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8 posts

Wannabe Geek
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# 208575 17-Feb-2017 16:00
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So lately I am having lot of issues with my Orcon Connection. Problem started since I moved to 1G fiber plan a month back. First week was great. Line test was showing around 930Mbps. However for last 2 weeks the speed got halved. Linetest results show only around 540 Mbps.

 

 

 

Logged a call with Orcon on 9th Feb. Service Rep told me I should be happy that I am getting this speed. Mentioned to her that its not right. If I am paying for a 1G servie then I should get somewhere near to that and not half. After multiple line-tests, modem factory reset, I was told call is escalated.

 

 

 

On 15th Feb got a message and email stating issue has been fixed. Did line test, issue still existed. Spoke to Orcon and they said message and email was incorrectly sent. Went through all the process again of factory reset, multiple reset, case was logged again.

 

 

 

On 17th Feb got the message stating fault is fixed. Did linetest and issue still exists. Spoke to Orcon again and asked what has been done that the fault is marked fixed. Was told firstly that they couldn't find anything and speed was ok from their end. Was told about my downloads as well. Then the rep mentioned that I have a background process running on my PC that's why the speed is getting half. Asked what process and was told that windows update happening. Strangely my windows updates are turned off for almost 2 months.

 

 

 

Rep now asked me to send screenshots of "windows update" turned off screen, background processes, linetest screenshots.

 

 

 

My downloads are happening fine, however having lot of issues in opening pages, surfing social media sites. Videos on them keep on buffering, sometimes the pages takes time or timesout. Its just not happening on one device but multiple devices.

 

 

 

All problems started only when I switched my plan from 200 Mbps to 1G.

 

 

 

 

 

Really frustrated with Orcon's service this time (I have been Orcon for last 5 yrs and never had any problems before)


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38 posts

Geek

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  # 1721909 17-Feb-2017 16:18
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Oh oh. I think you have started to see the same problem I had (see here http://www.geekzone.co.nz/forums.asp?forumid=82&topicid=196416)

 

They have a problem somewhere that the technical support people don't seem to know how to fix.




8 posts

Wannabe Geek
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  # 1725068 23-Feb-2017 11:44
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So orcon came back asking the same question and tests again which I have already tried with their tech support guys earlier.

 

*********************************************************************************

 

I just spoke to our Level 2 Support and we found out that there was an application running in the background during the speed test (2gb download/1gb upload) thus it is expected that speed will fluctuate.

We have not really seen any fault as far as your broadband connection is concerned, thus we need to further isolate the issue. Please do the following:
1. Disable your Wi-Fi.
2. Connect your computer/laptop to the modem via Ethernet cable.
3. Make sure no other wired and wireless devices connected.
4. Make sure there is no application running in the background.
5. Run 3 speed tests and take of the results.

 

 

 

***************************************************************************************


 
 
 
 


318 posts

Ultimate Geek
+1 received by user: 19


  # 1725073 23-Feb-2017 11:51

somewhat similar things happened to me, speed halved and ping time erratic as well.

 

Turns out one of the capacitor in my router was blown, thing just soldiered on, don't know if that's good engineering or not.

 

I only realised what went on by plugging in non-supported 3rd party modem...

 

I remember you had to fiddle with vlan settings, not too crazy, just need to find one that lets you do so.

 


There's only so much help desk can do, with what they have (nothing really?).


3344 posts

Uber Geek
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Vocus

  # 1725080 23-Feb-2017 11:56
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alliao:

 

somewhat similar things happened to me, speed halved and ping time erratic as well.

 

Turns out one of the capacitor in my router was blown, thing just soldiered on, don't know if that's good engineering or not.

 

I only realised what went on by plugging in non-supported 3rd party modem...

 

I remember you had to fiddle with vlan settings, not too crazy, just need to find one that lets you do so.

 


There's only so much help desk can do, with what they have (nothing really?).

 

 

Interesting, did you crack open the router to determine this?


3344 posts

Uber Geek
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Vocus

  # 1725081 23-Feb-2017 11:58
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novice1981:

 

So orcon came back asking the same question and tests again which I have already tried with their tech support guys earlier.

