Kitz Forum
Broadband Related => ISPs => Topic started by: JackDinn on September 16, 2015, 03:04:32 PM
-
Hi,
I have spent a major portion of my life trying to deal with bad service , i even spend several years building software to try and help called JDast but when you contact your ISP because your only getting 2Mb/s on a 80Mb/s service and they respond with "well your on a non-priority service so it does not matter what your speeds are during the day" i just hang my head im exasperation !!
What / how do you respond to that ? How do you proceed ?
Yea maybe fine if its just a one off kinda thing but its every day , even the BTw tester says anything below 40Mb/s is unacceptable (for me) and should be investigated by your ISP.
Im at the point where i just cant deal with this crap any more , whats the point in logging speeds of the day/week/month , whats the point in doing BTw tests, just what is the point?
Frustrated me,
Cheers all.
-
Welcome to the Kitz forum.
At the moment, you have not given us any real information. :no:
Who is your ISP/CP? With what product are you provided? Are you within a minimum contract period? What modem (or combined modem/router) are you using? Are you able to obtain comprehensive line statistics for your circuit? Etc, etc.
-
Yeah, as above ^^^^^ and welcome to Kitz.
Have you a rough idea how far from the VDSL Cab you are ??, are you using an Ethernet lead to speedtest ?? Plus, I never use the BTw checker that they ask you to use, it's appallingly false. I would use 'Speedtest.net (OOKLA).
-
it was really a general question but you can have my info.
provider :- Aquiss (enta)
package home FTTC (80/20)
i said id never take a contact again but when FTTC come to my village i decided i would take a years contract (no choice for FTTC that i could find anywhere), I have about 6-7 months left on that.
Modem/router is a TP-LINK TD-W9980 N600 Wireless Dual Band Gigabit VDSL2/ADSL2+
there is nothing wrong with my line i get very pronounced drops in speed from 9:00am to 6:00pm (approx) during week days but rest of the time i got full profile speed.
profile is 69Mb/s / 19Mb/s
sync 70/20 (max 78/20)
SNR Margin (dB) up 6 down 4.8
Line Attenuation (dB) up 10.9 down 11.4
Errors (Pkts) up 0 down 0
I do have the BT VDSL modem and another router that i have checked with but it makes no difference.
Its contention i suspect , SP does not have enough BW.
-
Yeah, as above ^^^^^ and welcome to Kitz.
Have you a rough idea how far from the VDSL Cab you are ??, are you using an Ethernet lead to speedtest ?? Plus, I never use the BTw checker that they ask you to use, it's appallingly false. I would use 'Speedtest.net (OOKLA).
I use my own software (http://www.gmwsoftware.co.uk/) mainly but others to double check and of course the SP wont accept anything other than BTw tests :-/
Im 300 meters from DP (distribution point).
Yea i use Ethernet to test
-
Contention ??? 69Meg possible to just 2Meg actual ??? I would think there's more at play than just bandwidth issues, if not ..... that is damned ludicrous, and I would be shouting it at the very highest of levels !!
-
Contention ??? 69Meg possible to just 2Meg actual ??? I would think there's more at play than just bandwidth issues, if not ..... that is damned ludicrous, and I would be shouting it at the very highest of levels !!
I would too but you cant deny the fact that weekends and evenings is 100% fine , it rapidly drops off in the morning and comes back up at 6pm ish.
I have not been logging recently because i just feel there is no point it makes no difference to my ISP and anyhow i dont think they even look at the graphs. However i did offer to start logging for them today and they said
You can certainly log speed results, however, only those after 6.00pm will be classed as being within your priority window. These need to be record via the official BT speedtester.
-
Have you considered REIN as a contributory factor ???
-
Whoops ..... sorry ..... here's the link ...... http://www.kitz.co.uk/adsl/rein.htm
-
Whoops ..... sorry ..... here's the link ...... http://www.kitz.co.uk/adsl/rein.htm
well it has crossed my mind but id say pretty unlikely looking at the pattern (i know you'll say well a pattern might show it IS rein) but its a far shot i think.
This was sent to Aquiss, they never did anything, no investigation , no suggestions or advice , you can see why i just dont bother logging any more.
even if it was a local problem they should be helping not just saying only those after 6.00pm will be classed as being within your priority window
http://i.imgur.com/m0Zwjuv.png
-
Seems to be the norm with many entanet resellers from what I can make out on other forums.
Basically it looks like they have enough bandwidth for business OR home users but not both so business gets the bandwidth in the day & vice versa at night.
