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19 posts

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# 38915 5-Aug-2009 21:10
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OK, so here's the deal. I swapped over to an Orcon Bronze+ plan (with an added 50GB) from an ihug/Vodafone Broadband 6 plan (that I've had for 2+ years). Switchover happened last Friday, and only ever since the switchover have I been experiencing this speed and DC issue which is really frustrating.

Time of the day that this happens = constant, throughout the entire day.

Here's a snapshot of the info we sent them as part of their pre-fault logging, in the first email correspondence we had with Orcon after going through the basic troubleshooting with their helpdesk.

The issue, as they said, seems to be throughput, or rather, the disparity between our throughput and synch rates.

Line speed ("Sync rate") - downstream/upstream: 18015/1020(Kbps)
Line attenuation: 20DB up
SNR / Noise ratio: 6DB (up)/16DB (down)
How many PCs in your network?: 3 (all 3 connected via Ethernet)
Do you have any firewall software or hardware?: No
Have you recently done a full adware/spyware/virus scan?: Yes

Results of speedtest at www.nzdsl.co.nz/speedtest ?: 906 down/ 701 up

At least 1 test to each of the following from www.speedtest.net:


- Christchurch, NZ = 0.78/0.6 29ms ping
- Sydney, AU = 0.90/0.70 39ms ping
- London, UK = 0.36/0.34 555ms ping
- San Francisco, CA = 0.31/0.53 174ms ping


Ping results to Orcon:

Ping statistics for 60.234.1.1:
    Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 8ms, Maximum = 17ms, Average = 9ms
(went up to 12ms when pinging 500 bytes)

So, following this, more tests/troubleshooting was done since last Friday. Note that speedtests were done after each and every 'troubleshooting' approach was applied.

On my end:


Isolation test was done. No change.

Swapped to different plug points in the apartment, no change.

Swapped in a Netgear DG834G - my current modem/router is a Belkin F5D7634 - for testing, no change.

On Orcon's end

Turned interleaving off. No change.

'Updated port profile'. No change.

"Further changes to port profile". We were advised that our sync rate would now drop, but we'd get more throughput. Sure enough, our current stats are:

Line speed ("Sync rate") - downstream/upstream: 8064/1024(Kbps)
Line attenuation: 19DB
SNR / Noise ratio: 14DB (up)/15DB (down)


And



So, synch speed more than halved and speedtests show a whopping 2+mb download.


(Today) Tech confirms that there are no throughput issues at the exchange.
We're basically questioned again on whether we're connected via wireless and if we've done an isolation test.
Suggestion that we pay $10 for postage to try Orcon's Dynalink modem. We say we've already tried modem swapping and no change, but what the heck right? We'll pay, as long as Orcon agrees to refund us the $10 postage + whatever it costs to post the modem back to them IF we find out the modem isn't the cause of the issue.




I was getting 5-6mb solid on my Vodafone connection. Now I'm getting about half or 1/3 of that. Also, I may be wrong but I don't think we were on an ADSL2 connection with Voda as we never opted to switch it (unless they did it for us automatically - we signed up before LLU).

The lot of us in the apartment are quite heavy online gamers - right now, we can't go near them as even logging on is a problem with these connection speeds (the last time i tried i recorded 26 000+ ms lag).

Orcon, why are you doing this to me? I wanted faster speeds and more bandwith. You said that your customers loved you, so you didn't need to put us on contract. I believed you and now I'm thinking, the best thing you have is the fact that you have no contracts...

PS: If anyone has any ideas at all as to what I can do/test/troubleshoot that hasn't already been done, please let me know. It would be much appreciated and you will save part of my weekend!










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  # 243262 5-Aug-2009 22:14
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Is your area cabineted? 

It sounds like the problems people have been experiencing on LLU connections like Orcon+, Vodafone Red and Slingshot Next Big Thing once an area is cabineted.

You may be able to use this site to check whether your address is on a cabinet
http://www.telecomwholesale.co.nz/maps

If your area has been cabineted I would suggest moving back to a plan provided over Telecom wholesale equipment (ie: non + plan).

There used to ba an Orcon blog post about contacting customer support if you connection becomes unstable after cabinetisation but I couldn't see it anymore with a quick search on their site.




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  # 243318 6-Aug-2009 00:05
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I'm in Auckland City Central. When I plug the address in, it says that I'm within the exchange area. There seems to be only one cabinet (upgraded in Oct 08) and is near Anzac Ave, which is sort of the other end of the city from where I am.

 
 
 
 




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  # 243715 6-Aug-2009 22:48
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OK, here's an update after more profile changes.

Line speed ("Sync rate") - downstream/upstream: 16268/1020(Kbps)
Line attenuation: 20DB
SNR / Noise ratio: 12DB (up)/6DB (down)














Am I being fair in saying that I these aren't the reasonable speeds I should be expecting on ADSL2, or am I being pedantic?

I'm just getting a little frustrated... spent more time on being on hold and talking with the help desk than I have actually surfing the net and going on our online games since we signed up.

We're considering moving back to our old ISP now, but at the same time would like to ensure that we allow Orcon their fair go and do our best to try and find a 'fix' for the issue.

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  # 243732 6-Aug-2009 23:30
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Hmm definitely something wrong there.  I can't imagine what it could be since you seem to have ruled out modem, exchange congestion, port, adsl profile, isp bandwidth.

I suspect it's something to do with LLU and some kind of interference.  Perhaps you will have to change back to something provided over Telecom wholesale equipment to get a reliable connection.



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  # 243742 7-Aug-2009 00:45
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... Perhaps you will have to change back to something provided over Telecom wholesale equipment to get a reliable connection.


Perhaps so... that's definitely on the table at the moment.

We'll have one more go with the help desk tomorrw and failing that, then it's probably bye bye Orcon.


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  # 243780 7-Aug-2009 07:47
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Check the thread "Youtube performance on orcon" seems a lot of people are having issues with "performance" I certinally was. I tried on and off for a couple of weeks with support to have the speed fixed, I was even using one of there "homehubs"....

I was with orcon for about 3 years, but there service became so bad, that I had to leave. There service only became bad at the end of May/Start of June.

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  # 248385 18-Aug-2009 22:10
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@fbnz - my experience mirrors yours. I'm in Auckland central with an ADSL sync of 10Mb/s but after 3PM it all turns to sh?t. I'm on a Telecom UBA plan with Orcon after the LLU plan left me with poor ISDN speeds. It's time Orcon put some pressure on Chorus or whoever (Telecom Wholesale?) to reduce contention ratios and provide a usable service.

 
 
 
 


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  # 248403 18-Aug-2009 22:48
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As I understand it for LLU connections Orcon would choose their own backhaul (and thus contention ratio's).  Are you saying LLU was better or worse than the Orcon plan provided via Telecom UBA?

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  # 248459 19-Aug-2009 07:31
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Ragnor: As I understand it for LLU connections Orcon would choose their own backhaul (and thus contention ratio's).  Are you saying LLU was better or worse than the Orcon plan provided via Telecom UBA?



Was on LLU at about 4down/1up. Was cabinetised and went to 125kbps/512kbps. Back to UBA and during non-peak hours up to 10Mbps/1Mbps but peak it's typically 1-2Mbps/512kbps.


At some point I hope a court in NZ will set a precedent as to the minimum level of performance of a (rated) broadband connection should be. i.e. "fit for purpose". At the moment they advertise ADSL2+ speeds but the reality is quite different. If I did this in my business I'd be looking for a job digging holes.

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