I'm currently a bit stuck. I'm hoping that someone on here will have further insight as to what could be causing trouble with my UFB connection. All signs are pointing to my download speeds being limited somewhere upstream of my router to 55Mbps. I've been following it up repeatedly with 2degrees, but haven't made much progress in more than a week.
I've included details on the story so far below. Warning: It's a bit of a lengthy read. There's a TL;DR at the end.
To start off, I must commend the 2degrees support team for initially being very helpful. I had a bit of an odd request for the initial connection (I wanted it on the second port since the landlord has their own internet service already, which I can't use or change), and they came to the party. A+ to them on the exception they made, and their follow up with me confirming it, both via phone and in writing via email. Unfortunately interactions since then have been far less satisfactory, to put it nicely.
My connection order did not go through as planned. The ONT is intact, and I know it to be working fine. The connection order was meant to complete on the 21st of July by 6:30pm, however I ended up with no service at all at that time. The RFS date was set for the 21st of July on the Chorus provisioning systems. I called 2degrees again during the morning of the 22nd of July to query this, and was told it would complete by 1:19pm on the 22nd of July.
The line wasn't up by the time I was told it would be, so I called 2degrees back in the afternoon of the 22nd of July. After explaining the situation, I believe the provisioning order with Chorus was escalated as a missed commitment. At around 6pm on the 22nd of July PPP came up, and the line started replying to pings. Great, UFB all up and running, right?
While the line was up, upon getting home I found that the download speed is incorrect - the line is limited to 55Mbps download. The upload is working great. In order to rule out potential trouble on my end I checked all equipment configs, and found them to be correct (No old QoS values left hiding away, for example). I've tested my router and computers on other UFB lines in the past. They can happily handle well above the 100Mbps download speed of the plan I'm on (tested and both are capable of 930~Mbps). From this I concluded the problem was not on my end.
I called 2degrees about this on the 24th of July, noting that my equipment is capable of achieving the full 100Mbps, has done in the past, and that I believed there was a problem either on their end, or with Chorus causing the speed limit. So that they could tick all their boxes, I went through every troubleshooting step requested by their support agent.
The steps included testing on a different computer, ensuring I was testing via Ethernet, testing with a different Ethernet cable, removing my router from the equation, instead connecting the (normally only used as an ATA) supplied Fritzbox to repeat the tests, resetting configs on their end, and on the Fritzbox. None yielded any different result. The speeds were still limited to 55Mbps.
At this point I was advised that 2degrees would check with Chorus, and that they were going to send out a new Fritzbox. I wasn't keen on the new Fritzbox, as prior to calling I'd already reached the conclusion that the fault was further upstream. I went along with it since checking with Chorus sounded like progress.
Unfortunately the replacement Fritzbox did not arrive, despite the tracking link I received via text saying it had. I followed up with 2degrees again via phone on the 25th of July as to what was happening with Chorus, and where the replacement Fritzbox went. I was advised to follow it up with Courier Post to find the missing Fritzbox, but wasn't given any new information on what was happening with Chorus.
On the 26th of July I followed up with Courier Post via phone. They couldn't tell me where the Fritzbox went due to privacy reasons, and advised to contact 2degrees about it again.
I did so, and it turns out that the replacement Fritzbox was sent to the wrong address, and delivered there through no fault of Courier Post. Fortunately it was sent to a neighbouring property and I was able to recover it. Had it gone somewhere further afar, I imagine this would have been much more of a headache.
While following up with 2degrees about the missing Fritzbox I enquired as to what happened with Chorus. The (I assume) Assure ticket notes were read to me - the ONT is provisioned on the correct plan, QoS profile correct, good optical signal levels. As I was still working through ticking all the boxes the 2degrees support team needed (testing the replacement Fritzbox), I didn't push this aspect too much.
Upon recovering and connecting the replacement Fritzbox to the ONT, download speeds were still limited to 55Mbps.
I again called back on the 26th of July to query this, and insist that the source of the trouble is somewhere upstream from my equipment. I was asked to go through troubleshooting again by the agent. I did so - different computers, different Ethernet cables, etc. Same result - 55Mbps download.
At this point I asked for this to be investigated further with Chorus, or by 2degrees, since the agent I was speaking with apparently couldn't progress any further. I was advised I'd be contacted again by a manager as to what was happening.
I didn't receive any such contact, so called 2degrees back again on the 27th of July. I went through troubleshooting with the agent again, to no avail. I asked if they can send a test device out to be connected directly to the ONT (Raspberry Pi, laptop, etc), or test from the Fritzbox directly in order for them to eliminate my equipment from the equation.
The agent tested via iperf from the Fritzbox directly, and also noted the speeds were incorrect. I could see the tests running on the Fritzbox traffic graph. Still limited to 55Mbps. At this point I was advised a follow up fault will be logged with Chorus, as the problem appears to be something other than the equipment I have connected to the ONT. I was happy that 2degrees had come to the same conclusion I had before initially calling them, and left them to follow up with Chorus. I asked the agent to leave notes as to what we'd discussed and how he found the speed was limited even when testing directly to the Fritzbox.
I hadn't heard anything back by the 31st of July, so called through again to query what was happening. I was told Chorus checked the ONT, everything is fine, and again began the dance of troubleshooting my equipment. I pointed out that 2degrees had confirmed via iperf to the Fritzbox that the problem was not on my end, and confirmed that they had reset and checked all configs on their end. At this point I asked for the fault to be escalated with Chorus, since everything is pointing to something on their end being amiss.
I had a follow up call again on the afternoon of the 31st of July confirming that a fault had been logged, and I'd hear back from 2degrees soon.
I called back again on the 1st of August (today) to query what is happening with the fault. I was told again that Chorus say everything is fine, that there's a lot of upload traffic on the line. I stopped the upload traffic, and we started the CPE troubleshooting dance again. I explained that this had been eliminated by 2degrees during my call on the 27th of July, and encouraged the agent to run the test again. The agent I was speaking with couldn't run iperf, didn't recognise the name of the agent I spoke to on the 27th, and advised no managers were available at the time, and that someone would call back. It's at this point I decided I should enquire on Geekzone, as regular support channels don't seem to be progressing at this time.
I suspect that during the course of resolving the escalation on the provisioning order, Chorus has manually provisioned the OLT and/or ONT incorrectly to limit the download at the wrong speed, which has yet to be found and resolved. The other possibility is that there's some other fault on the Chorus network causing issues with download speeds. This to me seems unlikely, as the service on GE1 of the ONT is confirmed to be working fine.
TL;DR: I got UFB with 2degrees. The download speed is being limited to just over half what it should be. Both I and 2degrees have confirmed it isn't being caused by CPE. It looks like a misconfiguration on the Chorus network at the moment based on the information I have. Despite my repeated attempts to get this resolved via official support channels, I seem to be going around in circles with the support team at 2degrees. I'm hoping someone with the relevant system access will see this and be able to help a fellow geek out.
Thanks for reading. I'm open to any suggestions as to what could be causing it, as it's entirely possible I've missed something. I know the ASID, in case anyone from Chorus is watching and needs it. :)