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Topic # 220222 1-Aug-2017 13:30
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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. :)


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430 posts

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  Reply # 1834934 1-Aug-2017 13:45
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It would be interesting to know what your landlords connection is doing as you say you have two connections on the one ONT ?

 

It their speed reduced by half? What provider are they with?




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  Reply # 1834950 1-Aug-2017 13:48
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They're with Bigpipe and are getting 930/500Mbps at all times of day.


 
 
 
 


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  Reply # 1835000 1-Aug-2017 14:28
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Is the port 1 on the ONT under constant load?
I am unaware of any Evolve plan or UFB plan that would hold it to that rate.

Would not surprise me if there were 2 pools of users as similar with VF in my time. ADSL and VDSL/Fibre BRAS's. If someone was on the wrong profile they would be limited by the BRAS to around that rate for VDSL and fibre customers.
We can speculate all day here on GZ what this maybe, but your query resides with your ISP and Chorus. Escalate it as you have been doing so, I'd ask to speak with a NZ based team (Probably retention team) and just tell them whats going on and that you need someone to give Chorus a clear indication of what is going on. 

 




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  Reply # 1835002 1-Aug-2017 14:33
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The primary line isn't always under load, no. GE1 is provisioned on Consumer Max-500-2.5-2.5, and it all appears to be working as intended.

 

Regarding profiles set on the 2degrees end, I also suspected this initially. They've confirmed they aren't limiting my PPP login to an incorrect speed, and have reset it multiple times on their end to no avail.


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  Reply # 1835007 1-Aug-2017 14:40
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willing to bet it's something to do with the gigabit service sharing the same fibre (and chorus are intentionally rate limiting the second port).


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  Reply # 1835010 1-Aug-2017 14:43
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sorceror:

 

willing to bet it's something to do with the gigabit service sharing the same fibre (and chorus are intentionally rate limiting the second port).

 

 

not in this case.

 

 

 

Coil:

 

 I'd ask to speak with a NZ based team (Probably retention team)

 

 

Last i checked retention teams really are powerless and will refer back to tech teams anyway. also, snapdegrees isn't offshore?...

 

 

 

@2degreesCare hopefully you can look into this one..





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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  Reply # 1835011 1-Aug-2017 14:45
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hio77:

 

sorceror:

 

willing to bet it's something to do with the gigabit service sharing the same fibre (and chorus are intentionally rate limiting the second port).

 

 

not in this case.

 

 

 

Coil:

 

 I'd ask to speak with a NZ based team (Probably retention team)

 

 

Last i checked retention teams really are powerless and will refer back to tech teams anyway. also, snapdegrees isn't offshore?...

 

 

 

@2degreesCare hopefully you can look into this one..

 

 

 

 

Generally I found Kiwi based people to have some form of Empathy with customers and would follow stuff through. My bet is that the agents are not communicating anything of any meaning to Chorus. 

 

(I have seen some shocking notes)




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  Reply # 1835233 1-Aug-2017 20:50
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Small update: Didn't hear back from 2degrees today after calling in the morning for updates. Called back this evening. Have been emailed the outcome of the Assure ticket from yesterday. Chorus are blaming upstream saturation at present.

 

While I do indeed make use of the upload bandwidth, it's not the source of the trouble. The download speed is still wrong even when the line is completely idle, at any time of day. 2degrees are apparently following the escalation matrix with Chorus to get this investigated in greater depth. They've told Chorus that they've tested from the Fritzbox directly, and still got the wrong speed.

 

 

 

RE Chorus intentionally limiting the secondary service to 55Mbps down due to the primary service being on a Max download plan: I've seen ONTs in this situation that have allowed the secondary service to run at the maximum PIR (up and down) without issue. I don't think it's the source.




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  Reply # 1836034 2-Aug-2017 19:35
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Another update:

 

I called back again at 7:45am on the 2nd of August to follow up as to what Chorus have come back with on the Assure ticket. The person at the time couldn't help, as the technical specialists don't start until 8am.

