[Snap] Snap UFB Latency

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Snap UFB Latency

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364 posts

Ultimate Geek

#891415 7-Sep-2013 18:49

As per earlier posts in the thread I originally had from 2 to 5ms and then recently it dropped to 13ms and now today its 62ms. One of the other threads has someone else who is with Snap in Christchurch and has had the same drop today.

Will have to call snap tomorrow if it hasn't been resolved.

skewt

750 posts

Ultimate Geek

#891877 9-Sep-2013 08:36

Otagolad, Did you contact snap?

Otagolad

364 posts

Ultimate Geek

#891895 9-Sep-2013 09:15

skewt: Otagolad, Did you contact snap?

I contacted them around lunchtime yesterday and the customer support guy passed it on to his Biz??? team. He then called me back an hour or so later and said that it was a known issue that they hoped would be resolved by the end of the day or this morning. Before I left for work I ran the same tests and got the same results so still an issue. If it isn't resolved this afternoon I'll call them back.

The thing that frustrates me is that initially when I posted about this my claims were dismissed out of hand by most people and by "Ralph", however since posting screen shots of the ping etc. I haven't heard a word from those same people and worse "Ralph" hasn't said boo. Would be really useful if Snap could respond on this thread, or the other one (http://www.geekzone.co.nz/forums.asp?forumid=90&topicid=129204) as to what the issue is.

Lorenceo

904 posts

Ultimate Geek

Trusted

#891995 9-Sep-2013 11:47

To be fair speedtest.net pings can be inaccurate. Posting results from a proper test though, that's much harder for them to dismiss. ;)
Good news that Snap are looking into it.

Otagolad

364 posts

Ultimate Geek

#892042 9-Sep-2013 13:00

Lorenceo: To be fair speedtest.net pings can be inaccurate. Posting results from a proper test though, that's much harder for them to dismiss. ;)
Good news that Snap are looking into it.

That's true, however in my experience the speedtest.net results have pretty much been exactly the same as my pings. I wonder if this latency issue is only affecting a few people or whether its quite widespread and most people aren't aware of it - I'm betting on the latter.

steve98

1386 posts

Uber Geek

Trusted

#892189 9-Sep-2013 16:28

Yesterday on my Snap UFB connection in Chch I was getting pings to snap.net.nz at 64ms which I thought was bad... but now they're up to almost 200ms... anyone know what's going on? There has been no update from Snap since Saturday.

Traceroute has started…

traceroute to snap.net.nz (202.37.100.24), 64 hops max, 72 byte packets
1 fritz.box (192.168.178.1) 0.670 ms 0.554 ms 0.451 ms
2 64.37.69.111.static.snap.net.nz (111.69.37.64) 35.847 ms 32.821 ms 32.215 ms
3 80.53.69.111.static.snap.net.nz (111.69.53.80) 166.689 ms 165.498 ms 163.943 ms
4 30.100.37.202.static.snap.net.nz (202.37.100.30) 192.748 ms 191.600 ms 197.126 ms
5 cookiemonster.snap.net.nz (202.37.100.24) 196.184 ms 196.742 ms 197.184 ms

schmoogol

76 posts

Master Geek

ID Verified

#892224 9-Sep-2013 16:47

Just got off the phone with Snap. A recent network issue seems to be causing the ~200ms ping which they tell me should be resolved in a couple of hours.

Previous to this, my ping has also been higher than usual for a couple days (I've been away so not noticed). They have reset my network profile which will hopefully resolve that issue also.

Sharesies kids

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AidanS

458 posts

Ultimate Geek

#892249 9-Sep-2013 17:05

Otagolad:
skewt: Otagolad, Did you contact snap?

The thing that frustrates me is that initially when I posted about this my claims were dismissed out of hand by most people and by "Ralph", however since posting screen shots of the ping etc. I haven't heard a word from those same people and worse "Ralph" hasn't said boo. Would be really useful if Snap could respond on this thread, or the other one (http://www.geekzone.co.nz/forums.asp?forumid=90&topicid=129204) as to what the issue is.

I think the thing you need to realise is this is a forum not a support ticket system. Meaning; that having a representative from Snap being active in here is a privilege and will most likely be at the bottom of their daily priorities at work. Your best bet if you want to get an answer ASAP is to remain in contact with Snap directly or even try contacting their twitter team as they take twitter quite seriously.

-Aidan.

Otagolad

364 posts

Ultimate Geek

#892292 9-Sep-2013 18:21

AidanS:
Otagolad:
skewt: Otagolad, Did you contact snap?

The thing that frustrates me is that initially when I posted about this my claims were dismissed out of hand by most people and by "Ralph", however since posting screen shots of the ping etc. I haven't heard a word from those same people and worse "Ralph" hasn't said boo. Would be really useful if Snap could respond on this thread, or the other one (http://www.geekzone.co.nz/forums.asp?forumid=90&topicid=129204) as to what the issue is.

I think the thing you need to realise is this is a forum not a support ticket system. Meaning; that having a representative from Snap being active in here is a privilege and will most likely be at the bottom of their daily priorities at work. Your best bet if you want to get an answer ASAP is to remain in contact with Snap directly or even try contacting their twitter team as they take twitter quite seriously.

