Slow TrustPower GigaBit Internet

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Murdoc

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#245452 4-Feb-2019 17:56

Hey team,

Our flat switched to Trustpower #FreeT.V. but the internet is incredibly slow on latency? It takes 30s - 5min(on bad days) to load the page sometimes and that's the main problem I have. I don't know if it would be the modem since we have 7 people in the household. I bought a TP-Link AC1750D modem and that couldn't work with TrustPower because of tagged Fibre. Also speed is more like 300/100 overall and is highly inconsistent. Any one else have any similar issues. Thoughts? Fixes? Recommendations welcome. Aside from the T.V. this is much worse than my previous 200/100 with spark.

EDIT: The latency is over wi-fi and ethernet furthermore the speeds are measured with 5GHz wi-fi. The modem is the Netcomm-NF18ACV from TrustPower.

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#2172922 4-Feb-2019 18:00

Is this over Ethernet or Wi-Fi and how are you testing the speed? Please provide more information

John

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#2172925 4-Feb-2019 18:01

Sounds very much like wifi..

@taneb1 may be able to help, certainly run through the basic checks.

Ethernet testing, Speedtest application rather than web interface. Testing with no other load on the system.

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Murdoc

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#2172927 4-Feb-2019 18:11

We have both types of users in the household but the speeds are measured over wi-fi

michaelmurfy

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#2172928 4-Feb-2019 18:12

Murdoc:

We have both types of users in the household but the speeds are measured over wi-fi

You need to do testing via Ethernet.

Michael Murphy | https://murfy.nz
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Linux

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#2172976 4-Feb-2019 18:17

Murdoc:
We have both types of users in the household but the speeds are measured over wi-fi

Testing should not be conducted over Wi-Fi as it's shared bandwidth with all other users around you

If possible use 5Ghz instead of 2.4

John

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#2172983 4-Feb-2019 18:44

how far are the users away from the router/device that delivers wifi when they have the slow speed/latency?

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Murdoc

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#2172985 4-Feb-2019 18:46

Every device including Ethernet gets it even if there's no users

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#2172989 4-Feb-2019 18:56

How are you testing? Please provide detailed information

John

michaelmurfy

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#2173051 4-Feb-2019 19:38

You need to provide more details:

1) What devices you're testing with.
2) Your router make / model.

We don't care about tests conducted over WiFi - only Ethernet. You're not at all going to get Gigabit speeds over WiFi.

Dial111

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#2173056 4-Feb-2019 19:44

Murdoc: Our flat switched to Trustpower #FreeT.V.

Ouch! They got you by the balls for 2 years, mother in-law took this deal, that break fee and the costs per month, yeah nah.

taneb1

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Mercury

#2173079 4-Feb-2019 20:44

Hi @Murdoc,

Sorry to hear you are having issues - As others have said tests over Ethernet are always preferred but we have a few tools we should be able to use to troubleshoot further.

If you could please send me a PM with your account number, contact number and the best time to get in touch - I can organize for someone from our Tier 2 team to get in touch tomorrow.

Thanks @hio77 for the tag :)

Tane

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#2173516 5-Feb-2019 15:17

Murdoc:

Hey team,

I bought a TP-Link AC1750D modem and that couldn't work with TrustPower because of tagged Fibre.

You may just need to add a vlan tag on the WAN port. Most routers allow you to do this. Which AC1750 did you get? There is an Archer A7, C8 and C7.

i dont have that model but google shows this as the C7 interface.

Basically tag the WAN port to 10 (in the row with 10 in it, change WAN to tagged)

https://ask.trustpower.co.nz/app/answers/detail/a_id/85/~/configuring-your-modem-settings for full settings there.

Speed Testing

Testing your link can you plug in your laptop/desktop directly to the router with an ethernet port and post screenshots of the result?

Talkiet

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#2173570 5-Feb-2019 16:44

Your previous 200/100 with Spark? Do you mean 100/20, or 200/20, or 200/200?

As others have said, saying it's bad without any evidence makes it impossible to help.

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.

Murdoc

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Wannabe Geek

#2174422 7-Feb-2019 13:52

Solved!

Sorry for the late response guys, got God of War recently :)

I had the Archer D7 AC1750 modem and it has no Vlan Tagging option under the modem. You can do a flashed update to AU version(170511) to get it for the wireless router option to include the VLAN Tagging option but it still didn't work for me. I installed a new firmware update and on the current Netgear modem and that seemed to fix the latency and speed problems. Have much more consistent speeds now. Can get back to learning JavaScript until I pass out every night.

All the best,

Your boy Murdoc

lchiu7

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#2177389 12-Feb-2019 22:35

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?

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