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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Master Geek
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#808287 30-Apr-2013 22:00

So Orcon have asked Ultrafast to force the ONT to be 100/full.. Firstly i came home and just tested as it was (Fortigate wan1 port set to auto) - same speed issue: 30Mbit etc So.. I reset both the ONT and the Fortigate and with the wan1 port set to auto.. it synced with the ONT at 10/half - speed was terrible for obvious reasons.

==[wan1]
mode: dhcp
ip: 0.0.0.0 0.0.0.0
ipv6: ::/0
status: up
speed: 10Mbps (Duplex: half)

I forced the port to 100/full.. we are back to the normal issue: 30Mbit etc Then i swapped out the Fortigate for the Genius - speed is terrible again. I can only guess that the port is syncing at 10/half on the genius.

Further down the downward spiral...

MadEngineer

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#808304 30-Apr-2013 23:07

Shouldn't the fiber installer be fixing this and not orcon?

You're not on Atlantis anymore, Duncan Idaho.

Sounddude

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#809356 1-May-2013 09:01

greminn: So Orcon have asked Ultrafast to force the ONT to be 100/full.. Firstly i came home and just tested as it was (Fortigate wan1 port set to auto) - same speed issue: 30Mbit etc So.. I reset both the ONT and the Fortigate and with the wan1 port set to auto.. it synced with the ONT at 10/half - speed was terrible for obvious reasons.

==[wan1]
mode: dhcp
ip: 0.0.0.0 0.0.0.0
ipv6: ::/0
status: up
speed: 10Mbps (Duplex: half)

I forced the port to 100/full.. we are back to the normal issue: 30Mbit etc Then i swapped out the Fortigate for the Genius - speed is terrible again. I can only guess that the port is syncing at 10/half on the genius.

Further down the downward spiral...

Since UFF have foced the ONT port, you need to force the Foritage to 100/full also.

Forcing a port turns off Auto-nego, so if your end is auto-neg and the ONT is forced, it will cause nothing but issues.

It sounds like UFF have done a firmware upgrade in recent weeks, which is causing some port issues. We have a couple of faults open with them about this now.

Hope to get some answers to you soon.

greminn

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Master Geek
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#809361 1-May-2013 09:08

Sounddude:
greminn: So Orcon have asked Ultrafast to force the ONT to be 100/full.. Firstly i came home and just tested as it was (Fortigate wan1 port set to auto) - same speed issue: 30Mbit etc So.. I reset both the ONT and the Fortigate and with the wan1 port set to auto.. it synced with the ONT at 10/half - speed was terrible for obvious reasons.

==[wan1]
mode: dhcp
ip: 0.0.0.0 0.0.0.0
ipv6: ::/0
status: up
speed: 10Mbps (Duplex: half)

I forced the port to 100/full.. we are back to the normal issue: 30Mbit etc Then i swapped out the Fortigate for the Genius - speed is terrible again. I can only guess that the port is syncing at 10/half on the genius.

Further down the downward spiral...

Since UFF have foced the ONT port, you need to force the Foritage to 100/full also.

Forcing a port turns off Auto-nego, so if your end is auto-neg and the ONT is forced, it will cause nothing but issues.

It sounds like UFF have done a firmware upgrade in recent weeks, which is causing some port issues. We have a couple of faults open with them about this now.

Hope to get some answers to you soon.

Hey sounddude - OK yes, forgot about that :) see above in bold, yes i did force the port to 100/full

tchart

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#809400 1-May-2013 10:28

greminn, do you know when Orcon asked UFF to force the ONT to be 100/Full?

We've been having major issues with our Genius since last Thursday/Friday. We have to reset it at least 3 or 4 times a day. Ive reset the ONT (using the pin hole button not a power cycle) but that hasn't resolved the issue.

Previous to that it was fine for about 2 months (we initially had similar problems with poor speed but a Genius firmware update seemed to sort that).

Very curious to know if the UFF change has been the cause of our issues...

greminn

181 posts

Master Geek
+1 received by user: 6

#809421 1-May-2013 11:16

tchart: greminn, do you know when Orcon asked UFF to force the ONT to be 100/Full?

We've been having major issues with our Genius since last Thursday/Friday. We have to reset it at least 3 or 4 times a day. Ive reset the ONT (using the pin hole button not a power cycle) but that hasn't resolved the issue.

Previous to that it was fine for about 2 months (we initially had similar problems with poor speed but a Genius firmware update seemed to sort that).

Very curious to know if the UFF change has been the cause of our issues...

Yesterday i think.. how ever - please get a support call in with them on it - I know that they have 3-4 support tickets in with similar issues.

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tchart

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#809447 1-May-2013 12:30

Done. Lets hope I get a decent response this time.

tchart

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#811964 6-May-2013 12:41

tchart: greminn, do you know when Orcon asked UFF to force the ONT to be 100/Full?

