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kon_sg

Home Networking Expert

 • 

804 Messages

Tue, Mar 19, 2019 7:00 AM

Maxinfinity Fibre - High Ping & Low Speed during peak period

Anyone having issue with high ping and slower internet speed during peak hours - between 8pm to midnight?

 

Start noticing the problem first week of March, Samknows box registering similar result (dropping to as low as <100Mbps) - am on 1Gbps plan. Test from 2am onwards return to normal (high 800Mbps download speed & <3ms ping)

 

Coincidentally, public IP was moved to 101.xxx.xxx.xxx range when problem started (could be a coincidence though)... The high ping seems to start from Starhub gateway? Contacted starhub, was told still investigating...

 

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 101.127.244.1 - 0 | 881 | 881 | 66 | 113 | 175 | 109 |
| an-ts-br05.starhub.net.sg - 0 | 880 | 880 | 65 | 112 | 179 | 116 |
| 183.90.44.177 - 0 | 881 | 881 | 64 | 118 | 319 | 106 |
| s6-0-1-3-r10.cyberway.com.sg - 0 | 881 | 881 | 63 | 111 | 171 | 106 |

P/S: test result are all done on Gbps lan, so definitely not wifi issue, and EVERY device in the household producing similar result (so wifi device will get even worst result)

Responses

kon_sg

Home Networking Expert

 • 

804 Messages

2 years ago


@kon_sg wrote:

@ajw wrote:

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

 


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 =))


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.

kon_sg

Home Networking Expert

 • 

804 Messages

2 years ago


@ajw wrote:

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


DId they visit you yesterday?

 

I'm expecting a reply from them tomorrow Smiley Wink

 

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

ajw

Esteemed Contributor

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20 Messages

2 years ago

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

kon_sg

Home Networking Expert

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804 Messages

2 years ago

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

Valued Commentator

 • 

2 Messages

2 years ago

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.

ajw

Esteemed Contributor

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20 Messages

2 years ago

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

itzALTA

Honored Commentator

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10 Messages

2 years ago

Is the internet down for anyone?

sandtang

Senior Contributor

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13 Messages

2 years ago

Starhub said nothing wrong at their end, my case closed 2 weeks ago. Below is what I'm getting from my 1000Mbps subscription at 10.30pm tonight. Just wanted to put this out there:

 

WifiWifi

kon_sg

Home Networking Expert

 • 

804 Messages

2 years ago

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

itzALTA

Honored Commentator

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10 Messages

2 years ago

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

Respected Commentator

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4 Messages

2 years ago

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! 

ajw

Esteemed Contributor

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20 Messages

2 years ago

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.

JacksonTZG

Community Manager

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602 Messages

2 years ago

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.

 

- Jackson
Amy_Law

Alumni (Retired)

 • 

3.3K Messages

2 years ago

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. 

 

- Amy
debbiefa

Community Manager

 • 

842 Messages

2 years ago

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



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