Uber Network Problems?

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hamisht

389 posts

Ultimate Geek
+1 received by user: 7

#114960 8-Mar-2013 13:11

Anyone here in Northland using Uber and experiencing Download speed issues?

Signed up the other week after being promised 6MBPS Up and Down. Sure enough got it in terms of browsing, but actual file downloading is only between 20-40kbps.

Emailed them on the second day explaining the problem, and they replied back;

We’ve narrowed the issue with the speeds down to a fault with an upstream provider.
>
> This fault is a national fault and will be effecting speeds for any ISP using the specific provider.
>
>
>
> To rectify the situation we are in the process of changing our provider to ensure our customer’s get the speeds they should be and have previously been getting.
>
> Unfortunately it’s not an easy process, we expect to be back up and running as normal in around four weeks. In the meantime we are doing everything we can to improve the customer experience.
>
>
>
> Thank you for your assistance and continued patience.

So four weeks eh? Well I emailed them back stating we don't think we should be paying for our full month, if we can't actually use the Datacap given to us, and that we should have been informed prior to our sign up (there is no way it happened the same day we signed up).

Would be interested to know if anyone else is dealing with the same problem. I know of one other person on Uber (my boss) who is also in the same boat as me.

Uber replied again yesterday saying the issue SHOULD be sorted today... and that they have added an extra 5GB on to our plan... nope, not fixed today though.

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PeterReader

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Uber Geek
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Lifetime subscriber

#776860 8-Mar-2013 13:11

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to

note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions

there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your

post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issued.

href="/forums.asp?forumid=49&topicid=96226">Read this discussion to find out more about this. Your ISP is not

intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's

likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular

disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your

line even if you don't have an alarm contract it may sill try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance?

(very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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hamisht

389 posts

Ultimate Geek
+1 received by user: 7

#778152 11-Mar-2013 18:51

So i'm still going through the email process with Uber, regarding our speed problem.

According to their newsletter, they changed their Upstream provider. My file downloads are still very very slow.

One of the Uber guys sent me a file to test download (http://www.cachefly.com/) and it's downloading at a good speed, around 400kbps, which is a huge improvement over my usual 20-50kbps).

The problem is though, EVERYTHING else downloads slow.. that appears to be the one file that actually downloads fast.

What the heck could be causing this?

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1080p

1332 posts

Uber Geek
+1 received by user: 152
Inactive user

#778187 11-Mar-2013 20:38

Have you tried some test files from various datacentres? Try these: http://pastebin.com/Pu4DwcYA.

nickb800

2735 posts

Uber Geek
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Trusted

#778188 11-Mar-2013 20:39

I'm a bit skeptical about their reason - surely if it is that bad, we would be hearing about this issue through customers of other firms that use the same upstream provider?

Hopefully Beccara will chime in and fill in the gaps for everyone

Beccara

1473 posts

Uber Geek
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#778191 11-Mar-2013 20:51

Hi Hamish,

First off without sounding like a robot i'm sorry to hear you are having problems, I can see the client account and I'll make sure someone if not me follows this up tomorrow for you. I can see in the notes a few things have been noticed and need to clarify.

I can't talk specifics of this case here but we'll get it sorted for you as quick as we can. As for the note in the e-mail and Nick's question:

The upstream in question is Kordia/Orcon/Odyssey who have been having a issues with CDN's and International, On Friday a new connections to various CDN's like Google and Akamai was put in place to help with speed issues some users have noticed with websites like youtube,facebook,itunes. More international sites that have this issue which is intermittent will be resolved in the coming weeks. This isn't affecting all international traffic all the time so we still need to confirm with each client that speed related problems aren't being caused by internal networks

Cheers

Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated

CYaBro

4708 posts

Uber Geek
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#778207 11-Mar-2013 21:31

We have a fibre connection with Uber, and a few of our clients do to, and we did have issues last week on Wednesday.
A quick email to Uber and they explained the issues and that it was being worked on.
They got me to check a couple of things and do some tests for them.
By the end of the day everything looked to be working great again and has been since.

