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Standard User Orddu
(newbie) Mon 12-Mar-12 16:20:30
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Re: FTTC speed problem after modem replacement


[re: MHC] [link to this post]
 
Results of the tests

These were run one after another in the space of a few minutes from 12pm today.

The main BT one shows 19 meg coming down.

The speedtest.net ones were most interesting. The "best" one showed almost 37 meg, but the random one 25. Even 25 better than 18 though!

So I ran tracerts to those two servers to see what happened (they're at the end of the file). The first one to the random server had some long sections in it, but subsequently was OK.

This is starting to feel a bit route-ish to me now though... And not a peep out of Zen after I sent them all my findings first thing this morning. I'll go through the ticketting system again.
Standard User MHC
(legend) Mon 12-Mar-12 16:51:29
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Re: FTTC speed problem after modem replacement


[re: Orddu] [link to this post]
 
99.9% certain it is not inside your property and probably not a local noise issue. What you have shown is similar to another one I know of and that is proving very hard to track down or resolve.

It could be contention/congestion, possibly some form of throttling or maybe even a node somewhere that is having issues of its own.

One reason you could be getting a good 38Mbps BT speedtest followed by a bad 15-20 result is that there are TWO BT speedtest sites and under the same URL and you could be connected to either of them so if one route has an issue and the other clean it will explain why.

What to do? Ensure te case remains open with the ISP and keep checking with them and against your results.





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


M H C


taurus excreta cerebrum vincit
Standard User Orddu
(newbie) Mon 12-Mar-12 17:02:34
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Re: FTTC speed problem after modem replacement


[re: MHC] [link to this post]
 
I'd love for it to remain open... but as yet they won't even log it because it's not a problem!

Emails have gone to and fro, but they're all very much along the lines of "we're pinging you to look for packet loss" and that any engineer would be chargeable.

This is fair enough, but I'm getting the *strong* impression (particularly from that tracert with the too-big numbers on the Zen network itself) that this is an internal problem they just haven't spotted yet.

If push comes to shove, our contract is up in May so we'll go through the other providers and see who's about. I really don't feel like anyone at Zen's taking this even remotely seriously at the moment. frown


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Standard User jchamier
(knowledge is power) Mon 12-Mar-12 18:22:38
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Re: FTTC speed problem after modem replacement


[re: Orddu] [link to this post]
 
In reply to a post by Orddu:
If push comes to shove, our contract is up in May so we'll go through the other providers and see who's about.


AAISP still have their "we'll fix your line" offer - could be the sort of people you need for this.

Zen surely aren't living up to their reputation on this issue - I thought they were supposed to be "good" ?

James - be* pro - on THFB - sync about 17.2mbps - BQM
Standard User Orddu
(newbie) Mon 12-Mar-12 19:13:09
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Re: FTTC speed problem after modem replacement


[re: jchamier] [link to this post]
 
AAISP seem worth considering... although Zen say BT won't consider this as a fault as it's >12 meg.

Interestingly, if I go to the Infinity page to check whether I can get it, it says:

BT Infinity
Superfast fibre optic broadband
Great news! You are eligible for superfast BT Infinity.
32.0Mb download
5.8Mb upload


And then further down says:

BT always offers you the best speed possible on your line.The speed prediction we have given here is an estimate, however download speeds can vary and the actual download speed will fall within a range. The range is an indication of the speed that other similar lines across the UK have achieved for their broadband service; this is generally within 1-2 Mb higher or lower than your single estimated speed quoted.


So even BT think that it should be only 1-2 meg different from the quoted speed it shows. Which would be 30-34, 2 meg either side. Not **14** lower.

And no, Zen have always been good (and I recently voted for them) but I'm not impressed at the moment.
Standard User jchamier
(knowledge is power) Mon 12-Mar-12 22:58:02
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Re: FTTC speed problem after modem replacement


[re: Orddu] [link to this post]
 
In reply to a post by Orddu:
So even BT think that it should be only 1-2 meg different from the quoted speed it shows. Which would be 30-34, 2 meg either side. Not **14** lower.