 

I called back again around 1pm to enquire what was happening, and was advised that the source of the trouble is due to the way I'm using the connection, and that the exposed host (DMZ to a device on my network so that I can access it remotely) is causing it. I expressed scepticism at this theory, and asked what Chorus had come back with specifically. The agent admitted that he didn't fully understand the cause, and that one of their technical specialists would call back. Upon asking to speak with them there and then, I was told they weren't available.

 

I received a call from the technical specialist around 3pm, and had it explained to me that the source of the trouble is something I'm doing, with the exposed host. I queried as to how this can be the case, when the 2degrees team themselves have reproduced the problem via iperf, and was met with silence.

 

I asked the technical specialist to log into the Fritzbox then and there, and run iperf again so he could see for himself, and send the results on to Chorus. I had ensured that the line was idle at the time. He wouldn't do so. At this point the conversation became a bit stuck, and I asked to speak with someone else who can assist further. After waiting on hold for a while I was told no one is available. I asked how this can continue with Chorus. I was asked to send through screenshots of speedtest.net results to be sent on to Chorus via email. When I queried why this is necessary when they have iperf results done by their own team, to their equipment I was told that it was what Chorus had asked for.

 

I've just sent the email through, and await further information.

 

 

 

I must admit that I find it very strange that 2degrees are asking for further test results when they have already confirmed that the problem is not on my network, can be reproduced on their Fritzbox via iperf, and that the information had already be sent to Chorus. It would seem to me to be a great time to run the iperf testing again, in case the results had been lost and again sent to Chorus.

 

For anyone interested, on a 2degrees Fritzbox the iperf testing dialog can be found via the local network at http://192.168.178.1/support.lua

 

 

 

Edit: I called back again at 10:25pm to make sure the email was picked up, and the requested information was forwarded on to Chorus. I spoke with the same agent I did on the 27th of July, who initially ran iperf. He too found it odd that such extra test results have been requested of me, by Chorus and 2degrees. He also confirmed that the problem seems to be further upstream from the router.

 

If anything this one agent in my view should be promoted - he's onto it. It's just a shame that his diligence isn't something I've observed during conversations with other agents since the order was placed, as of yet. I've got his name in case anyone from 2degrees is watching, and wants to know which of their staff are going above and beyond to help their customers in difficult situations.


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  Reply # 1836045 2-Aug-2017 19:58
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Lorenceo:

 

Another update:

 

 

 

 

 

I must admit that I find it very strange that 2degrees are asking for further test results when they have already confirmed that the problem is not on my network, can be reproduced on their Fritzbox via iperf, and that the information had already be sent to Chorus. It would seem to me to be a great time to run the iperf testing again, in case the results had been lost and again sent to Chorus.

 

 

This is an interesting one for me too.

 

 

 

we are often is requested by LFC's including chorus that iperfs are the only method of proving speed issues.

 

Seems almost backwards that they would ask for speedtests instead.





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  Reply # 1836050 2-Aug-2017 20:13
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i have a feeling your order has changed on chorus side

 

(just a disclaimer, i work at a telco)

 

a month ago, i just randomly decided to do a speed-test and i was consistently getting 50/10, whereas i was supposed to be getting 100/20. I was getting 50/10 over 5GHz WiFi and Ethernet so i knew straight away the plan has somehow changed.

 

i called up the contact centre so they can check my connection, they said everything looks good you should be on 100/20. I unfortunately knew they were wrong, I got someone else to check, on chorus portal my speed plan had changed, i was somehow put on their new default speed.

 

If I were you, i would ring 2degrees again and they should be able to check on chorus portal, maybe your CVID and SVID has changed.




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  Reply # 1836054 2-Aug-2017 20:17
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myndlyz:

 

If I were you, i would ring 2degrees again and they should be able to check on chorus portal, maybe your CVID and SVID has changed.

