Anyone still experiencing slowdown?

PER PROASM 'S SUGGESTION : WWW.BANDWIDTHPLACE.COM

Personal test results
Speed
25 kilobits per second

Communications 25 kilobits per second
Storage 3.1 kilobytes per second
1MB file download 5.6 minutes
Subjective rating Very slow

Explain results


Info
Date & time Saturday, May 8, 5:10PM*
Test type IDT4 Free
Connection type Wireless: UMTS
Region Africa
Data size 605KB
 
I dont believe what Charles Van Reenen said in his email. Why?

After four days of speeds averaging 4-5k, I finally spoke with techie earlier, and opened a job ticket - and when I called back, not only had the ticket been closed (ie: 'there's no problem') - the call centre person repeatedly went to great pains to try and tell me that the 1.6k download speed from local Tucows and the 4.5kB speed test result, was all just part of the 'applied contention ratio'.

Job ticket closed. This I discover upon calling back. My time wasted. Little to no bandwidth - and according to the call centre person - the job was 'fixed' - as there was no problem in the first place.

So either

a) there is a MAJOR problem, affecting large numbers of users, and the call centres and techies over the last few days, have simply been wasting customers time with damage control, half-truths, and obstructionist tactics- and Sentech have been hiding this known network problem while being unable to rectify it
OR
b) this effective slowdown is part of a deliberate Sentech 'flipping of a switch' and removing bandwidth from signed up users. And call centres have been told to rollout the 'contention ratio' story as the reason for it, and the statements about checking individual users speeds is yet another tactic to try and persuade users that its 'possibly' a problem of 'individual' users - instead of acknowledging that its quite clearly a network-wide deliberate slowdown and removal of bandwidth.

Its either one or the other, and either Charles Van Reenen of Sentech Support is unaware of this large scale removal of bandwidth - (which would be odd after so many days of it) or else he's quite aware and is planning a form letter explaining to each user who bothers to write in, how their lowered speeds somehow actually fit in with the supposed contention ratio's which have been abruptly applied. And thus bypass the central issue of a drop of anywhere from 30 - 60% of previous bandwidth to users en masse.

The call centre tried telling me that the ratio is 'due to so many people coming onto the service now' - when I asked how come so many seemed to have got online all at the same time a few days back, they had no response..
 
Doing some studying...

Here's a great quote Sentech should take to heart, might make their life easier:

<font color="blue"><i>'In large part, cultivating customer loyalty means doing what good businesses always do - meeting customer requirements - but with a shift of emphasis away from sales and marketing, in particular, and toward customer service</i>'
</font id="blue">

- Michael Barrier

<font color="blue">TRUTH does <u>not</u> <i>lie</i> in <font color="green">opinions</font id="green"> and <font color="green">perception</font id="green">... but in that which <i>conforms</i> to <font color="red">Fact</font id="red"> and <font color="red">Reality</font id="red"></font id="blue">
 
"...otherwise we will have to open tickets."

This response from CS makes me laugh. Why? I'm glad you asked.

I got off the phone with another guy from CS yesterday (sp?), and he said there is no point in opening more tickets because they're already aware of the problem. I asked then if maybe he should just open another one anyway, because perhaps the number of tickets would indicate the seriousness of the problem - he said it would not help and didn't open a ticket.

I'm with bb_matt on this. If I do not receive the service I am paying for or do not receive a communication from Sentech offering some decent explanation before the next Friday (that would make it about 12 days of this service), I'll be chatting with my bank.

And just to be clear, I've gotten such a variety of excu... reasons from customer support (the best is when they contradict each other) that I don't count that as official communication. Either nobody's told CS what's going on - and they're making their best guesses on problems, or we're being lied to.

A guy in the CS dept tried to convince me that my 1.9kb/s download speed was due to the fact that it's a shared service, and that I was being unreasonable expecting better performance during allegedly peak times? PLEASE MAN. I get better speeds from MWeb on my 56k modem during peak times. I GET BETTER FROM ANYTHING. 1.9kb/s on a 256k "broadband" package... I'd be hard pressed to remember ever hearing something more ridiculous in my life.
 
Hey Donovan,

its sound like you are making a good point but:

Do sentech really have the ability to selectively give some users good bandwidth and some bad?

Like if my neighbour signed up yesterday ,u suggesting he has good and i have bad bandwidth?
 
Eh... I'm struggling to to complete the speed test page. Will keep trying though.
 
Ok, a couple of days ago, I wanted to reply saying I dont have a speed problem...
Well :) I never really checked, and downloading from from tucows, got a lovely above one and under two kb's a second. That's truely pathetic. It's not possible they are limiting bandwith are they ? If so, wouldnt they need to update theire contract or whatever ?

