Help! Poor quality line following upgrade (cybermart)

Duelog

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Jul 13, 2016
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So we've had a 2mb line with cybersmart for about a year, with very few problems and a good download speed (200-220kbs) and good international gaming latency (170m to EU servers).

Recently (about 2 weeks ago) we decided to upgrade to a 4mb, hoping for better streaming and download speeds. However, following the upgrade, things just spiraled downhill very quickly. While p2p downloads seemed to have increase (350-380kbs), direct downloads and streaming seemed to have drop severely in speed, with maximum download speeds of 50kbs for direct downloads. Furthermore, the line seems very unstable, with high packet loss at times and constant disconnecting.

I've been on the phone with cybersmart about 7 times in the last week, and while they have been somewhat helpful I guess, they still haven't resolved the issue. Telkom was sent here, and said their is nothing wrong with our physical line or anything on our side, while cybersmart says the line is running at 4mbs according to them.

Basically, I wanted to know if there was anything I could do, or is downgrading again the only solution or switching ISP's

TLDR; Upgraded to 4mb from 2mb line with Cybersmart. P2P download speed increased to 380kb/s, while direct downloads decreased with a maximum of 50kb/s

Thanks in advance
 
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Geoff.D

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Aug 4, 2005
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A few questions:

(1) Where are you in the country? It does play a role in the quality of services on offer in your area.
(2) What do the ADSL modem/router line stats tell you about the line and the basic connectivity you are getting?
(3) Have you run Zertops's line test tool to see if that helps localising where the problem is?
See this thread http://mybroadband.co.za/vb/showthr...eport-Tool?p=12372998&viewfull=1#post12372998
(4) What about some trace routes to the services giving you problems?
 

DanDango

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Sep 4, 2013
Messages
10,191
Get a trail account or free 1gb Afrihost account. Test and see if it's better, if it's the same then the problem is with your line.
 

Duelog

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Jul 13, 2016
Messages
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1. I am situated in Zeekoevlei in Cape Town

2. Not sure if this is what you were looking for:

Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (dB): 67 90
Attenuation (dB): 540 315
Output Power (dBm): 197 126
Attainable Rate (Kbps): 4672 720
Rate (Kbps): 4096 512
D (interleaver depth): 1 1
Delay (msec): 0.13 0.25

HEC Errors: 0 706
OCD Errors: 0 0
LCD Errors: 0 0

Total ES: 0 0

3. I've unpackaged the tool but not entirely sure now to open or use it, as they're all unknown formats

4. As to a trace route, where should i do one to considering all direct downloads are slow
 

Duelog

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Jul 13, 2016
Messages
10
With the afrihost thing, do I just claim it and fill in the necessary details? And will this in no way affect my current ISP subscription? Thanks
 

Scary_Turtle

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Aug 13, 2015
Messages
2,192
Those are the strangest stats I have seen but I'm not a expert, read up http://mybroadband.co.za/vb/showthread.php/186156-Understanding-SNR-and-Attenuation-Rates on your Attenuation.

It seems like you would be very lucky to get a 2mb/s stable connection, anything over 60DB you have connectivity problems and you are either sitting at 540, 315 or 540315 if I'm reading it right.

Your SNR stats would then be the best I've seen where anything above 29DB is outstanding and yours are 67,90 or 6790.
 
Joined
May 9, 2012
Messages
9,186
Those are the strangest stats I have seen but I'm not a expert, read up http://mybroadband.co.za/vb/showthread.php/186156-Understanding-SNR-and-Attenuation-Rates on your Attenuation.

It seems like you would be very lucky to get a 2mb/s stable connection, anything over 60DB you have connectivity problems and you are either sitting at 540, 315 or 540315 if I'm reading it right.

Your SNR stats would then be the best I've seen where anything above 29DB is outstanding and yours are 67,90 or 6790.

It's multiplied by 10...

That line is fine, if you can download some things at full speed and not others it's a network issue or shaping.

