Limited upload speed after network migration

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Limited upload speed after network migration

schmoogol

34 posts

Geek

#306335 13-Jul-2023 22:57

The (relatively minor) problem:

I was migrated to the Vocus network last week (July 4th) and since then have had my upload speed limited to 59 Mbps. I’m on a 300/100 plan and am managing to get 330 Mbps down speeds still. I have tested speeds across multiple wired and wireless devices using SpeedTest.net (app and browser) and nperf, all with the same result. I have power cycled my ONT and router and am otherwise having no issues.

I originally thought that I had messed up a setting somewhere in switching from PPPoE to DHCP after the network migration (I’m using a third-party router) but have now had a chance to factory reset my FritzBox and confirm that the issue persists using it also (PPPoE).

The support experience:

I emailed 2degrees support about this the same day and got a call from them a week later in the evening. They proceeded to confirm I was me and then dumped me straight onto hold for technical support (why not just have technical call me directly?). I decided I would wait it out for a while since I had a little time but the person who eventually picked up let me know that technical support had closed for the evening and they would call me back Saturday (my request). I got a call-back during work the next day instead but didn’t have time to talk to them – hopefully they’ll call again this weekend.

Questions in the meantime:

Is anyone else experiencing this problem?

Is it possible that there is a profiling issue on 2degrees’ side (or something like that)?

Is there anything else I could try on my end to avoid more hold music?

1 | 2

475 posts

Ultimate Geek

#3104150 14-Jul-2023 17:33

Exactly the same issue here. First call was told to reset router. I did this and nothing changed..upload speed still 50-60. I wasnt exactly in a panic as the internet was still perfectly workable but wanted them to know that an issue existed.

Called them back yesterday and got a South African call centre which was almost impossible to understand partly due to her accent and partly due to the background noise from the call centre. After some time explaining and her having a look I was informed that 50-60 upload was as good as I was going to get and had no reason to complain.

Checked it again today and it is still 320/57

Up to 2 degrees I guess. I am not going through the indignity of calling again as I dont have all those hours spare. Next call will be to a new ISP if this isnt sorted in a few weeks.

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schmoogol

34 posts

Geek

#3104171 14-Jul-2023 19:56

That doesn’t fill me with a lot of hope for getting the issue resolved. It seems more likely that it’s a problem on their end now, at least.

I’ll chime back in here if I have any more success than you on the phone.

quickymart

11197 posts

Uber Geek

ID Verified

#3104175 14-Jul-2023 20:50

Their call centre is in South Africa now? That's a new one. First time I've heard of a call centre being outsourced to there.

yitz

1873 posts

Uber Geek

#3104177 14-Jul-2023 20:57

quickymart:

Their call centre is in South Africa now? That's a new one. First time I've heard of a call centre being outsourced to there.

Outside of Australia, iiNet had call centres in Auckland and Cape Town.

boosacnoodle

651 posts

Ultimate Geek

#3104243 14-Jul-2023 23:12

They do have a South African call centre now, due to a "tight labour market". Not even hiring anymore for the NZ call centre from what I can see on their careers page. Last I checked they were paying close to minimum wage too, so make of that what you will.

https://www.stuff.co.nz/business/300779364/tight-labour-market-forces-2degrees-to-turn-to-south-african-call-centre

RunningMan

7960 posts

Uber Geek

#3104259 15-Jul-2023 07:52

Appears they are not just taking calls about pre pay (mobile) customers as per the linked article.

schmoogol

34 posts

Geek

#3104311 15-Jul-2023 12:32

I spoke to technical support on the phone this morning. The technician talked to their manager about the issue and it seems like it is now a known problem that they are working on but with no ETA they could give.

RunningMan

7960 posts

Uber Geek

#3104393 15-Jul-2023 15:40

@graymond perhaps this is related to this issues in your thread.

Bluntj

475 posts

Ultimate Geek

#3106402 20-Jul-2023 20:35

I still have the same problem ie speed 300/50 approx. Despite two call centre calls I have had no joy getting any progress or if its a known issue? Could even be a Chorus issue.

Do you still have this issue?

schmoogol

34 posts

Geek

#3106434 20-Jul-2023 23:30

Yeah, my upload is still limited as well. I haven’t had any communication from 2degrees since my last post and am just playing the waiting game at this point - hopefully they’re actually looking into a fix. It seems like it might not be a particularly widespread problem considering the lack of other affected people in this thread, so I imagine it’s not very high on their priority list.

Bluntj

475 posts

Ultimate Geek

#3106441 21-Jul-2023 01:40

schmoogol: Yeah, my upload is still limited as well. I haven’t had any communication from 2degrees since my last post and am just playing the waiting game at this point - hopefully they’re actually looking into a fix. It seems like it might not be a particularly widespread problem considering the lack of other affected people in this thread, so I imagine it’s not very high on their priority list.

Im not convinced they think its an issue. My last tech call told me that there was nothing wrong with 50-60 upload and falls within 2degrees guidelines.