And no, Zen have always been good (and I recently voted for them) but I'm not impressed at the moment.


I think Zen's "BT" is OpenReach (OR), whereas you've looked at BT Retail's product page (for Infinity).

Zen's supplier is OR and its likely in their contract with OR they have such a percentage.

James - be* pro - on THFB - sync about 17.2mbps - BQM
Standard User Orddu
(newbie) Tue 13-Mar-12 00:13:12
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Re: FTTC speed problem after modem replacement


[re: jchamier] [link to this post]
 
Ahh I see. Well, I shall poke them tomorrow then!
Standard User Orddu
(newbie) Tue 13-Mar-12 12:22:48
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Re: FTTC speed problem after modem replacement


[re: Orddu] [link to this post]
 
They're still quibbling with me. However, I did this:


I ran a tracert and I found that the first router we hit of Zen's is 62.3.84.21 so I set off a continuous ping to it and it came back (with no activity on the network) solidly at 23ms.

Then I set off a speedtest and it did this:

Reply from 62.3.84.21: bytes=32 time=23ms TTL=253 <-- no network activity
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Request timed out. <--start of speed test, the particularly worrying bit!
Request timed out.
Reply from 62.3.84.21: bytes=32 time=27ms TTL=253
Reply from 62.3.84.21: bytes=32 time=28ms TTL=253
Reply from 62.3.84.21: bytes=32 time=28ms TTL=253
Reply from 62.3.84.21: bytes=32 time=96ms TTL=253
Reply from 62.3.84.21: bytes=32 time=145ms TTL=253
Reply from 62.3.84.21: bytes=32 time=153ms TTL=253
Reply from 62.3.84.21: bytes=32 time=120ms TTL=253
Reply from 62.3.84.21: bytes=32 time=99ms TTL=253
Reply from 62.3.84.21: bytes=32 time=172ms TTL=253
Reply from 62.3.84.21: bytes=32 time=185ms TTL=253
Reply from 62.3.84.21: bytes=32 time=157ms TTL=253
Reply from 62.3.84.21: bytes=32 time=83ms TTL=253
Reply from 62.3.84.21: bytes=32 time=165ms TTL=253
Reply from 62.3.84.21: bytes=32 time=191ms TTL=253
Reply from 62.3.84.21: bytes=32 time=200ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253 <-- pause to change from download to upload
Reply from 62.3.84.21: bytes=32 time=160ms TTL=253
Reply from 62.3.84.21: bytes=32 time=152ms TTL=253
Reply from 62.3.84.21: bytes=32 time=119ms TTL=253
Reply from 62.3.84.21: bytes=32 time=183ms TTL=253
Reply from 62.3.84.21: bytes=32 time=189ms TTL=253
Reply from 62.3.84.21: bytes=32 time=125ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253 <-- end of speed test, no network activity
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253
Reply from 62.3.84.21: bytes=32 time=23ms TTL=253

I repeated this with a couple of sites and an FTP download from my own ftp space. Each one has at least 2 or 3 timeouts in it. This is borne out by the tracert I sent in yesterday which had the latency start at the same router.

Question is, would you expect this? Really, should you get packet loss and that sort of latency showing just from a simple download? The Zen person seems totally unconcerned at this, but 1st line support I guess.

Comments, anyone? Am I barking in the wrong forest?
Standard User Orddu
(newbie) Tue 13-Mar-12 13:31:17
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Re: FTTC speed problem after modem replacement


[re: Orddu] [link to this post]
 
Zen have now received this and are passing the situation on to the fibre team who will look at it tomorrow.

(Partial) result! smile
Standard User jchamier
(knowledge is power) Tue 13-Mar-12 13:41:16
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Re: FTTC speed problem after modem replacement


[re: Orddu] [link to this post]
 
In reply to a post by Orddu:
Question is, would you expect this? Really, should you get packet loss and that sort of latency showing just from a simple download? The Zen person seems totally unconcerned at this, but 1st line support I guess.


Yes - the speed test is flooding your line, maxing it out. If you max out a TCP/IP connection you will get packet loss.

James - be* pro - on THFB - sync about 17.2mbps - BQM
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