 

*********************************************************************************

 

I just spoke to our Level 2 Support and we found out that there was an application running in the background during the speed test (2gb download/1gb upload) thus it is expected that speed will fluctuate.

We have not really seen any fault as far as your broadband connection is concerned, thus we need to further isolate the issue. Please do the following:
1. Disable your Wi-Fi.
2. Connect your computer/laptop to the modem via Ethernet cable.
3. Make sure no other wired and wireless devices connected.
4. Make sure there is no application running in the background.
5. Run 3 speed tests and take of the results.

 

 

 

***************************************************************************************

 

 

If there is data usage happening other than the speed test, yes it will affect your speeds (more so if it is pushing a lot of upload traffic).  Have you installed anything around the time you started seeing the problems?  A few candidates are anything doing a cloud sync/backup and things like Spotify, any Torrent client, some Blizzard games also p2p.




8 posts

Wannabe Geek
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  # 1725086 23-Feb-2017 12:06
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I have tried closing all the applications from windows task manager and did the test. No upload happening from my end. No cloud sync.

 

Failing to understand, its the same PC, same applications running (windows update disabled), with no new software installed and when I got switched from 200 Mbps plan to 1G, the speed was fantastic (900+ as per linetest.nz). However it got almost halved in last 3 weeks.

 

As per other posts, people complaining about facebook videos buffering etc, I am experiencing all the same symptoms.


3344 posts

Uber Geek
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Vocus

  # 1725087 23-Feb-2017 12:10
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Certainly very strange.  If you can PM me with your account details I will do what I can to help.




8 posts

Wannabe Geek
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  # 1725103 23-Feb-2017 12:19
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PM sent


38 posts

Geek

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  # 1725104 23-Feb-2017 12:21
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Unfortunately after months of trying to get Orcon to help with this the only way the problem was solved for me was switching ISPs.  

 

If you see the comments in the thread I've linked to above you'll see that the problem is likely a routing issue within Orcon's network and nothing to do with your modem or the network within your home. An easy way to check this would be to use a VPN (Try TunnelBear https://www.tunnelbear.com/) and see if your speeds improve. If so then it's a Orcon issue and you should probably push them harder on this. 

 

Unfortunately what made me ultimately switch ISPs was Orcon tech saying that if the NZ speed test is good that their level 2 support don't investigate.


318 posts

Ultimate Geek
+1 received by user: 19


  # 1725107 23-Feb-2017 12:29

ubergeeknz:

 

 

 

Interesting, did you crack open the router to determine this?

 

 

Yeah, in hindsight I should've looked at it first, it was obviously blown.


457 posts

Ultimate Geek
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  # 1727693 28-Feb-2017 14:24
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OP: Out of interest are you still getting this problem?





---------------------------------------------------------------
Nebukadnessar




8 posts

Wannabe Geek
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  # 1727696 28-Feb-2017 14:26
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yep still having the same issue. 

 

 

 

will be be soon providing wireshark logs (as requested by Orcon) for investigation.




8 posts

Wannabe Geek
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  # 1766599 18-Apr-2017 10:29
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Well after raising almost 5 cases and every-time Orcon help-desk keep on closing the case with the reason that there are no issues at their end as long as I am getting 200+ speed, its acceptable, I decided to move to different provider Spark.

 

 

 

I was surprised just 2 days before the cutover from Orcon to Spark, my speed bumped back to 900+

 

 

 

Anyway's I am on Spark now.


155 posts

Master Geek
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  # 1797272 9-Jun-2017 12:59
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OK here is an Update.

 

 

 

Yes I got an abusive warning letter.  In my defence Orcon's CSR needs to be better listeners and stop accusing customers of things that they are not doing.

 

 

 

AND they found there is a fault on MY LINE and on THEIR END.  After all this time of arguing and all the rest of that crap they finally found its a fault.  After all this time of telling them, being accused of things im not doing etc.  They finally are working on the problem.

 

 

 

I'll keep you guys posted.


155 posts

Master Geek
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  # 1797276 9-Jun-2017 13:00
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novice1981:

 

yep still having the same issue. 

 

 

 

will be be soon providing wireshark logs (as requested by Orcon) for investigation.

 

 

 

 

Who do you use wireshark?  I have never been able to get it up and running properly.


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