Try the free account, yes you just sign up on the AH website and swap in the login details AH give you with your current ones in the router.
 

Geoff.D

Honorary Master
Joined
Aug 4, 2005
Messages
23,399
1. I am situated in Zeekoevlei in Cape Town

2. Not sure if this is what you were looking for:

Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (dB): 67 90
Attenuation (dB): 540 315
Output Power (dBm): 197 126
Attainable Rate (Kbps): 4672 720
Rate (Kbps): 4096 512
D (interleaver depth): 1 1
Delay (msec): 0.13 0.25

HEC Errors: 0 706
OCD Errors: 0 0
LCD Errors: 0 0

Total ES: 0 0

3. I've unpackaged the tool but not entirely sure now to open or use it, as they're all unknown formats

4. As to a trace route, where should i do one to considering all direct downloads are slow

The line looks fine to me and you are getting what you upgraded to, so the issue is within the network or with your ISP.

Zertops tool requires java to be installed on your PC, and you should just run it.

As far as a trace, just pick one or more , it should help highlight possible issues.
 

DrJohnZoidberg

Honorary Master
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Jul 24, 2006
Messages
22,527
That SNR is borderline as it's something that value can swing in either direction based on current conditions, if it starts dipping more towards 6 that can definitely cause issues.
 

Duelog

Member
Joined
Jul 13, 2016
Messages
10
Here is an example of a tracert to facebook.com just to show how messed up line seems atm:

Tracing route to facebook.com [31.13.69.228]
over a maximum of 30 hops:

1 4 ms 3 ms 4 ms 10.0.0.2
2 * * * Request timed out.
3 * 229 ms 250 ms 196.6.121.37
4 252 ms * * 196.6.121.38
5 242 ms 240 ms 220 ms 196.41.97.43
6 239 ms * 227 ms tr212-cpt-te-2501.borwood.net [217.78.92.241]
7 355 ms 310 ms 363 ms th212-lon-po-wacs.borwood.net [217.78.80.177]
8 * * * Request timed out.
9 370 ms 357 ms 377 ms linx.br01.lhr1.tfbnw.net [195.66.225.69]
10 376 ms 376 ms 375 ms ae1.bb01.lhr2.tfbnw.net [31.13.30.174]
11 443 ms * * be38.bb01.iad3.tfbnw.net [31.13.31.156]
12 * 441 ms 442 ms ae0.pr01.iad3.tfbnw.net [31.13.24.53]
13 * * * Request timed out.
14 * 437 ms 452 ms msw1aq.01.iad3.tfbnw.net [173.252.65.118]
15 * 448 ms * facebook.com [31.13.69.228]
16 * * 457 ms facebook.com [31.13.69.228]

Trace complete.

Currently awaiting verification from Afrihost to try the trial account to see if issues persist

*Update: Cybersmart logged a fault with Telkom saying "Comment:client experiencing slow connectivity,the line resistance is too high sitting on 54db,logged a fault with telkom for the fault"

Since these issues began after upgrading to 4mb line, would downgrading to 2mb sort the issues out?
 
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Duelog

Member
Joined
Jul 13, 2016
Messages
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Something odd as well, the line seems to go sh*t for like an hour (high latency, packet loss, dc) then fine again for another hour (perfect latency, no packet loss, no dc). It seems to be really unstable for some reason
 

Geoff.D

Honorary Master
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Aug 4, 2005
Messages
23,399
Zertop's tool will isolate any line issues from the rest and should provide some evidence of " exchange congestion" if that is the problem.

That 3rd hop is terrible, but so is the routing to that site in general. But so is the local portion provided by Cybersmart. (hops 4,5,6). They should be able to get all that down to no more than 40 ms or even better.

Trim 200 ms off the response and the results are the same as mine on a 2 Mbps line.

My trace to facebook, shows everything is "normal" with a latency of 258 ms of which only 13 ms is associated with the local connection..
 
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