Would you accept this from your ISP?

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#502446 5-Aug-2011 14:51

And their Twiter and Facebook:

http://twitter.com/#!/snapinternet
http://www.facebook.com/SnapInternet

Seems quite often these days a little negative publicity in social media can get things moving.

richms

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#502453 5-Aug-2011 15:20

Getting a tech out to check the wiring is pretty risk free, they dont like to be the ones that make customers end up paying $200 etc.

Only thing is if it really is your internal wiring because its a whole bunch of crap or installed in ways that violate standards and specifications then you _should_ be charged - but as the callout is the same as the price to get a full install done and the normally do that when sorting out really dodgey wiring then you are no worse off. $200 wouldnt get you much time with a sparky etc to troubleshoot your wiring anyway.

IMO, get the tech out, be prepared to stump up the $200 if your jacks are all corroded, or they are wired with power cable, or some moron has cable tied them to power wires etc, because that is your fault, but if its all ok wiring, and nothing stupid is plugged in etc then the tech wont blame the wiring because it probably wont be the wiring.

Richard rich.ms

GeoffisPure

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#502748 6-Aug-2011 14:34

Thanks guys. As per your recommendations, I have asked Snap to send out a Chorus technician, as per the following email from the Snap representative (I also linked him to this thread).

> The only thing I can now think of that would possibly cause this type of
> fault is listed below: (taking out the possibilities of customers
> equipment/power lines running near your phone-line)
>
> Oxidation on a joint somewhere between the phone exchange and your
> jackpoint. This can cause issues similar to yours. However, we will not
> know if it's a fault internally with your house wiring or further along
> the line. Due to the uncertainty of where this fault may be; I would not
> recommend getting your own electrician to come out (as internal wiring may
> not be faulty). Logging chorus check the wiring from the exchange through
> to your jackpoint would be the best idea; because if it's anywhere up to
> the demark point at your end - they will fix the fault with no charge. If
> there's a fault with wiring from Demark > jackpoint they would charge the
> $200.00 No fault found fee + there would be the wiring fee to have this
> repaired.

I'll let you know how I get on, but I'll be absolutely gutted if doing this doesn't locate the problem...

GeoffisPure

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#505651 12-Aug-2011 17:37

Sigh, I'm still being delayed and mucked around:

Just an update- wholesale have once again come back with the following results: (they're still not sending out a chorus engineer, as they're finding no 'abnormalities on the line' therefore the tech that goes out will just say there is no fault).

'The tracerts and speedtests indicate no issues. The DSL sync rates are very good and stable. This has zero interleaving and could account for the issue the customer is experiencing. I have set the port profile to a standard ADSL2+ Interleaved profile; Please see if the customer is still experiencing the issue'

Could you please try a download and let me know how it goes and I'll amend this fault? / provide another screenshot of this speed fluctuation on a new download (this is what they're requesting).

I have replied with more speed tests showing no improvement:

Talkiet

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#505765 12-Aug-2011 21:21

It's not a physical ADSL line issue. The pattern looks like there's something happening on a regular cyclic basis that is killing all connections every X seconds... The ramp up pattern is typical of TCP slow start behaviour.

You've been waaaayyyyy too patient with this issue. Send a registered letter to the ISPs CEO / owner, whatever, and send copies (email) to their helpdesk, support emails etc.

What happens if you hugely multithread? By this, I mean line up 3-4 downloads and have them all paused - each one configured to download in 8-10 threads each), and then unpause each download 10 seconds apart.

I want to see if the individual sessions all die at the same time, or if each set of threads for each individual download die at their own interval.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

GeoffisPure

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#505807 12-Aug-2011 22:42

I set up GetRight to download 4 files at the same time, starting a few seconds apart, and split into 4 segments each (as this is the most GetRight allows without requiring mirrors).

The graph along the bottom shows a combined speed, so it appears that the dips happen at the same time for all files:

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insane

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#505829 12-Aug-2011 23:37

Would be interesting to get a TCPdump of your connection and see what is really going on. Would you mind downloading Wireshark (assuming you're running windows) and capturing one or two cycles and upload a snippet or link to the output file here?

Talkiet

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#505832 12-Aug-2011 23:45

insane: Would be interesting to get a TCPdump of your connection and see what is really going on. Would you mind downloading Wireshark (assuming you're running windows) and capturing one or two cycles and upload a snippet or link to the output file here?

Based on the speeds that would be a pretty big file - but it's a good idea. Do you have some filters in mind that might make the data more managable? You're looking for TCP Resets I presume?

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

GeoffisPure

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#505833 12-Aug-2011 23:49

insane: Would be interesting to get a TCPdump of your connection and see what is really going on. Would you mind downloading Wireshark (assuming you're running windows) and capturing one or two cycles and upload a snippet or link to the output file here?

