Slow every evening

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shanport
Posts: 28
Joined: Wed Aug 06, 2008 6:57 pm
Location: Geelong

Re: Slow every evening

Post by shanport » Wed Oct 26, 2016 4:25 pm

This is very strange,

At midday i performed a speed test and was able to get 44down and 38 up. When the tech arrived and performed test at 13:30 we were both able to get a speed test result of around 90down and 38up on both his laptop directly connected to the ONT and also mine connected to the ONT.

How can this be? what has been done by exetel or the supplier to my service for this to improve all of a sudden?

Also how can the speed issue be confirmed as resolved when the testing has only been done at 13:30 this afternoon, speed checks still need to be done after 6pm when the issue is mostly encountered.

I should be able to perform the speed tests tonight and will post the results.

Thanks,

Shannon

shanport
Posts: 28
Joined: Wed Aug 06, 2008 6:57 pm
Location: Geelong

Re: Slow every evening

Post by shanport » Wed Oct 26, 2016 8:41 pm

Hello,

As, suspected the tests performed today at 13:30 are not indicative of the issue that is apparent. The issue is that after 18:00 the service slows, the only difference is tonight is a better night than in the past number of weeks.

These speed variances between peak and off peak prove that it is not an issue with the line or equipment, but must be assumed that the issue is related to something in the exetel network.

http://www.speedtest.net/my-result/5746400102
http://www.speedtest.net/my-result/5746403286
http://www.speedtest.net/my-result/5746405547
http://www.speedtest.net/my-result/5746411710

I also have a number of speedtests done via https://www.exetel.com.au/speed/ unfortunately cant post the screenshots here, but will include them on the helpdesk ticket.

the first three speed tests above do show a improvement over speed tests in previous days and weeks, and even the last one with a download speed of 20Mbps is better then previous nights.

I can only assume something has been done to my service by either exetel or the supplier in the past couple of days and suspect some changes have been made to try to rectify the problem. However this is not enough as i need the service i have subscribed too and i need it all hours not just off peak.

Rather than just going off some tests performed by the tech in off peak, reporting the issue not apparent and then charging the customer, wouldn't it be better to check with the user first to see if the issue has been resolved.

How is it fair that i am now to be charged the callout fee when in fact the tech has just confirmed what was suspected, it isn't an issue with the line, or customers equipment, it is just overload of exetel network during peak times.

Other than charging me the callout fee and closing the case what else can exetel do to resolve this issue.

regards, Shannon :(

KavindaS
Forum Admin
Posts: 2470
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Slow every evening

Post by KavindaS » Wed Oct 26, 2016 11:02 pm

shanport wrote:Hello,

I can only assume something has been done to my service by either exetel or the supplier in the past couple of days and suspect some changes have been made to try to rectify the problem. However this is not enough as i need the service i have subscribed too and i need it all hours not just off peak.
We can guarantee that Exetel have not done any changes or we have not received any update of making changes through the supplier network. When supplier has requested to re test the speeds recently while completing some remote testing, you have confirmed with speed results indicating issue has not resolved throughout the day.
shanport wrote:Rather than just going off some tests performed by the tech in off peak, reporting the issue not apparent and then charging the customer, wouldn't it be better to check with the user first to see if the issue has been resolved.
This is what we have done prior arranging the technician from the supplier end.
shanport wrote:How is it fair that i am now to be charged the callout fee when in fact the tech has just confirmed what was suspected, it isn't an issue with the line, or customers equipment, it is just overload of exetel network during peak times.

Other than charging me the callout fee and closing the case what else can exetel do to resolve this issue.
I have taken this up to my Manager's attention as an escalation. I will get back to you on his response, hopefully with a reasonable feedback considering your long time ongoing issue.

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