Orcon: VDSL Download speed much lower than line rate

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon: VDSL Download speed much lower than line rate

aaronaaron

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#306469 25-Jul-2023 22:02

Up until a few weeks ago our VDSL has been running fine, about 70-80 mbps down and 28 mbps up.

Then suddenly the download speed has dropped to 6.3mbps but the upload speed is still good at around 28 mbps (according to speedtest.net)

Have called their technical support line many times over the last 3 weeks, each time being told that they have logged a fault and something will be done within 72hrs but when I call back nothing has been done.

Yesterday when I called they said they booked chorus to check it out tomorrow (today). Then late last night I got an email saying the fault was resolved (it wasn't)

I called back today and was told fault was resolved as chorus remotely tested the line as OK and they don't need to check it.

Today they have sent out a new modem to test but I am not hopeful as I tested our old spark modem and its giving the same speeds

Is there anything else I can do or ask for; or do I just have to keep calling them everyday?

speedtest-

orcon supplied modem -

old spark modem -

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#3108114 26-Jul-2023 05:43

well you apear to be connecte at 124mbps down and 30mbps up on both modems so i can see why they say the issue is resolved

sure you dont have any issues in your own network?

aaronaaron

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#3108123 26-Jul-2023 07:48

Yea I'm pretty sure it's not my network, I've done lots of speed tests over the last few weeks with only one computer connected directly to the modem (by ethernet) and it's always the same 6.3mbps

cddt

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#3108178 26-Jul-2023 10:16

Just for the sake of being thorough and to rule everything possible out, try testing with a different computer, operating system, and cable.

yitz

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#3108179 26-Jul-2023 10:27

Could be worth asking for a port reset? Basically a restart of the 'modem' at the exchange end.

aaronaaron

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#3108195 26-Jul-2023 11:11

cddt:
Just for the sake of being thorough and to rule everything possible out, try testing with a different computer, operating system, and cable.

Yep, have tried Mac mini M1, windows 11 PC and my Asus router ac86u has a speed test built in as well.
The orcon modem has a speed test you can run from the account section on the website but that gives me an error everytime I try.
It says to ask them about it but when I did they had no idea lol.

yitz:
Could be worth asking for a port reset? Basically a restart of the 'modem' at the exchange end.

Will ask them when I call them tonight after testing the new modem

aaronaaron

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#3108538 26-Jul-2023 18:24

The new modem (same model as the old one, NF18ACV) made no difference as expected.

The person I spoke to today said they will escalate it with the network engineers (heard that one before) and get back to me tomorrow.

Asked about the port reset and they said that's something that the network engineers can do if needed so have to wait for them.

The waiting game continues.

nztim

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TEAMnetwork

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#3108548 26-Jul-2023 18:48

Line stats are excellent, I think that this is another issue of migration to the Vocus network, I doubt it is anything to do with Chorus

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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Jase2985

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#3108550 26-Jul-2023 18:57

it might be that all the disconnections and testing has borked something and the reset fixes it, but it might not either.

sscribenz

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#3108645 27-Jul-2023 08:19

Im currently experiencing the exact same issue with 2degrees.

I was geting ~100mbps down then sudenly its dropped to ~6 but upload is still sitting at 28.

Tried multiple modems, all showing good sync to the cabinet two doors down, but throughput stays at ~6.

Currently awaiting a Chorus tech, hopefully I can convince him to speedtest at the port, but keen to see if you get a resolution.

aaronaaron

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#3108650 27-Jul-2023 08:29

How long has it been for you?
I wonder how many others there are

sscribenz

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#3108659 27-Jul-2023 08:46

Near as I can tell midday last Friday when the modem resynced.

networkn

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#3108662 27-Jul-2023 09:02

Yeah, when you can see two people with exactly the same issue and the tests that have been done are as thorough, it definitely looks to be an issue at the ISP end (as opposed to Chorus or local network).

Unfortunately, these things can be a right pain to try and find, and fix. As frustrating as it is, patience will win the day. One thing I'd definitely be asking them to do is involve a manager and have them copied into all communication, so at least management is aware of the issue as is being reminded it's still an issue over time. The other potential thing is that if they are busy moving lots of people around, and there is a very small percentage of people affected, the commercial realities are they will prioritize the significant issues over the ones that affect a few people, despite it being significant for them.

nztim

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TEAMnetwork

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#3108686 27-Jul-2023 10:26

Guys don't constantly reboot your modem, this will cause DDLM to detect instability on the line, instead just log support cases with 2D saying that your sync is 100+mbps but your data rate is xx mbps

There is a lot of work going on in the background affecting speeds of all Vocus (now 2degrees) brands and it's affecting not only VDSL speeds but fibre also.

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

Jase2985

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#3108754 27-Jul-2023 13:01

@Sounddude something you could have the team look at?

aaronaaron

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#3109334 28-Jul-2023 16:08

Latest update from today

"I have followed up with our Assurance team and have been advised this issue is still active and being worked on by our Network Outages team.
We are requesting updates daily from them; however, they are still working on a resolution"

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