Seriously slow speeds in the evening

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Seriously slow speeds in the evening

Post by JJDisco » Sat Jun 02, 2012 8:46 pm

Hi all

I've just bought a Billion 7800N and since installing it I've had really poor download speeds at night (~200kBps) while morning is great (~1.7MBps)

I'm not using P2P normally, and nothing else is plugged in. The only thing that appears different is the time of day. Any help please?

Damien

Amila Fernando
Forum Admin
Posts: 372
Joined: Tue Jul 06, 2010 11:59 am
Location: Australia

Re: Seriously slow speeds in the evening

Post by Amila Fernando » Sat Jun 02, 2012 9:56 pm

JJDisco wrote:Hi all

I've just bought a Billion 7800N and since installing it I've had really poor download speeds at night (~200kBps) while morning is great (~1.7MBps)

I'm not using P2P normally, and nothing else is plugged in. The only thing that appears different is the time of day. Any help please?

Damien
Hi Damien,

Please note that we have sent you an email under 5252713 reference. Kindly go through it and let us know the outcome in order to further investigate your speed issue. :)
To Log a fault ticket, please click click here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

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Exetel Support Portal
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JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Wed Jun 27, 2012 9:54 pm

I've now lost internet connection completely. It's now been 25 says since I raised this and the line is clearly worse if I now have no connection. I expect to be compensated for the poor service I am having to out up with as well as the live to be fixed.

I await your positive reply

udara
Exetel Staff
Posts: 362
Joined: Thu Dec 17, 2009 11:06 am

Re: Seriously slow speeds in the evening

Post by udara » Wed Jun 27, 2012 11:38 pm

JJDisco wrote:I've now lost internet connection completely. It's now been 25 says since I raised this and the line is clearly worse if I now have no connection. I expect to be compensated for the poor service I am having to out up with as well as the live to be fixed.

I await your positive reply
Hi Damien,

I can see the service online at the moment . I will contact you tomorrow to further discuss the issues explained to you in the email via ticket 5252713
To Log a fault ticket, please click Here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

==============
Exetel Support Portal
==============

JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Thu Jun 28, 2012 8:49 am

It's the same as it always has been. Service is fine in the AM, horrible at night, and now intermittant at night (well based on last nights experience). Clearly a line issue somewhere... This is not the first time I've complained about line issues if you want to check my previous posts

JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Thu Jun 28, 2012 9:26 pm

udara wrote:
Hi Damien,

I can see the service online at the moment . I will contact you tomorrow to further discuss the issues explained to you in the email via ticket 5252713
If you aren't going to make contact, probably best not to say you will.

udara
Exetel Staff
Posts: 362
Joined: Thu Dec 17, 2009 11:06 am

Re: Seriously slow speeds in the evening

Post by udara » Thu Jun 28, 2012 10:34 pm

JJDisco wrote:
udara wrote:
Hi Damien,

I can see the service online at the moment . I will contact you tomorrow to further discuss the issues explained to you in the email via ticket 5252713
If you aren't going to make contact, probably best not to say you will.

I have sent you a PM as well as an email with regards to this .
To Log a fault ticket, please click Here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

==============
Exetel Support Portal
==============

JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Mon Aug 06, 2012 9:25 pm

It has now been over 2 months and the service has now deteriorated to speeds of 107.59 KB/sec and 53.73 KB/sec . I no longer want to hear that a month ago you raised it with the supplier, I want you to get it fixed. While I appreciate that I haven't been charged for June, I still was affected for July, and who knows thereafter - should the supplier pull their fingers out. Can you please re-raise this with the supplier and keep me informed of any developments even if it is just that you have requested an update from them.

udara
Exetel Staff
Posts: 362
Joined: Thu Dec 17, 2009 11:06 am

Re: Seriously slow speeds in the evening

Post by udara » Mon Aug 06, 2012 11:39 pm

JJDisco wrote:It has now been over 2 months and the service has now deteriorated to speeds of 107.59 KB/sec and 53.73 KB/sec . I no longer want to hear that a month ago you raised it with the supplier, I want you to get it fixed. While I appreciate that I haven't been charged for June, I still was affected for July, and who knows thereafter - should the supplier pull their fingers out. Can you please re-raise this with the supplier and keep me informed of any developments even if it is just that you have requested an update from them.
I have sent you a reply via ticket id : 5252713
To Log a fault ticket, please click Here or alternatively call Exetel VOIP numbers (02) 8030 1000 or 1300 788 141 (log faults 24x7)

==============
Exetel Support Portal
==============

JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Sun Sep 23, 2012 9:02 pm

It's now been another 6 weeks since I last heard anything from Exetel. No wait I was sent an automated email stating

"Dear Customer,

This email is to inform you that we have successfully tended to your service issue/query and your ticket will now be closed.

