[AusNOG] Speedtest results

Tue Dec 6 17:44:19 EST 2016

Hi Paul, 

This has always been very difficult to explain to customers without some metric to use as a base. 
I setup cacti and provide this to the customer as needed so that they can see how much bandwidth they are using throughout the day which can really help when they complain about speeds at times in the day or question why a speedtest can only get to 5mb instead of 20mbit as they are already using the rest. 

Others may want more realtime data or more specific metrics which other tools \ routers would provide but cacti has performed well for this purpose with low overhead in the past. 

hope this helps 

Kind Regards, 

Russell Brooks 

Central Data Systems Pty Ltd 
88 Havelock Street, West Perth, WA 6005 
Phone: 08 9481 4010 

www.central-data.net 

----- Original Message -----

From: paul+ausnog at oxygennetworks.com.au 
To: "AusNOG Mailing List" <ausnog at ausnog.net> 
Sent: Tuesday, December 6, 2016 2:38:21 PM 
Subject: Re: [AusNOG] Speedtest results 

Sorry guys, I think maybe my point wasn’t explained correctly. 

We are an ISP, we provide a service, let’s say at 20M for the customer. 

The service is delivered at 20M so there are no issues, however when the customer does a speed test at 12:35PM for example they see 4.8Mbit/s down and 12Mbit/s up (pie in the sky figures of course) 

So then they complain that they aren’t getting 20M because the speed test says they aren’t, even though 5 staff are using you tube and they have email coming through and other typical internet traffic which is consuming some of their bandwidth. 

So what I am looking for is some simple layman diagram which shows some traffic and a link and what happens when you do a speed test whilst there is other traffic on that link to show that they will never get full speed on a speed test whilst they are actually using the link. 

Thoughts ? 

Thanks 

Paul 

From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Paul Wilkins 
Sent: Tuesday, 6 December 2016 12:55 PM 
To: AusNOG Mailing List 
Subject: Re: [AusNOG] Speedtest results 

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: 

<blockquote>

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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