kon_sg's profile

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

ajw

Esteemed Contributor

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20 Messages

2 y ago

The technician told me the same thing about my modem and router,after replacing it the issue is still there. There will be starhub in house technician coming with the same time slot 8.30pm, lets see how it goes.

kon_sg

Home Networking Expert

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804 Messages

2 y ago

Lol, didn't have to wait few days, problem already start to come back gradually from 9:30 onwards, now at 10:50pm, back to square one!

 

Sub 3ms ping is the norm... now already clocking close to 200ms...

kon_sg

Home Networking Expert

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804 Messages

2 y ago

by no way this is complete data, but enough to highlight issue

Date Latency  Download  Upload ConnType
Apr.18.2019 23:16   122.41       345.36     621.78Ethernet
Apr.18.2019 20:29       2.08       892.69     938.26Ethernet
Apr.18.2019 20:28       1.93       919.55     932.23Ethernet
Apr.18.2019 20:20       1.95       297.75     888.68Ethernet
Apr.18.2019 19:56       1.95       488.86     734.84Ethernet
Apr.17.2019 20:56     27.47       512.77     749.45Ethernet
Apr.17.2019 20:45       2.99       525.56     913.23Ethernet
Apr.13.2019 21:09       2.46       633.14     832.08Ethernet
Apr.12.2019 22:18     93.57       254.78     463.04Ethernet
Apr.12.2019 22:14     70.40       417.69          3.23Ethernet
Apr.12.2019 22:10     86.53       155.17          2.40Ethernet
Apr.03.2019 0:45       1.91       925.04     943.94Ethernet
Apr.03.2019 0:24       1.84       922.91     942.41Ethernet
Apr.03.2019 0:07       1.93       883.50     946.27Ethernet
Mar.31.2019 21:28     82.86       280.12     253.65Ethernet
Mar.31.2019 21:20   109.26       181.13     185.43Ethernet
Mar.31.2019 21:20     82.73       192.45     529.19Ethernet
Mar.31.2019 21:18     55.35       433.52     457.40Ethernet
Mar.31.2019 12:12       1.93       766.04     889.31Ethernet
Mar.24.2019 21:05     43.30       383.31     305.35Ethernet
Mar.24.2019 21:05     91.15       270.11     479.80Ethernet
Mar.24.2019 21:04     92.76       115.49       86.17Ethernet
Mar.23.2019 21:59     70.10       272.83     269.72Ethernet
Mar.23.2019 21:17       7.31       780.13     879.18Ethernet
Mar.23.2019 21:15       5.37       407.78     880.28Ethernet
Mar.23.2019 18:32       1.86       828.11     921.62Ethernet
Mar.23.2019 18:30       1.29       855.19     924.14Ethernet
Mar.23.2019 11:18       1.57       507.44     603.59Ethernet
Mar.23.2019 11:17       1.52       483.09     677.37Ethernet
Mar.22.2019 21:42     13.82       513.02     793.58Ethernet
Mar.22.2019 21:40       2.02       622.12     882.71Ethernet
Mar.22.2019 21:38       1.11       684.51     909.23Ethernet
Mar.21.2019 22:57   157.45       191.33     173.53Ethernet
Mar.21.2019 22:47   192.76       173.77     170.15Ethernet
Mar.20.2019 20:42       7.34       704.90     838.61Ethernet
Mar.20.2019 20:39       1.97       550.02     882.93Ethernet
Mar.19.2019 22:39   125.87       133.86     695.59Ethernet
Mar.19.2019 22:09   112.15       193.82     211.54Ethernet
Mar.18.2019 21:43     11.55       529.95     482.79Ethernet
Mar.18.2019 21:38       2.08       414.53     191.29Ethernet
Mar.18.2019 21:35       9.27       597.52     608.23Ethernet
Mar.18.2019 21:30     87.84       391.04     364.25Ethernet
Mar.18.2019 21:28     16.52       413.70     741.81Ethernet
Mar.18.2019 21:26     64.38       330.49     623.64Ethernet
Mar.18.2019 19:18       1.84       766.62     840.97Ethernet
Mar.18.2019 19:16       1.34       728.39     893.41Ethernet
Mar.17.2019 18:35       2.05       845.90     925.75Ethernet
Mar.16.2019 21:59     35.11       425.14     616.65Ethernet
Mar.16.2019 18:42       1.90       893.39     902.37Ethernet
Mar.16.2019 18:24       1.82       926.80     885.38Ethernet
Mar.15.2019 23:02     37.23       417.66     741.45Ethernet
Mar.15.2019 22:57     71.72       383.88     666.91Ethernet
Mar.15.2019 22:55     33.07       396.44     655.53Ethernet
Mar.15.2019 22:53     48.98       240.76     364.47Ethernet
Mar.15.2019 22:48     10.98       247.77     351.87Ethernet
Mar.15.2019 8:59       1.94       874.22     934.94Ethernet
Mar.15.2019 0:28       1.89       901.02     912.44Ethernet
Mar.14.2019 23:12     57.02       323.62     705.88Ethernet
Mar.14.2019 22:57     61.83       286.68     466.28Ethernet
Mar.14.2019 22:44   175.40       256.73     667.84Ethernet
Mar.14.2019 22:42   132.50       228.78     560.93Ethernet
Mar.14.2019 22:33   116.72       188.40     698.44Ethernet
Mar.14.2019 22:25   161.81       161.35     143.25Ethernet
Mar.14.2019 22:17   177.27       119.58     261.14Ethernet
Mar.14.2019 22:16   183.61       101.48     226.12Ethernet
Mar.14.2019 22:15   193.79       157.21     305.60Ethernet
Mar.14.2019 21:48   108.60       203.26       33.16Ethernet
Mar.14.2019 21:48     93.57       228.75       92.34Ethernet
Mar.13.2019 21:59     94.68       121.74     361.19Ethernet
Mar.13.2019 21:58     85.22       351.67     606.26Ethernet
Mar.12.2019 23:13     64.76       367.61     745.34Ethernet
Mar.12.2019 23:12     81.82       319.56     782.28Ethernet
Mar.06.2019 22:08     10.59       452.51     739.85Ethernet
Mar.06.2019 22:07     22.99       570.79     660.20Ethernet
Mar.05.2019 22:13     51.76       251.41     226.87Ethernet
Mar.04.2019 20:48       1.68       443.80     902.45Ethernet
Mar.01.2019 20:50       1.89       688.64     906.37Ethernet
Feb.28.2019 22:13     62.50       327.56     387.64Ethernet
Feb.28.2019 22:12     51.89       229.15     392.10Ethernet
Feb.28.2019 22:05     77.93       325.85     131.00Ethernet
ajw

