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13 posts

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# 142624 18-Mar-2014 22:50
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Hi All, 

Again i'm having trouble with Orcon Fibre. So I thought i'd post to let you know what's happening and keep you updated in case you were considering joining. This topic is unresolved for now, and i'll post if updated. 

To start off with from when Fibre was available in my area I signed up immediately on a 100mbps/50mbps plan, Numerous promises, dozens of emails, a formal complaint & 5 months later fibre was eventually installed. 

Things seemed to be going great, my upload seemed to speedtest ok. But then never performed as it speedtested. 6 months down the track, I require upload for work and uni (I have never uploaded anywhere past 500KB/s) and I talked to another Orcon customer who advised it may be the genius router that was giving the troubles he had contacted support they had diagnosed it and replaced it. So I ran this by Orcon support.

And did as they requested;
Performed 18 speedtest screenshots in 3 different browsers (barebone, no wireless,  one computer connected to router) all showing different results, It varied from 2mbps to 44mbps. 
Ran the Orcon test tool multiple times
I then performed FTP Tests as they required to the Orcon servers. Of the 3 I performed, only one went through as it should, the others gradually, for lack of a better word, dwindled down to next to no upload speed, the 500MB test file, taking at most over an hour and half+ to upload.

After sending these to them.. (I admit i did shop a Piccard with his hand over his face on the 1hr 30+ result :/ ) I haven't received a reply in 2 weeks, I have emailed them again 5 days ago & then  tonight and will keep this updated. I'm pretty patient (took me 4 months to make a complaint last time), But a reply would be great. 

Feel free to ask questions if you're thinking of signing up, download performs pretty OK for the most part, throttling exists seemingly being put on it at random or after my expected download goes something like 500gb for the month (but not throttled for everything) a bit odd considering maxed out 24/7 it could pull 20+ tb off an ftp at the min in a month, i don't really abuse it, most months are 500GB or less, latency for gaming is good. For $134 a month, it's a good deal, but it's a mission sorting out issues. 

In case you're wondering or looking into this Orcon, This is ticket # 11654668

Here's a pastebin of the e-mails, i've hashed my name/username/email out but changed nothing else 

http://pastebin.com/raw.php?i=v5hKa2XH


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  # 1008541 18-Mar-2014 22:50
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



'That VDSL Cat'
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  # 1008593 18-Mar-2014 23:46
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ild probably suggest removing the ftp details, as at a glimpse, it looks like it is NOT intended to be public information.


best of luck on your speed issues..




#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


 
 
 
 




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Geek


  # 1008605 19-Mar-2014 00:06
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My bad, I forgot to edit that out, thank you, I have emailed staff with updated pastebin lnik as I am no longer able to edit post. 

Thanks for the luck :) 


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  # 1008611 19-Mar-2014 00:41
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I'll follow this with interest as I have a client who is on orcon 100/50 fibre up here.
Their speeds are nowhere near as bad as yours but still really slow considering what they're paying for.
And since we look after their network we get all the calls about slow Internet.
They've also spoken to orcon many times but nothing ever seems to change.

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  # 1008648 19-Mar-2014 07:43
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freitasm: The Pastebin was changed as requested.


Thanks for that however we will still need to take the precaution of changing the server and access details.




Regards FireEngine


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  # 1008650 19-Mar-2014 07:49
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illici7: My bad, I forgot to edit that out, thank you, I have emailed staff with updated pastebin lnik as I am no longer able to edit post. 

Thanks for the luck :) 



Hi OP, I have escalated this for the Head of Assurance' attention this morning. I'd ask you to be careful, posting the ip and access details for our test server was not helpful at all, as I see it you are essentially escalating the timeline, for which a timeline would have been appropriate, the posting of the complete email trail doesn't add much to the discussion as far as I can see.

A wider issue is that I wouldn't want individual support staff concerned that their words may appear on the public web without their consent, like it or not they haven't given their consent and that would constitute a privacy issue should you accidentally forget to hash out their details whereby they can be identified.




Regards FireEngine


 
 
 
 


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  # 1008732 19-Mar-2014 09:15
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FireEngine:
illici7: My bad, I forgot to edit that out, thank you, I have emailed staff with updated pastebin lnik as I am no longer able to edit post. 

Thanks for the luck :) 



Hi OP, I have escalated this for the Head of Assurance' attention this morning. I'd ask you to be careful, posting the ip and access details for our test server was not helpful at all, as I see it you are essentially escalating the timeline, for which a timeline would have been appropriate, the posting of the complete email trail doesn't add much to the discussion as far as I can see.

A wider issue is that I wouldn't want individual support staff concerned that their words may appear on the public web without their consent, like it or not they haven't given their consent and that would constitute a privacy issue should you accidentally forget to hash out their details whereby they can be identified.



Uhhh,  you should be more concerned about fixing your customers faults than worrying about the privacy act.  




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  # 1008735 19-Mar-2014 09:18
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surfisup1000:
FireEngine:
illici7: My bad, I forgot to edit that out, thank you, I have emailed staff with updated pastebin lnik as I am no longer able to edit post. 

Thanks for the luck :) 



Hi OP, I have escalated this for the Head of Assurance' attention this morning. I'd ask you to be careful, posting the ip and access details for our test server was not helpful at all, as I see it you are essentially escalating the timeline, for which a timeline would have been appropriate, the posting of the complete email trail doesn't add much to the discussion as far as I can see.