I'll do whatever you guys say, as I'm really keen to get to the bottom of this, but because I'm not familiar with what you're asking, or what is involved, I'd need some more specific instructions.

Really appreciate you guys helping out.

salival

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#506271 14-Aug-2011 14:45

FWIW: I can download that file at a constant 1.1MB/Sec on a snap connection in christchurch.

GeoffisPure

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#506397 14-Aug-2011 19:36

Tech came by yesterday with his own laptop and modem and tested streaming video and
downloading files. The same downloading patterns happened for him as well,
which he said was "odd". He said his equipment indicated the line was fine
and that there is nothing wrong with the wiring.

He said he'd mark the fault as "cancelled by customer" so that I'm not
billed the $200 as he didn't think I should be. However, he said he would
leave notes on the fault saying "fault confirmed, suspected to be an ISP
issue". He said if Snap call wholesale, they will have access to these
notes.

So now I have an ISP blaming the lines company, and a lines company
blaming (or at least suspecting) the ISP. :-( I asked him if we could test
using a different ISP to rule out the problem being with Snap, but he said
ISP changes involved replacing equipment and couldn't be done quickly or
temporarily. He said switching ISPs would be one way to rule out the
problem being Snap, though.

Do you think it is worth doing to find out?

The technician didn't even go to the cabinet to check equipment. He just looked at the sync rates and decided everything was fine. It was good of him not to charge me, at least.

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Talkiet

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#506417 14-Aug-2011 19:59

GeoffisPure: Tech came by yesterday with his own laptop and modem and tested streaming video and
downloading files. The same downloading patterns happened for him as well,
which he said was "odd". He said his equipment indicated the line was fine
and that there is nothing wrong with the wiring.

He said he'd mark the fault as "cancelled by customer" so that I'm not
billed the $200 as he didn't think I should be. However, he said he would
leave notes on the fault saying "fault confirmed, suspected to be an ISP
issue". He said if Snap call wholesale, they will have access to these
notes.

So now I have an ISP blaming the lines company, and a lines company
blaming (or at least suspecting) the ISP. :-( I asked him if we could test
using a different ISP to rule out the problem being with Snap, but he said
ISP changes involved replacing equipment and couldn't be done quickly or
temporarily. He said switching ISPs would be one way to rule out the
problem being Snap, though.

Do you think it is worth doing to find out?

The technician didn't even go to the cabinet to check equipment. He just looked at the sync rates and decided everything was fine. It was good of him not to charge me, at least.

As I have said, this is not a physical ADSL issue. You've been very polite with Snap so far, you should start getting assertive with them.

Did you message Ralph here on Geekzone about this issue? Did he reply?

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

GeoffisPure

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#506426 14-Aug-2011 20:08

Talkiet: As I have said, this is not a physical ADSL issue. You've been very polite with Snap so far, you should start getting assertive with them.

Did you message Ralph here on Geekzone about this issue? Did he reply?

Cheers - N

The guy I'm dealing with at Snap is a supervisor of the helpdesk, and I've also asked that he forward our emails to the Residential Support Manager so that she is aware of what is going on. (Whether he did that or not, I'm unsure).

I've also told him about this thread... but, again, I'm not sure if he looked or continues looking...

I've been told that 'Ralph' is not one specific individual, but is an account that can be used by any of the helpdesk staff.

Talkiet

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#506432 14-Aug-2011 20:12

GeoffisPure:
Talkiet: As I have said, this is not a physical ADSL issue. You've been very polite with Snap so far, you should start getting assertive with them.

Did you message Ralph here on Geekzone about this issue? Did he reply?

Cheers - N

The guy I'm dealing with at Snap is a supervisor of the helpdesk, and I've also asked that he forward our emails to the Residential Support Manager so that she is aware of what is going on. (Whether he did that or not, I'm unsure).

I've also told him about this thread... but, again, I'm not sure if he looked or continues looking...

I've been told that 'Ralph' is not one specific individual, but is an account that can be used by any of the helpdesk staff.

Well, I hate to suggest it, especially since I work for a competing provider, but maybe you should consider switching ISPs... If there are other ISPs out there that offer plans suitable for your use that is.

Snap has a good reputation for performance and support, but they seem to have really dropped the ball on this one.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

GeoffisPure

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#506437 14-Aug-2011 20:22

I believe them when they say they've tried everything. And my hunch is that this issue might not be ISP specific (I would like to rule it out, though).

It would also cost money both to break out of my one year contract with Snap (I'm hoping they'd be kind enough to waive this, though they have said in the past they can't because it is a cost the ISP incurs), and to join another ISP.

Maybe I will switch back to Inspire Net (as they have no term contracts) as they have excellent tech support who might be willing to go a little further?

I will wait to see what Snap says tomorrow...

BTW, do you think there is any advantage to me going with Xtra (in the regard that they are not a wholesale customer?). I don't want to be dealing with a helpdesk in Manilla, though.

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