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248 posts

Master Geek

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  Reply # 160111 27-Aug-2008 12:22
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onefatsac: yesterday I was up-graded to Orcons ADSL2 plan, I was perviously on one of their old plans (max up/down 15GB cap) which ran like a dream (most of the time), I am on the Avondale exchange which is literally 700m from my house. However, now that I've switched to ADSL2 I seemed to have moved back into dial up speeds. I've been getting 70kbps down and 100kbps up to Sydney and even worst to America. When I spoke to Orcons helpdesk, I was told there isnt much they can do about it and they'll send me an e-mail......which they never did...typical of them.
I called back an 2 hours later and actually spoke to someone who was slightly more helpfully, and they sent me an e-mail after an hour on the phone.

I find all of this to be very concerning, if Orcon cant get their international traffic problems sorted by now (4 months) they should NOT be selling ADSL2 plans to people, it is false advertising in my opinion. If this is next-gen internet then I'm a leper 

The performance of the internet was such that I couldn't visit international sites, couldn't game, couldn't use any instant messaging clients, which in all is what I use the internet for. I do however get great local traffic, but I'm not interested in local content most of the time.

I hope that they don't take a month to fix this as that is not justifiable in my opinion, and would expect to have my months internet credited back to me, but we will see.
I will not be recommending Orcon to anyone, as this is truly a sad state for a company that started out so good


Hi Onefatsac,

That doesn't sound like an international bandwidth problem, that sounds like a problem that occoured with your switch to the new network, as that is certainly not the performance that you should be expecting.

It is a shame that your support experience was not great, we expect better from our agents. I am sure that they will do everything that they are able to resolve your issue.

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  Reply # 160124 27-Aug-2008 13:03
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wow, thank you Duncan for your replySmile, it is miles better than Orcon's phone support...very prompt and more helpful.

perhaps I should post in here for support ?????

thank you Duncan

 
 
 
 


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  Reply # 160134 27-Aug-2008 13:31
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Hi There!

My recommendation to anyone who doesn't have a satisafactory support experience, (anywhere) is to always attempt to discuss this with a team leader. These are the people directly responsible for the people who you are speaking to, and are responsible at least partially for monitoring and reviewing the processes and responses you get. If you are not happy with the way an issue is handled, politely explain that whilst you don't have an issue with the person themselves, the solution they offered wasn't acceptable and you would like to speak to a team leader. If they don't give you one, esculate again. Obviously this won't work if you are being unreasonable, but in this last case I certainly feel it would have been justified.


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  Reply # 160177 27-Aug-2008 15:33
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Hi Networkn

Thanks for the info, with the first person I spoke too, I did ask to speak to Tier 2 support but he had no idea what I was asking, then asked to speak to "someone higher up", he didn't seem to understand that.
I kinda figured that maybe they were too busy or something so I didn't push the matter any further.

The second I person was much more helpful though and we ran thru a bunch diagnostic stuff, but still didn't want to put me threw to anyone higher up.

Guess we'll see if anythings been done tonight



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  Reply # 160272 27-Aug-2008 20:54
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For those of you who are looking playing Warhammer Online and are worried about Orcon's international performance, here is promising trace route to the Australian based (Darklands) server:

Tracing route to ea-mel-gw.aspac.customer.alter.net [221.133.202.162]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 24 ms 24 ms 23 ms 60.234.8.201
3 24 ms 24 ms 22 ms ge-0-0-4-0.cre1.nct.orcon.net.nz [121.98.9.1]
4 26 ms 46 ms 23 ms ge-1-3-0-200.cr2.nct.orcon.net.nz [60.234.9.4]
5 24 ms 24 ms 26 ms 203.21.31.121
6 24 ms 24 ms 24 ms so-3-0-0.XR2.AKL1.ALTER.NET [210.80.38.149]
7 39 ms 39 ms 39 ms 0.ge-7-1-0.XT4.SYD2.Alter.Net [210.80.34.62]
8 44 ms 41 ms 42 ms 0.so-0-2-0.XL2.MEL1.Alter.Net [210.80.33.218]
9 50 ms 50 ms 51 ms 210.80.34.230
10 51 ms 51 ms 51 ms ea-mel-gw.aspac.customer.alter.net [221.133.202.162]

This was done during peak time on my Orcon LLU/ADSL2+ plan.

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  Reply # 160580 28-Aug-2008 22:20
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Only 10 hops. i still with xtra i did the same test and i got 15 hops with 100 ping.

