Problem with Orcon speed with Fiber.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Problem with Orcon speed with Fiber.

Kiwiprobie

155 posts

Master Geek
Inactive user

#214912 2-Jun-2017 15:28

Hi guys,

Once again I am having problems with Orcon. I have been polite and calm up till now.

The fact is my speed used to be 210 Mbps my when I first joined 200/200 fiber. The upload is not the problem. I have done every test that I can do, reset the router 5x before posting the problem on Orcons facebook page. (Not to mention since then other customers has been complaining about the speed as we with Orcon dropping their speeds and they now have blocked me from posting on it), before blocking me though they suggested that I ring Orcon tech support to have the problem fixed. So I rang Orcon, placed the fault did everything they have asked including resetting the router over and over again, I have been on the phone on and off with them getting texts left right and center asking to ring them for updates.

So I ring them, and then I get accused of it being because of chnaging the IP address to 172.38.21 1 (which is funny because the last 5 times that this has happened they have been finding the fault has been their right up to this time) so I changed it back and reset the router again. Then I ring them back and let them know what I did and let them know that I have put it back to default then they submit that to level 2 tech support and then i get another text asking me to ring them again and so I do that and they now are accussing me of using a TP LINK router and that its connected to the router when I dont have a TP LINK, I only have the Huawei ONT box and the stupid white router, both is what Orcon gave me.

Now ringing orcon every time they ask leads back to the same lies. These are the things that I have done heaps of times:

* Factary reset the router/modem (white one that they have given me) 5 times.

* I have unplugged everything and turned off wifi for the speed tests, same results

* Reinstalled windows and done a speed test, same thing.

* Turned off the ONT box 2 times for 1 hour approx and turned it back on.

* Turned off bot ONT and router off for the night and turned it back on and speed test, no difference.

* Tested my cables using a cable tester, all is good and working as they should

* Used a mates laptop and speed tested with a wired connection while everything else was unplugged apart from the ONT box and wifi off, no difference.

ALL TEST COMES BACK 141.85 Mbps I used to get 210 Mbps, and the lowest it dropped to was 185.30 Mbps, but 141.85 Mbps? I am paying 140 a month for this plan.

I have done everything that i can think of and Orcon is not helping at all, and I am really angry at them cause they keep accusing me of all this crap, and they are not really helping. I am getting really sick of this crap with Orcon, and already thinking of taking my business else where after my contract is up.

I have tried to be calm with them, I have tried to be civil, but now I am at my wits ends and they have done nothing apart from stress me out.

They clearly want to loose their customers.

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155 posts

Master Geek
Inactive user

#1793804 2-Jun-2017 15:29

Also they have delete every single post about this that I put on their facebook page. I am starting to feel like they dont mind taking my money but they do mind giving me what I pay for.

Mikek

108 posts

Master Geek

#1793825 2-Jun-2017 16:25

Just a question have you tried a different router ?

I use my own third party TP-Link router on orcon fibre, I can only talk for myself but results are pretty damn decent for me.

AUS

USA

RunningMan

8953 posts

Uber Geek

#1793839 2-Jun-2017 16:53

What platform are you using for testing, and to what servers(s)?

Kiwiprobie

155 posts

Master Geek
Inactive user

#1793874 2-Jun-2017 18:06

Mikek:

Just a question have you tried a different router ?

I use my own third party TP-Link router on orcon fibre, I can only talk for myself but results are pretty damn decent for me.

A different router no, not yet, I haven't been able to get one yet. Was thinking about getting a netgear night hawk, but I dont know if that one has SIP in it for the landline, and I haven't looked into if they have it here in NZ yet.

Kiwiprobie

155 posts

Master Geek
Inactive user

#1793875 2-Jun-2017 18:09

RunningMan:

What platform are you using for testing, and to what servers(s)?

I'm not to sure all I remember is that they are in Auckland and Hamilton for the servers that it automatically goes too.

