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8 posts

Wannabe Geek


# 82280 26-Apr-2011 16:21
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Sorry about the title... awkward.

Basically, moved to Auckland just over 2 months ago, and decided to sign up with Orcon seeing as I'd heard so much about how fast and awesome it was supposed to be. I noticed the prices for the types of service I want were a bit higher than XTs but I went for it any way as, really, who hasn't been messed with in the past by Telecom. 

I don't know a lot about internet but I catch on quickly and I know when things aren't right.

We're on a 40gb plan, and I also rent a wireless modem from Orcon, and pay for wiring/maintenance insurance (whatever that is...)

There were a few delays getting set-up (apparently due to Christchurch earthquake) but we got there in the end. First month was pretty smooth sailing, way better than the mobile broadband I was forced to use where I use to live. Then I noticed we were getting slow speeds during peak usage times... but it was still acceptable. One day, in the afternoon, it got so slow it was unusable. My flatmates were spewing as they had work to do so I rang the 0800 number.

First call: Basically got told to reset modem, all the basic stuff (I had done this before anyway). Not a lot happened, hung up the phone feeling like I'd achieved nothing.

Continued using slow-sloth internet. Actually got WORSE. Can't open facebook, youtube out of the question. Very unstable speeds. Speed tests all had good results though (when the pages would actually load), around 13mbps download.

Second call: went through settings in that IP address for the modem thingy. did some online speed tests. guy on the phone got me to change some settings. said he was putting through a work request (something to do with the data being checked it was still correct when it arrives, removing that process?).

I then went away for a week, as did my flatmates. Arrived home to find slow slow slow internet all day and night. Could barely open a single page. Once again very unstable, seemed to work for a minute, then would go back to being slow. It took me over an hour to download something that was 6.5MB.

Third call: once again did online speed test. once again good result. went into modem IP address thingy again. guy on the phone got me to connect modem directly to wall (isolated testing?). then the internet wouldnt work at all. he said he'd send me an email to do diagnostics and then a technician may be sent. the program they sent me doesnt appear to work on macs... had to turn modem off for at least 10 minutes for internet to work again. He warned I may have to pay $120 if it's my modem... I find this kind of ridiculous when it's their own modem, they OWN it. Also, why am I paying the $3 a month for wiring/maintenance insurance?

I have been trying to call them back for the last hour but keep getting disconnected due to high call volume... they don't even put you on hold?! 

I don't know. Basically I feel like I made a mistake and I'm paying $140 a month to barely be able to load google or facebook. itunes downloads and youtube are out of the question, as is any online tv watching. Im a simple creature, I only need simple internet.

The people on the other end of the phone sound like underpaid, overpompous, computer geeks who think I'm an idiot. I may very well be an idiot when it comes to internet settings/diagnostics but I'm also a new customer paying, what I feel, is quite a lot of money, to be getting barely adequate service. I just think it's reasonable to expect to be able to USE the internet 24/7 if I so desired. I shouldn't have to wait for offpeak times or put up with an out of date itunes library.

Basically, I'm on here to ask, if anyone has the patience, could someone please try to explain to me what is going on, and what I can potentially do to try and fix this myself. 

I have one modem, one phone, one filter. No sky, no fancy alarm. No PC. 3 laptops, 1 iphone. We're in west auckland.

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643 posts

Ultimate Geek


  # 462602 26-Apr-2011 16:57
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Slow international vs national sites?
Better some times of the day than others?
Better outside of peak hours?

Or are they all slow all the time?

If the main problem is international sites, then you'll find a bunch of message threads on this already.
If they are all slow, then perhaps there could be a modem, local loop or house wiring issue.

I've found wget to be a useful tool for checking download performance.
If you use Linux, you might already have it, if you use windows: http://users.ugent.be/~bpuype/wget/

E.g. C:\Temp>wget www.nzherald.co.nz

Compare the download time for the index file with other national and international sites. You can also see how quick the DNS resolves the ip and if there are any retries needed.

Speedtest can be a good tool, but some days the www.speedtest.net page is so slow to load as to be almost unusable.


643 posts

Ultimate Geek


  # 462608 26-Apr-2011 17:00
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I notice you said "slow all day and night", but did you try after midnight?
Some days it has been slow all evening and then picked up again after midnight or 1:00 am.

