<div dir="ltr"><div><div><div>If the customer can never get 20Mbps from anywhere, at 3:00am, you would definitely have grounds of appeal to the ACCC or the telecoms ombudsman.<br><br></div>But otherwise, we're back to the problem of referring the problem to someone else, in this case lawyers, to decide what your offer of stoichometric service guarantees actually means. And no one is offering end to end performance guarantees on a transit service.<br><br></div>Kind regards<br><br></div>Paul Wilkins<br></div><div class="gmail_extra"><br><div class="gmail_quote">On 6 December 2016 at 12:36, Mark Smith <span dir="ltr"><<a href="mailto:markzzzsmith@gmail.com" target="_blank">markzzzsmith@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="auto"><span class=""><div><br><div class="gmail_extra"><br><div class="gmail_quote">On 6 Dec. 2016 12:09, "Paul Wilkins" <<a href="mailto:paulwilkins369@gmail.com" target="_blank">paulwilkins369@gmail.com</a>> wrote:<br type="attribution"><blockquote class="m_-4995268206044467821quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div><div><div>I don't think a diagramme is going to explain the complex stoichometric behaviour of a packet switched network where traffic metrics - throughput/latency/packet loss - are characterised by the complex interrelationships of multiple time domain congested queues within a distributed network.<br><br></div>I rather think that rather than addressing the fundamental ontological question "what is network performance", the inclination, across the industry, is to reach for a diagramme, that says the performance isn't my problem, it's someone else's problem. Frustratingly or perhaps conveniently, without ever actually explaining what performance is, you will never identify the causes of performance problems. So the answer to the customer remains, there is no problem, or if there is, it's not our responsibility and there's nothing we can do about it.<br></div></div></div></blockquote></div></div></div><div dir="auto"><br></div></span><div dir="auto">It's your responsibility to ensure the customer can get what you're selling them. </div><div dir="auto"><br></div><div dir="auto">If the OP's customer can never ever get 20Mbps from anywhere, then I'd think that is in breach of ACCC consumer guarantees, specifically, for a Service,</div><div dir="auto"><br></div><div dir="auto"><ul style="margin-top:0px;margin-bottom:10px;color:rgb(54,53,53);font-family:"helvetica neue",helvetica,arial,sans-serif;font-size:14px;background-color:rgb(255,255,255)"><li>be fit for the purpose or give the results that you and the business had agreed to</li></ul></div><div dir="auto"><br></div><div dir="auto"><a href="https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees" target="_blank">https://www.accc.gov.au/<wbr>consumers/consumer-rights-<wbr>guarantees/consumer-guarantees</a><br></div><span class=""><div dir="auto"><br></div><div dir="auto"><br></div><div dir="auto"><div class="gmail_extra"><div class="gmail_quote"><blockquote class="m_-4995268206044467821quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div><div><br></div>Kind regards<br><br></div>Paul Wilkins<br></div><div class="gmail_extra"><br><div class="gmail_quote"><div class="m_-4995268206044467821elided-text">On 5 December 2016 at 13:25, <a href="mailto:paul%2Bausnog@oxygennetworks.com.au" target="_blank">paul+ausnog@oxygennetworks.com<wbr>.au</a> <span dir="ltr"><<a href="mailto:paul+ausnog@oxygennetworks.com.au" target="_blank">paul+ausnog@oxygennetworks.co<wbr>m.au</a>></span> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div class="m_-4995268206044467821elided-text"><div link="blue" vlink="purple" lang="EN-AU"><div class="m_-4995268206044467821m_3371605741474460958m_-1173202098483717083WordSection1"><p class="MsoNormal">Hi All, many of us would be familiar with the complaints from customers about not getting the speeds they pay for, this doesn’t really matter if it’s ADSL, NBN, Ethernet, whatever really.<u></u><u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">We have found that as with most people the average customer expects their 20M Ethernet connection to still deliver 20M from their test on <a href="http://speedtest.net" target="_blank">speedtest.net</a> even when people are using it and consuming it, so I was wondering if anybody has come across a diagram in their travels which depicts the capacity of an Internet connection and shows data traversing that so that we can give customers a visual representation of what is actually happening on their connection when they do their speed test.<u></u><u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">I have had a bit of a scour around already but can’t really find anything which jumps out at me and helps me get this information across simply, you know what they say, a picture tells a thousand words.<u></u><u></u></p><p class="MsoNormal"><u></u> <u></u></p><p class="MsoNormal">Regards<span class="m_-4995268206044467821m_3371605741474460958HOEnZb"><font color="#888888"><u></u><u></u></font></span></p><span class="m_-4995268206044467821m_3371605741474460958HOEnZb"><font color="#888888"><p class="MsoNormal">Paul<u></u><u></u></p></font></span></div></div><br></div>______________________________<wbr>_________________<br>
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