Slow TrustPower GigaBit Internet

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5 posts

Wannabe Geek

#2177393 12-Feb-2019 22:43

For any of those with the same Netcom modem as me, download and install the latest firmware on it, sorry I can't help more no time :'(

https://support.netcommwireless.com/product/nf18acv#Firmware

wratterus

1687 posts

Uber Geek

#2177463 13-Feb-2019 08:57

My experience with the WiFi on those NF18ACV has been terribad. I would recommend getting a better router. Trustpower terminate voice to the ONT (one of the few good thing they do 😋) so anything that supports VLAN tagging will do.

All in ones - something like an Asus RT-AC58 or Archer C7/C9 will be better than what you have - otherwise if you really want the best from the connection, consider a Ubiquiti EdgeRouter or USG and a UniFi access point.

Honestly, if you are only using wireless clients, is there any point in having gigabit over say 200mbit?

taneb1

516 posts

Ultimate Geek

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Mercury

#2177499 13-Feb-2019 10:25

lchiu7:

I am going to use this thread rather than create a new one since the problem I am experiencing is similar.

Just got Fibre 100/20 installed in an apartment. Using the supplied Netcomm router.

Can't test over ethernet since I don't have any appropriate devices in the home at the moment but over WiFi, the latency is pretty bad. I can try to load a page and wait 10-20s for it to load and then it starts to load.

Tried on both 2.4 and 5GHz and it's about the same. And I am only a few metres from the router.

Did a couple of speedtests (not a great test I know but that's all I had and they were variable). These are both to a US site

The issue appears to be high latency since I tried watching Netflix using an Amazon FireStick after some wait, it started to play fine. It's just the initial load of pages that seems to take ages.

Did try to call the help desk but once I got hold of somebody and then they tried to connect me to tech support they said the wait was 50 minutes! Shades of TelstraClear days! I of course didn't wait and might try to call tomorrow when I am back at the house.

I wonder if I made the right decision on the ISP?

@lchiu7 Hi Laurence

Apologies for your experience last night, unfortunately last night we were experiencing a busy patch however currently wait times are under 10 minutes.

If you would prefer, please send me through your account number, best contact number and a time to call you and I can organize for someone to give you a call.

Thanks, Tane

Murdoc:

For any of those with the same Netcom modem as me, download and install the latest firmware on it, sorry I can't help more no time :'(

https://support.netcommwireless.com/product/nf18acv#Firmware

Trustpower currently utilizes our own custom firmware for Netcomm devices, so we would highly recommend to use the firmware that comes with the router.

This way we can ensure that any bug fixes or additional settings that are needed for our services are inside the router which are not always included with the generic firmware.

If there is a newer Trustpower firmware available, then the Contact Center team will be able to check for this and upgrade this over the phone if needed.

Any comments made are my personal views and does not represent those of my employer

vulcannz

436 posts

Ultimate Geek
Inactive user

#2177511 13-Feb-2019 10:46

Slow loading pages/page timeouts smells of fragmentation issues... ie MTU.

Are you able to set your WAN MTU on your router (and turn of fragmentation support)? Or manually set the MTU on your testing PC to 1420.

lchiu7

6470 posts

Uber Geek

Trusted

#2177518 13-Feb-2019 11:02

taneb1:
lchiu7:

I am going to use this thread rather than create a new one since the problem I am experiencing is similar.

Just got Fibre 100/20 installed in an apartment. Using the supplied Netcomm router.

Can't test over ethernet since I don't have any appropriate devices in the home at the moment but over WiFi, the latency is pretty bad. I can try to load a page and wait 10-20s for it to load and then it starts to load.

Tried on both 2.4 and 5GHz and it's about the same. And I am only a few metres from the router.

Did a couple of speedtests (not a great test I know but that's all I had and they were variable). These are both to a US site

The issue appears to be high latency since I tried watching Netflix using an Amazon FireStick after some wait, it started to play fine. It's just the initial load of pages that seems to take ages.

Did try to call the help desk but once I got hold of somebody and then they tried to connect me to tech support they said the wait was 50 minutes! Shades of TelstraClear days! I of course didn't wait and might try to call tomorrow when I am back at the house.

I wonder if I made the right decision on the ISP?

@lchiu7 Hi Laurence

Apologies for your experience last night, unfortunately last night we were experiencing a busy patch however currently wait times are under 10 minutes.

If you would prefer, please send me through your account number, best contact number and a time to call you and I can organize for someone to give you a call.

Thanks, Tane

Murdoc:

For any of those with the same Netcom modem as me, download and install the latest firmware on it, sorry I can't help more no time :'(

https://support.netcommwireless.com/product/nf18acv#Firmware

Trustpower currently utilizes our own custom firmware for Netcomm devices, so we would highly recommend to use the firmware that comes with the router.

This way we can ensure that any bug fixes or additional settings that are needed for our services are inside the router which are not always included with the generic firmware.

