Peak Time Performance Degradation - CISP/ZOOM Fibre

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esn33

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Good Day,

I recently had a ticket

COOL-20240321-1697559​


Which appeared to be resolved but it turns out the issue is still present and I have noticed a pattern.

I have noticed that speeds and latency are becoming very poor during afternoon peaks and practically unusable during weekend peaks.

My gigabit line on the the average weekday during peak time becomes an erratic 300-400mbps line, on weekends it becomes unusable to the point I get lag spikes of 600ms+ in Counter Strike 2 from as early as 14:00pm the last few weeks. After 4pm on weekends line speeds drop to below 5 mbps sometimes but then magically at around 23:00pm it's 940+ mbps again.

I have also confirmed with multiple community members that this issue is happening to all of them regardless of ISP, so I'm going to assume the issue is whoever Zoom Fibre are using as a Backhaul provider is oversold which is why we are having this severe degradation during peak hours.

Please advise on what the options for a resoution is, because this is becoming enormously frustating to the point that I will begin to advise people to downgrade to the lowest packages or abandon Zoom entirely, because I'm tired of going in circles with support where no problems are found (ofcourse not, because the problem is insuffienct peak time capacity).

Please let me know if could maybe provide ping plotter logs or something of that sort so that this can be properly escalated with Zoom...

@CoolEscalator @CoolChick @PBCool @TheRoDent
 
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rh1 said:
Never heard of Zoom Fibre before this post, are they and FNO?
Click to expand...
Yes Zoom Fibre, are a newer entry to the market and honestly have been near perfect for the last 2 years but recently **** is beggining to hit the fan during peak times...
 
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esn33 said:
Good Day,

I recently had a ticket

COOL-20240321-1697559​


Which appeared to be resolved but it turns out the issue is still present and I have noticed a pattern.

I have noticed that speeds and latency are becoming very poor during afternoon peaks and practically unusable during weekend peaks.

My gigabit line on the the average weekday during peak time becomes an erratic 300-400mbps line, on weekends it becomes unusable to the point I get lag spikes of 600ms+ in Counter Strike 2 from as early as 14:00pm the last few weeks. After 4pm on weekends line speeds drop to below 5 mbps sometimes but then magically at around 23:00pm it's 940+ mbps again.

I have also confirmed with multiple community members that this issue is happening to all of them regardless of ISP, so I'm going to assume the issue is whoever Zoom Fibre are using as a Backhaul provider is oversold which is why we are having this severe degradation during peak hours.

Please advise on what the options for a resoution is, because this is becoming enormously frustating to the point that I will begin to advise people to downgrade to the lowest packages or abandon Zoom entirely, because I'm tired of going in circles with support where no problems are found (ofcourse not, because the problem is insuffienct peak time capacity).

Please let me know if could maybe provide ping plotter logs or something of that sort so that this can be properly escalated with Zoom...

@CoolEscalator @CoolChick @PBCool @TheRoDent
Click to expand...
Hi there, thank you for reaching out.

I have asked our team to contact you regarding this.
If you could kindly share those ping plotter logs , it would be much appreciated ([email protected])

We will have to log the ticket with Zoom to take this further
 
I made an interesting observation while doing some preliminary testing last night, connecting with PC via direct PPPoE seems to get full speed even during peak times when performance is usually degraded. Switching back to router immediately had degraded performance again but like magic router could hit full speed aswell just after 22:00PM

I have shared some aditional tests with support, its very strange...
1712640991288.png

@AfriNatic @CoolEscalator
 
esn33 said:
I made an interesting observation while doing some preliminary testing last night, connecting with PC via direct PPPoE seems to get full speed even during peak times when performance is usually degraded. Switching back to router immediately had degraded performance again but like magic router could hit full speed aswell just after 22:00PM

I have shared some aditional tests with support, its very strange...
View attachment 1688303

@AfriNatic @CoolEscalator
Click to expand...
And when testing to the router you are using a cable obviously?

Are you sure everything is negotiated at the correct speeds between CPE Router and Device?
 
PBCool said:
And when testing to the router you are using a cable obviously?

Are you sure everything is negotiated at the correct speeds between CPE Router and Device?
Click to expand...
Correct CAT6A specifically.

Yes, I have double checked that ports negotiated to correct speed. I did question if there was something perhaps wrong on my end all of last week but everything works 100% except during peak times.

Even right now still perfect via router: https://www.speedtest.net/result/16110758925

Just toward the evening peaks something is happening, around 19:00PM is the worst it becomes almost unusable.

@Yuu has confirmed same behaviour on his line with Afri. There are other community memebers that have complained of this as well on whatsapp groups with various ISP's.

I also did a quick ping test from within the router, high levels of loss during peak time but perfect at any other time during the day.
 

