Maxinfinity Fibre - High Ping & Low Speed during peak period

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@kon_sg wrote:

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@ajw wrote:

So the engineer that came saw the high ping already and what is the conclusion? He will inform backend and case closed?

 

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Backend network will check (during office hour), and ask CS to call me and tell me nothing is wrong, they've done all they can =))

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Starhub called me this afternoon. And he has seen the field engineer report and would submit to their back-end for further check. Now suddenly there is network guy that work 24x7...

All I can say is Starhub don't trust customer, they need to send their people in to see for themselves before they will escalate to back-end. I cannot understand the difference between we tell them issue during peak period vs their field engineer tell them the same issue.

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@ajw wrote:

Why do I feel like they will reply you there is no problem in the backend?

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DId they visit you yesterday?

I'm expecting a reply from them tomorrow

Although now I get intermittent disconnection - have to restart modem - don't know what they doing

Nope, the CSO told me still arranging, apparently no technician wants to come at 10pm. Just want to sweep everything under the carpet.

hahahaha Starhub back-end say nothing wrong my line... hahahaha

now pending 'management decision' on how to solve the problem since their on site engineer confirm there is issue

Hi all,

Just an update on my case, Starhub came by and loan/install a Cable Broadband router for me on Monday and I did not have time to test for Monday and Tuesday. Tonight I just tested at around 9:40 pm and I did not have the high ping issue for the Cable Broadband router. Ping was generally stable at around 8-18 ms, Averaging at the 10-11 ms range. Tested it till around 10 pm. Switched back to Fiber to test and the Ping is back to the 80-150 ms range. Clearly the problem is only with Fiber Broadband. Hopefully this helps Starhub to locate and pin point the issue.

@Gnayhey " There is no problem with backend " i quote starhub network backend team

Is the internet down for anyone?

Tonight Netflix take forever to load. But I'm sure is everything else faulty except starhub since their backend engineer say nothing wrong. So it must be true lah... Zzzzzzz

Yeap still the same 930-11pm latency. Great f*king job starhub. 

Heres another speed test:

http://starhub-broadband.speedtestcustom.com/result/9d0efd50-764f-11e9-941d-33dc81514108

Problem still not resolved and my email with all the speedtest reports just got ignored for a month. No reply from the tech team whatsoever except the automated message since 17 April. Great support and customer service! 

The technician came down at 10pm and saw the high ping with low bandwidth. Already multiple similar cases and escalated to backend team but they refuse to do anything. Need to find the some head of department or CEO email to make some noise.

Hi itzALTA,

My sincere apologies on the inconvenience caused. I understand that we've assisted you a few days back. Do try restarting your devices to see if it helps.

If there are other concerns, please drop us a PM with details of the incident by clicking the words bracketed by the arrows here > via Private Message < for us to better assist you. Thank you.

Hi hypnoticpoo

Let me have your registered name, contact number, registered service address and Hub ID / email address for verification by clicking the red words bracketed by the arrows here > via Private Message < so I can assist you. 

Hi Ajw, we apologize on this experience. I have shared your feedback to the relevant team for their assistance.