 

 

Thanks for the suggestion. I can confirm that the Chorus Portal shows the expected product has been provisioned.

 

I suspect it's a mismatch somewhere in the back end, as a result of the missed commitment and escalation for the original provisioning order, which has yet to be found and resolved.




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  Reply # 1836855 3-Aug-2017 21:31
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Another update: Around 7am on the 3rd of August the speeds were still incorrect.

 

I called 2degrees back around 3pm to query as to whether there had been any updates. I was told Chorus are still claiming nothing is wrong, and their ONT is provisioned correctly. I was asked to run speed tests again by the agent. I did so - speeds were still limited. He went off to check some things, and said he'd call back.

 

I was called back around 30 minutes later, and asked whether the ONT had been power cycled at all during the process of troubleshooting. I confirmed it had been. I was told that he'd do further investigation and get back.

 

I didn't hear any thing further, so called back at around 8:40pm to query what was happening. The agent I spoke with read out the ticket, and Chorus have been querying duplex settings on the ONT. The router's connected to the ONT at 1000Mbps, full duplex. 2degrees informed them that 3 different RGWs have been tried to no avail. This is correct. My R7000, the original Fritzbox, and the Fritzbox that went missing have all exhibited the same 55Mbps speed limit. I've also tried with a Windows box with VLAN 10 tagging to the ONT, which exhibited the same symptoms.

 

At the moment 2degrees are apparently waiting for further updates from Chorus. I'm still of the opinion that they should be escalating the issue further with Chorus, as they do still appear to be missing something.


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  Reply # 1839402 5-Aug-2017 01:29
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sorceror:

 

willing to bet it's something to do with the gigabit service sharing the same fibre (and chorus are intentionally rate limiting the second port).

 

 

An easy way to test - find someone else who also has a 2deg connection, and plug your Fritzbox into their ONT. And see if you get full speeds. AFAIK 2deg only do PPP user/password auth, so you should be able to login from someone else's 2deg connection. This actually happened accidentaly to me. I gave my parents a 2deg fritxbox, and they ended up using my 2deg account to access the internet. (Both me and them are 2deg fibre customers).

 

If you are in Auckland, you are welcome to come to my house to do that test. Im signed up to the gigabit plan myself. (signature photo outdated)

 

From prior experience 2deg only set profile limits at their end on the download speed. So assuming you are meant to be getting say 200/20 or 200/200, on another persons connection who has gigabit, you will get 200/500.








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  Reply # 1839459 5-Aug-2017 10:15
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Another update: Had a text from 2degrees on the 4th of August informing me that they're monitoring the line. Exactly what this entails, I'm not sure. I don't see the logic as to why it needs to be monitored.

 

I called 2degrees back around 7:15am on the 5th of August to query what this monitoring involves, and what is happening. The agent couldn't give much information, and suggested I call back when their technical specialists are available from 9am.

 

Called back around 9:20am to try and speak with one such person and get new information as to exactly what is happening with Chorus. The agent I spoke to informed me that they're waiting for Chorus to look into it further. I queried as to why they can't call Chorus about it there and then, but didn't get a conclusive answer as to why this isn't possible. At a guess it'll be due to AHT.

 

When I asked to speak with the technical specialist I was advised this isn't possible, and I'll hear back likely on Monday. I asked the agent to include a request on the ticket asking for screenshots of AMS. We'll see what comes back, I guess.

 

Has been two weeks now. I don't really understand why, since it all appears to be a config issue hiding in the background. Download speeds are still a resolute 55Mbps.

 

 

 

@Aredwood

 

Thanks for the offer. It doesn't appear to be 2degrees limiting the PPP login on their end. I've tested this by trying another 2degrees (100Mbps) login on the line. Same result - limited to 55Mbps download.

 

 

 

As a side note, the lyrics to Happy - Pharell Williams, Radioactive - Imagine Dragons, Stay With Me - Sam Smith and All of Me - John Legend probably won't ever leave my head.


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