Also I did forget to mention that they wanted me to test using linetest.nz but I have removed flash off my computer and disabled it through IE, so I wont be enabling it or reinstalling it on my PC and I have told them this too, and then they ask for a speedtest.net one even though I have told them on every call the same thing and redone the test while they have been on the phone. They just don't listen.

k1w1k1d

1519 posts

Uber Geek

#1793895 2-Jun-2017 19:06

Sounds like you should change to MyRepublic.

Sorry, couldn't miss the opportunity!

Talkiet

4792 posts

Uber Geek

Trusted

#1793915 2-Jun-2017 19:13

Kiwiprobie:

RunningMan:

What platform are you using for testing, and to what servers(s)?

I'm not to sure all I remember is that they are in Auckland and Hamilton for the servers that it automatically goes too.

Also I did forget to mention that they wanted me to test using linetest.nz but I have removed flash off my computer and disabled it through IE, so I wont be enabling it or reinstalling it on my PC and I have told them this too, and then they ask for a speedtest.net one even though I have told them on every call the same thing and redone the test while they have been on the phone. They just don't listen.

Speedtests are notoriously inaccurate between browsers, computers, versions of the same browser, Flash/HTML5, different types of speedtests, servers, OS type, version, applications installed, security software running, firewalls in the network, driver versions, network cards etc etc etc.

I've even seen speedtest.net to a local speedtest (1ms away) give wildly different results from one day to the next (for reasons I was able to explain later).

The points are:

1) You should try some other methods of testing your speed

2) If you're the sort of person that has deliberately disabled flash then you're the sort of person that could have made config changes that could impact speedtests. (Note this isn't a bad thing!)

If you haven't already, try the windows 10 Speedtest app, and manually select several of the closest speedtest servers to you... Being on fibre you should be able to find several that are within 4-5ms latency... If the latency is higher than that then you're bouncing out of town and back again.

There was an interesting comment earlier where you suggested that they said you were using a TP-link and you have never used that. I have seen one instance where a couple of customers were mixed up so when the ISP was looking at a line they were looking at someone elses line. It's exceptionally rare and it's WAY more likely the issue is still in your network or PC.

Also you can try fast.com... That's a very simple speedtest that uses the netflix servers you would be mapped to, and they are usually close and very well connected (all of ours have at least 50Gbps to them)

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

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Kiwiprobie

155 posts

Master Geek
Inactive user

#1793930 2-Jun-2017 19:39

I only change things that I have known not to cause any effect of speed. Other settings in the router I dont touch as I dont know about some of them. Also, did you read the part that I said that I borrowed a mates laptop as well and did the same test?

I will take your suggestion for fast.com, I shall do that later.

On the computer i have not changed anything and I did state that I did a reinstall of windows and did the test. So I didn't have a 3rd party firewall on my computer when I did the test again today.

Kiwiprobie

155 posts

Master Geek
Inactive user

#1793931 2-Jun-2017 19:40

k1w1k1d:

Sounds like you should change to MyRepublic.

Sorry, couldn't miss the opportunity!

Funny you should say that cause that is who I am thinking of changing to if Orcon doesnt sort this out after my contract is up.

Talkiet

4792 posts

Uber Geek

Trusted

#1793933 2-Jun-2017 19:46

Kiwiprobie:

I only change things that I have known not to cause any effect of speed. Other settings in the router I dont touch as I dont know about some of them. Also, did you read the part that I said that I borrowed a mates laptop as well and did the same test?

I will take your suggestion for fast.com, I shall do that later.

On the computer i have not changed anything and I did state that I did a reinstall of windows and did the test. So I didn't have a 3rd party firewall on my computer when I did the test again today.

You don't know for sure that you haven't changed something that could affect the speed. Some websites act badly if flash isn't enabled, some act terribly if there are ad blockers or flash blockers active.

I have seen several laptops with gig ports on them that are awful in terms of performance and because of the way SOME speedtests operate, just a tiny number of missed packets in the start of the test can have a huge impact on the final result. Some do a pretest to get an idea of how fast the access is, then customise the test based on that initial check - if the initial check is wrong then the test may not end up being suitable for the access type.