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esn33 said:
Correct CAT6A specifically.

Yes, I have double checked that ports negotiated to correct speed. I did question if there was something perhaps wrong on my end all of last week but everything works 100% except during peak times.

Even right now still perfect via router: https://www.speedtest.net/result/16110758925

Just toward the evening peaks something is happening, around 19:00PM is the worst it becomes almost unusable.

@Yuu has confirmed same behaviour on his line with Afri. There are other community memebers that have complained of this as well on whatsapp groups with various ISP's.

I also did a quick ping test from within the router, high levels of loss during peak time but perfect at any other time during the day.
Click to expand...
Do you have another router to test with? It sounds a bit like a QoS thing.

If bypassing the router resolves the issue, then it's something local.
 
PBCool said:
Do you have another router to test with? It sounds a bit like a QoS thing.

If bypassing the router resolves the issue, then it's something local.
Click to expand...
Yeah have tested multiple routers over the course of last week, @Yuu also gets the same using the Afrihost provided Huawei AX3.

I will test again with a couple different options tonight, but it's a very bizzare thing I have no idea what could be going on at the moment.

So far I have tested with:
Asus TUF AX5400
Asus RT-AC88U
Asus RT-68U
TP-Link Archer C5
Cudy AC1200

Same behaviour with all, even factory reset them with no luck.
 
esn33 said:
Yeah have tested multiple routers over the course of last week, @Yuu also gets the same using the Afrihost provided Huawei AX3.

I will test again with a couple different options tonight, but it's a very bizzare thing I have no idea what could be going on at the moment.

So far I have tested with:
Asus TUF AX5400
Asus RT-AC88U
Asus RT-68U
TP-Link Archer C5
Cudy AC1200

Same behaviour with all, even factory reset them with no luck.
Click to expand...
This is quite odd, as the issue doesn't seem to make any sense , the results indicates its an isolated local issue, but the troubleshooting steps done indicates its a FNO issue.
This will be a tricky one indeed
 
CoolEscalator said:
the issue doesn't seem to make any sense
Click to expand...
On this part I am 100% in agreement :ROFL:

If it was just me I would be convinced that my local network is being attacked by Gremlins during peak:laugh: but @Yuu has the same exact issue and I can share whatsapp screenshots from a service delivery group where other residents complain about the same peak time issue.1712645515468.png
 
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esn33 said:
On this part I am 100% in agreement :ROFL:

If it was just me I would be convinced that my local network is being attacked by Gremlins during peak but @Yuu has the same exact issue and I can share whatsapp screenshots from a service delivery group where other residents complain about the same peak time issue.View attachment 1688343
Click to expand...
So to confirm, if you use a router at peak, you get poor throughput. And if you bypass the router on the same night, it improves?

I am just trying to ascertain if it is just bad timing on the testing front.
 
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PBCool said:
So to confirm, if you use a router at peak, you get poor throughput. And if you bypass the router on the same night, it improves?

I am just trying to ascertain if it is just bad timing on the testing front.
Click to expand...
Correct, that is how it appears currently.

PBCool said:
just bad timing on the testing front
Click to expand...
I will try again tonight testing back to back as quickly as possible.
 
esn33 said:
Correct, that is how it appears currently.


I will try again tonight testing back to back as quickly as possible.
Click to expand...
So I have asked the team to log with Zoom so long, so that we can get some traction on this, as the main factor to focus on would be that everyone in your area, on multiple ISP's are having the same problem

Please do still share the new testing you are doing tonight, so that we can add this to the ticket tomorrow as well
 
I have done some further testing last night and the same strange behaviour was noticed, speeds plummeted at around 19:00PM so did a few tests and then plugged direct to ONT and speeds were 900+ for the most part. Then immediately plugged router back in and the same low speed issue was still present and around +-20% loss, this lasted until about 21:15PM when it gradually increased again and eventually back up to full speed at around 22:30PM

1712730046959.png

1712730655105.png
@Yuu please share the tests and logs that you have gathered as well it may help the team point Zoom in the right direction.
 
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esn33 said:
I have done some further testing last night and the same strange behaviour was noticed, speeds plummeted at around 19:00PM so did a few tests and then plugged direct to ONT and speeds were 900+ for the most part. Then immediately plugged router back in and the same low speed issue was still present and around +-20% loss, this lasted until about 21:15PM when it gradually increased again and eventually back up to full speed at around 22:30PM

View attachment 1688925

View attachment 1688931
@Yuu please share the tests and logs that you have gathered as well it may help the team point Zoom in the right direction.
Click to expand...
Thank you for your efforts, I will pass it along to the team
 
Fibre network provider install GPON based fibre in community, advertise fibre is ready etc.

Everyeone signs up and is now shocked that there issue during peak time :p
 
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