricing.

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Master Geek


  # 250234 24-Aug-2009 21:28
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Thanks for the links, makes for easy comparisons :)

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  # 250431 25-Aug-2009 17:04
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sbiddle:
JUPITER2K: All thing consider, quite obviously Kyro switch to Telecom and just change the user /pw using the same modem and wiring. The speed difference clearly point at Xnet bandwidth. issue.

Yes I am thinking of changing too.


You can't just change a username and password and switch between ADSL providers. A single POTS line is tied back to a single ISP.



When I moved to Orcon I could log my router into either xNET or Orcon.   For a few hours I was still logged into XNET before I realised...   This was dispite the phone line changing from Fusion back to POTS.   

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  # 250997 27-Aug-2009 13:47
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I'm using ADSL2+ and live around 700 metres from the Wellington central exchange. I can't watch videos online (even if hosted in NZ) without buffering for a ridiculous amount of time. Xnet tell me that there is nothing they can do about Youtube speeds, but I ain't buying that for a second. We used Telecom previously and had no problem. I'm going to bite the bullet and pay the early termination fee to ditch this joke of a service.

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  # 251070 27-Aug-2009 18:37
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pedrogarcia: I'm using ADSL2+ and live around 700 metres from the Wellington central exchange. I can't watch videos online (even if hosted in NZ) without buffering for a ridiculous amount of time. Xnet tell me that there is nothing they can do about Youtube speeds, but I ain't buying that for a second. We used Telecom previously and had no problem. I'm going to bite the bullet and pay the early termination fee to ditch this joke of a service.


Yup, see my comment above, same situation as you (centralish wellington, crap speeds). Absolutely rubbish (i mean rubbish, me and my partner couldn't load web pages at the same time in the evening). You tube? I didn't even bother anymore... at least 10 times as long to load as play.

I thought oh maybe the exchange is overloaded, or there's some other kind of problem, this can't all be xnets fault.

But it was, I changed to telecom's plan and the service is just redicuously better.

Pay the disconnection fee, join telecom and remember the free modem (sell that or your current one) and a free months service will offset whatever disconnection fee you pay from xnet.

Even if you end up 100 bucks worse off you'll easily make that back in saved frustration and rage.  Or if you've recently joined tell them they're not providing the service they're meant to and try and get out of it.







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