[Snap] Stupidly low speed on 100mbs connection

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Kiwiownage

112 posts

Master Geek

#127440 10-Aug-2013 00:05

Been like this for almost 12 hours now, Rung up support and they told me to "wait it out"

Am I the only1 getting this?

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6018 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#874911 10-Aug-2013 00:05

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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michaelmurfy

meow
13242 posts

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Moderator

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Lifetime subscriber

#874919 10-Aug-2013 00:24

I assume you have a Fritz!Box? Reboot that and the ONT first, if that fails follow the following:

Go to http://fritz.box
Login, click on Internet, then Account Information then scroll down a bit until you see "Change Connection Settings"

Change the Upload and Download speeds to 999999 (for testing), if that fixes it you might want to go back in and change it to 102400 down, 51200 up.

If all fails, log a fault with Snap, and also make sure you're not over your cap or nobody else is downloading (you can see under the internet, then connection settings on the Fritz!Box)

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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Kiwiownage

112 posts

Master Geek

#874923 10-Aug-2013 01:10

michaelmurfy: I assume you have a Fritz!Box? Reboot that and the ONT first, if that fails follow the following:

Go to http://fritz.box
Login, click on Internet, then Account Information then scroll down a bit until you see "Change Connection Settings"

Change the Upload and Download speeds to 999999 (for testing), if that fixes it you might want to go back in and change it to 102400 down, 51200 up.

If all fails, log a fault with Snap, and also make sure you're not over your cap or nobody else is downloading (you can see under the internet, then connection settings on the Fritz!Box)

Thanks for the suggestion, sadly it didn't work :(, I'll give snap another call in the morning and hopefully they can do more rather then "waiting it out".

maslink

131 posts

Master Geek

Subscriber

#875071 10-Aug-2013 14:04

Not stupidly low here - but only getting 27Mbps down - as if I've been switched to the 30 Mbps profile. Still getting 45Mbps up though - so a bit weird.

Will give it a day or two, and call Monday if it's not fixed.

johnr

19282 posts

Uber Geek
Inactive user

#875077 10-Aug-2013 14:12

What are the modem stats?

Kiwiownage

112 posts

Master Geek

#875089 10-Aug-2013 14:35

Seems better now... my download it still sitting around 15~ but upload is normal.

Ping is better which is mostly all I care about ^_^

oc35

3 posts

Wannabe Geek

#875110 10-Aug-2013 15:46

I am in Timaru and noticed last night (Fri 9th) download speed has slowed to around 9.5mbs but upload speed seemed normal. A Timaru workmate is experiencing same situation. We have both logged fault with Snap.

Is this only a Timaru or Chorus problem?

Wise

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skewt

750 posts

Ultimate Geek

#875118 10-Aug-2013 16:21

maslink: Not stupidly low here - but only getting 27Mbps down - as if I've been switched to the 30 Mbps profile. Still getting 45Mbps up though - so a bit weird.

Will give it a day or two, and call Monday if it's not fixed.

I got the same problem, as if I have been switched to the 30 Mbps profile from the 100Mbps (sigh.. again.. but that's a long story..)
I called last night and they 'reset' the profile but no change so far

billgates

4705 posts

Uber Geek

Trusted

#875123 10-Aug-2013 16:50

Had the 27mbps downstream issue last night on Snap UFB when I am on 100/50 plan. Rang them and they reset my profile and now back to full speeds.

Do whatever you want to do man.

surfisup1000

5288 posts

Uber Geek

#875146 10-Aug-2013 17:28

I've had a couple of short periods in the last week with erratic VDSL speeds from snap. eg, speedtest.net took 2 minutes to load.

Then, yesterday my modem reset/resynched at a higher rate (from 65 ->67Mbps)

No big deal though, in general you'd expect the occasional small issue (same as when I was with telecom).

maslink

131 posts

Master Geek

Subscriber

#875182 10-Aug-2013 19:05

oc35: I am in Timaru and noticed last night (Fri 9th) download speed has slowed to around 9.5mbs but upload speed seemed normal. A Timaru workmate is experiencing same situation. We have both logged fault with Snap.

Is this only a Timaru or Chorus problem?

FWIW I'm Timaru based as well...maybe a local issue?

ResponseMediaNZ

518 posts

Ultimate Geek

ID Verified

Trusted

#875183 10-Aug-2013 19:24

On Snap UFB in Christchurch - Currently sitting on

Update after full reset of all equipment including ONT - Thinking the 100/50 plan has been given the 30/10 profile for download

tiz

12 posts

Geek

#875208 10-Aug-2013 20:45

skewt:
maslink: Not stupidly low here - but only getting 27Mbps down - as if I've been switched to the 30 Mbps profile. Still getting 45Mbps up though - so a bit weird.

Will give it a day or two, and call Monday if it's not fixed.

I got the same problem, as if I have been switched to the 30 Mbps profile from the 100Mbps (sigh.. again.. but that's a long story..)
I called last night and they 'reset' the profile but no change so far

I also have this issue. On the 100/50 plan in CHCH and for the last few days I've been stuck at 27mbps down. I've rung Snap many times and managed to not kill myself with their hold music but their support is next to useless. Each time they say they are changing someone on my profile and give it a while and ring back if the problem persists, this is now getting infuriating.

I'll keep any eye on this thread to see how you other guys are getting on.

Scott.

ResponseMediaNZ

518 posts

Ultimate Geek

ID Verified

Trusted

#875209 10-Aug-2013 20:51

tiz:
skewt:
maslink: Not stupidly low here - but only getting 27Mbps down - as if I've been switched to the 30 Mbps profile. Still getting 45Mbps up though - so a bit weird.

Will give it a day or two, and call Monday if it's not fixed.

I got the same problem, as if I have been switched to the 30 Mbps profile from the 100Mbps (sigh.. again.. but that's a long story..)
I called last night and they 'reset' the profile but no change so far

I also have this issue. On the 100/50 plan in CHCH and for the last few days I've been stuck at 27mbps down. I've rung Snap many times and managed to not kill myself with their hold music but their support is next to useless. Each time they say they are changing someone on my profile and give it a while and ring back if the problem persists, this is now getting infuriating.

I'll keep any eye on this thread to see how you other guys are getting on.

Scott.

Last call I made they said they were changing my QoS and then to ring back to escalate this to enable networks so will let you know how that goes :)

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#875240 10-Aug-2013 22:08

Hi guys

To those of you who are getting less than normal performance - we have identified an issue that is being investigated by our network team now.

We will post back here once we have more information.

Thanks
Ralph

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

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