Opinions are my own and not the views of my employer.

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hamisht

389 posts

Ultimate Geek
+1 received by user: 7

#778278 12-Mar-2013 06:11

1080p: Have you tried some test files from various datacentres? Try these: http://pastebin.com/Pu4DwcYA.

I'll be sure to test those after work today, and post the results.

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hamisht

389 posts

Ultimate Geek
+1 received by user: 7

#778281 12-Mar-2013 06:15

Beccara: Hi Hamish,

First off without sounding like a robot i'm sorry to hear you are having problems, I can see the client account and I'll make sure someone if not me follows this up tomorrow for you. I can see in the notes a few things have been noticed and need to clarify.

I can't talk specifics of this case here but we'll get it sorted for you as quick as we can. As for the note in the e-mail and Nick's question:

The upstream in question is Kordia/Orcon/Odyssey who have been having a issues with CDN's and International, On Friday a new connections to various CDN's like Google and Akamai was put in place to help with speed issues some users have noticed with websites like youtube,facebook,itunes. More international sites that have this issue which is intermittent will be resolved in the coming weeks. This isn't affecting all international traffic all the time so we still need to confirm with each client that speed related problems aren't being caused by internal networks

Cheers

It's not so much websites though (with the exception of other YouTube style sites), they still load fast, it's just File Downloading maxing out at anywhere between 20-150kbps

Our main gripe is that no one from Uber told us about the issues before we signed up and disconnected from Telecom.. and it's been a few weeks now, and we haven't yet to see the full speed of Uber and we are paying for a 40GB plan. They offered us an extra 5GB for free (not so great when you can't actually use it).

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hamisht

389 posts

Ultimate Geek
+1 received by user: 7

#778282 12-Mar-2013 06:16

CYaBro: We have a fibre connection with Uber, and a few of our clients do to, and we did have issues last week on Wednesday.
A quick email to Uber and they explained the issues and that it was being worked on.
They got me to check a couple of things and do some tests for them.
By the end of the day everything looked to be working great again and has been since.

Can you post a screenshot of a File downloading? maybe Avast from http://download.cnet.com/Avast-Free-Antivirus/3000-2239_4-10019223.html?tag=main;pop

I've been using that server as a test for most of my downloads.

Although you are on Fiber, I am on Wireless.

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mercutio

1392 posts

Uber Geek
+1 received by user: 134

#778343 12-Mar-2013 09:05

hamisht:
1080p: Have you tried some test files from various datacentres? Try these: http://pastebin.com/Pu4DwcYA.

I'll be sure to test those after work today, and post the results.

be careful with the file sizse of those, they're all huge... so may want to cancel part way through.

CYaBro

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Uber Geek
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#778414 12-Mar-2013 10:55

hamisht:
CYaBro: We have a fibre connection with Uber, and a few of our clients do to, and we did have issues last week on Wednesday.
A quick email to Uber and they explained the issues and that it was being worked on.
They got me to check a couple of things and do some tests for them.
By the end of the day everything looked to be working great again and has been since.

Can you post a screenshot of a File downloading? maybe Avast from http://download.cnet.com/Avast-Free-Antivirus/3000-2239_4-10019223.html?tag=main;pop

I've been using that server as a test for most of my downloads.

Although you are on Fiber, I am on Wireless.

I'll let you work it out :)
It took 1m50s to download the 107MB file.

Opinions are my own and not the views of my employer.

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Dairyxox

1595 posts

Uber Geek
+1 received by user: 455

#778570 12-Mar-2013 14:59

Interesting.
Ive been having problems with orcon, almost every night after 9pm for about 5 weeks.
Early on I was using some other peoples internet connections (telecom & clear?) and noticed some websites taking a bit longer to load too. Ive suspected NZ internet is naffed for some reason.....

Maybe all these 500GB and unlimited plans are taking their toll and ISPs are underprovisioned in their international bandwidth.