You presumably signed up knowing that business got daytime priority? If so then what figures were quoted as "acceptable speeds"?
Not really that strange for people wondering - AAISP used to be in much the same situation but as traffic shaping is anathema to the good rev they just charged more for daytime usage & spent that on more bandwidth.
-
Seems to be the norm with many entanet resellers from what I can make out on other forums.
Basically it looks like they have enough bandwidth for business OR home users but not both so business gets the bandwidth in the day & vice versa at night.
You presumably signed up knowing that business got daytime priority? If so then what figures were quoted as "acceptable speeds"?
Not really that strange for people wondering - AAISP used to be in much the same situation but as traffic shaping is anathema to the good rev they just charged more for daytime usage & spent that on more bandwidth.
well i did make a bit of a no-no when i signed up, i was so excited to finally be getting fttc that i just assumed nothing could possibly be worse that adsl and surly an 80Mb/s service could NEVER drop below "ridiculous" levels. i was hasty and broke my own rule about never signing up for contracts. I shall go and take a look at their T&C's and see if they even have an acceptable minimum speed for home users.
-
The fact you're being told that you are on a "non-priority service" suggests to me that there is something in the T&Cs which basically says "you get it at this price because we don't expect you to use it during defined business hours".
Personally I wouldn't touch a reseller with the longest bargepole imaginable but that's just me :D
-
indeed, but there must be an absolute minimum of some industry or watchdog or offcom sort , you cant sell a 80Mb/s service and provide 2Mb/s , if you can then im in the wrong job !
-
You can if you sell it that way and its made clear that it's "best-efforts" during your "non-priority" time.
If the service was sold for "Home Use" or similar & the signup made clear how the priorities worked then I think you'd struggle to prove anything as the evening/weekend speeds show the service is fine for the "average" home user. Its normally the other way around for home users TBH.
Sorry but I reckon you probably just bought the wrong service :(
You could try taking it up with Entanet, see if they can help get you moved to another reseller/service but from what you've said I reckon you're stuck with the 12 month contract....
Edit - ultimately its entanet who have you in a 12 month contract, but not directly. As long as they get their money they don't much care which reseller you're with, so they might be able to move you to a more suitable reseller with zero downtime & cost to Acquiss. Worth a try. Edit 2 - do bear in mind that another reseller might have slow speeds at residential peak times and fast during business...
-
yea prob right, but even after contract ends its impossible to figure who you should go with and its not until after you join that you find out what you have. just how its always been. Even if i had bags of money i still would not know how to get a decent service , o well :(
-
I had ADSL2 annex m (Be wholesale) for a brief period through another reseller who used Entanet to provide services, Very jittery and latency increases during office hours, Basically it was crap, certainly not value for money, Aquiss has a good reputation, they also charge a premium price for FTTC, if it where me if they refused to sort it out, or refused to release me from the remainder of the contract penalty free, i would be seeking help from their ADR ,
What i would do is run the BTW performance tester when your throughput is being crippled and run the second bit giving the IP profile, then it should offer a third test Tap3 , you have to change the user name and set the DNS servers to obtain automatically in your router then run the TAP3 speedtest, and take a screen shot of the results , this may if the result in normal rule out the BTW network , and be proof that entanet are throttling the life out of your connection , 2mbps is ridiculous, especially if your paying £37.00 per month for the privilege,dick turpin had the decency to wear a mask when he robbed you :o
As for who would be the best ISP a lot would depend how well BTW performs in your area,to some degree, as some areas have regular congestion issues that are sometimes not serious (throughput over 40mbps) on a 80/20 service syncing at the full rates, but are still a serious enough issue for those who experience them, your alternatives are SKY and TT have their llu kit in your exchange , though i wouldn't go with TT consumer, the buisness is said to be ok, and they wholesale it so it is sold be smaller isp's Sky doesn't do a business grade product,
-
i have tried many many times to provide the TAP3 tests for aquiss but its always fails for me , it will not connect to the BT tap3 server after i change the radius login details . Iv tried about 20 times in the last few months and thats if i can even get to the tap3 test part as today’s tests were erroring even before that option was presented
I have been thought so many ISP's i cant even remember them all , i spent ages researching and ended up with a choice between aquiss and AAISP , i went with aquiss.
It just seems you can say money is no object but still you'll be lucky to get a decent service.
