Fibre speed 25% lower than it's supposed to be

[Trompie67]

So we're on Openserve Fibre with Webafrica as ISP.

Paying for 40/20 with 300Gb cap.

Except we are getting less than 30 down (between 25 & 29) & between 12 and 14 up.

Speed tests run via Ookla, MyBB & Openserve at 03h30 yesterday and again at 06h30 this morning - so there is no other activity, everyone else in the house is asleep! Wi-Fi disabled, only PC connected to the router is my desktop. Have tried both my Asus & the TP-Link routers provided by Webafrica, makes no difference to the speeds.

Whilst I know that the T's & C's state "up to" 40/20 surely the speeds I am getting are ridiculous?

Any advice/input, or do I need to lodge a ticket with WA? Can't say I look forward to doing that, as they take days (if ever) to get back to you.

 

[supersunbird]

Maybe get switch providers?

Openserve/Afrihost 10mpbs Premium uncapped, MyBB test just now:
Ping: 5ms
Download: 9.63Mbps
Upload: 4.51Mbps

But yes, a 40mbps premium account/line will cost you R1497pm, or 100mbps for R1897pm

 

[Azgard]

OpenServe, Axxess, 100/50 and I get very close to that in Speedtests all around SA. Usually sub 5 second latency.

I agree, try another provider. Even just a 1GB test account..

 

[MickeyD]

plug in the Telkom Guest account UID & PW and test with that...

Username: guest@telkomadsl
Password: guest

 

[ponder]

http://openserve.co.za/open/speed-test/
Openserve Network Speed Test
guest@openserve
guest

 

[Trompie67]

plug in the Telkom Guest account UID & PW and test with that...

Username: guest@telkomadsl
Password: guest

Does not work, get "whoops technical error"

http://openserve.co.za/open/speed-test/
Openserve Network Speed Test
guest@openserve
guest

28,8 up & 14 down, so it seems it may be the line.

 

[ponder]

28,8 up & 14 down, so it seems it may be the line.

Is than when changing your login details on the router?

 

[Trompie67]

Is than when changing your login details on the router?

Yup.

 

[medicnick83]

As far as I understand, on FIBRE you can't just chop and change username and passwords like on ADSL... That's what I was told by Cool Ideas because I asked them for a "TEST" account.
Your "FIBRE" has to be changed and blah blah blah - correct me if I'm wrong here...

 

[supersunbird]

As far as I understand, on FIBRE you can't just chop and change username and passwords like on ADSL... That's what I was told by Cool Ideas because I asked them for a "TEST" account.
Your "FIBRE" has to be changed and blah blah blah - correct me if I'm wrong here...

I can probably input any ADSL and fibre account details (thats not linked and limited to a specific line) into my OpenServe lines router and it will work. The first few days I used my ADSL account credentials.

 

[MickeyD]

As far as I understand, on FIBRE you can't just chop and change username and passwords like on ADSL... That's what I was told by Cool Ideas because I asked them for a "TEST" account.
Your "FIBRE" has to be changed and blah blah blah - correct me if I'm wrong here...

on Openserve you can...

 

[Lord Farquart]

As far as I understand, on FIBRE you can't just chop and change username and passwords like on ADSL... That's what I was told by Cool Ideas because I asked them for a "TEST" account.
Your "FIBRE" has to be changed and blah blah blah - correct me if I'm wrong here...

Yes, you can. I don't even have to reboot my router to go to test account.

As for the OP, I get different results using these speed test sites. Usually a big discrepancy.
http://www.saix.net/
http://www.speedtest.net/

The one I trust for streaming speed tests is this one.
https://fast.com/en/gb

 

[Trompie67]

^^ Yup. I used my free Afrihost ADSL login details & it worked no problemo.

Same slow speeds though, so it must be the line.

Strangely enough it was back to decent speed this morning at around 08h00, but is now less than 20Mb down & under 10 up

 

[Trompie67]

So, logged the fault with Webafrica this morning at 09h00. Got a reference number too

8 hours later & I ain't heard ***** from anyone.......

 

[Johnatan56]

As far as I understand, on FIBRE you can't just chop and change username and passwords like on ADSL... That's what I was told by Cool Ideas because I asked them for a "TEST" account.
Your "FIBRE" has to be changed and blah blah blah - correct me if I'm wrong here...

Depends on provider. E.g. Vuma wouldn't work.

 

[Dark Agent]

^^ Yup. I used my free Afrihost ADSL login details & it worked no problemo.