 
 
 
 




8 posts

Wannabe Geek


  # 462611 26-Apr-2011 17:06
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alexx: I notice you said "slow all day and night", but did you try after midnight?
Some days it has been slow all evening and then picked up again after midnight or 1:00 am.


Okay your initial response, basically goes quite far over my head. I'm not using linux or windows... I just have a macbook pro? It's actually pathetic how little I know.

And nope, the last few days, even 3am I can barely do anything.

I think it's all sites, but probably mainly international? I don't know, is it all about .co.nz/.org.nz etc vs .com or is it about where the websites hosted? Or is it the same thing?

It seems very intermittent and unstable though, like right now it's working reasonably well. But it could last 2 hours or 2 minutes, I can never tell. 

8035 posts

Uber Geek

Trusted

  # 462620 26-Apr-2011 17:14
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kfixx: and pay for wiring/maintenance insurance (whatever that is...)


Wiring & Maintenance, see here:
http://www.geekzone.co.nz/forums.asp?forumid=39&topicid=34336&page_no=1#445164 

3508 posts

Uber Geek

Trusted

  # 462626 26-Apr-2011 17:26
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I doubt this is related to Orcon's network. Sounds like your modem/router may be dodgy.




Speedtest 2019-10-14




8 posts

Wannabe Geek


  # 462632 26-Apr-2011 17:30
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As an example, facebook.com is obviously international right? That's slow as hell...

This site would be classified as non-international? It's reasonable...

For some reason I'm suddenly struggling to remember websites I visit and whether they're international or not...

Going off my history, funnyjunk.com? slow. ipredict.co.nz? reasonable.

Ok so I'm seeing the pattern of international sites being slower.
But I don't understand, why do people continue to use the provider and why do you hear good feedback if it's common knowledge international sites load slow? Aren't the majority of sites people visit, international?

Because how it is now, is definitely unusable. I could actually probably get pretty famous if I got my lil bro to try and play LOL on this connection and filmed his frustration...

643 posts

Ultimate Geek


  # 462653 26-Apr-2011 17:58
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I've tended to use well known news sites, rather than social network sites for testing.
Some of those might have their own load issues.

I tend to use these ones for national:

http://www.nzherald.co.nz/
http://www.stuff.co.nz/
http://www.geekzone.co.nz/

These ones and a few others for international:

http://www.bbc.co.uk/
http://www.nytimes.com/

Just beware that local sites might have images or other content that is hosted internationally, so a local page might be slow to finish downloading due to some icon from facebook or somewhere else.

Which is one reason I sometimes use wget - it also eliminates the browser and browser cache.

I'm not sure how familiar you are with using the terminal on the Mac, but I believe it is possible to install a wget binary as /usr/local/bin/wget and run it just the same as Unix/Linux/Windows. I'm not a Mac person myself, but there is some info here:

http://www.statusq.org/archives/2008/07/30/1954/

By the way, what type is your modem/router and what is the ADSL line rate?

 
 
 
 


17 posts

Geek


  # 462688 26-Apr-2011 18:35
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But I don't understand, why do people continue to use the provider and why do you hear good feedback if it's common knowledge international sites load slow? Aren't the majority of sites people visit, international?

Because how it is now, is definitely unusable. I could actually probably get pretty famous if I got my lil bro to try and play LOL on this connection and filmed his frustration...



Bad luck bro.All you heard were true,Orcon was good before they announced US high latency issue on their network status page.

Although they said that problem has been resovled, honestly I dont think so, from that day on, all the international websites were unloadable or experiencing like 56kbps modem. Including not only servers from the US but all data to or from overseas. 

Well it does not happen all the day, it happens about from 5pm to midnight,when more people sitting in front of their computers -- peak time, also daytime if its rainy weekend and easter holidays.

I guess there might be something wrong with there international bandwidth.Orcon said they have heaps of spare international bandwidth, may be the set up issues?

The result of speedtest to local server is quite good as before, this means there is no problem with my connection to orcon, the problem is between orcon to the world. So, whats going on with you orcon?

More and more customers come here to report high international latency issue, its true, its happening. It is not that situation of some noob got modem wrong set up argue with you here.

My local connection result:


643 posts

Ultimate Geek


  # 462710 26-Apr-2011 19:21
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With local sites we can normally download the index file in less than 2 seconds.