Well hopefully when i change to a higher plan it changes my pings otherwise i might change over to orcon with that result :P

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  Reply # 160948 30-Aug-2008 20:16
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While I'm familair with the practice of throttling certain types of traffic, what I think is quite wrong is the practice of an ISP never actually being up front about what degree of throttling we are talking about.

I have just switched to Orcon. I know it throttles p2p traffic, as many ISPs do. But why are they so ambiguous, saying nothing more than that "Other types of traffic such as peer to peer (P2P) are deprioritised." That's it!

So how is the new user supposed to think of this? "Oh, deprioritised, so it'll only have access to half the normal speed." Or "Oh, de-prioritised, OK so that means that instead of a max of 250kB/sec as per normal I can only get 50. Oh well."

Merely saying "de-prioritised" is a bit like writing a blank cheque to someone, and knowing only that they "may take some money" out of your account. Will they take $50, or will they make you broke?

I accept traffic managenment for p2p. But is it really OK when I can only get 20kB/sec on bit torrent and Orcon just says "well we did say it would be de-prioritised..."? Heck, if that's the case then they could get away with always blocking all p2p traffic for all it's users, and then saying "hey, what's the beef? We SAID it would be deprioritised."

It's only fair that Orcon has a policy on this that its users can read and then know what to actually expect. That's why terms of a contract exist, right?

I think Orcon should have clearer terms on this to make itself more accountable to stick to those terms.

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  Reply # 160952 30-Aug-2008 20:50
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Hi There!

I actually agree with you here. The thing with p2p throttling in NZ is that because we pay per MB for bandwidth, Orcon should be making enough money to buy the bandwidth it needs. In the US some ISP's are introducing limits, but they are 250GB a month and the plan's cost $60. Now I understand we cannot get plans like that here, but yah p2p throttling esp on the Orcon network vs the older Telecom provided one, seems naff to me.

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Reply # 161126 1-Sep-2008 02:00
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to Baretta and networkn i dont know what your problem is with p2p i just d/l'd a torrent and was getting 289KB/s maybe if you set your p2p client to d/l after midnight you wouldn't have a problem as prioritising should only be a major player during peak times Smile




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  Reply # 161984 3-Sep-2008 21:58
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Athlonite: to Baretta and networkn i dont know what your problem is with p2p i just d/l'd a torrent and was getting 289KB/s maybe if you set your p2p client to d/l after midnight you wouldn't have a problem as prioritising should only be a major player during peak times Smile
I'm sorry that I didn't make it clear what my problem was. I 'll try again. My problem is that my p2p traffic is very slow now that I have switched over to orcon. By slow I mean that 10 kB/sec would bee a pretty decent speed, based on my current experiences.

I don't know what part of the country you're in, or whether you're on a similar plan to mine (gold plan, not adsl+), but this is hardly good enough. I think de-prioritising is one thing, but when http traffic is between 15 and 20 times faster than what I can get with a torrent, something is wrong. THAT level of management is simply heavy handed an unnecessary. It's not something that makes it fair for everyone, it simply makes it more difficult for those who use p2p. We pay for all the data we use, after all.

I also hardly think it's fair for them to say that I need to leave my computer system turned on overnight in order to get decent speeds. I want decent speeds when I am using my computer, that is a fair request I think. I tuern my computer off when I am done using it, because it's not free to run.

I'm also seeing that Orcon's http speeds is having serious issues at the moment as well, so I seriously hope they can fix these things and I don't end up regret the change.

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  Reply # 162287 4-Sep-2008 20:46
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Duncan do you mind giving us a update on when you are going to fix the ventrilo and world of warcraft problems again?

Your rate limiting of p2p traffic is being applied to this traffic again. Few months ago it was fixed when you ordered much more international bandwidth so that the problem wouldn't repeat itself, and it has.

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  Reply # 162293 4-Sep-2008 20:57
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My connection performance has dropped 40%

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  Reply # 162297 4-Sep-2008 21:10
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networkn: My connection performance has dropped 40%

Mines down about 50% tonite internationally..





Regards,

Old3eyes


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  Reply # 162300 4-Sep-2008 21:16
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old3eyes:

networkn: My connection performance has dropped 40%

Mines down about 50% tonite internationally..



Yeah Orcon's international bandwidth prediction scheme has fallen through again

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  Reply # 162324 4-Sep-2008 22:16
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Sigh @ my disconnections from ventrilo , world of warcraft, warcraft 3, sometimes msn and gradually downloads sometime just timeout internationally.

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