[AusNOG] Speedtest results

[Paul Wilkins]

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.

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.

Kind regards

Paul Wilkins

On 6 December 2016 at 12:36, Mark Smith <markzzzsmith at gmail.com> wrote:

>
>
> On 6 Dec. 2016 12:09, "Paul Wilkins" <paulwilkins369 at gmail.com> wrote:
>
> 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.
>
> 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.
>
>
> It's your responsibility to ensure the customer can get what you're
> selling them.
>
> 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,
>
>
>    - be fit for the purpose or give the results that you and the business
>    had agreed to
>
>
> https://www.accc.gov.au/consumers/consumer-rights-
> guarantees/consumer-guarantees
>
>
>
> Kind regards
>
> Paul Wilkins
>
> On 5 December 2016 at 13:25, paul+ausnog at oxygennetworks.com.au <
> paul+ausnog at oxygennetworks.com.au> wrote:
>
>> 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.
>>
>>
>>
>> We have found that as with most people the average customer expects their
>> 20M Ethernet connection to still deliver 20M from their test on
>> speedtest.net 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.
>>
>>
>>
>> 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.
>>
>>
>>
>> Regards
>>
>> Paul
>>
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>>
>
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