Upload Speed Capped? Orcon @Home Bronze

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SBPnz

6 posts

Wannabe Geek

#72471 26-Nov-2010 20:05

Hey, im Kenny.

Recently, Orcon offered new plans with the new GST changes.

We chose the new Orcon @Home, 5gb + 10gb. With Home Bronze Calls.

Change over was fine, Price was fine, Download speed we were happy with.

The new plan claims, Full Speed Upload & Download. Although i found once i was on the new plan uploading (Videos to Youtube) became noticeably slower. We ran speed tests with varying download speeds coming back from different international destinations, but ALL uploads on the test were 0.12mbps.

I did the infamous isolation tests after contact with orcon, every combination possible, with or without firewalls, with or without filters, speed tests with 3 different browsers the list goes on. Every single test came back with 0.12mbps upload to every single server.

Orcon came back with this,

"It would appear that now we have been experiencing issues with International speeds at certain times of the day, our Engineers are aware of the problem and hope to have a good resolution on Friday 5 November. However in the event of this not being the case with your connection, I have added these results to your account. If you do not notice any improve after Friday, just give us a call where we can put all this information together and lot a slow speeds fault."

Its Friday November 26, no change. I rang orcon as told in the email, after hearing the automated "international speed issues for home plan customers" message i finally got the most dull depressed voice i have ever herd on a customer service line. I told him the same information in the emails, and he said it may be an issue with the modem. ( I have XH9950 DSE Wireless ADSL Router 802.11g 4-Port)

The modem has been trouble free, but i turned it on and off, reset it and reinstalled the latest firmware.. still no change..

Now reading some of the stuff about orcon around the web forums the last few months has been a little off putting, so my questions to anyone who might have any input out there,

Am i right in suspecting Orcon have capped my upload speed?
OR
Am i at the best for my connection? (despite it never varying beyond 0.12mbps?)
OR
My Router has an issue?

I am connected to the router via ethernet, while the Laptop in the kitchen connects wirelessly (which by the way also gets the same 0.12mbps upload)

Any help will be greatly appreciated

XH9950 DSE Wireless ADSL Router 802.11g 4-Port
Downstream Upstream
SNR Margin: 16.0 13.0 db
Line Attenuation: 9.5 5.5 db
Data Rate: 8128 864 kbps

I also have my speed tests and ping/tracert info available

Also, with Orcons home phone line it appears they dont offer Toll Bars.. which is $20 a month annoying when someone out there is charging up on the free calls

We are positive it is no one in this household and the numbers arent anyone we know..

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13 posts

Geek

#410087 26-Nov-2010 23:23

Hi there,

Looking at your routers stats I would say that it would most likely be an issue on Orcon's side. I would recommend giving them a quick call and requesting that a slow speeds fault is lodged as you have already completed all the required trouble shooting. They may first need to confirm that you are on the correct profile as it sounds as if there may have been an issue with this in which case it should be an easy fix.

Cheers

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#410261 27-Nov-2010 19:13

Hi

Can you confirm if you purchased the FS/FS package or the FS/128k package?

SBPnz

6 posts

Wannabe Geek

#410275 27-Nov-2010 20:44

This is direct copy from the email i received entitled "Change plan successful"

"This is a quick confirmation that we've received your plan upgrade request. Your new plan will take place on the 23rd of October (from your next bill).

Here's a summary of your new plan with GST inclusive prices;

Orcon@Home Bronze (5GB) + 10GB add-on (more details here) for $95.99 per month.
Full Speed upload and download.
Home phone is included.
Thanks again for choosing Orcon.

The Team at Orcon"

gpsboy

40 posts

Geek

ID Verified

Lifetime subscriber

#410413 28-Nov-2010 16:04

I am working through the same issue with Orcon at the moment. Same plan upgrade as you. Download 10-12Mbps but my upload has stayed at 128k. I did the plan change 13/10 effective from 23/10. I have made weekly calls to customer support since 27/10 and done two tests using their diagnostics. I finally received an email on 24/11:

"Our engineers have identified a throughput limitation which has been our MAX/MAX customers.

