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Thread ID: 139303	2015-04-10 01:52:00	Anyone with Actrix	DeSade (984)	Press F1

Post ID	Timestamp	Content	User
1398350	2015-04-10 03:03:00	Actrix have a good reputation. So you're going to abuse some helpdesk person when the problem could be all sorts of issues...you established it originates with their equipment have you? Or just you and yours? And even if it is them, he can't, himself, fix it...he has to go through the standard qua=estions for users who haven't bothered doing any troubleshooting, then log it for tier 2 or 3 to attend to if it is them.	pctek (84)
1398351	2015-04-10 03:11:00	Actrix have a good reputation. So you're going to abuse some helpdesk person when the problem could be all sorts of issues...you established it originates with their equipment have you? Or just you and yours? And even if it is them, he can't, himself, fix it...he has to go through the standard qua=estions for users who haven't bothered doing any troubleshooting, then log it for tier 2 or 3 to attend to if it is them. It is very much the last resort to call an ISP for me. I have done everything I can do. I don't expect the first person I speak with to be able to help, but I do expect to move through the monkeys fairly fast to get to someone that can actually help. If the rep tows the line, escalates when I feel he has reached the end of his helpfulness and does not give me some rubbish from a script then the call for him will be tolerable.	DeSade (984)
1398352	2015-04-11 11:16:00	I am with Actrix and usually average between 16Mbps & 20Mbps, depending on time of day, wet Sundays, school holidays etc. You have to realize that Actrix have no control over the state or capacity of the line between you and them, that is Chorus's problem, There are plenty of other factors. Twice my broadband slowed down, I phoned them, good to speak to a member of a family firm who knew what I was on about, they checked at their end and made a few suggestions. First time turned out to be a faulty modem, and the second a faulty WiFi driver. I have been with most of the ISP over the years and Actrix is the best, followed by HD Connect. Another thing, just because your ISP is Actrix does not mean that your Data is coming from them. Most ISP subcontract to other providers. If you are not happy they can transfer you to another one. They are good kiwi people, don't knock it!	mzee (3324)
1398353	2015-04-11 11:30:00	I don't consider more people using it a valid excuse for my speeds being in the toilet, if that is the cause then the company needs to fix it with more bandwidth Are you really serious ?? You do know that Many ISP's all use the same lines dont you ? Its NOT like every ISP has their own lines. If you are having problems with various ISP's all having the same problem then its not likely the ISP. There could be a problem in your street, or cabinets or even in your own house. Question: have you checked every connection on the lines, in your house and actually tested the cabinet ( bet anything you like its not been done) ;) We had a problem with Telstra a few years back, I did every test I legally could - the problem was a connection on the lamp post, the service guy changed a couple of connectors and the problem disappeared instantly. Look at it like this, you have a motorway, if you were to drive down it at 2am in the morning you more than likely could drive at 100K, but try the same at rush hour, say 8.30am, can you still do 100K, doubt it, BUT its the exact same road so why not ? Simple more traffic. Internet speed / congestion is exactly the same.	wainuitech (129)
1398354	2015-04-11 22:10:00	If you don't feel you are getting the service you are paying for then I understand why you'd get frustrated or angry. Give Actrix a chance though they may be able to do something. As for the issue with more people causing slowdowns, it's an unfortunate fact of the way the network is built and luck of the draw on your location. A small number of cabinets are still fed by copper for example and getting fibre to them may be uneconomical in the near future. For those cabinets the connection speed from any ISP to the cabinet is between 2-8 Mbps shared across everyone regardless of sync speeds to the house and there is no easy fix any of the ISPs can offer. Bottlenecks can be in any number of places and not all of them are in the control of your provider. We don't have separate physical networks for each ISP to every house, the last stretch from exchange to customer is mostly chorus owned and common to all of them. There are some exceptions but only in a few locations. Some ISP' don't pay for enough international bandwidth and suffer congestion problems during busy periods. As mentioned there can be bandwidth issues from the cabinet back to the nearest exchange, there can also be issues from the exchange the cabinet is fed from back into the network