Poor international performance

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Poor international performance - 2D Fibre

reticent

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#302606 5-Dec-2022 21:32

Anyone noticed poor performance on 2Degrees fibre between around 8:20 - 9:30pm most evenings?

I stream a lot of media from the UK and France. Downloads crash to only a few hundred kilobytes a second. Speed tests on UK servers drop to only a few mb/s.

This is evident even to local stuff, I can see packet loss during these periods:

And it's been getting worse over the last week. Each spike has higher latency, and more packet loss.

Pretty pissed off about it - had the same thing a month or so ago and I signed up to a 12m contract. Looks like bandwidth contention.

Understand this could be things outside of 2D's control, but I'd also be surprised if this is something which affects everyone in NZ.

It's not a local issue either - this is wired network, no other users etc.

jnimmo

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#3006126 5-Dec-2022 22:58

I don’t have any evidence, but certainly have found TVNZ to be performing pretty poorly recently, shows streaming in low res etc.

xpd

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#3006140 6-Dec-2022 07:16

Noticed Prime Video seems to stream at full rate happily for a few mins, then drop down to dial up spec, then slowly ups the rate again.... only been like this the last few weeks. Not overly noticed any other issues, but then again I'm not running any tests etc. Might do so when I come back from Chch later this week.

XPD / Gavin

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c0ld

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#3006143 6-Dec-2022 07:38

xpd:
Noticed Prime Video seems to stream at full rate happily for a few mins, then drop down to dial up spec, then slowly ups the rate again.... only been like this the last few weeks.

Identical experience streaming content from DAZN recently after it working fine from months. Their helpdesk advise no changes on their side.

timmmay

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#3006193 6-Dec-2022 10:49

Neon sometimes hiccups around 20.30 - 21.30 in the evening, drops to a lower resolution or pauses for a second or two at a time, but is usually fine.

reticent

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#3006427 6-Dec-2022 16:07

It's the type of issue I know would go nowhere with a support ticket, if they even ever answered at all.

I should have taken up their offer on the free contract cancellation when they increased prices in August :)

hsvhel

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#3006576 6-Dec-2022 20:13

Ouch, I just saw an offer for 12mths, good rate
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Came here to check the service, this was the first post

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cokemaster

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#3006588 6-Dec-2022 21:25

Re: @c0ld, I highly suspect that the helpdesk either don't have a 'parent/outage ticket' for groups of customers experiencing poor performance or just didn't escalate it up. From my experience, the gap between the helpdesk and the folks that can tell whether bottlenecks are occurring is such, that without a ticket being escalated - its just not going to be investigated.

Re: @reticent - you can try using the CGA and rattling the saber that way. I know consumer ISP speeds aren't guaranteed, but if they have a regular track record of not delivering the speeds to the ONT/gateway... I think you'll probably have an avenue that you can go through.

Re: @hsvhel - the other call out is the customer service wait times and even their IVR refusing to allow you to enter a queue (https://www.geekzone.co.nz/forums.asp?forumid=81&topicid=302418). New customers are probably more likely to need the helpdesk during the initial set up process, so keep that in mind (or set your expectations accordingly). My advice is that I think 2D still has a solid service offering (although their free data hour is a gimmick), I would recommend holding off until they can answer calls in 30 minutes or less.

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c0ld

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#3006590 6-Dec-2022 21:30

cokemaster:
Re: @c0ld, I highly suspect that the helpdesk either don't have a 'parent/outage ticket' for groups of customers experiencing poor performance or just didn't escalate it up. From my experience, the gap between the helpdesk and the folks that can tell whether bottlenecks are occurring is such, that without a ticket being escalated - its just not going to be investigated.

True, but the fact their (DAZN) streaming service works perfectly without buffering even from a poor Westfield mall free WiFi service (speedtests showed 14Mbps) vs the 300Mbps service provider by 2D at home makes me think the issue is at 2D end. I tried contacting 2D but we all know how that is currently.

cokemaster

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#3006591 6-Dec-2022 21:33

Absolutely and the 'time to fix' is probably not very long... as long as someone (contact centre) can create a trouble ticket and get the right teams to look at it (which is the challenge).

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pwner

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#3007400 8-Dec-2022 15:32

The team have been busy making some changes, are people still seeing these issues?

Any posts are personal comments and not that of my employer

reticent

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#3007473 8-Dec-2022 20:25

pwner:

The team have been busy making some changes, are people still seeing these issues?

No actually! My wife reports no issues yesterday evening and I've had a look at my smokeping and can see no packet loss in a period there usually would be. Assuming you fixed something during that 40 minute outage on the morning of the 7th? :)

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c0ld

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#3008408 11-Dec-2022 11:46

pwner:
The team have been busy making some changes, are people still seeing these issues?

100% better - thanks for sorting 🙂

pwner

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#3009075 12-Dec-2022 16:00

Great to see it has been sorted

Any posts are personal comments and not that of my employer