You should try the windows 10 Ookla (speedtest) app. It's easily the most reliable way to test against ookla servers (which are plentiful) since it has no flash or browser to get in the way...

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Kiwiprobie

155 posts

Master Geek
Inactive user

#1794280 3-Jun-2017 17:24

Talkiet:

Kiwiprobie:

I only change things that I have known not to cause any effect of speed. Other settings in the router I dont touch as I dont know about some of them. Also, did you read the part that I said that I borrowed a mates laptop as well and did the same test?

I will take your suggestion for fast.com, I shall do that later.

On the computer i have not changed anything and I did state that I did a reinstall of windows and did the test. So I didn't have a 3rd party firewall on my computer when I did the test again today.

You don't know for sure that you haven't changed something that could affect the speed. Some websites act badly if flash isn't enabled, some act terribly if there are ad blockers or flash blockers active.

I have seen several laptops with gig ports on them that are awful in terms of performance and because of the way SOME speedtests operate, just a tiny number of missed packets in the start of the test can have a huge impact on the final result. Some do a pretest to get an idea of how fast the access is, then customise the test based on that initial check - if the initial check is wrong then the test may not end up being suitable for the access type.

You should try the windows 10 Ookla (speedtest) app. It's easily the most reliable way to test against ookla servers (which are plentiful) since it has no flash or browser to get in the way...

Cheers - N

I do know for sure that i have not changed anything that would effect the speed cause if you have read properly mate, I have stated that I have reinstalled windows so nothing was touched since then.

I have tried fast.com/net as you suggested and same thing. And I have already tried it on windows 10, there is no difference and comes back to the same thing.

I also done a ping test and there is no packet loss at all. So please before suggesting things, read everything that I have already said properly please. Feels like we are only going around in circles with me having to repeat myself to you.

Kiwiprobie

155 posts

Master Geek
Inactive user

#1798392 12-Jun-2017 11:55

UPDATE:

Had a call from Orcon today, was really nice to talk to a Kiwi for once that actually listens and knows their job and can have a decent conversation that is going somewhere to try and help.

As I suggested to him though is to bring the call centre to NZ.

Mikek

108 posts

Master Geek

#1798757 12-Jun-2017 18:28

Kiwiprobie What area are you in ? Chorus Auckland ?

Did you try a different router yet ? Did it make any difference ?

Is the speed test results you get capped at 141.85 Mbps every time or very close to that every time ? Or massive dips up and down ?

If you run a tracert with software like WinMTR and ping NZ sites or overseas sites does it record any packet loss ?

chevrolux

4962 posts

Uber Geek
Inactive user

#1798780 12-Jun-2017 19:09

Oh god..... Sorry, I'm not going to be helpful.

Hapzardardly resetting routers and reinstalling Windows isn't fault finding. As for your comments of Orcon "accusing" you of such things is just them following normal process.

But Neil summed it up in one post (as he always does). The discrepancy you are seeing in speed differences are so so nelgible it is most likely due to speedtest issues.

If you truly believe it is Orcons network at fault then just move on to another ISP.

Kiwiprobie

155 posts

Master Geek
Inactive user

#1798808 12-Jun-2017 19:20

Mikek:

Kiwiprobie What area are you in ? Chorus Auckland ?

Did you try a different router yet ? Did it make any difference ?

Is the speed test results you get capped at 141.85 Mbps every time or very close to that every time ? Or massive dips up and down ?

If you run a tracert with software like WinMTR and ping NZ sites or overseas sites does it record any packet loss ?

Tokoroa

UFF is the contractor for my address

No as I said that I dont have the money for that at the moment.

Using the same router, but as stated I was talking to Orcon today. I noticed that I did put (like I thought that I did) they are sorting out a software that I need to run on a computer so they can give it to UFF.

Today it was 141. something Mbps most times and its the same thing every time that I have done it apart from yesterday, 131. something.

I pinged google, and there is no packet loss, and I pinged a few others as well 100% sent 100% received and 0% loss.

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