We've been having major issues with our Genius since last Thursday/Friday. We have to reset it at least 3 or 4 times a day. Ive reset the ONT (using the pin hole button not a power cycle) but that hasn't resolved the issue.

Previous to that it was fine for about 2 months (we initially had similar problems with poor speed but a Genius firmware update seemed to sort that).

Very curious to know if the UFF change has been the cause of our issues...

FYI did a factory reset (not a power cycle) on the Genius and its been stable since Friday night. My call with Orcon has now been closed. I think the bigger issue at play is the stability of the Genius on UFB. Its pretty rubbish that you have to factory reset the Genius every few months.

greminn

181 posts

Master Geek
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#812059 6-May-2013 14:16

tchart:
tchart: greminn, do you know when Orcon asked UFF to force the ONT to be 100/Full?

We've been having major issues with our Genius since last Thursday/Friday. We have to reset it at least 3 or 4 times a day. Ive reset the ONT (using the pin hole button not a power cycle) but that hasn't resolved the issue.

Previous to that it was fine for about 2 months (we initially had similar problems with poor speed but a Genius firmware update seemed to sort that).

Very curious to know if the UFF change has been the cause of our issues...

FYI did a factory reset (not a power cycle) on the Genius and its been stable since Friday night. My call with Orcon has now been closed. I think the bigger issue at play is the stability of the Genius on UFB. Its pretty rubbish that you have to factory reset the Genius every few months.

Factory reset the Genius a couple of times and have also tried a complete replacement Genius (and factory reset that as well).. no better.

greminn

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Master Geek
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#812327 6-May-2013 21:50

OK.. finally after nearly two months, and whatever Orcon/UFF did on the settings side today has made all the difference. Download speed tests are all up round the 80-100Mbit mark and upload 45/50. I have tested with both the Genius modem and my Fortigate firewall and both are good.

Considering i dont use Orcons VOIP line, i have decided to ditch the Genius and stick with the Fortiagte for routing duties.

I have requested to find out what the actual issue was... as im very interested to know.

:)

Thanks to the Orcon techs on this forum for their input.

MadEngineer

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#813252 7-May-2013 20:45

I've found something odd: got an email back from truenet about orcon and they've said my connection is somewhat out of the ordinary in that it's getting poor results. briefly unplugged and reconnected the link between the ONT and the genius and my favourite test site suddenly went back to "normal" (28Mbs). An hour later, it's crap again. Pulled the plug and quickly put it back in and again there's a big jump in the speed.

wonder if this is related ...

You're not on Atlantis anymore, Duncan Idaho.

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tchart

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#813461 8-May-2013 08:15

MadEngineer: I've found something odd: got an email back from truenet about orcon and they've said my connection is somewhat out of the ordinary in that it's getting poor results. briefly unplugged and reconnected the link between the ONT and the genius and my favourite test site suddenly went back to "normal" (28Mbs). An hour later, it's crap again. Pulled the plug and quickly put it back in and again there's a big jump in the speed.

wonder if this is related ...

Yup, that sounds like my Genius connection.

I haven't tried the un-plugging bit but if I reset the Genius everything is super fast. An hour later and its going sloth speed. I'll try the unplugging thing tonight!

greminn

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Master Geek
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#813474 8-May-2013 08:36

greminn: I have requested to find out what the actual issue was... as im very interested to know.

Orcon didnt really let me know what the issue was - just saying that it was something todo with an issue between the UFF Huawei ONT and the Orcon Genius and that it has been fixed. I guess that means it was something that they didnt want to let on about :) A pitty, as the amount of work that i put in sorting this (e.g. i actually found the fault), I would have really liked to know the issue!

I have been given a modest credit and thanks for the assistance - so i thank Orcon for that :)

tchart

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#814229 9-May-2013 09:32

MadEngineer: I've found something odd: got an email back from truenet about orcon and they've said my connection is somewhat out of the ordinary in that it's getting poor results. briefly unplugged and reconnected the link between the ONT and the genius and my favourite test site suddenly went back to "normal" (28Mbs). An hour later, it's crap again. Pulled the plug and quickly put it back in and again there's a big jump in the speed.

wonder if this is related ...

Tried this last night, works as you said. I guess (apart from the flashing lights I get when I pull the cable out) that its similar to resetting the Genius (only faster).

I did some tests afterwards using Google Play, took about 10 seconds to download a 30mb game which is what I'd expect. Before the unplug I was waiting minutes to update Instagram.

Speedtest.net also jumped up to 27mbps/9mbps

Will try and locate a switch today to put in between the ONT and the Genius.

Sounddude

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#814250 9-May-2013 09:48

Hi Guys

The issue was to do with some shapers we had on our BNG's to support the Chorus implementation of the UFB services.

They didn't work too well with UFF/Enable. This should be resolved for all UFF/Enable customers now.

If there are still issues please let us know, so we can make sure you are on the right profiles.

There doesn't seem to be a duplex issue that we can see. We got ONT's checked and we saw they were all auto-negging at 100/full as expected.

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