C:\Temp>wget www.nzherald.co.nz
--2011-04-26 19:14:42--  http://www.nzherald.co.nz/
Resolving www.nzherald.co.nz... 60.234.70.134
Connecting to www.nzherald.co.nz|60.234.70.134|:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 151825 (148K) [text/html]
Saving to: `index.html'

100%[======================================>] 151,825      547K/s   in 0.3s

2011-04-26 19:14:43 (547 KB/s) - `index.html' saved [151825/151825]


With an overseas site we can see it takes 15 seconds to download a smaller index file - this is better than the last 2-3 nights where it has often been slower than this, but this is what I got just now.

C:\Temp>wget www.nytimes.com
--2011-04-26 19:15:09--  http://www.nytimes.com/
Resolving www.nytimes.com... 170.149.173.130
Connecting to www.nytimes.com|170.149.173.130|:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: unspecified [text/html]
Saving to: `index.html'

    [                                    ] 112,673     6.89K/s   in 14s

2011-04-26 19:15:24 (8.14 KB/s) - `index.html' saved [112673]


92 posts

Master Geek
Inactive user


  # 462713 26-Apr-2011 19:49
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Call orcon and ask them how much it would cost to send a technician around to fix your broadband. It's probably about $100. Book a job and get them to fix it.

 

60 posts

Master Geek


  # 462735 26-Apr-2011 20:37
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Of course to see if it is a router issue you could borrow a router known to work from a friend and see if that makes any difference.
I have heard of people buying from Dick Smith and returning under the no quibble returns policy but I personally think thats not playing by the rules and a no go.

However if the issues you are having are similar to that reported by other users of Orcon you may just be better to see if you can cancel the contract and go so somewhere which is recognised as providing good service on Broadband, that appears to currently be one of two providers (Telecom being one) based on feedback here on GeekZone.

P.S have you checked your connection has not been hacked and/or that none of your flatmates is doing anything which would hammer your speeds?



8 posts

Wannabe Geek


  # 462740 26-Apr-2011 20:49
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swalker5872: Of course to see if it is a router issue you could borrow a router known to work from a friend and see if that makes any difference.
I have heard of people buying from Dick Smith and returning under the no quibble returns policy but I personally think thats not playing by the rules and a no go.

However if the issues you are having are similar to that reported by other users of Orcon you may just be better to see if you can cancel the contract and go so somewhere which is recognised as providing good service on Broadband, that appears to currently be one of two providers (Telecom being one) based on feedback here on GeekZone.

P.S have you checked your connection has not been hacked and/or that none of your flatmates is doing anything which would hammer your speeds?


I highly doubt it's been hacked, and our password is like 40 characters or something nutso.
And my flatties use the net way less than me, I really doubt it.

28 posts

Geek


  # 462833 27-Apr-2011 01:08

A tech-visit won't fix this problem as it actually sounds like what others have said in other threads recently. There's definitely something not right with one or more of Orcon's upstream providers. Bandwidth isn't the issue, but there's definitely something not right as I've been having the same problems with international sites for the past 6 or 7 days.

The message on the Orcon website regarding international latency says "resolved" but I think it broke again shortly afterwards. I've been off on leave but am back tomorrow and will check with some of the network dudes tomorrow to see if they can advise me of the problems.

65 posts

Master Geek


  # 462837 27-Apr-2011 01:58
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Looks like orcon is messing with you just like telecom did to you. Remember to return the modem to orcon when you leave them as it is their modem. I pay ridiculous amount of tax and it takes me an hour to get to town during peak hours while it only takes me 20mins when state highway 1 is quiet? That's absurd... Why should I waste an hour of my time every weekdays just to try and beat the traffic.

92 posts

Master Geek
Inactive user


  # 463137 27-Apr-2011 19:44
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gingerman93: A tech-visit won't fix this problem as it actually sounds like what others have said in other threads recently. There's definitely something not right with one or more of Orcon's upstream providers. Bandwidth isn't the issue, but there's definitely something not right as I've been having the same problems with international sites for the past 6 or 7 days.

The message on the Orcon website regarding international latency says "resolved" but I think it broke again shortly afterwards. I've been off on leave but am back tomorrow and will check with some of the network dudes tomorrow to see if they can advise me of the problems.


You don't know a tech-visit 'won't' fix the problem. It may fix it. Call the orcon tech. 

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