If there is a newer Trustpower firmware available, then the Contact Center team will be able to check for this and upgrade this over the phone if needed.

That's good to know since I was about to flash the new firmware. Let's see if the contact center can help out.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

lchiu7

6470 posts

Uber Geek

Trusted

#2177521 13-Feb-2019 11:04

vulcannz:
Slow loading pages/page timeouts smells of fragmentation issues... ie MTU.

Are you able to set your WAN MTU on your router (and turn of fragmentation support)? Or manually set the MTU on your testing PC to 1420.

This is an out of the box installation so I haven't changed anything. I would it expect it to be plug and play and not have to fiddle with internal settings

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

Jase2985

13457 posts

Uber Geek

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Lifetime subscriber

#2177543 13-Feb-2019 11:39

unless you can test via a wired (Ethernet connection) then you can rule out it being a wifi issue. that is the first thing you should be doing before wasting the call centres time

Equinox IT

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lchiu7

6470 posts

Uber Geek

Trusted

#2177555 13-Feb-2019 12:01

Jase2985:
unless you can test via a wired (Ethernet connection) then you can rule out it being a wifi issue. that is the first thing you should be doing before wasting the call centres time

In this world of phone's and tablets how many regular users still have a laptop or desktop they could plug into the ethernet connection to check it? This should be a seamless out of the box installation.

Anyway thanks to to Tane the call centre got back to me immediately and asked me to make the temporary change to a network setting on the router and that has fixed the problem. So props to Tane and apparently they are rolling out a firmware fix to address this problem for all users. Now the internet is performing as I would expect.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

vulcannz

436 posts

Ultimate Geek
Inactive user

#2177580 13-Feb-2019 12:31

So what was the fix?

lchiu7

6470 posts

Uber Geek

Trusted

#2177596 13-Feb-2019 12:54

vulcannz:
So what was the fix?

Since this was a temporary fix pending a firmware upgrade and I was advised it might not work for all customers including myself, perhaps I will let Tane make the decision if he wants to advertise the fix in a public forum albeit with a somewhat specialised audience.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

Jase2985

13457 posts

Uber Geek

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Lifetime subscriber

#2177728 13-Feb-2019 15:53

@lchiu7 totally understand that, but they are an INTERNET service provider, not a wifi provider, that is a bonus and not generally something they support (wifi issues)

the only fool proof way to test a given setup and remove variables is to test over Ethernet, which removes the variable of wifi which can and does induce latency and lowers the speed. hence that suggestion.

i hate to think how many hours are wasted on support calls by people who claim to have internet issues when they turn out to be wifi issues. buts

backfiah

219 posts

Master Geek

#2177749 13-Feb-2019 16:21

Jase2985: @lchiu7 totally understand that, but they are an INTERNET service provider, not a wifi provider, that is a bonus and not generally something they support (wifi issues)

the only fool proof way to test a given setup and remove variables is to test over Ethernet, which removes the variable of wifi which can and does induce latency and lowers the speed. hence that suggestion.

i hate to think how many hours are wasted on support calls by people who claim to have internet issues when they turn out to be wifi issues. buts

If they're gonna supply a router with WiFI capabilities and make you go on a contract to get it free, then you expect them to support that functionality...

Jase2985

13457 posts

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#2177772 13-Feb-2019 16:37

backfiah:

then you expect them to support that functionality...

IMO that expectation is highly flawed

they do it out of convenience to the end user

lchiu7

6470 posts

Uber Geek

Trusted

#2177813 13-Feb-2019 17:23

Jase2985: @lchiu7 totally understand that, but they are an INTERNET service provider, not a wifi provider, that is a bonus and not generally something they support (wifi issues)

the only fool proof way to test a given setup and remove variables is to test over Ethernet, which removes the variable of wifi which can and does induce latency and lowers the speed. hence that suggestion.

i hate to think how many hours are wasted on support calls by people who claim to have internet issues when they turn out to be wifi issues. buts

I have a reasonably strong understanding of networking and was pretty sure it wasn't a WiFi issue, After all when the speedtest actually ran, I was getting speeds to the US which were fine.

I tested with several devices including two phones and an Amazon FireStick, on both 2.4 and 5GHz. It was clearly some sort of latency issue. It would take several seconds to load a page on a phone which isn't that much data

Once I implemented the fix supplied by the call centre techs, response time was as expected and it was clear it was a backend issue, nothing to do with WiFi or the router itself.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

RunningMan

8953 posts

Uber Geek

#2177817 13-Feb-2019 17:32

Jase2985:

IMO that expectation is highly flawed

they do it out of convenience to the end user

Consumer law would disagree with you though! They are supplying a product, be it for a charge or even a gift, then the consumer can expect the product be fit for the advertised purpose, and free from any major faults.

That's not to say that people should expect gigabit throughput over wifi (except in edge cases, that clearly isn't realistic), but they can expect it to work for its advertised purpose, and if doesn't, then get some sort of satisfactory resolution from the supplier.

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