Getting the wrong speeds

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Getting the wrong speeds

bustanz

4 posts

Wannabe Geek

#147416 18-Jun-2014 15:59

Hey.

We had fiber installed a couple of days ago now, and we noticed that we weren't getting the speeds that we signed up for, so we called Orcon to try and sort the issue, but all we were told was to restart the internet and do a speed test, and I know this isn't going to fix the problem.

The speeds that we are getting are pretty much 30 down, 10 up. It doesn't ever go higher than 31 or 11. We have done speed tests on both speedtest.net and the one provided by Orcon.

We signed up for the 100 down, 50 up, unlimited plan and Orcon says that's what is on our account.

What can we do to get this fixed?

This is our speed

PeterReader

5970 posts

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Geekzone

Lifetime subscriber

#1068615 18-Jun-2014 15:59

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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l43a2

1747 posts

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#1068625 18-Jun-2014 16:01

are you testing over wifi or wired

bustanz

4 posts

Wannabe Geek

#1068626 18-Jun-2014 16:02

Wired

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1068629 18-Jun-2014 16:04

Hi There,

A bit odd that your tests are showing very close to 30/10.

Did you get a ticket# from us? Could you PM me with this (if you have it) and your Orcon username, I'll get it looked over for you.

Cheers

bustanz

4 posts

Wannabe Geek

#1068631 18-Jun-2014 16:06

ubergeeknz: Hi There,

A bit odd that your tests are showing very close to 30/10.

Did you get a ticket# from us? Could you PM me with this (if you have it) and your Orcon username, I'll get it looked over for you.

Cheers

I haven't got a ticket number, are still able to have a look?

ubergeeknz

3344 posts

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Vocus

#1068634 18-Jun-2014 16:07

bustanz:
ubergeeknz: Hi There,

A bit odd that your tests are showing very close to 30/10.

Did you get a ticket# from us? Could you PM me with this (if you have it) and your Orcon username, I'll get it looked over for you.

Cheers

I haven't got a ticket number, are still able to have a look?

Sure. Just PM me your username.

lucky015

740 posts

Ultimate Geek

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#1068667 18-Jun-2014 17:05

With speeds almost dead on 30/10 I'd be extremely suprised if it was anything other than you being provisioned at the incorrect speed, As to whether the provisioning issue is with chorus or orcon is another matter.

ubergeeknz

3344 posts

Uber Geek

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Vocus

#1068669 18-Jun-2014 17:09

lucky015: With speeds almost dead on 30/10 I'd be extremely suprised if it was anything other than you being provisioned at the incorrect speed, As to whether the provisioning issue is with chorus or orcon is another matter.

Neither, as it happens ;) There are other LFCs you know.

mentor

132 posts

Master Geek

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Lifetime subscriber

#1068674 18-Jun-2014 17:12

I had similar issues with my recent UFB connection. It turned out that the profile on the ONT was set to 30/10 while my profile at the isp was 100/50.

bustanz

4 posts

Wannabe Geek

#1068718 18-Jun-2014 17:44

mentor: I had similar issues with my recent UFB connection. It turned out that the profile on the ONT was set to 30/10 while my profile at the isp was 100/50.

That is our exact issue, i just called them and they confirmed it. I keep getting different answers from everyone i called about it, so i thought stuff it, call them haha.

FireEngine

1217 posts

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#1068739 18-Jun-2014 17:57

bustanz: That is our exact issue, i just called them and they confirmed it. I keep getting different answers from everyone i called about it, so i thought stuff it, call them haha.

Who is "everyone you called about it"?

We are at the mercy of the LFC in terms of provisioning of the ONT, we have no visibility whether they have set the correct speeds until the customer is lit up and able to test.

Our apologies and we are glad it is sorted.

Regards FireEngine

hyperman

418 posts

Ultimate Geek

#1068772 18-Jun-2014 18:44

ubergeeknz:
lucky015: With speeds almost dead on 30/10 I'd be extremely suprised if it was anything other than you being provisioned at the incorrect speed, As to whether the provisioning issue is with chorus or orcon is another matter.

Neither, as it happens ;) There are other LFCs you know.

And if The Op is the same person I spoke to at work and suggested to post on here, it will be UFF

The views expressed by me are not necessarily those of my employer