I am looking for advice on how to proceed with varying speed performance for my Telecom broadband connection. Until recently the broadband connection to our home was causing no problems. On Sunday 15/6/14 my son complained about increased ping times, and then later of being unable to view downloads without interruptions.
That evening my wife and I experienced the intermittent start/stop of video when watching a TVNZ on demand programme. Using the Telecom "Test your speed" site the speed was around 0.9~1.2 Mbps download, 0.5~0.4Mbps upload and latency of around 120~130 ms. I rang the Telecom helpdesk who thoroughly went through our setup, and repeated the "Test your Speed" results. He said that he was experiencing speeds on my connection of around 20Mbps. He then said he would log this and get more tests done.
Later that evening around 11pm I noticed the video response was much better and repeated the Speed Test and got a result of around 16~18 Mpbs download, 0.5 Mbps upload and 30 ms latency.
The next day I duly got a text saying a throughput callback was booked for 23/6/14.
I was working from home today (19/6/14) and noticed a good speed (around 17Mbps) in the morning and early afternoon. However in the evening, when trying to watch Choice on Demand, again the video start/stopped, waiting for loading etc. A speed test showed download speed back down to 0.9Mbps. Again at around 11pm the download speed increased significantly again see image below:
I am not sure what the best course of action is now. It seems to me to be some sort of congestion, for those more knowledgeable about these cases is this a correct assumption?
I will call back Telecom next week, do I have any recourse? Any advice on how I should approach it?
I live in Tauranga between Bethlehem and Cambridge Heights.
I use a Speedtouch Modem, ST5x6v6, Software 18.104.22.168 (I have a number of PC's/Laptops all of which are identically affected)
The DSL stats are shown in the screen shot below: (This was taken at 11.49pm, when a good speed connection had been reestablished.)
I look forward to any assistance
Extra Info requested by Robot:
Connection Type: Unknown but probably ULL based on attenuation values (Link to Chorus site in Steve Biddle post no longer working)
Isolation Test Done: Yes