Even though, upload speeds arent much of a problem ... I'm still geting constant 4kb/s international. But against the usual 7 .. that aint that good.

Anyways
 
This is not Normal :

<hr noshade size="1">
C:\&gt;ping www.sentech.co.za

Pinging www.sentech.co.za [66.18.65.115] with 32 bytes of data:

Reply from 66.18.65.115: bytes=32 time=212ms TTL=252
Request timed out.
Reply from 66.18.65.115: bytes=32 time=189ms TTL=252
Request timed out.

Ping statistics for 66.18.65.115:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 189ms, Maximum = 212ms, Average = 200ms

C:\&gt;
<hr noshade size="1">

256k Package
32% signal now

if this is the contention ratio, I would like to know why they have a 2 Gazillion - 1 Contention ratio [:p]
 
<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by dorris</i>
bb_matt, By the sounds of turtles posts, specially the one Posted - 05/08/2004 : 19:03:35, it sounds like we have more users than we think about that are in the know, take said post, and replace sentech/their with we/our.
No hard feelings[:I]
<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">
Nope, I'm definitely not with Sentech (no hard feelings though :) .. I did a get a *little* bit of "inside info" from a "someone I know who knows someone in Sentech" type of thing, regarding the ICASA freq. transmission violations, but I have no idea if that's related to the current problems. It's not impossible though, although my gut feel says it's probably something else.

I know some have responded to my posts with "all we want is to know what's going on", and that's fine and valid, but I was more responding to those who had jumped straight to lawsuits and accusations of fraud! I agree fully that Sentech *should* make at least some or other statement regarding the problems, and they're screwing themselves with bad publicity by not doing so. Even if for some reason they're not allowed to disclose what the problems are, they should at least acknowledge that there is a problem, that they're working on it, etc. And IMHO, it is COMPLETELY UNACCEPTABLE for the call center to *lie* to customers. EVER.

OK, I've just done some speed tests myself, and seems my BW is also definitely NOT what it was just several days ago:

Communications 37.3 kilobits per second
Storage 4.6 kilobytes per second
1MB file download 3.7 minutes
Subjective rating Slow

I'm also doing a download now from http://tucows.saix.net/, and I'm averaging about 4 to 5 KBytes/sec, and it's not consistent, i.e. going down sometimes to about 1 or 2 KB, and up to about 8 or 9 KB sometimes. (This is at 3 a.m. when things should normally be pretty quiet).

If I stop downloading and only ping, the pings are also going 'up and down' a bit more than I remember they used to:

Pinging www.sentech.co.za [66.18.65.115] with 32 bytes of data:

Reply from 66.18.65.115: bytes=32 time=78ms TTL=252
Reply from 66.18.65.115: bytes=32 time=141ms TTL=252
Reply from 66.18.65.115: bytes=32 time=125ms TTL=252
Reply from 66.18.65.115: bytes=32 time=188ms TTL=252
Reply from 66.18.65.115: bytes=32 time=141ms TTL=252
Reply from 66.18.65.115: bytes=32 time=141ms TTL=252
Reply from 66.18.65.115: bytes=32 time=125ms TTL=252
Reply from 66.18.65.115: bytes=32 time=63ms TTL=252
Reply from 66.18.65.115: bytes=32 time=109ms TTL=252
Reply from 66.18.65.115: bytes=32 time=78ms TTL=252
Request timed out.
Reply from 66.18.65.115: bytes=32 time=94ms TTL=252
Reply from 66.18.65.115: bytes=32 time=110ms TTL=252

Web pages though don't "feel" very slow, but do feel a bit slower than usual (it was hard for me to tell earlier today because I was wget'ing a website in the background). I'm definitely not "waiting 10 minutes" for pages to load though. It does still seem that my BW is better than some other people's still. I wonder if it has anything to do with me not having disconnected/reconnected to the network for almost 13 days now, e.g. new settings getting applied when a person connects. Although that seems unlikely.
 
Speed
42.2 kilobits per second

Communications 42.2 kilobits per second
Storage 5.1 kilobytes per second
1MB file download 3.3 minutes
Subjective rating Slow

Explain results



Info
Date & time Saturday, May 8, 8:55PM*
Test type IDT4 Free
Connection type Wireless: UMTS
Region Africa
Data size 605KB
IP address 66.18.86.11
Provider InfoSat (Pty) Ltd

I'm on the 256 package and I don't seem to have an upload problem at all but downloads are crap atm. Monday I was getting 25-30kbs from a site in poland and the past few days its sitting at 2-4kbs.

I registered a fault with sentech support friday morning and actually received a call from a Jack at 2nd level support (yes it does exist) who got me to ditch the modem dialler and setup my network connection manually. As you can see from the above results it didn't work and I'm still waiting for him to get back to me.

