Orcon Senior Tech Support Please Help

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon Senior Tech Support Please Help

variable

124 posts

Master Geek

#209033 9-Mar-2017 19:57

I have noticed a huge degrade on my connection since last week, I still have internet but having constant lag on video games, I tried restarting many times but problem persist, I tried with another access point, same problem. I rang your tech support, which was useless and asked me to restart my modem again (I told her I have restarted many times). Basically she refused to forward to level 2 support to perform a connection reset.

I went to linetest and made sure no file upload was happening, this is the result https://goo.gl/photos/THeNbKGrhUbTtfPUA

Much appreciated.

1 | 2

13462 posts

Uber Geek

ID Verified

Lifetime subscriber

#1733952 9-Mar-2017 20:22

just because you have done troubleshooting yourself, doesnt really mean you can skip that that the help desk. just play the game with the help desk staff and you might get somewhere.

what makes you think a connection reset will work?

DarkShadow

1647 posts

Uber Geek

#1733959 9-Mar-2017 20:31

Post your line stats from the modem.

variable

124 posts

Master Geek

#1733962 9-Mar-2017 20:38

Device Info

Manufacturer: NetComm Wireless

Product Class: NF4V

Serial Number: 141007502586

Build Timestamp: 201408221004

Software Version: GURNV5.OT132A-8-NC.Orcon-R5B032.EN

Bootloader (CFE) Version: 1.0.38-114.170

DSL PHY and Driver Version: A2pv6F039i.d25b

VDSL PROFILE: 8b

Wireless Driver Version: 6.30.163.23.cpe4.12L

Voice Service Version: V2.4

Uptime: 0D 1H 58M 1S

This information reflects the current status of your WAN connection.

B0 Traffic Type: PTM

B0 Line Rate - Upstream (Kbps): 793

B0 Line Rate - Downstream (Kbps): 17583

B1 Traffic Type: Inactive

B1 Line Rate - Upstream (Kbps): 0

B1 Line Rate - Downstream (Kbps): 0

LAN IPv4 Address: 192.168.20.1

Service connection type: VDSL

Default Gateway: 60.234.8.15

Primary DNS Server: 121.98.0.1

Secondary DNS Server: 121.98.0.2

LAN IPv6 Address:

Default IPv6 Gateway: pppoa0

Date/Time: Thu Mar 9 20:38:13 2017

variable

124 posts

Master Geek

#1733968 9-Mar-2017 20:46

Funny thing is when I go to speedtest.net, it shows I am with slingshot...

Jase2985

13462 posts

Uber Geek

ID Verified

Lifetime subscriber

#1733972 9-Mar-2017 21:01

what speedtest shows means nothing in terms of ISP

we need to know what your attenuation figures are

variable

124 posts

Master Geek

#1733999 9-Mar-2017 21:08

So... where do I get that for you?

Jase2985

13462 posts

Uber Geek

ID Verified

Lifetime subscriber

#1734007 9-Mar-2017 21:16

device info > statistics > xdsl

take a screen shot and upload it and make sure its a good resolution when you post it so its readable

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

variable

124 posts

Master Geek

#1734008 9-Mar-2017 21:19

Here it is. Thanks

https://goo.gl/photos/K9nBeCKQDUtZJpuy6

Jase2985

13462 posts

Uber Geek

ID Verified

Lifetime subscriber

#1734010 9-Mar-2017 21:21

given your attenuation your connection speed looks fine.

what is your problem? slow connection or something else? if so what did it used to be?

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1734011 9-Mar-2017 21:23

Based on your upload speed on that test and your sync rates i would say..

a, Your using wireless to test, which instantly invalidates any argument of connection issues.

b, Your connection is still being used to upload files - You bouncing speeds and jitter would imply this is the likely one on the list.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

variable

124 posts

Master Geek

#1734012 9-Mar-2017 21:23

We are having:

1. slow download speed, eg. screenshot of linetest, same with speedtest

2. constant lag on video games, both DOTA and Battlefield 1, same lag on different computers.

variable

124 posts

Master Geek

#1734013 9-Mar-2017 21:27

hio77:

Based on your upload speed on that test and your sync rates i would say..

a, Your using wireless to test, which instantly invalidates any argument of connection issues.

b, Your connection is still being used to upload files - You bouncing speeds and jitter would imply this is the likely one on the list.

I am aware of uploading files ruins the connection(been through this here before), so I made sure no one was uploading, we didn't have this problem until last week.

When uploading files, the downlink drops to less than 1MB, so I am sure this is not the case.

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1734016 9-Mar-2017 21:29

variable:

We are having:

1. slow download speed, eg. screenshot of linetest, same with speedtest

2. constant lag on video games, both DOTA and Battlefield 1, same lag on different computers.

Particularly on an ADSL connection (I note the type is VDSL but your rates are very much in realm of ADSL2+), both of these would be caused by having upload traffic causing congestion on the upstream.

Have you got a master filter installed? I note the upstream rate is not very high, usually for 17Mbps down you should have a perfect upstream something like 1200kbps

But you need to look more closely for any background process which is uploading data (cloud sync, peer to peer, etc).

Then do an isolation test - disable wifi, attach only one PC to the router with a cable, make sure nothing is running in background (at all) and then do a test / some gaming. See how that looks.

HTH

variable

124 posts

Master Geek

#1734017 9-Mar-2017 21:34

ubergeeknz:

variable:

We are having:

1. slow download speed, eg. screenshot of linetest, same with speedtest

2. constant lag on video games, both DOTA and Battlefield 1, same lag on different computers.

Particularly on an ADSL connection (I note the type is VDSL but your rates are very much in realm of ADSL2+), both of these would be caused by having upload traffic causing congestion on the upstream.

Have you got a master filter installed? I note the upstream rate is not very high, usually for 17Mbps down you should have a perfect upstream something like 1200kbps

But you need to look more closely for any background process which is uploading data (cloud sync, peer to peer, etc).

Then do an isolation test - disable wifi, attach only one PC to the router with a cable, make sure nothing is running in background (at all) and then do a test / some gaming. See how that looks.

HTH

Definitely not wifi problem, just tried wired connection.

Google photos manager used to be the source of the problem so I have it turned off already...

I have told everyone else to turn off their computer, mine runs 2 OS, mac and windows, both of them having the same issue, I seriously doubt it's uploading the culprit here, as I wasn't having issues before last week.

coffeebaron

6234 posts

Uber Geek

Trusted

Lifetime subscriber

#1734019 9-Mar-2017 21:42

Do you have a master filter installed?

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
Wi-Fi and networking
Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

1 | 2