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153 posts

Master Geek
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2degrees

Topic # 239862 8-Aug-2018 13:17
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Hi All,

 

Over the past few months we have seen several threads pop up on Geekzone highlighting concerns around performance on the faster plans and the perceived experience you are having. I thought I’d pull together a bunch of information and reference items to assist others who may be asking or having similar types of issues.

 

2degrees has recently deployed the latest version of the speed test server application to all of our servers in New Zealand. We have also deployed servers in Los Angeles and Sydney to assist with concerns raised with International connectivity for validation and troubleshooting.

 

We have seen some ‘interesting’ results on the Speedtest application where latency is introduced (International testing) which can skew results and may not necessarily represent reality. Speedtest is a really useful application for testing and highlighting the obvious, however it isn’t the only way of testing nor in my experience is it 100% correct all the time.

 

You can use speedtest by visiting http://www.speedtest.net, by default a server is to test against is offered to you, you can also change this.

 

 

On our Speedtest servers we also have the nperf application installed which can be used for testing. To access nperf, please visit http://www.nperf.com. By default a server is to test against is offered to you, you can also change this.

 

 

Our test servers come equipped with 10gb interfaces connected to them, with a network rate limit of up to 5gb at a time.

 

Router Configuration

 

For Fritzboxes there a few things to check if you have upgraded recently from a 100mb to a faster plan.

 

Make sure you have sure your downstream and upstream settings are set to 999999 kbit/s, this can be done by logging into your Fritzbox and adjusting the following settings (Internet/Account Information/Connection Settings). Equally if you need help with this, call Customer Care (0800 022 022) and they can help.

 

 

 

 

The other item worth checking is that your LAN settings are set to Power mode (Home Network/Network Settings/Lan Speed).

 

 

Lastly when you increase the speed of your service, there are a few things that have to happen on our backend systems. We request a new profile to be applied to your connection from our upstream provider, then on the anniversary date of your billing cycle, the billing change happens. Both of these need to occur in order for your connection speed to be increased.

 

We have deployed some additional automation recently to ensure the second part of this occurs in case of process failure.

 

Customer Computing Devices

 

Customer configuration, network drivers, OS version/patch levels, wifi drivers, wifi kit etc. can all be contributing factors to poor performance. In some extreme cases we send out mini PC’s to assist and provide clarification on performance issues.

 

Please make sure your computers/devices are fully patched with the latest drivers installed. This may mean not relying on Windows update and visiting the Network Card vendor page for the latest drivers. If you are unsure, please seek technical advice from your PC supplier/store.

 

Troubleshooting

 

In order to ensure we can validate what's being seen, test things from multiple angles as well as where needed, grab packet captures (To work with hardware vendors and upstream providers), we have sent out a mini PC to troubleshoot. We send these types of devices out infrequently (I can count on one hand for the last 12 months), this also provides us the ability to connect via out of band (4g) to test elements as well. This is a last resort for us, based on the recent extensive testing with a bunch of geekzoners, we are in good shape.

 

 

Here are some results of recent testing from customers experiencing issues and what was identified as the root cause.

 

* https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=239663&page_no=4#2069626

 

* https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=233510&page_no=3#2041281

 

* https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=239663&page_no=4#2069626

 

* https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=236439&page_no=5#2042056

 

* https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=236439&page_no=6#2049148

 

Lastly, if you have concerns with your 2degrees experience, please call Customer Care on 0800 022 022 for assistance.

 

Nick.


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1689 posts

Uber Geek
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  Reply # 2069877 8-Aug-2018 13:29
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Hey

 

Tell whoever came up with this service model that it's a bang on approach to problem solving, and good on 2D for actually doing this with residential connections, where there are no margins and the moment care needs to be involved you've lost all profit in the customer for some time.

 

It's a shedload more productive than asking contact centre to operate in the dark from scripts, and acknowledges (finally) that there can be more to poor performance than just the carrier and the network technology.

 

Also kudos for fronting up on a geek website and responding with actual information and actual detail, not a promise to disappear back into the bowels of Ops to quietly fix a cockup. I quote your confirmation that the 10gig access is limited to 5gig - name any other major brand ISP that reveals details of it's configuration, protecting it as if customers are suddenly going to walk out the door if they knew.

 

I think this case should be classed as user shame:

 

https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=233510&page_no=3#2041281

 

 

 

 





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AK

 

 

 

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153 posts

Master Geek
+1 received by user: 97

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2degrees

  Reply # 2069940 8-Aug-2018 14:16
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Hi Antonios,

 

Thanks for your feedback - Appreciate your kind words and considerations. The reality is that our residential customers are or have the potential to be our business customers. It makes complete sense for us to invest and be responsive. We pride ourselves in the quality of our network, the services/products we offer, with a key differentiator being NZ based support teams.

 

Nick.


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