Hello To test your throughput, please ensure the following tests are to be carried out via an Ethernet cable connection to the fibre modem and not via wireless. Please disable your wireless for this testing and also unplug other devices that are connected to the modem via Ethernet (other than the testing computer). To disable the wireless, please open your browser to the address "10.1.1.1". This should take you to a modem login page; the login password by default is "admin". Once logged in to the modem, please click on "2. Set up my wireless", then please check "disable" for wireless and then please click the "save settings" button on this wireless settings page. Once this testing is down, simply return to the page, select "enable" and then please click the "save settings" button. Please run 2 speedtests with each of the following servers using Google Chrome, Mozilla Firefox and Internet Explorer (these are different Internet browsers): http://speedtest.orcon.net.nz/ http://www.worldnet.co.nz/support/speedtest/ http://www.telecom.co.nz/packages/packages/existingcustomer/testyourspeed/ Please attach screenshots of the results of these speedtests and reply to this email. Google Chrome - Orcon test 1: - Orcon test 2: - Worldnet test 1: - Worldnet test 2: - Telecom test 1: - Telecom test 2: Mozilla Firefox - Orcon test 1: - Orcon test 2: - Worldnet test 1: - Worldnet test 2: - Telecom test 1: - Telecom test 2: Internet Explorer - Orcon test 1: - Orcon test 2: - Worldnet test 1: - Worldnet test 2: - Telecom test 1: - Telecom test 2: And also please kindly advise of the following details. Operating system : Browser : Browser version : Network card : Network card driver version : Once the above testing has been done, please reply to this email with the results. And for the last test, please download our automated tool from "http://www.orcon.net.nz/downloads/bbdiag/orcondiagnostics.exe". Once this tool has completed testing. you will need to click on the send button – and this will automatically send us a copy of your results. If you have any queries around this testing, please do not hesitate to contact us on 0800 13 14 15. Regards, The Team@Orcon Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414). assurance@orcon.net.nz assurance@orcon.net.nz Feb 19 to me Hi ####, We have not received any further information in regards to your speeds issue and as such believe this fault to be resolved. If you wish to investigate further, simply email us back with the results, otherwise this ticket will automatically close within 48 hours. Thanks for contacting us. The Team@Orcon Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414). Need to upgrade your data cap or calling packs for the holidays? Update your plan online using our “change my plan” wizard. ---- Forwarded message from "assurance@orcon.net.nz" --- From: "assurance@orcon.net.nz" To: #### Subject: Re: [Ticket#11654668] [UFB] Slow throughput Fault - 18981986 Date: 2014-02-11 15:38:58 ---- End forwarded message --- ##### Feb 24 to assurance I'm Sorry I have been flatout with University in exam week, Could you please re-open this, Please let me know & I will send through the results of the testing. Kind Regards, #### assurance@orcon.net.nz Feb 27 to me Hi ###, Please send through the results as soon as you can so we can continue to investigate your fault. Thanks. ##### Feb 28 to assurance Hi Orcon, Attached is a .Zip file with the results of the Speedtests in the different browsers. Wireless is always disabled, though I have shown that screenshotted too. These tests have been done in isolation with the testing computer plugged directly into the Genius and nothing else. I've also attached a screenshot of the behaviour of the Orcon speedtests. 99% of the time the speedtest is <5mb/s until it jumps at the end, This occurs in ALL browsers. The speeds are extremely intermittent, And no matter where I upload, HTTP, FTP, etc etc, The most I've ever been able to get out of this connection is <1MB/s UP (Most of the time a lot less (200KB/s~). And also please kindly advise of the following details. Operating system : Windows 7 Ultimate x64 Browser : Google Chrome Browser version : Latest Network card : Onboard Network card for Asrock Extreme4 z77 motherboard (Broadcom) Network card driver version : Latest (Though this behavior is observable on any computer, with any network card, I have several other computers in the house, completely different OS, network etc, all are the same) I will run the diagnostics tool now and send through the results. Kind Regards, ##### Compressed Archive Orcon.zip assurance@orcon.net.nz Mar 4 to me Hi ####, Below are your results submitted from the previous test: Chrome Orcon ST 1 = 94.24 / 44.82 Chrome Orcon ST 2 = 94.26 / 44.61 Chrome Telecom ST 1 = 93.99 / 2.12 Chrome Telecom ST 2 = 94.3 / 2.37 Chrome Worldnet ST 1 = 91.57 / 28.8 Chrome Worldnet ST 2 = 94.26 / 29.15 Firefox Orcon ST 1 = 94.32 / 39.39 Firefox Orcon ST 2 = 94.25 / 4.43 Firefox Telecom ST 1 = 92.53 / 3.04 Firefox Telecom ST 2 = 92.68 / 2.79 Firefox Worldnet ST 1 = 91.97 / 31.62 Firefox Worldnet ST 2 = 91.49 / 31.51 IE Orcon ST 1 = 94.21 / 2.06 IE Orcon ST 2 = 94.3 / 2.21 IE Telecom ST 1 = 94.19 / 2.59 IE Telecom ST 2 = 94.26 / 3.03 IE Worldnet ST 1 = 93.21 / 30.7 IE Worldnet ST 2 = 93.85 / 30.77 But you had raised concerns regarding your upstream speed. As such, may you please test the upstream on our FTP server detailed below? First of all we need to be clear about the prerequisites that need to be met before going ahead with testing. Please Hardwire your Computer/Laptop directly to the router/modem. Please make sure there are no other devices connected to the modem via Ethernet or Wireless. Please ensure your Wireless adapter has been disabled/turned off on your modem as a means of further isolation. Please make sure there are no other devices attached to any other Jack Points except for your modem i.e. Phone/Fax/Sky Once the above criteria has been met please follow the steps below. Step 1 - Please download this program which is Filezilla – well known freeware FTP client https://filezilla-project.org/download.php?type=client Step 2 - install the application. Step 3 - Please minimize any windows that are currently open and only have Filezilla open (there is a specific reason for this) Step 4 - Once Filezilla is open you will then need to insert the data below in the appropriate fields. Once this has been entered the FTP client will have logged onto FTP server and then select "Quickconnect" Step 5 - Once this has been done you will then need to select the 500MB file highlighted below. Step 6 - Select the file above by "holding down" the "left-click" mouse button. Once the file is selected you will need to drag the item directly to your Desktop. Step 7 -- immediately after the item has been dragged over you will notice a bar appear at the bottom of the FileZilla client. Step 8 -- Once you see the bit rate stabilize at over 50% of the loading bar we then need you to take a screen shot of the result (The resulting number needs to be multiplied by 8 as file is sending/receiving in Megabytes and not Megabits) This test alone will be a measure of your downstream throughput. Step 9 -- Once the Downstream testing has been done we will then need for you to rename the file as your Orcon username Step 10 -- Please send the renamed file from your desktop back to our FTP server. Again keep watch for the bar at the bottom of the client and take a quick screen shot once the bit rate STOPS fluctuating and send us result of the Upload throughput testing. For accurate results please conduct testing before 7pm (On-Peak) and sometime after 7pm (Off-Peak). This way we can compare results at certain times in the day/night. Please reply back to this email with your results attached once testing has been completed. We need Screenshots of the loading bar for when you have moved the file to your Desktop (Download) and results from when you have renamed and sent the file back to our Server (Upload) Thank you for taking the time to help us isolate your fault. Once we have gathered your results we will be in touch. Regards, The Team@Orcon Need anything else? Try our support pages at http://www.orcon.net.nz/support or give us a ring on freephone: 0800 13 14 15 (international: +64 9 444 4414). Need to upgrade your data cap or calling packs for the holidays? Update your plan online using our “change my plan” wizard. ---- Forwarded message from ####> --- #### To: "assurance@orcon.net.nz" Subject: Re: [Ticket#11654668] [UFB] Slow throughput Fault - 18981986 Date: 2014-02-28 12:36:06 #### Mar 5 (13 days ago) to assurance Hi Orcon, Here are the results from the above mentioned tests. I tested 3 times; Once at peak 8:30PM 04/03/2014 Once off peak 1:50PM 05/03/2014 Again off peak 3:30PM 05/03/2014 Out of the 3 times, only the 1:50PM test performed as expected. The rest slowly cycled down until next to no speed. These tests were performed with a sole computer connected to the Orcon Genius, with the wireless turned off. I have screenshotted various moments within the testing so that you can see the speed changing. Downstream test performs fine and as expected. Thank you for your help. Kind Regards, #### 11 Attachments Image !Downstream FTP Test 0403 2030.png Image !Upstream FTP Test 0403 2030 - 1.png Image !Upstream FTP Test 0403 2030 - 2.png Image !Upstream FTP Test 0403 2030 - 3.png Image !Upstream FTP Test 0403 2030 - 4.png Image !Upstream FTP Test 0403 2030 - 5.png Image !Upstream FTP Test 0503 1350 1.png Image !Upstream FTP Test 0503 1526 - 1.png Image !Upstream FTP Test 0503 1526 - 2.png Image !Upstream FTP Test 0503 1526 - 3.png Image !Upstream FTP Test 0503 1526 - 4.png #### Mar 14 (4 days ago) to assurance Hi, Could you please send me an update as to what is happening with this? Thank you Kind Regards, #### #### 10:21 PM (14 minutes ago) to assurance Hi Orcon Support, It's been 2 weeks now since I e-mailed you with the results of the ftp tests, It took a while to do this as well as the previous 18 speedtests I ran, there is quite obviously a fault with upload throughput as per the screenshots. Would really like to get this sorted. I'm happy to help in any way I can however I require a response from you to do so, or please at least let me know what is happening. I'd rather get this sorted through support than take it further. Kind Regards, ####