First XNet, Now Maxnet, Then...?

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jedney

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#36641 29-Jun-2009 18:19

Hi,

I was hoping to get some advice... I've been a customer of XNet for nearly 2 years, but with all the comments RE: Slow Speeds on GeekZone I got a bad case of "The grass is always greener on the other side" and convinced myself that whilst I could often get 600KBps download rate that that wasn't anything like fast enough, so after much searching I decided to switch to MaxNet and to splash out and get the business package which had better bandwidth options.

Big mistake!

I'm now unable to get more than 130Kbps download from Rapidshare and Speedtest.net regularly gives me 1.3 Down/720 Up. Just once I did manage to get Speedtest.net to give me 5.2 Down. My sync speeds look good, and the problem started the day I switched to MaxNet, so I contacted their support; initially they were very helpful/responsive and they confirmed my problem and logged a support call with Telecom, a few days later they said "There seems to be a problem with your local exchange, Telecom are looking into it but it could take a few weeks to diagnose". After 4 weeks I emailed again and was told they didn't have an update but would log another job with Telecom, 4 weeks on from that I still have a lousey connection and still no word from MaxNet. I'm now considering another ISP change and was looking at Snap.

The question I would like some advice on is; Should I change ISP or should I stick with MaxNet and keep the pressure on with their support? Is the problem likely to follow me if I change ISP (as I will always be connected to the same Exchange)? Can anyone suggest anything that I could ask MaxNet to do (would asking MaxNet to get Telecom to switch the port I'm connected to at the Exchange potentially do anything?)

Thanks for your help,
Jon.

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#229291 29-Jun-2009 18:42

It could be congestion at the exchange. What are your daytime vs evening time local speed tests like?

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jedney

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#229296 29-Jun-2009 18:51

I wondered that, the pattern of speeds is consistent with Congestion (the 5mbps from Speedtest was during the week @ daytime), however why would it suddenly hit when I change ISP? The days before the change (on XNet) I was consistently getting 600Kbps+ from Rapidshare.com, since switching I average 130Kbps and have never seen it consistently above 300. From my limited understanding of DSL, I thought Congestion affected the whole Exchange irrelevant of ISP (as all ISP's use the Telecom network as the backbone)?

The email I recieved from MaxNet backs the congestion theory as well:

We have received an update from Telecom. They have said the particular node that you are connected is under investigation and they are monitoring it for traffic throughput. This investigation is a lengthy process and it could take a number of weeks to assess whether there is legitimate throughput concern off the node and if there is, a suitable solution for it. The next update will be when the Telecom Network team have conducted their investigation and reached a resolution.

Does anyone know how long an investigation like this normally takes? It's been over 7 weeks without an update?

Thanks Coffeebaron for such a fast response.

coffeebaron

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#229305 29-Jun-2009 19:16

I've been through the same exercise with Xnet with the Waitakere exchange. It takes ages! I think it was back in March when I noticed night time congestion, and it is only now (well I will see how it goes this week), that the back-haul has been upgraded.
Possibly the bandwidth is shared disproportionately between the nodes within the exchange, so that could explain the sudden difference.
It is good news that Telecom now appear to be investigating the issue. I suggest leave it now for two weeks, then every two weeks email Maxnet request they get an update from Telecom. This will help keep the issue on the table.

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jedney

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#229315 29-Jun-2009 19:31

Thanks coffeebaron, finger crossed they do something soon :-)

insane

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#229328 29-Jun-2009 19:55

Hi Jedney, PM me your details please and I'll make sure one of the helpdesk guys takes extra special care of this for you :)

I know a few people where it matters so will be able to confirm that congestion theory too :)

jedney

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#229332 29-Jun-2009 20:05

Thanks Insane, PM sent.

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#229378 29-Jun-2009 22:18

What sort of speeds do you get on a ftp transfer from a local server eg:

ftp://ftp.citylink.co.nz/
ftp://mirror.cs.auckland.ac.nz/

insane

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#229507 30-Jun-2009 11:51

well here is dump of what telecom has said about this in reverse order (note how the date on the last comment is incorrect).

I suspect that there is still an issue if you're continuing to have poor speeds after the 26th?

TCNZ: 06-05-2009 13:48:00 Bachaul has been increased as @ 26-6-2009.

TCNZ UPDATE 18-06-2009 23:14 The DSLAM is peaking now and has been refered for backhaul increase

TCNZ UPDATE @ 02-06-2009 02:27:00: This is still being monitored. however, we can not provide any timeframe of upgrade.

TCNZ UPDATE: 10-05-2009 20:38:00. Alcatel have this node under investigation and are monitoring traffic throughput. This is a lengthy process - an investigation could possibly take a number of weeks to assess whether there is legitimate throughput concern off this node and, if so, a suitable solution. We will update you via this case once our Network team have conducted their investigation and reached a resolution.

TCNZ DEFERRED: 06-05-2009 22:09:00. Alcatel are currently investigating possible throughput issues off the customer's DSLAM. These investigations are complex by nature and can take considerable time and resources to investigate. As a consequence, it may be some time before the investigation is completed. One of our STS's will pursue the matter further with applicable network groups. We will update you once we know more.

jedney

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#229513 30-Jun-2009 12:27

Thanks, I will test again tonight. I haven't noticed any increase the last few days but I almost always get 1.3 down on Speedtest.net after 6pm (to Auckland and Sydney) so it should be easy enough to see if there has been any change (even a small one).

Thanks for your help Insane, it's great to have an ISP willing to go the extra mile.

Cheers, Jon.

jjnz1

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#239215 26-Jul-2009 23:42

Has your speeds increased Jedney since your last post? Thinking about switching myself from xnet to maxnet.

cr250bromo

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#239321 27-Jul-2009 12:38

I switched to Maxnet a while ago (Pure DSL 100GB) and have been very happy with the speed/service. Am served by a cabinet not far down the road which likely helps. :)

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jedney

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#239332 27-Jul-2009 13:27

Unfortunately not, they did get a bit better, but not back to previous performance. I switched to Orcon last week and the performance has returned to the pre-Maxnet levels. I picked Maxnet because their average speed results on Speedtest.net were very good and I've not heard any bad things from anyone else, so I'm not going to slate them based on my results (which might be as much Telecom's fault as Maxnet's), but I also wouldn't recommend them.

insane

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#239500 27-Jul-2009 23:07

Depends when you use the internet I guess.. At 12pm (noon) when Businesses and Schools are whoring the tubes then its not going to be as good as the morning and evening / night...
Unlucky for you Jedney you didn't stick around for long enough... I don't think anyone will be complaining for a bit as we just took on some more bandwidth as we do every few months ...

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#239512 27-Jul-2009 23:39

Insane, im guessing you work for maxnet. Quick question, does your business plans provide better international speeds than your residential plans (becuase of multiple uplink? providers?) Lady on the phone said yes and no.

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#239524 28-Jul-2009 02:36

jjnz1: Insane, im guessing you work for maxnet. Quick question, does your business plans provide better international speeds than your residential plans (becuase of multiple uplink? providers?) Lady on the phone said yes and no.

And I don't blame her really for saying that either as yes multiple upstream providers provides for greater redundancy should one or two fail for whatever reason, However also No because routing/BGP doesn't choose the fastest route in terms of download speed but rather the shortest path in AS hops.

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