Same slow speeds though, so it must be the line.

Strangely enough it was back to decent speed this morning at around 08h00, but is now less than 20Mb down & under 10 up

Must be exchange Congestion/IPC running at full capacity?. Also Note Telkom had issues this weekend. Most of adsl/fibre users experience slow or no internet on Telkom network.

 

[Geoff.D]

This is all new territory for most of us.
So we should start with the basics.
What diagnostics are available on the ONT if anything.
What do the router diagnostics tell you?
Have you done some really basic trace routes and ping tests?
Have you tried to work out how traffic is routed via your fibre service?

What about the PC itself? What does it think the connection is?
Might be completely going down the wrong path, but I would try and work out what devices are involved in providing the connection as far as possible.

Then run ping tests on every device separately.

In theory there should be no way possible for any ftth connection not to give precisely what you subscribe to EXCEPT for an incorrect service setup, or, good old fashioned under capacity provision leading to congestion within the network after the ftth equipment in the ftth node (into the network).

The sooner us users become familiar with how the technologies work the sooner we will be able to catch the service providers out when they screw up by incorrectly configuring the ftth equipment or when they fail to provide sufficient network capacity to handle the new access technology.

For example the old "up to" bs does not apply to ftth because the last mile restrictions are just no longer there. If correctly setup it should be possible to test the ftth equipment and get exactly what the line is capable of except for overheads

 

[Trompie67]

This is all new territory for most of us.
So we should start with the basics.
What diagnostics are available on the ONT if anything.
What do the router diagnostics tell you?
Have you done some really basic trace routes and ping tests?
Have you tried to work out how traffic is routed via your fibre service?

What about the PC itself? What does it think the connection is?
Might be completely going down the wrong path, but I would try and work out what devices are involved in providing the connection as far as possible.

Then run ping tests on every device separately.

In theory there should be no way possible for any ftth connection not to give precisely what you subscribe to EXCEPT for an incorrect service setup, or, good old fashioned under capacity provision leading to congestion within the network after the ftth equipment in the ftth node (into the network).

The sooner us users become familiar with how the technologies work the sooner we will be able to catch the service providers out when they screw up by incorrectly configuring the ftth equipment or when they fail to provide sufficient network capacity to handle the new access technology.

For example the old "up to" bs does not apply to ftth because the last mile restrictions are just no longer there. If correctly setup it should be possible to test the ftth equipment and get exactly what the line is capable of except for overheads

To answer your questions:

1. ONT Diagnostics - I have no idea. Cannot log in to it as I do not have the access.
2. What router diagnostics?
3. Basic tests - Nope - guide me & I'll do so
4. Why should I care how it is routed?

PC - what do you mean what connection does it think it is?
PC is connected to the router via ethernet cable. router to ONT via ethernet cable.
I have tested with everything else disconnected & wi-fi turned off. Even if wi-fi is on & I use the MyBB app I still get the same speed test results. Tested with both the TP-Link provided by Webafrica & with my Asus.

When it was installed the speeds were 39,5/39 down & 19/19,5 up. We were happy. 26 to 29 down & 13 to 15 up does not make me happy.

This is not an issue that started over the weekend. First noticed last week & it has continued until now.

 

[Geoff.D]

To answer your questions:

1. ONT Diagnostics - I have no idea. Cannot log in to it as I do not have the access.
2. What router diagnostics?
3. Basic tests - Nope - guide me & I'll do so
4. Why should I care how it is routed?

PC - what do you mean what connection does it think it is?
PC is connected to the router via ethernet cable. router to ONT via ethernet cable.
I have tested with everything else disconnected & wi-fi turned off. Even if wi-fi is on & I use the MyBB app I still get the same speed test results. Tested with both the TP-Link provided by Webafrica & with my Asus.

When it was installed the speeds were 39,5/39 down & 19/19,5 up. We were happy. 26 to 29 down & 13 to 15 up does not make me happy.

This is not an issue that started over the weekend. First noticed last week & it has continued until now.

Surely you have accessed the stats on your connection before on your router?
The routing will help you fault find the problem. It is always better if you know the answer to any question you ask the supplier before you ask it.

Assuming Openserve are using GPON technologies, your fibre is spliced to/connected to a splitter somewhere before the node point. It is quite feasible that when they added other users to the splitter, they messed up your service. ...

But without stats you are not going to win a battle especially if they draw the "up to" card.