Still have speed/connectivity issues 1 month after new UFB install

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Still have speed/connectivity issues 1 month after new UFB install - at what stage can i cancel?

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1 post

Wannabe Geek

#799819 15-Apr-2013 19:49

Hi there. I just joined geekzone after seeing this thread cuz im in the same situation as OP.

I joined orcon last Tuesday for fibre and till now i havent been able to use the internet and the phone.
Its getting really annoying and its starting to affect my family a lot.
The only help ive gotten from orcon is the usual 'sorry but wait for it to work again'.
Because of this horrible initial start with orcon, im questioning whether i should move isp. I know theres the early termination fee but i havent received any service from orcon so i feel i dont have to follow orcons terms and condiions.
What should i do? Any help would be awesome

MadEngineer

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#799927 15-Apr-2013 22:54

When told, sorry but wait, ask them how long should you have to wait and if the time you've waited is long enough already. When you're told something don't accept it straight away. Question it and ask for conformation. If you're still not happy with what you've been told, ask for your issue to be escalated. Get solid dates.

You're not on Atlantis anymore, Duncan Idaho.

linw

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#800011 16-Apr-2013 08:53

Wouldn't think ISPs do 'solid' dates.

Oriphix

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Ultimate Geek
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#800099 16-Apr-2013 11:45

linw: Wouldn't think ISPs do 'solid' dates.

They don't, they give rough estimated time frames.

greminn

181 posts

Master Geek
+1 received by user: 6

#800180 16-Apr-2013 13:25

So... an update here. Orcon have got me to connect a laptop directly to the ONT (Ultrafast's Huawei box) via ethernet changing the VLAN id on the network device properties. Thus ruling out issues with the Genius modem....

Took about 5 mins for Ultrafast to see me on the network and the network card was assigned a IP...

Connectivity is like night and day! They have been getting me to download from a private SFTP server (on their network) and provide screenshots back to them... where i could not get over 20/20Mbit, i now get full 100Mbit. Speedtest.net shows the results as well:

https://www.speedtest.net/result/2648322863.png

I guess i will wait for a new modem then :)

MadEngineer

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#800195 16-Apr-2013 14:01

linw: Wouldn't think ISPs do 'solid' dates.

no, but there's a time frame it should be completed in. If they say a week then that's today's date plus 7.

You're not on Atlantis anymore, Duncan Idaho.

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ptinson

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#800196 16-Apr-2013 14:09

greminn: So... an update here. Orcon have got me to connect a laptop directly to the ONT (Ultrafast's Huawei box) via ethernet changing the VLAN id on the network device properties. Thus ruling out issues with the Genius modem....

Took about 5 mins for Ultrafast to see me on the network and the network card was assigned a IP...

Connectivity is like night and day! They have been getting me to download from a private SFTP server (on their network) and provide screenshots back to them... where i could not get over 20/20Mbit, i now get full 100Mbit. Speedtest.net shows the results as well:

https://www.speedtest.net/result/2648322863.png

I guess i will wait for a new modem then :)

Where you doing wired and wifi tests before?

Paul

meat popsicle

greminn

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Master Geek
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#800326 16-Apr-2013 16:40

ptinson:
greminn: So... an update here. Orcon have got me to connect a laptop directly to the ONT (Ultrafast's Huawei box) via ethernet changing the VLAN id on the network device properties. Thus ruling out issues with the Genius modem....

Took about 5 mins for Ultrafast to see me on the network and the network card was assigned a IP...

Connectivity is like night and day! They have been getting me to download from a private SFTP server (on their network) and provide screenshots back to them... where i could not get over 20/20Mbit, i now get full 100Mbit. Speedtest.net shows the results as well:

https://www.speedtest.net/result/2648322863.png

I guess i will wait for a new modem then :)

Where you doing wired and wifi tests before?

Paul

LOL - i wish it was that easy :)

Nar, house is wired with gig Ethernet and we have already ruled out issues with cables, switch (separate from genius), duplex, computer etc. We only use the wireless for mobile devices and all testing was done on a desktop.

MadEngineer

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#800583 16-Apr-2013 22:46

I've also swapped out the genius router with my own or with the pc connected directly.

It's clearly rubbish even when not faulty.

You're not on Atlantis anymore, Duncan Idaho.

greminn

181 posts

Master Geek
+1 received by user: 6

#800591 16-Apr-2013 22:55

MadEngineer: I've also swapped out the genius router with my own or with the pc connected directly.

It's clearly rubbish even when not faulty.

Hmm yes I have been thinking of doing the same... I have a fortigate 100a that would do the trick nicely.

greminn

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Master Geek
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#801624 18-Apr-2013 13:36

A replacement Genius modem has not fixed the issue. Something is fubar!

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Ragnor

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#801680 18-Apr-2013 14:25

The tech specs for the iinet bob2.. er I mean Orcon Genius don't list the cpu speed/type or ram... suspect it's fairly underpowered, doesn't even have gigabit LAN so probably an old cheap broadcom chipset.

Not surprised changing to a different router or directly connected yields better results.

Should be able to get voip working on an different ATA, example here:
http://www.gpforums.co.nz/showthread.php?s=&threadid=460148

greminn

181 posts

Master Geek
+1 received by user: 6

#801691 18-Apr-2013 14:42

Ragnor: The tech specs for the iinet bob2.. er I mean Orcon Genius don't list the cpu speed/type or ram... suspect it's fairly underpowered, doesn't even have gigabit LAN so probably an old cheap broadcom chipset.

Not surprised changing to a different router or directly connected yields better results.

Should be able to get voip working on an different ATA, example here:
http://www.gpforums.co.nz/showthread.php?s=&threadid=460148

I dont actually use the VOIP from Orcon, as we have a 2Talk account and seperate VOIP unit at home. So im chucking out the Genius..

MadEngineer

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#801893 18-Apr-2013 20:51

greminn: A replacement Genius modem has not fixed the issue. Something is fubar!

there's every chance they sent you two faulty units.

You're not on Atlantis anymore, Duncan Idaho.

greminn

181 posts

Master Geek
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#801900 18-Apr-2013 21:09

MadEngineer:
greminn: A replacement Genius modem has not fixed the issue. Something is fubar!
there's every chance they sent you two faulty units.

Nope there was nothing wrong with either of the modems (well - depends on how you look at it).

It was driving me nutty!.. so i did the following:
1). The PC doing the testing connected directly to the ONT with VLAN 10 set. After 5mins it connects and gets an IP address from Orcon, speed issues are solved, testing the SFTP download i get 10 Mbytes/sec download easy. 2). The PC above, connected to my switch, switch connected directly to the ONT. Same results as above.

3). Connect the genius back into the mix and speeds are back down to -30Mbit. When connecting directly to the ONT, i notice it auto neg'd at 1000..... hmm i thought: The Genius is only 100... i wonder if it doesn't like the 1000 port in the ONT?

BINGO!

I tested connecting the PC directly to the ONT forcing the network card to both 100/Half Duplex and 100/Full Duplex.. Speed drops down to below 30Mbit for half duplex and even worse for full. The Ultrafast ONT does NOT in anyway shape or form like being connected to with anything but 1000.

It will be interesting to see what Orcon come up with on this one.

Fibre > ONT(1000) > Genius(100) > Switch(1000) > PC(1000).

Bizzare why they didnt chuck 1000 ports in the Genius modem....

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