We trust that you were happy with how we served you on this issue. However, in our continuous efforts to improve the quality of our services, we welcome your feedback and would appreciate a moment of your time here: https://www.exetel.com.au/survey/res_su ... id=5252713

eXeTeL Support
Exetel Pty Ltd "

Ummm

1) The issue still exists. I still experience download speeds of 200-300 KBps of an evening. Nothing has changed here
2) No I'm seriously pissed with your service. I never received any updates from support unless I called or emailed them. The only updates I ever got were "we can't do anything about it".
3) I filled out your lovely survey. That was 6 days ago - still awaiting supposed reply.

Fix the damn issue

Dazzled
Volunteer Site Admin
Posts: 6003
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by Dazzled » Sun Sep 23, 2012 9:28 pm

Just out of interest, what happens when you ping 220.233.0.4 in the evening (the Exetel name server)?

JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Sun Sep 23, 2012 9:32 pm

Nothing exciting

No packet loss
min 17ms
max 20 ms
av 18 ms

Speed check just then (from exetel site)
Your current bandwidth reading is:

2.24 Mbps

which means you can download at 286.35 KB/sec. from our servers.

Dazzled
Volunteer Site Admin
Posts: 6003
Joined: Mon Nov 13, 2006 1:16 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by Dazzled » Sun Sep 23, 2012 9:58 pm

Browser speed tests aren't always accurate - they sometimes return only half the actual speed available. If you have a download manager point it at a Microsoft or Apple download (or even at a pinch the UK Daily Mail! - they are all co-hosted with Exetel on ultra-fast servers, and so are close from a network viewpoint). A useful free manager for Windows is at http://www.freedownloadmanager.org/ if you use that OS.

If you have severe local periodic exchange/backhaul congestion, the ping test to your ISP often shows it, hence my previous question. Is there any suggestion of a large change in line rate in your modem? (There wouldn't be for a congestion issue, but local RF can do this - such as from electronic power supplies in 12v downlights). Are your modem input cables long? These cables are unshielded.

By now I imagine Support have given your line a thorough testing, so I am wondering if it is something less obvious lurking.

JJDisco
Posts: 65
Joined: Thu Apr 01, 2004 3:17 pm
Location: Sydney

Re: Seriously slow speeds in the evening

Post by JJDisco » Sun Sep 23, 2012 10:04 pm

I've done all those tests with support previously. The problem only really occurs of an evening, so the interference stuff is probably not likely as the phone doesn't move, nor do cable lengths change. The problem exists wired or wireless, for 2 laptops and 3 different branded smartphones.

pondok
Posts: 5
Joined: Sat Apr 30, 2011 11:19 am
Location: Sydney

Re: Seriously slow speeds in the evening

Post by pondok » Sun Sep 23, 2012 10:11 pm

Having exactly the same problem, except mine's worse than yours.
I am sure supports are aware of the problem and It's been happening for almost a month now.

i'm getting 300-600 kbps in the evening.

PING 220.233.0.4 (220.233.0.4): 56 data bytes
64 bytes from 220.233.0.4: icmp_seq=0 ttl=59 time=40.946 ms
64 bytes from 220.233.0.4: icmp_seq=1 ttl=59 time=30.598 ms
64 bytes from 220.233.0.4: icmp_seq=2 ttl=59 time=29.438 ms
64 bytes from 220.233.0.4: icmp_seq=3 ttl=59 time=31.048 ms
64 bytes from 220.233.0.4: icmp_seq=4 ttl=59 time=28.332 ms
64 bytes from 220.233.0.4: icmp_seq=5 ttl=59 time=56.596 ms
64 bytes from 220.233.0.4: icmp_seq=6 ttl=59 time=29.764 ms
64 bytes from 220.233.0.4: icmp_seq=7 ttl=59 time=29.947 ms
64 bytes from 220.233.0.4: icmp_seq=8 ttl=59 time=184.119 ms
64 bytes from 220.233.0.4: icmp_seq=9 ttl=59 time=28.131 ms
64 bytes from 220.233.0.4: icmp_seq=10 ttl=59 time=218.896 ms
64 bytes from 220.233.0.4: icmp_seq=11 ttl=59 time=210.431 ms
64 bytes from 220.233.0.4: icmp_seq=12 ttl=59 time=237.073 ms
64 bytes from 220.233.0.4: icmp_seq=13 ttl=59 time=180.648 ms
64 bytes from 220.233.0.4: icmp_seq=14 ttl=59 time=222.181 ms
64 bytes from 220.233.0.4: icmp_seq=15 ttl=59 time=269.054 ms
64 bytes from 220.233.0.4: icmp_seq=16 ttl=59 time=162.616 ms
Request timeout for icmp_seq 17
64 bytes from 220.233.0.4: icmp_seq=18 ttl=59 time=160.590 ms
64 bytes from 220.233.0.4: icmp_seq=19 ttl=59 time=203.390 ms
64 bytes from 220.233.0.4: icmp_seq=20 ttl=59 time=131.262 ms
64 bytes from 220.233.0.4: icmp_seq=21 ttl=59 time=129.533 ms
64 bytes from 220.233.0.4: icmp_seq=22 ttl=59 time=159.984 ms

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