A wider issue is that I wouldn't want individual support staff concerned that their words may appear on the public web without their consent, like it or not they haven't given their consent and that would constitute a privacy issue should you accidentally forget to hash out their details whereby they can be identified.



Uhhh,  you should be more concerned about fixing your customers faults than worrying about the privacy act.  


Thats not an issue, the customer concern was escalated first as above. I just don't want to see our involvement here curtailed as a result of careless posting - that doesn't benefit anyone.




Regards FireEngine


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  # 1008765 19-Mar-2014 09:49
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Just further to my post about the Orcon client.
I did some speedtests on their connection and on our 100/50 connection the other night.
Did three tests to get an average and did the tests at exactly the same time on both connections, using speedtest.orcon.net.nz.

Our connection isn't even with Orcon and my results were much better and constant over the 3 tests with approx 91mbps down and 46mbps up.

The same tests on the actual Orcon fibre connection were erratic with average of 43mbps down & 36mbps up.
The highest download speed I saw while the tests were running, on the orcon connection, was a touch under 60mbps but then it dropped again pretty quickly.



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Geek


  # 1008789 19-Mar-2014 10:26
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FireEngine:
Thanks for that however we will still need to take the precaution of changing the server and access details.


I apologise for that, that was an oversight on my part.

FireEngine: 
I'd ask you to be careful, posting the ip and access details for our test server was not helpful at all, as I see it you are essentially escalating the timeline, for which a timeline would have been appropriate, the posting of the complete email trail doesn't add much to the discussion as far as I can see.


I apologise again. It was careless of me not to see that. I tried to fix it asap as soon as it was noted I did it.

That's great that I can escalate the timeline through a forum... I would've felt rude and seen it as pointless asking that this be fixed asap through e-mails or given Orcon my own timeline, yes, I would like it fixed as soon as possible. Thank you.

The posting of the e-mail trail was in part for transparency, and to give an idea to the reader of what they would have to go through should they have an issue. It's not entirely irrelevant.

i.e.
What is involved in diagnosing an issue with speed on Orcons Fibre network?

FireEngine: 
A wider issue is that I wouldn't want individual support staff concerned that their words may appear on the public web without their consent, like it or not they haven't given their consent and that would constitute a privacy issue should you accidentally forget to hash out their details whereby they can be identified.


I appreciate your concern here, being an ex customer service rep I understand and wouldn't have posted those or deemed it relevant. However if i'm not mistaken, you're warning me/others for something I haven't done. All e-mails are signed the Team at Orcon, and the general assurance support e-mail (I assume for this very reason). All replies are generic, not of a personal nature and as such only contain your testing procedure and my personal replies / results.

Thank you for escalating this issue for me.



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Geek


  # 1008813 19-Mar-2014 10:50
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CYaBro: I'll follow this with interest as I have a client who is on orcon 100/50 fibre up here.
Their speeds are nowhere near as bad as yours but still really slow considering what they're paying for.
And since we look after their network we get all the calls about slow Internet.
They've also spoken to orcon many times but nothing ever seems to change.


Thanks for your interest in my post, my download performs fine, and I have never had an issue with it, consistent 94mbps.

It is just the weird behavior for the upload. Even when it speedtests fine, it takes a looonngg time to make a connection, and it won't be a consistent result. It's very low for most of the test then literally jumps to the correct speed a split second before it finishes. Even for the high test results I had. 

I'm new to Fibre, This was different than how my previous adsl2 speedtest 'acted' but I figured this not to be a problem when I first signed up. 

I hope you get your clients issue sorted too :)

Edit: Wow, I just realised your speedtest is to Sydney, just out of curiosity I tested mine, 60mbps / 10-15mbps (depending on server)



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# 1008896 19-Mar-2014 12:11
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Around 12 hours after first posting this, I received an e-mail with an apology for the delay, and advisement of a new router being sent as Orcon believe the problem was with the Genius.

Thank you Orcon :)

I will re-attempt tests with the new router and post if this has been resolved or not, here's for hoping. 


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  # 1008954 19-Mar-2014 13:18
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illici7: you're warning me/others for something I haven't done.


My concern was that the mistake you made in leaving the FTP access details in could easily result in some personal data being left in given you pasted a big block in then had to remove sensitive details. Producing a timeline or quoting selected parts is much less likely to do so IMHO. I have no problem with the content being transparent, it is just the possibility of inadvertent error leading to unforeseen consequences that I am concerned about.

Equally leaving that concern until after it has happened isn't very helpful, hence I raise it now.




Regards FireEngine




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Geek


  # 1012802 25-Mar-2014 22:18
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Received a Netcomm NF4V 4 port Gigabit router in the mail, and am pleased to say Upload issues seem to be fixed, as well as international traffic peak result (varies a bit),

Results from speedtests; 

Orcon Speedtest;



Worldnet Speedtest;



Telecom Speedtest;



Speedtest.net Speedtest (Auckland);



Speedtest.net Speedtest (Sydney - Low result)



Speedtest.net Speedtest (Sydney - High Result)




Tests of upload speed have great results also, as par to the Speedtest results unlike the Genius router. 


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