Help with slow VDSL speeds

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Help with slow VDSL speeds

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Rockxxie

3 posts

Wannabe Geek

#1717392 8-Feb-2017 20:32

euge:

lol I've been going back and forth with support for 2 weeks + now, all they do is come up with excuses to delay and send u in a loop over and over again as every reply is from a different person.

1st it was the VDSL stabilising (even though I mention it has been on going since ADSL), then it was wiring and modem.

Unless my wires decided to come to live and break it self during peak hours and fix it self after 2AM, doesn't take a genius to see there's clearly something wrong here and there's a pattern.

The only reason I've not cancel my contract with them is that I've just signed up a week ago and will cost 200$.

If I were you and am contract-free I would gtfo asap.

I'm positive I can fix this issue without changing ISP's.. If most Slingshot customers don't have this issue then it can be resolved I hope..

euge

22 posts

Geek

#1717397 8-Feb-2017 20:57

Rockxxie:

I'm positive I can fix this issue without changing ISP's.. If most Slingshot customers don't have this issue then it can be resolved I hope..

Well good luck tell me if you actually manage to get them to do something about it, I started out positive and polite before the 1st post here after 20 emails.

Last I heard from them was 4 days ago with no reply after acknowledging it wasn't a wire problem.

They even ignored my mention of this having only be an international problem, and ask me to test on local and international sites again, and I did the test again...

here's the quote

"To answer your questions 1 - 3, at this point of testing it is not likely to anything to do with wiring.

I do note that you have been advising speeds change throughout the day. I run a 24hour extended test to see if we can find any information that way.

Please be advised that we have no control of networks outside of Slingshots servers. Can you do the test on local servers and then to international sites."

euge

22 posts

Geek

#1718411 10-Feb-2017 19:08

Well after 40 mins on the phone with the nice lady, I was told support were aware of the problem since Dec and there is no estimate fix.

So they decided to keep quiet about it and online support stalled and send me in loops.. great.

Forgot to ask about waiving cancellation fee.

Rockxxie

3 posts

Wannabe Geek

#1718412 10-Feb-2017 19:10

euge:
Well after 40 mins on the phone with the nice lady, I was told support were aware of the problem since Dec and there is no estimate fix.

So they decided to keep quiet about it and online support stalled and send me in loops.. great.

Forgot to ask about waiving cancellation fee.

Since this is a problem to do with them not keeping to the contract can't we waive the cancellation fee?

euge

22 posts

Geek

#1718418 10-Feb-2017 19:31

Rockxxie:

Since this is a problem to do with them not keeping to the contract can't we waive the cancellation fee?

Yea that's what I expect, but leaving without informing them would just result in them charging you I assume.

I should also mention that they actually do not know exactly what's causing the problem... and they claim it's happening with other isp as well (could well be an excuse as I don't see anyone complaining on other threads).

euge

22 posts

Geek

#1722001 17-Feb-2017 20:49

Just a quick update for ppl with similar problem, called up slingshot to get cancellation fee waive today, and asked for an update on the problem, they didn't have one.

Not staying around and paying VDSL fee for 56k speed.

I'm moving on, thanks to everyone who tried to help!

FYI don't bother emailing support, they'll just ignore you if they can't reply with one of their scripted copy and paste respond.

vyfster

67 posts

Master Geek

#1722091 17-Feb-2017 23:52

Interesting that you're in East Auckland and you are experiencing problems with your VDSL. I am also in East Auckland (Somerville) and have been going back and forth a bit with Slingshot support - being told that I am the only person experiencing issues / that it is DNS issues on my side / that it is my internal network / that it is my router and whatever other excuses that could be thought up.

Here's my speed test (I've done many more with speedtest.net too. Some are the same kind of speeds as below and other times I'll get 30mbps download)

A whopping 2.5mbps on VDSL and this to a server on the Vocus / Slingshot network in Auckland! I was running PingPlotter at the same time which shows no packet loss. I was able to get 30mbps to this server yesterday, so it is hit and miss. I also ruled out Windows update, etc. by reviewing network utilisation and had just the one PC connected at the time.

Here's a speedtest.net test:

I'm considering taking the hit and cancelling Slingshot because this is not an acceptable service - sorry I've hijacked your thread but thought I would add to it as I am also in East Auckland.

Where about in East Auckland are you?

Sharesies

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

euge

22 posts

Geek

#1723408 21-Feb-2017 01:38

Hey vyfster, I doubt we are having the same problem as I get the full 49MBPS on speedtest throughout the day everyday.

The issue was during peak hours and only on international connections, no matter what speedtest numbers were.

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