I've sent the following traceroute to sentech support from a shell I have in the states which seems to indicate that there could be a routing issue with isl.nmszone.is.co.za (196.26.0.3) although I stand to be corrected as I don't know sentech's routing.

traceroute 66.18.83.98

traceroute to 66.18.83.98 (66.18.83.98), 64 hops max, 44 byte packets

1 core01.irv.staminus.net (65.215.220.129) 0.610 ms 0.608 ms 0.448 ms

2 edge01.irv.staminus.net (65.215.220.1) 1.091 ms 1.203 ms 1.154 ms

3 192.168.225.5 (192.168.225.5) 9.385 ms 500.MFR35.GW1.LAX7.ALTER.NET (157.130.234.85) 10.251 ms 5.978 ms

4 asbr3.bsap.lax1.ca.us.tierzero.net (216.31.128.133) 7.819 ms 6.928 ms 6.210 ms

5 12.118.130.33 (12.118.130.33) 8.150 ms 0.so-0-0-0.TL1.LAX9.ALTER.NET (152.63.115.138) 13.815 ms 12.118.130.33 (12.118.130.33) 9.629 ms

6 tbr2-p012902.la2ca.ip.att.net (12.123.199.114) 12.155 ms 0.so-2-1-0.TL1.NYC8.ALTER.NET (152.63.0.22) 98.511 ms 94.733 ms

7 0.so-3-1-0.XL1.NYC4.ALTER.NET (152.63.1.50) 79.605 ms tbr2-cl2.sl9mo.ip.att.net (12.122.10.13) 49.170 ms 0.so-3-1-0.XL1.NYC4.ALTER.NET (152.63.1.50) 84.152 ms

8 tbr2-cl7.cgcil.ip.att.net (12.122.10.45) 56.256 ms 0.so-7-0-0.XR3.NYC4.ALTER.NET (152.63.17.30) 86.329 ms tbr2-cl7.cgcil.ip.att.net (12.122.10.45) 55.706 ms

9 tbr1-cl2.cgcil.ip.att.net (12.122.9.133) 60.020 ms 59.454 ms 509.ATM6-0.IG2.NYC4.ALTER.NET (152.63.22.13) 88.192 ms

10 iscoza-oc3-gw.customer.alter.net (208.192.177.206) 82.987 ms tbr1-cl1.n54ny.ip.att.net (12.122.10.1) 76.031 ms 75.128 ms

11 gbr2-p10.n54ny.ip.att.net (12.122.11.6) 75.609 ms 168.209.247.29 (168.209.247.29) 82.873 ms 88.426 ms

12 ar1-a3120s4.n54ny.ip.att.net (12.127.0.9) 76.704 ms 76.218 ms 168.209.0.141 (168.209.0.141) 325.075 ms

13 12.127.241.70 (12.127.241.70) 76.577 ms isl.nmszone.is.co.za (196.26.0.3) 341.290 ms 334.386 ms

14 168.209.247.30 (168.209.247.30) 80.360 ms 77.670 ms 79.095 ms

15 168.209.0.85 (168.209.0.85) 328.286 ms gige-0-0-21.rtr-core4-stp.infosat.net (66.18.65.222) 332.252 ms 338.013 ms

16 66.18.65.105 (66.18.65.105) 346.465 ms isl.nmszone.is.co.za (196.26.0.3) 326.084 ms *

17 myw-stp-66-18-83-98.sentechsa.net (66.18.83.98) 445.071 ms 168.209.18.62 (168.209.18.62) 325.199 ms myw-stp-66-18-83-98.sentechsa.net (66.18.83.98) 450.159 ms

Hope this assists in getting things resolved soon as I too don't feel that I'm getting what I'm being billed for.
 
Initially, the slowdown was associated with problems at IS. Could anyone on this forum who uses IS as their corporate backbone report whether their connectivity remains a problem?

Would be useful, if we could eliminate IS at least.

Also, if anyone has traceroutes when the going was good, and compare to a similar traceroute now, and check differences in routes and response times, perhaps we could shed some light?

Is everyone experiencing degraded transfer rates on both their downlink and uplink?
 