-
Did you set the router to obtain DNS servers automatically as well as changing the User name to the BT one? as it won't resolve the TAP3 server otherwise , as it's a walled garden test,
-
Did you set the router to obtain DNS servers automatically as well as changing the User name to the BT one? as it won't resolve the TAP3 server otherwise , as it's a walled garden test,
yep and yep , this was the response from aquiss re the failing tap3 tests
The TAP3 does not work for everyone, BT say they are improving it, but it's not quite there yet.
Kind Regards,
-
A suggestion. Call A&A (http://aaisp.net/broadband.html), explain the precise situation and ask if they would be able to help you.
I can't remember exactly who it was (who did just that, a few months ago) but the end result was successful. I believe it was someone who posted their tale of woe on the Thinkbroadband forum . . .
-
Thanks to Burakkucat, saves me from having to be a cracked record yet again. :-) :-)
-
Although I am prone to have the odd quick nap, now and again, I can always tell which saucer contains the best cream! ;)
-
A suggestion. Call A&A (http://aaisp.net/broadband.html), explain the precise situation and ask if they would be able to help you.
I can't remember exactly who it was (who did just that, a few months ago) but the end result was successful. I believe it was someone who posted their tale of woe on the Thinkbroadband forum . . .
well that could be a decent option , cheers i shall have a ponder on it :D
-
Just to clarify, the person involved (whose identity I have forgotten) was not a customer of A&A but they were prepared to assist him obtain a satisfactory result. In due course the not-a-customer then became an A&A customer . . .
-
Just to clarify, the person involved (whose identity I have forgotten) was not a customer of A&A but they were prepared to assist him obtain a satisfactory result. In due course the not-a-customer then became an A&A customer . . .
Yea it does sound good, so my research was good the (well with regards to A&AISP ) they are very good? but then again my research also came up with aquiss :-/
p.s. while taking a look around kitz today i just noticed Kitz actually officially link my software http://www.kitz.co.uk/adsl/speedtesters.htm (http://www.kitz.co.uk/adsl/speedtesters.htm) , that made me smile :cool:
-
I agree with Burakkucat, I remember that incident where a non-customer got help. AA used to offer a scheme where they would fix your line or your money back, it may still be going.
-
I agree with Burakkucat, I remember that incident where a non-customer got help. AA used to offer a scheme where they would fix your line or your money back, it may still be going.
Yea but its getting out of your contract thats the hurdle , did A&A help with that part ?
-
In general, getting out of a contract is a matter of taking a financial hit. Is that correct?
-
AA used to offer a scheme where they would fix your line or your money back, it may still be going.
That offer is still valid. (I've just checked the A&A site.) They claim that, to date, they have never yet needed to give any money back.
Yea but its getting out of your contract thats the hurdle , did A&A help with that part ?
I don't know of the precise details -- not being actively involved -- but that could be something you ask. ;)
-
In general, getting out of a contract is a matter of taking a financial hit. Is that correct?
even if you can demonstrate the abysmal service beyond doubt , as i say there must be some absolute minimum % of your profile or sync.
I shall look into it it, maybe shoot of an email to A&A.
cheers all,
-
You can also live chat to AA staff and other customers over IRC any time. There's a link on their website to a web-based IRC client, for convenience.
You can tweet them and SMS them too.
-
If that 2Mbps is each and every day then IMHO you have valid cause for complaint.
It does seem that you may have fallen foul of this this (http://support.aquiss.net/knowledgebase/broadband-traffic-management-63.html), because the hours you mention are not typical of usual peak time congestion.
It is important to note that this approach is unlike that of other broadband providers. In addition to managing traffic by type, customers can choose either Business or Family packages. Between the hours of 08:00hrs and 20:00hrs, Monday to Friday the traffic of Business package customers receives priority over that of Family package customers. Between 20:00hrs and 00:00hrs Monday to Friday the traffic of Family package customers receives priority over that of Business package customers
These are the BTw guidelines
at least 8Mbit/s for 90% of the time over the busiest 3 hour period for the Standard WBC (12Mbit/s for FTTC);
The AAISP suggestion is a good one, if not perhaps OFCOM?
-
hmm OFCOM, they dont like dealing with individual member of the public though ?
Where did you find that BTw quote ? so i might al least stick it in their face but they wont be interested anyhow.
I am logging again, we got down to 4Mb/s for about 3 hours today. Even more annoying is the fact that the BTw tester fails consistently so the only 1 thing that all isp's want/except just will not work, its almost like its a conspiracy ^^
-
https://www.btwholesale.com/assets/documents/Orders_and_Faults/Slow_Throughput_Best_Practice_Guides_v1.pdf