-Aidan.

Really? I mean, Really??? You think I don't understand this isn't a support ticket system - frankly, I don't know how some people make it through the day. If you took the time to read the thread you would see that:

1. After I posted about the issue "Ralph" replied and I followed its recommended course of action and have not heard a peep since - common courtesy would suggest a reply of some sort.

2. A number of other people are experiencing the same issue, so its not outside the realms of possibility that Snap might want to make a general announcement about it.

3. I have already made two calls to Snap and both times I have been told they are aware of it and that it'll be resolved shortly - still not resolved, so hoping against hope that this thread might prompt some action or at least some meaningful feedback from Snap.

Understand? Good.

Cheers

Otagolad

Otagolad

364 posts

Ultimate Geek

#892529 10-Sep-2013 09:33

As a quick update, my ping speeds have now dropped from the 70ms range to 28ms, however in my view this is still unacceptable so I'll be giving Snap another call today.

Steve98 - what are your ping tests looking like now?

kyhwana2

2563 posts

Uber Geek

#892701 10-Sep-2013 13:29

Otagolad: As a quick update, my ping speeds have now dropped from the 70ms range to 28ms, however in my view this is still unacceptable so I'll be giving Snap another call today.

Steve98 - what are your ping tests looking like now?

Your "ping speeds" have nothing to do with speed (other than the speed of light). You also don't mention where your 28ms latency is TO..
If it's inside snap's network, they can do something about it (unless of course that's the physical distance.. light only travels at 2/3rds c in fibre), if it's outside snaps network, there's not much they can do..

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#892720 10-Sep-2013 13:43

Hi guys

Sorry for the delay posting here, Ralph has been sunning himself in Fiji ;)

At the moment we are working on several improvements for our DSL and UFB customers, so at present we are in the process of moving some of our aggregation areas around which might show a higher latency on the first hop than what you have previously expected.

One thing to note is that your overall latency has not gone up, if you check your latency to sites overseas, and in most cases throughout NZ your latency will be exactly the same - to some extent and this is the case on yours Otagolad your first hop which previously showed ~5ms is now just not showing up on your trace-routes as its being transported by at a lower network layer to an aggregation point. This won’t have any effect on the performance of your connection with us.

However on Sunday we did have a fibre cut between Christchurch and Wellington, and we automatically moved traffic to an alternate path up the country, which would have effected lower South Island users, this has now been resolved and traffic is flowing as per normal.

Cheers
Ralph

Snap

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

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Otagolad

364 posts

Ultimate Geek

#892721 10-Sep-2013 13:43

kyhwana2:
Otagolad: As a quick update, my ping speeds have now dropped from the 70ms range to 28ms, however in my view this is still unacceptable so I'll be giving Snap another call today.

Steve98 - what are your ping tests looking like now?

Your "ping speeds" have nothing to do with speed (other than the speed of light). You also don't mention where your 28ms latency is TO..
If it's inside snap's network, they can do something about it (unless of course that's the physical distance.. light only travels at 2/3rds c in fibre), if it's outside snaps network, there's not much they can do..

Sorry, meant ping time has come down but in my opinion is still too high. My speed is fine with UFB speeds of approx 94/48. All pings have been to snap addresses as requested by them. Biggest issue is that latency has gone from 2ms to 5ms on install to 73ms a few days ago and back down to 28ms now with no explanation forthcoming of why they have increased.

kyhwana2

2563 posts

Uber Geek

#892867 10-Sep-2013 18:43

Otagolad:
Sorry, meant ping time has come down but in my opinion is still too high. My speed is fine with UFB speeds of approx 94/48. All pings have been to snap addresses as requested by them. Biggest issue is that latency has gone from 2ms to 5ms on install to 73ms a few days ago and back down to 28ms now with no explanation forthcoming of why they have increased.

See Ralphs explanation above..

steve98

1386 posts

Uber Geek

Trusted

#892874 10-Sep-2013 19:03

Otagolad:

Steve98 - what are your ping tests looking like now?

Better today --

PING snap.net.nz (202.37.100.24): 56 data bytes 64 bytes from 202.37.100.24: icmp_seq=0 ttl=60 time=13.309 ms 64 bytes from 202.37.100.24: icmp_seq=1 ttl=60 time=16.130 ms 64 bytes from 202.37.100.24: icmp_seq=2 ttl=60 time=15.701 ms 64 bytes from 202.37.100.24: icmp_seq=3 ttl=60 time=15.487 ms 64 bytes from 202.37.100.24: icmp_seq=4 ttl=60 time=14.429 ms 64 bytes from 202.37.100.24: icmp_seq=5 ttl=60 time=13.499 ms 64 bytes from 202.37.100.24: icmp_seq=6 ttl=60 time=13.226 ms 64 bytes from 202.37.100.24: icmp_seq=7 ttl=60 time=16.297 ms 64 bytes from 202.37.100.24: icmp_seq=8 ttl=60 time=16.191 ms 64 bytes from 202.37.100.24: icmp_seq=9 ttl=60 time=15.102 ms

EDIT: Oops, well that pasted horribly. But you can see about 15ms.

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