Here's a traceroute from an ISP on IS backbone.

traceroute 66.18.83.98

traceroute to 66.18.83.98 (66.18.83.98), 64 hops max, 44 byte packets

1 it-dbn-int.itech2000.net (196.37.72.225) 0.353 ms 0.194 ms 0.169 ms

2 168.209.39.173 (168.209.39.173) 0.640 ms 0.614 ms 0.454 ms

3 168.209.3.4 (168.209.3.4) 1.143 ms 0.780 ms 0.648 ms

4 168.209.0.25 (168.209.0.25) 11.340 ms 10.896 ms 10.484 ms

5 isl.nmszone.is.co.za (196.26.0.3) 10.933 ms 11.520 ms 11.246 ms

6 168.209.18.62 (168.209.18.62) 11.386 ms 11.399 ms 11.599 ms

7 gige-0-0-21.rtr-core4-stp.infosat.net (66.18.65.222) 16.820 ms 14.311 ms 15.660 ms

8 66.18.65.105 (66.18.65.105) 18.309 ms 17.259 ms 17.676 ms


This is a traceroute from my Non IS service provider

/usr/sbin/traceroute 66.18.83.98

traceroute to 66.18.83.98 (66.18.83.98), 30 hops max, 40 byte packets

1 196.41.209.193 (196.41.209.193) 1 ms 1 ms 1 ms

2 172.30.0.65 (172.30.0.65) 769 ms 782 ms 801 ms

3 196.41.14.2 (196.41.14.2) 611 ms 782 ms 783 ms

4 209.203.26.129 (209.203.26.129) 783 ms 782 ms 783 ms

5 168.209.33.109 (168.209.33.109) 791 ms 782 ms 398 ms

6 168.209.3.4 (168.209.3.4) 51 ms 52 ms 53 ms

7 168.209.0.25 (168.209.0.25) 242 ms 204 ms 52 ms

8 isl.nmszone.is.co.za (196.26.0.3) 55 ms 52 ms 53 ms

9 168.209.18.62 (168.209.18.62) 58 ms 68 ms 58 ms

10 gige-0-0-21.rtr-core4-stp.infosat.net (66.18.65.222) 58 ms 64 ms 58 ms

11 66.18.65.105 (66.18.65.105) 57 ms 58 ms 57 ms

12 myw-stp-66-18-83-98.sentechsa.net (66.18.83.98) 333 ms 228 ms 261 ms
 
<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by alf</i>
<br />Wizix

Why do you suspect 196.26.0.3?
<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">

its in hop 13 and 16.
like i said i don't know how sentech is routed via IS but hopefully someone can use it to find the problem if it is routing related.

still doesn't explain why i can only get 4kbs from local sites though so maybe we're barking up the wrong tree.
 
<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by wizix</i>
<br /><blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by alf</i>
<br />Wizix

Why do you suspect 196.26.0.3?
<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">

its in hop 13 and 16.

<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">

You may have a point.
 
Like it has been said before, Sentech has huge ammounts of bandwidth and dont need to have a reputation as the next telcrap. So guys im almost 100% sure that it is related to a technical glitch. Sure its lasted a long time but i doubt they want their customers to cancel on them after such a huge amount of investment.[}:)]

Fantasy is what people want, reality is what they need.
 
<b>UPDATE:</b> I've sent through the email with all of your test results. Thank you all for your participation... will keep you updated.
 
This all useless drivel unless you have access to people at the correct level you are not going to get an answer.

I think it is all part of the network rollout.

There are no problems on the IS backbone, I left the office at 7pm Friday and all was hunkydory ... there is a fat pipe and some client connections and nobody was complaining.

As for MyWireless ... did any of you have a cell phone before or in 1994 ? Rome was not built in a day.

Agreed Sentech does not have the background to deal with customers, it is the equivalent of getting Gengis Khan to look after your kids. They will learn in time.

How much bandwidth does Infosat have ?[;)]

Which networks are Sentech peering with in SA ?

You can ping the whole ISPA map, but you still might not have all the answers.[B)]

-----------------------------------------------------

Communications 37.6 kilobits per second
Storage 4.6 kilobytes per second
1MB file download 3.7 minutes
Subjective rating Slow

Explain results


Info
Date & time Sunday, May 9, 5:11AM*
Test type IDT4 Free
Connection type Wireless: UMTS
Region Africa
Data size 605KB
IP address 66.18.86.12
Provider InfoSat (Pty) Ltd

-Base 36 Bedfordview -Sig=9% Freq= 2518 -97 to 99 db ber=28[?]

The devil is in all of us [}:)]
 
Okay forumites - some news.. perhaps its an answer and explanation, time will tell...

here's the response I got to an email query - I'm cutting and pasting exactly as I got, without comment.. (got this at 2.44pm Sunday)

---------&gt; snip
Good day XXXXXXXXX

Firstly i would like to thank you for writting to
us, we are aware of the problem and what happened is the
contention rate was miscalculated by the sencond level
technicians, sentech apologies for all the inconvenienece
caused.

Thank you.
Sentech Mail Support
-------------------------&gt; end
 
See there u go, technical error guys relax

Fantasy is what people want, reality is what they need.
 
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