as well as bandwidth issues in the ISP itself. Sometimes it can be easily expanded , other times a total rebuild of the local network costing huge amounts of money is required. To use Wainui's motorway analogy, there can be the equivalent of a one lane bridge in a remote location at any point between your house and the main motorway system and fixing it might need a whole new road built over a different route. Sometimes you are just the victim of the commercial reality of being in a location where the costs to improve service outweigh any potential returns, you won't find many ISPs that'll straight out admit that though. Add to that the new ultrafast fibre network being built makes investing in the existing network even less attractive for ISPs, particularly if fibre is planned for your particular area. As an upside if fibre does come to your street it'll likely improve service even for those that don't use it because every customer who moves to fibre reduces the congestion on the copper network.	dugimodo (138)
1398355	2015-04-11 22:15:00	I used to get shouted at quite a bit for one of those popular ISP's after hours, so do try to be considerate. It was always frustrating dealing with those calls. We had no tools except the publicly available telecom line test phone number, we couldn't even log faults for faulty lines. We could email the business hours team for them, but that was it. No escalation points at all. I had one dude give my colleague such a hard time that he wanted to speak to the manager. There was no manager, being 1 am. I was the most senior, so I got to tell the guy 'we're a third party. we have no points of contact with them, we just take their calls'. You could generally tell that these people had unrealistic expectations of their service however, since the IVR used to say 'we're closed right now, so call us during b/h but if it's an emergency press 1' In the end they just closed the line entirely. I would imagine the ISP has benefitted more from that since instead of being given the chance to speak to an actual person, they get told to **** off by the IVR until the people who know what they're doing come back online.	8ftmetalhaed (14526)
1398356	2015-04-12 13:46:00	Look at it like this, you have a motorway, if you were to drive down it at 2am in the morning you more than likely could drive at 100K, but try the same at rush hour, say 8.30am, can you still do 100K, doubt it, BUT its the exact same road so why not ? Simple more traffic. Internet speed / congestion is exactly the same. Depends on if that motorway is going from your house to the State Highway, or if it's the State Highway out of Auckland, the road to Australia, or across to the USA that's suffering the congestion though. Speaking from first-hand experience, the uptake in Netflix has certainly taken me by surprise, and the bandwidth required for it, the new Netflix NZ customers, and the number of additional people who have subsequently signed up for the US-Based service too... Crazy as it sounds, it's not difficult to have another hundred HD streams jump onto your connection during peak time, each being ~5mbps, adds up to an additional 500mbps in the blink of an eye! Anyways, ring Actrix and see what they can do for you, but check your stuff first. Just because it's OK for somebody else and not you doesn't mean the issue is yours, however it pays to rule your side out as much as possible first.	Chilling_Silence (9)
1398357	2015-04-12 22:22:00	Interesting development. As soon as I made my post to Facebook, and went home that evening my speeds were a lot better. Not saying they took my name from the Facebook post and "adjusted" the connection but its damn suspicious...... I did not make the call as I no longer had a need too, so far the speeds have remained (not great) acceptable since then.	DeSade (984)
1398358	2015-04-14 08:54:00	Interesting development. As soon as I made my post to Facebook, and went home that evening my speeds were a lot better. Not saying they took my name from the Facebook post and "adjusted" the connection but its damn suspicious...... I did not make the call as I no longer had a need too, so far the speeds have remained (not great) acceptable since then. It usually takes a while for your connection to settle down. The ISP fiddles with the settings to try and give you the maximum stable speed. Strange things happen, for instance Actrix is in Wellington, I am in Auckland, yet the down load speed is faster from Palmerston North than Wellington. Presumably the signal goes from PNth to Wellington and up to Auckland, so why is it faster?	mzee (3324)
1398359	2015-04-14 12:35:00	It's not your ISP, it's the DSLAM doing what's called "DLM" (Dynamic Line Management). Just because an ISP has their head office somewhere doesn't mean that's where they're peering with other ISPs either.	Chilling_Silence (9)
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