Speed issues and Packet loss

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Speed issues and Packet loss

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11 posts

Geek

#1988457 4-Apr-2018 22:34

i have been on the phone to them at least 3 times in the last 4 days and multiple emails have been sent from all parties as well as more phone calls from the other parties, they seem to think its an issue with UFF, but UFF dont think that they have a issue, so this could get interesting

Cool, hopefully it's all sorted now and was just some flaky bit of equipment or something..

Sorry I didn't mean to come across as condescending.. but I live in an industry where users love to say "oh it's been doing it for six months, and I never rung or told anyone, but now I need it sorted in the next 15 minutes" kinda thing. So I am a bit jaded haha.

sparkz25

750 posts

Ultimate Geek
Inactive user

#1988476 5-Apr-2018 06:24

Belldog:

i have been on the phone to them at least 3 times in the last 4 days and multiple emails have been sent from all parties as well as more phone calls from the other parties, they seem to think its an issue with UFF, but UFF dont think that they have a issue, so this could get interesting

Cool, hopefully it's all sorted now and was just some flaky bit of equipment or something..

Sorry I didn't mean to come across as condescending.. but I live in an industry where users love to say "oh it's been doing it for six months, and I never rung or told anyone, but now I need it sorted in the next 15 minutes" kinda thing. So I am a bit jaded haha.

i know what you mean, and when you tell the user that it should be working better they are sometimes like "Oh Really?"

Kiwiwolf

69 posts

Master Geek

#1988477 5-Apr-2018 06:24

Fixed here.

BTR

1527 posts

Uber Geek

#1988541 5-Apr-2018 08:46

Im in north canterbury, also affected last night, cut short my online gaming session and Mrs attempt at watching Netflix. Was getting 50% packet loss although it seems better this morning but speed is still not that great.

BTR

1527 posts

Uber Geek

#1988660 5-Apr-2018 10:42

I just want to add my 2c to @myrepublic.

The issue for me started around 7.30-7.45, I rebooted my router, ONT ran various PING tests before determining that the fault was out of my hands. I work as a network admin so know what to test to verify a fault.

What I found annoying was I called your support number for help, it went through to an after hours number which sounded like a 3rd party company whos job was simply to take down contact details and what the problem was. He had NO idea there was a fault and just kept saying someone would be in touch. Next I tried your network status page which also reported no errors.

I get that during a big outage / problem your phones will ring constantly as my phone does during this type of event BUT the first thing you should be doing is updating your network status page! This is one of the first parts of the outage procedure at my work.

You need to let the end users know ASAP, having to wait around an hour for an update is far to long.

Belldog

11 posts

Geek

#1988666 5-Apr-2018 10:52

BTR:

I just want to add my 2c to @myrepublic.

This x2... I have a 24/7 customer that relies on the MyRepub connection, and they pay $700-800 a month for the privilege. Ok they also have an alternative fallback and I realise things happen, but as above, my calls seemed to go to an out of hours help desk that really knew very little and didn't seem interested. And the status page showed no faults. My biggest concern was the call centre guy telling me the techs had all gone home and it could take 24 hours to get sorted.

However, I must also point out MyRepub are usually excellent, this was just a blip in the radar, but if we can prevent these frustrations next time even better.

BTR

1527 posts

Uber Geek

#1988803 5-Apr-2018 14:37

Belldog:

BTR:

I just want to add my 2c to @myrepublic.

This x2... I have a 24/7 customer that relies on the MyRepub connection, and they pay $700-800 a month for the privilege. Ok they also have an alternative fallback and I realise things happen, but as above, my calls seemed to go to an out of hours help desk that really knew very little and didn't seem interested. And the status page showed no faults. My biggest concern was the call centre guy telling me the techs had all gone home and it could take 24 hours to get sorted.

However, I must also point out MyRepub are usually excellent, this was just a blip in the radar, but if we can prevent these frustrations next time even better.

Exactly why we have multiple connections at work with different ISP's but that option is to expensive for home use.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

sparkz25

750 posts

Ultimate Geek
Inactive user

#1992215 9-Apr-2018 18:42

any one in hamilton still having problems? im still having problems since the 29th of march

chrispa6e

27 posts

Geek

#1992326 9-Apr-2018 19:58

sparkz25:
any one in hamilton still having problems? im still having problems since the 29th of march

I'm in TA but same issue has continued unresolved.

sparkz25

750 posts

Ultimate Geek
Inactive user

#1992366 9-Apr-2018 20:53

chrispa6e:
sparkz25:

any one in hamilton still having problems? im still having problems since the 29th of march

I'm in TA but same issue has continued unresolved.

did you get the free up grade or were you a new customer to myrepublic when they did the gig roll out?

chrispa6e

27 posts

Geek

#1992397 9-Apr-2018 21:05

sparkz25:
chrispa6e:
sparkz25:

any one in hamilton still having problems? im still having problems since the 29th of march

I'm in TA but same issue has continued unresolved.

did you get the free up grade or were you a new customer to myrepublic when they did the gig roll out?

I've been with them since 2015. I left end of last year for two weeks and came back. Still on the same splitter, same ONT and two brand new routers, the MYR branded one and a Lynksys WRT1900ACs like what they were offering when they 1st rolled out way back then.

I've been on and off the 1G/500 plan since UFF made it available and have always made about 950Mbps until now.

When I rejoined back at the end of last year I signed on the 100/20 Gamer plan and was upgraded for free to the 1G plan over summer and remain on that plan now.

My speed issues started around two weeks ago and are persistent, no change at different times of the day or night.

mihilli

24 posts

Geek
Inactive user

#1992559 10-Apr-2018 09:58

I'm also having speed problems, mainly at night but sometimes during the day as well.

At night I cannot stream at all, overseas connections are hopeless. I am currently sitting on the phone trying to reach their helpdesk, it's been over 20 minutes.

Luckily my contract has just expired with them. Problem is, who's actually any better, especially in regards International (primarily USA) connectivity?

Linux

11428 posts

Uber Geek

Trusted

Lifetime subscriber

#1992561 10-Apr-2018 10:00

mihilli:

I'm also having speed problems, mainly at night but sometimes during the day as well.

At night I cannot stream at all, overseas connections are hopeless. I am currently sitting on the phone trying to reach their helpdesk, it's been over 20 minutes.

Luckily my contract has just expired with them. Problem is, who's actually any better, especially in regards International (primarily USA) connectivity?

@mihilli Well from reading your post any ISP will be better or maybe carrier pigeons

Linux

f0rky

30 posts

Geek

#1992878 10-Apr-2018 17:42

Having the same issue on my connection (1Gbit in New Plymouth)

http://www.speedtest.net/result/7214117572.png

AidanP

76 posts

Master Geek

#1992968 10-Apr-2018 20:45

I've got a mate on MyRepublic in TA and his gigabit download speeds are constantly below 200mbps

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