Reading through the fault you have submitted to us I can see the throughout for your upstream was not able to to exceed 128K. As our engineers have since addressed the throughput limitation you should now be able to upload at max speed again.Could you please retest your upload, if you are unable to exceed 128k can you please rerun the diagnostic tool"

But the upload using speedtest is still 128k.

One thing I pointed out to them was that the upload to a Wellington server runs at 6-800k and their test shows this too. All other servers are 128k.

Will post again when things get sorted - hopefully.

I am on a Hillcrest, Hamilton cabinet.

Cheers

SBPnz

6 posts

Wannabe Geek

#410427 28-Nov-2010 17:11

Thats interesting. Cheers for the reply!

Il give them another call when i have time and see what happens

Beavis

159 posts

Master Geek

#410458 28-Nov-2010 20:01

I have exactly the same problem after "upgrading". It will never go over 128kb upload except to Wellington in Orcons diagnostic software. I have not had an answer from them yet, but will stir the pot with them soon...

Peter

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#410498 28-Nov-2010 22:21

Thanks for the feedback guys

I will look into it from my end to and get you some answers.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

Beavis

159 posts

Master Geek

#413163 5-Dec-2010 21:19

Only 20 days to Christmas... Would be nice to get this problem sorted out by then, but not holding my breath. Have had no feedback from Orcon which is rather disappointing. I guess you only find out how helpful/good your ISP is, when you have a problem.

gpsboy

40 posts

Geek

ID Verified

Lifetime subscriber

#413279 6-Dec-2010 07:58

Since my last post I made another call on 1/12. CSR said my problem had been escalated and she would ring back with an update later that day. Still waiting for that call back!

Upload speed still 128k.

gpsboy

40 posts

Geek

ID Verified

Lifetime subscriber

#414496 8-Dec-2010 10:34

Another call made to Orcon today for an update. After checking with tech support the CSR advised the problem was not an easy fix, other people had it as well, they were very busy and to not to expect any resolution until next year.

Paul

Beavis

159 posts

Master Geek

#414819 8-Dec-2010 22:52

If it was any other normal business (except Microsoft), you would expect to get your money back, or at least a discount...

SBPnz

6 posts

Wannabe Geek

#414822 8-Dec-2010 22:59

Yeah this is ridiculous.. we deserve some compensation of some sort because this has been going on for well more than a month now, and considering its happened from day one of the plan change is that not false advertising? Im not getting what i was told i would be getting.

Any thought to someone like me who perhaps runs a small home based business that requires the upload speed promised by the plan? I mean that is the reason i payed for this specific plan in the first place as it was the right deal for me... but certainly not at these speeds

$$$$$$$$$$$$$$$$$

Athlonite

1828 posts

Uber Geek
Inactive user

#415344 10-Dec-2010 05:04

SBPnz: Hey, im Kenny.

XH9950 DSE Wireless ADSL Router 802.11g 4-Port
Downstream Upstream
SNR Margin: 16.0 13.0 db
Line Attenuation: 9.5 5.5 db
Data Rate: 8128 864 kbps

I also have my speed tests and ping/tracert info available

Also, with Orcons home phone line it appears they dont offer Toll Bars.. which is $20 a month annoying when someone out there is charging up on the free calls We are positive it is no one in this household and the numbers arent anyone we know..

that router status looks like your modem is using Gdmt to connect instead of ADSL2+ if you can find out in the modems setup pages where it says DSL MODE or TYPE and set it to ADSL2+ and save and reboot and see what sort of connection you get

SBPnz

6 posts

Wannabe Geek

#415345 10-Dec-2010 05:18

Cheers for that.. But still no luck

Quick test to christchurch

10.2 Down (2mbps improvement)
0.10 Up

:(

Athlonite

1828 posts

Uber Geek
Inactive user

#415510 10-Dec-2010 13:13

it certainly looks like Orcon have you on an FS/128 profile

well If the upload gets fixed by Orcon you'll see atleast another 2mbps again on the DL side

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