Esteemed Contributor

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20 Messages

2 y ago

Yep same here, 150ms ping here, i guess it is time to switch ISP after contract ends. Problem has been ongoing for 2 months and still no idea what the problem is

Amy_Law

Alumni (Retired)

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3.3K Messages

2 y ago

Hi itzALTA

 

I've requested for your details earlier so I can arrange for technical assistance. Again, let me have your registered name, contact number, affected 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 check on this for you. 

 

JacksonTZG

Community Manager

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602 Messages

2 y ago

Good afternoon kon_sg,

 

I am sorry for the unpleasant experience. I understand that you've contacted our customer service team to request for the technical team to revisit your situation. They will keep in touch with you on this. 

 

JacksonTZG

Community Manager

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602 Messages

2 y ago

Hi ajw,

 

Do let us know how things are after the visit from the technical team. Once again, my sincere apologies on the inconvenience caused.

 

kon_sg

Home Networking Expert

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804 Messages

2 y ago

@JacksonTZG thanks! I think someone is monitoring this thread and my email to Starhub. There seems to be notification sent to the CS team pretty fast, just a shame that the problem can't be fixed.

 

Not a network person, but I don't think it is difficult to troubleshoot either, if I think logically, these would be the logical places to 'look'

 

1.) AMK fiber exchange?

2.) AMK to Starhub data centre (wherever it is)

3.) Starhub own data centre

 

Not sure which one Starhub network team is looking at, the previous ping result I share shows the lag starts from the gateway, so the first place I'll look is probably AMK exchange for capacity/equipment issue.

 

I'm really lazy to change provider, but I'm already being pushed to the wall now, so by 1st May, I will really just terminate the service.

 

Evening time is probably when everyone is back at home from work & school, and the 'best time' for the service to slow-down Smiley Sad

kon_sg

Home Networking Expert

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804 Messages

2 y ago

I thought this issue finally gain traction - I was wrong boy

 

Called early afternoon to return call (received SMS), lady was fine, asked me to call back at night when the issue return so they can check.

 

So I called back at 10:30pm... and.... OMFG!

 

- Told me no one do troubleshooting at night, so for goodness all those answer they tell us up to this point was a lie?

- Insist that I follow their troubleshooting protocol, I eventually agreed despite the trouble of getting to the ONT box. Did a ping against the default gateway (Starhub router/switch?), no packet loss, but speed was 20ms-60ms.. and he say it was ok, nothing wrong?!?!?!?!?!

 

C'mon Starhub, can stop treating your 'customer' as idiot? I know you want to eliminate potential customer equipment (router issue), but this was already tested many many times, problem doesn't originate within customer network, if it did, the ping result won't be 0-1ms....

ajw

Esteemed Contributor

 • 

20 Messages

2 y ago

I am pretty sure the problem is not with the modem because i tried directly connected to it and the ping was still high. They cant fix the problem, but only make you keep going through the same loop.

kon_sg

Home Networking Expert

 • 

804 Messages

2 y ago

Yeah, and the next thing they will (likely to) ask... you can surf, no problem whatsoever, what's the issue?
kon_sg

Home Networking Expert

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804 Messages

2 y ago

My last ditch attempt to HELP starhub identify their network issue (since they are not listening and claim nothing wrong with their equipment), for those that face this high ping issue as me, can you share your public IP address and default gateway?

 

When I first notice my problem back in March until now, the IP address allocated to me were:

 

101.127.xxx.xxx (2nd week of March)

101.127.xxx.xxx (mid-March) - yes I'm still stuck at this IP range...

 

Presumable both are using the same gateway at 101.127.0.1, which I'm getting very high ping during 'peak hours'

ajw

Esteemed Contributor

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20 Messages

2 y ago

My problem started same timing as u around March, my public address and gateway is in the 101.127 range too

sandtang

Senior Contributor

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13 Messages

2 y ago

My IP is 101.127.xx.xxx and I'm in Sin Ming district.

 

 

My speedtest data over past few days:

 


LAN CONNNECTION

14 Apr
9.30am
ping 2
upload 900
download 930

10.30pm
ping 40-80
upload 90-130
download 150-800

11.30pm
ping 2-3
upload 700-800
download 930-940

 

15 Apr
10pm
ping 20-70
upload 120-260
download 430-870

 

16 Apr
7pm
ping 2
upload 890-900
download 920-930

9.30pm
ping 2-23
upload 250-550
download 910-930

9.50pm
ping 112-128
upload 100
download 111-140

 

18 Apr
11pm
ping 111-145
upload 67-116
download 100-164

 

19 Apr
9.30pm
ping 5-41
upload 147-330
download 765-908

 

21 Apr
10pm
ping 114-137
upload 62-105
download 81-127

Respected Commentator

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4 Messages

2 y ago

Have the same problem, called and sent a speedtest report to them but still no reply after a week

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