Archive for the 'internet' Category

 

Are you getting the internet you pay for?

ISP’s have been shortchanging their customers for years, not delivering the internet speed they pay for, or throttling connection speeds to their own end when dealing with congestion and other issues. Often, over the years, I have seen businesses and domestic customers getting sometimes 1 or 2mbps because, among other reasons, they are too far from the exchange. But then why do they pay for premium speeds the connection can never even get close to? It is a good question and a fair question.

Australia’s average broadband speed was rated 56th in the world according to this report at the Sydney Morning Herald and the ACCC launched an enquiry. IT guys have known about this since the beginning of the internet post dialup. It’s been a gravy train for ISP’s who promise something most often different to the reality. If you are paying for say, 10mbps, why should you be paying the same amount for 1mbps?

Recently, some of the larger tech news websites and newspapers online have been presenting internet health checks purporting to do all kinds of magic tests, cashing in on the movement, but you will find many of these tests do little more than run average speed checks.

If you want to test your connection with industry standard testing protocols use the m-test labs Network Diagnostic Test which attempts to determine what problems limit speed, such as congestion. The results are easy to understand for network newbs.

No duplex mismatch condition was detected.
The test did not detect a cable fault.
No network congestion was detected.

Another part of the gravy train slash maximise profits business models is data allowance. Bigpond has been one of the biggest offenders of gouging customers with premium type plans and restricting how much they can download each month. You can get unlimited data plans under fair use policy at many Australian ISP’s such as Amnet in SA and WA, and many others. Do your research. I switched to an ISP who charges $50 a month for unlimited internet, and I switched my phone to an Australian firm who charges me $25 a month for exactly what I was paying $79 a month for at Telstra.

These days the updates coming out from Microsoft for Windows can be almost half the monthly data allowance for some users in lower level plans. Use the test above as a starting point to be aware of what you are paying for. If you are not getting anywhere near what you are paying for contact your ISP. But keep in mind other reasons for internet speed issues may be:

  • a faulty or outdated router
  • misconfigured wifi where wireless is your local network
  • wifi signal interferencence from neighbours can dramatically affect internet performance
  • malware installed on your router or computer

First of all, ask your ISP what speed you should be getting, what speed they see you as receiving before it hits your router. If the speed does match the test result it may be available to you after looking at the issues shown above.

Remember we offer safe remote login support for many issues including malware cleaning anywhere in Australia 7 days a week. Need help to run these tests? Just call.

 
 
 

Why is my internet so slow?

 

Internet performance issues can be quite frustrating because of all the different reasons why your internet might be so slow. Even for tech savvy people dealing with your ISP helpdesk can be problematic when the real problem has not yet been identified and may not be easily identified by telephone helpdesk.

Some of the common causes of slow internet are:

  • not the internet itself but a cluttered or infected computer
  • a faulty or outdated modem
  • distance from the exchange may cause slow connection

The first step to start looking at this problem is to determine your internet speed. The most reliable testing for internet is via mlab who have partnered with google to run consumer speed testing. You will find the internet speed test from mlabs here.

While you are here, how does your small business website meet the new mobile friendly standards? You can check that out at the google mobile test page.

Need online tech help? Visit our online help desk service – Australia wide 7 days a week.

 

 
 
 

no internet connection and the shortfalls of help desk.

Have you lost your internet connection yet have a solid DSL or ADSL light?

Having a DSL light active, green and solid on your modem can be confusing for you, and the ISP help desk people. We receive many calls where help desk or ISP support staff do not have the advantage of being onsite, and find certain difficulties to explore the possibilities with the customer who may not be very familiar with cables, modem lights, isolation testing. Many people get so exasperated by technology when it doesn’t work that stress levels can take over and helping with troubleshooting tasks gets limited by this stress and no familiarity with the hardware or its interfaces.

Recently we seen a customer with a solid DSL light. Because the DSL was active the ISP argued that the connection was active but the customer had #nointernetconnection. The ISP chimed out on the support call suggesting the problem was at the customers end.

It wasn’t. And it’s a common story. We were able to get the internet connection back by an extended isolation with line sync and port reset. This suggests the problem was with the ISP all long. For home and small business owners to deal with help desk/support people who assert the problem is at their end tends to compound the existing disaster.

Another case of the customer who had 10 IT support people come into his home in the space of a year.

The customer had wifi dead zones in bedrooms and a lounge area in an average size suburban home. He had the local computer shop IT guys come over, he had an iinet technical support team come around, he was persistent but each IT guy had a different reason why this was happening, but no one was able to resolve it. In this case the problem was a group of interrelated issues and once identified we resolved the problem within an hour and without replacing the modem.

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